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Presentation at OpenText EIM days in Houston by Mike Randash, Nelnet Executive Director IT. BPM, Workflow, ECM, Smart Process Applications
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Six Steps To Implementing Metastorm BPM
Mike Randash, Executive Director of IT
Nelnet Diversified Solutions
@mrandash
MikeRandash
Nelnet Company Overview
Nelnet’s Mission
Making educational dreams possible
NBS: Payment
Processing1.5 million
families
NES: Education
Planning6 million students
NDS: Loan Servicing10+ million borrowers
Asset Mgmt.$24 billion
What We Do
Acquisitions
Department of Education Focus• Servicing student loans for 30+ years• Provide customer-focused, high-quality
loan servicing through our process-based business operations and experienced technology teams
• Ranked #1 servicer overall on Federal Student Aid (FSA) quarterly survey
Six Steps to Nelnet Enterprise BPM
Step 1: Evaluate BPM Vendors and Alternatives
Evaluate BPM Vendors and Alternatives
• Current OpenText eDocs customer– 100m documents– 500m pages– 25 terabytes of storage– Student loan documents– Must retain but rarely retrieve
• OpenText Vista Plus: IBM iSeries Archive
Evaluate BPM Vendors and Alternatives (cont.)
• Vendor Short List…
Evaluate BPM Vendors and Alternatives (cont.)
– OpenText won, or I wouldn’t be here today – Metastorm– Scalability– Ease of use– Ease of integration– Technology fit– Familiar paradigm– Good references– Confidence in professional services– OpenText relationship
Step 2: Conduct Pilot Project
Conduct Pilot Project
• Department of Education (FSA)• Total and Permanent Disability• Requests shared by email, Excel, etc.• Manual, error-prone, lack of audit trail• Very important customer service and
survey
Conduct Pilot Project (Cont.)
• From Department of Education (FSA):– “We are very happy with the results…
EXCEPTIONAL in their presentation, patience, training, and delivering the final product within the established timeframes.”
– “Definitely an ‘A’.”
Step 3: Convert Existing
BPM/Workflow
Convert Existing BPM/Workflow
• Enrollment processing (Vendor A)• Loan accounting (Vendor B)• Guarantor claims (Filebound)• Private loans (SharePoint with Vendor C)• Standardized on one vendor solution• Reduced maintenance costs
Step 4: Evaluate Customer
Touchpoints & Process Triggers
Evaluate Customer Touchpoints & Process
Triggers
Customer Correspondence
A picture tour of our mailroom initiating processes using Metastorm BPM
Lincoln, NE Mailroom Delivery
Mail Received in Document Services For Scanning
Envelopes Loaded In OPEX
Envelopes Sliced and All Contents Scanned to Kofax
Conveyor Scanner
BPM Process Auto-Started
Working Mail Electronically Through Metastorm BPM
Step 5: Identify System-Generated Manual Processes
Identify System-Generated Manual Processes
• Line-Of-Business System Exceptions• Errors• Manual Review• Reports
Step 6: Evangelize BPM With IT and Operations
Evangelize BPM With IT and Operations
• Become a common tool for all IT teams• Operational business analysts
– Modeling/Design– Business rules
• Investigate and implement– ProVision– Call center– Mobile capture
• Continued success that creates a buzz
Mike Randash, Executive Director of IT
Nelnet Diversified Solutions
@mrandash
MikeRandash
