- By David Buttgereit, Senior Partner, The BPM Group

Succinctly and in the context of Shared Services, Enterprise Content Management (ECM) is the conceptual term for a range of tools, processes, and procedures used to capture, store, deliver, manage, and preserve business process documents.

But what does all this mumbo-jumbo really mean? Let’s break it down and see how it applies to the Shared Services Organization (SSO) model of business service delivery.

Nomenclature, with SSO Flair

• Enterprise – not just departmental in scope; at its core ECM is supportive of the SSO model.
• Content – the paper documents, faxes, e-mail messages, electronic forms, and – increasingly so – instant messages (IMs) that drive and contain supporting information about business processes and transactions. SSOs by their nature require content but can drown in it too. For example, the content necessary to complete a complex Accounts Payable transaction may include a lengthy master contract, multiple purchase orders, receipt confirmations, invoices, and perhaps records of IM communications among purchasing agents, requesters, and vendors spelling out discount terms. Importantly, content often spans departments and multiple lines-of-business software applications and needs to be managed and stored in a manner that makes it accessible to multiple systems and SSO staff members concurrently.
• Capture – the collection, electronic transformation (recognition, classification, validation, quality control, etc.), and delivery of content into a format usable by other computer processing systems.
  Traditionally, capture has been thought of as the process of scanning paper documents, using Optical Character Recognition (OCR) and similar automated technologies to extract information from the documents, and then sending the resulting data to lines-of-business applications for transaction processing. Fortunately, capture has now matured to the point that it can also handle additional sources (faxes, e-mails, IMs, etc.) and can be used to sort, classify, and authenticate complex document sets according to pre-defined sets of business rules. In an efficient SSO, these advanced capture capabilities mean that fewer hands need touch content, greatly minimizing exceptions processing downstream. 
• Store – once content has been captured, it must be properly indexed and securely stored – typically in an enterprise repository – for later processing.
•  Deliver – the process of making content available to multiple lines-of-business applications while at the same time allowing it to be easily located and viewed through a variety of user interfaces. For example, an SSO Customer Service Representative may need to locate and view an outstanding HR document as part of a customer contact (a job promotion status inquiry, for example) at the same time the document is being actively used to drive corresponding payroll and benefits line-of-business transactions.
• Manage – has multiple meanings, from initiation and management of workflow processes that span multiple lines-of-business applications, to enforcing document security according to Health Insurance Portability and Accountability Act (HIPAA) and similar compliance rules, through providing metrics to Business Intelligence (BI) and Business Activity Monitoring (BAM) applications. It is here that most SSO business transactions are completed and the greatest efficiencies can be gained, with all other components of an integrated ECM system playing important supporting roles.
• Preserve – long-term management of content after it has been used for transactional purposes. Typically preservation is based on sets of Document and Records Management (RM) rules and is tightly controlled for both compliance and discovery purposes. Content may be maintained in an enterprise repository for a finite length of time (or in perpetuity, in some cases) or may be migrated to an off-line storage medium or external repository for archival and eventual destruction.

It’s clear from the above that ECM has great implications for SSOs that provide transactional business services across a single or multiple organizations or agencies.

SSO Content Challenges

Tags: best practices, IT  |  Posted under ECM  |    No Comments