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BPM and Director’s Digital Workplace Implementation

PJSC Sberbank is a state-owned Russian banking and financial services company headquartered in Moscow. Sberbank has operations in several European and post-Soviet countries. As of 2014 it was the largest bank in Russia and Eastern Europe, and the third largest in Europe, ranked 33rd in the world and first in central and Eastern Europe in The Banker’s Top 1000 World Banks ranking.

Priority BPM
Financial and banking services
2010 - present

The challenge

The bank required a good solution for automating their processes for working with banking internal and organizational documentation, decreasing the time required to process documents and increasing overall efficiency. The complex project required following implementation stages:

  1. Basic processes automation: registering incoming, outgoing and administrative documents, setting the document flow for all structural levels.
  2. Providing access to the BPM system for approximately 100 secretaries. Starting to register official mail, get resolutions signed by the heads of units.
  3. Providing access to the system for managers and executives as a pilot project.
  4. The system replication for other units of the Central Office. Each iteration attracted from 400 to 800 new employees. At the same time, top-level managers (the President and Vice-Presidents of the Bank) were connected to the BPM.

The Solution

The BPM system of Sberbank is a distributed solution with data centers located over a wide area including the Central Office and main regional offices. Server systems operate independently of each other, providing automation of workflow in the Central Office or a regional bank. Regional offices and the Central Office coordinate via the interaction module, used for document and data exchange.

The BPM architecture includes several types of client workplaces:

  • Standard client application. A full-featured application, a set of ActiveX components supported by Internet Explorer. This app is designed to provide all user groups with tools for working with documents and assignments.
  • Web client for remote access to documents and assignments.
  • Director’s Digital Workplace App. A Windows-based application with a simple interface for middle and senior management to work with documents and assignments. It supports offline work and has a version for iPad and other tablets considering its active use by the Bank’s management.

The Result

Implementing the BPM system significantly helped to improve the quality and efficiency of documents processing in the Bank. For example, more than 15% of secretaries’ working time was saved by optimizing document registration and distribution process.

The quality of workflow also increased:

  • the transparency of documents processing and implementation across departments;
  • and the speed of the full access to documents data and status throughout the document lifecycle;
  • the quality of documents preparation.

The executive discipline has significantly increased: less time is spent on documents alignment, the quality of reporting and progress tracking has been imploved.

For staff training purposes, the project team created a video course explaining how to use all possibilities of the system, and a user guide. The full-time training was conducted for key reps assigned from every business unit.

More than 10 thousand client workplaces have been set up within the Central Office enabling 3,000 concurrent users for the system. 6,000 documents are registered in the system every day, and 14,000 tasks are assigned. Users of all levels work in the system. As of 2019, more than 190,000 people are working in the system, the total volume of documentation is over 90 million units, and 160 million assignments are being processed in the system.

Used Technologies and Solutions