Removing Paper from the Bank - Dell EMC US · Removing Paper from the Bank ... • 4000 ATM’s and 170,000 EFTPOS Terminals across Australia ... – Current solution and Architecture

Removing Paper from the Bank

Executive ManagerCommonwealth Bank of Australia

Information Intelligence Group

Agenda

• About the Commonwealth Bank

• Documentum within the Commonwealth Bank

• Case Study 1 – National Imaging Project (NIP)

• Case Study 2 – Remove Paper (Personal Lending)

• Benefits to date

• Documentum pipeline at the CBA

• Q&A


About the Commonwealth Bank

• Leading provider of integrated financial services, including;

– Retail, Premium, Business and Institutional Banking

– Funds Management (Colonial First State)

– Superannuation (Colonial First State)

– Insurance (CommInsure)

– Investment and Stockbroking products and services (CommSec)

• Founded in 1911

• Employs approximately 40,000 people

• Branch network made up of approximately 1100 Branches

• 4000 ATM’s and 170,000 EFTPOS Terminals across Australia

• The highest volume transaction websites in the southern hemisphere.

• Largest Deposit and Home Loan Lender in Australia


Documentum within the Commonwealth Bank

• Customer Documents– Three Documentum Repositories

– Accessed mostly through CommSee

– What is CommSee?

• Internal Documents– Documents.cba

– SDLC project documentation


Case Study 1 – National Imaging Project (NIP)

• The ProblemRemoving over 60 Million Physical documents from the Network, and to

improve current delays in servicing customers

– Customer documents stored physically across the Bank

– Multiple versions of documents in multiple locations

– Access to documents time consuming and difficult

– Time delays in servicing a customer

– Documents occasionally misplaced

• The Solution– Documentum repository implemented

– 60 million documents imaged and accessible via CommSee

– Physical paper removed from Network

– Process put in place to deal with BAU


Case Study 2 – Remove Paper (Personal Lending)

• The ProblemThe purpose of the Remove Paper project was to remove the need for any paper based file

to be retained by the frontline lender and back office.

– Over 32 million pages of paper printed per annum within PersonalLending

– Lack of visibility during an application

– Loss of documents resulting in multiple requests of the same document which can result in a poor customer experience

– Duplicate documents throughout the process

– Lost time in matching documents to loan files

– TAT* of a Home Loan approx 40 days

– Most staff unable to view documents

– No document tracking or work flow

*TAT = Turnaround time


Case Study 2 – Remove Paper (Personal Lending)

• The Solution– Reuse of the Documentum Repository created as part of NIP

– Overhaul of the Home loan application process in CommSee

– New process put in place to image docs using fax

– All documents imaged and stored in Documentum

– Automated workflow process put in place

– Removed all paper from the Lending application processes

– All documents stored against the application and customer

– Accessible to every person involved in the process

– Customer contract the only paper in the process


Benefits to date

• Removed 100’s of Millions of pieces of physical paper from the CBA

• Vastly improved customer service

• Customer queue and wait times reduced

• Documents can no longer be misplaced

• Centralised location of digitized documents

• Staff across the country can view the same information at any time

• No delays in staff accessing documents

• Efficiencies in Processes

• Redeployment of resources (support resources in Branches and Back Offices)

• Version control, Security and Document Auditing

• Cost savings on buying paper


Documentum Pipeline at the CBA• Current issues to resolve

– Current solution and Architecture was designed for CommSee

– More and more requests outside of CommSee to use Documentum

– Not easily scalable outside of CommSee

– No simple charge back model

– Currently no Archiving (new projects require this)

– Over 300 million documents to migrate from other repositories

• Consolidation of repositories

– Two other instances of Documentum

• Migration of approx 115 million documents

• Decommission of environments

– Filenet

• Migration of over 200 million documents

– Use of High Volume Server


Documentum Pipeline at the CBA

• New Support structure

– Regular health checks

– Proactive monitoring and maintenance

– Scheduled Software upgrades

– Capacity monitoring and analysis

– 24/7 Support model

• Infrastructure simplification

• End goal “Documentum as a Service”


Documentum Pipeline at the CBA - Benefits

• Scalable Architecture (currently siloed approaches)

• Standard security and object model architecture

• Single Group wide solution no longer Channel specific

• Simpler solution will cater for future requests

• Removes support and upgrade issues across multiple environments

• Improved support and maintenance solution

• 24x7 Support

• Reduction in Operational costs (infrastructure and FTE)

• Skilled resources can be reallocated to project work rather than support functions


Q&A

Thank you

This presentation will also be available online via www.momentumeurope.com

after the conference!