2Who is the OIC? Advocate for consumers Regulate insurance industries 235 employeesElected officialMission:We protect consumers, the public interest, and our state’s economy through fair and efficient regulation of the insurance industry.Advocates for consumers with regard to insurance.We are responsible for regulating the insurance industries that do business in our state.About 235 employees.The agency is led by an elected official.
3Our Document Handling History Imaging was introduced at OIC in 1988Evolution:post processingpre-processingworkflow processingA transformation began in 2005Re-thinking use of document management toolsSlow, continual processIntroduced in 1988Evolutionary process:Post processing: work from the paper document and then goes to cold storagePre-processing: work was dependent on the paper document becoming electronicTransformation to Workflow processing began in 2005:Don’t ask for paper, Don’t send paper, less scanning, more storage options (faxes, s, uploaded documents)No more…if it came in electronically…printed it, scanned it, indexed it, stored itAs tools improved… it led to technology integration -- ability to upload, store, indexSlow, continual process:Allowed time for staff to get comfortable with workflow processes and tools (AX Workbox)Infamous blue folder
4One Example Online Consumer Complaint System (OCC) Went live October 2010For consumers to report and monitor complaints about their insurance companyOIC Enterprise System (SIMBA)Tool for analysts to manage complaintsUpgraded in 2011Interfaces with imaging systemProvides tools to generate letters and store them in AXComplaint Response System (CRS)Went live April 2013Communication portal between the OIC and insurance companies regarding complaintsBuilt OCC in 2010Still included a paper process of printing the new complaints submitted onlineputting in blue folders for reviewthen assigning to analystsUpgraded Case Management System in 2011Streamlined workflowEventually eliminated blue folder processesRemains a manual assignment by support staffBuilt CRS in 2013Put the creation of letters in the hands of the analystsSignificant reduction in paper use and mailing costs
5Process FlowConsumer uses OCCData collected and stored in enterprise databasePDF generated, stored in AX and indexed to case (OpenOffice for file conversion)Uploaded documents are converted to PDF, stored in AX, indexed to case in enterprise systemComplaint is assigned to an analystAnalyst creates a letter to companyLetter is created as PDF, saved in AX, indexed to caseCompany receivesConsumer receivesCompany respondsCompany creates letter as PDF and uploads via CRSAssigned analyst receivedAnalyst reviewReviews company responseWrites action log entry for consumer to seeMakes company response document available for consumer to seeConsumer reviewConsumer can review anytime 24/7Will receive anytime a new comment or document has been made availableWill be notified when their case is closedTechnical.Net 4.0SQL 2008AX 6.5OpenOffice 3.0HTTPS through fortressUser authentication through webservicesSIMBAwebservice ImageService webservice Ax webserviceSIMBAwebservice OpenOffice webservice (custom webservice)
6Results For consumer Customer satisfaction survey results for 2013 No mailing requiredAble to file complaint and monitor progress 24/7Improved response timeEasy to provide supporting documentsCustomer satisfaction survey results for 2013Easy to upload documents:73% agree or strongly agreeOpening documents from OIC was easy:84% agree or strongly agree
7Results (continued) For Companies Reduction in mailing costs Reduction in physical mail to handleImproved response timeCompanies are very happy with the streamlined process
8Results (continued) For the OIC Statistics Reduction in mailing costs Significant reduction in physical mail to handleSignificant reduction in paper to scan and storeImproved response timesSurpassing performance measureAll information about a case in one locationStatistics11,000+ complaints/requests per year68% received via online complaint systemPerformance measure for Time to Close a Case:For many years was 95% closed within 60 daysAs of July 1, will change this to 45 days – most often significantly less than that
9Other examples Yearly reporting process for 500+ companies Yearly, Monthly, and as needed reporting for Rates and Forms processRepeatable resultsStreamlined processesLess mail and fax processingLess data entry required by staffLess scanning required by staffInformation available for public to self-serveMention Consumer Toolkit for self-service and the Filing Search tool.
10Wrap Up… Be willing to challenge assumptions Be creative Accept change is difficult, but inevitableHelp business staff make the transitionDo small, building block projectWrap Up:Be willing to challenge assumptionsWe have to have paper!No one will know how to upload documents.No one will want to look at documents onlineBe creativeWork with vendor to figure out what tools are available but then look beyond thatif they don’t quite work for what you need to accomplish, keep asking for more and finding ways to meet the business needLearn to use technology differentlyAccept change is difficult, but inevitableNot always easy to convince others that assumptions can be challenged and changed.Technologists are all about change… we just need to find a way to bring the rest of the world along with usHelp business staff make the transitionunderstand the business need and use technology to helpdon’t use technology to replicate or bend around an existing business processDo small, building block projectsThis is complex…picture makes it look easy!!Core Case Management system ( )OCC (2010)Upgrade Case Management (2011)CRS (2012)next…For consumer complaints…adding more types of complaintsworking with business units to continually streamline their processes and determine how technology can assist with that
11Office of insurance Commissioner Terrie FlatenOffice of insurance Commissioner