Advocate for consumers Regulate insurance industries 235 employees Elected official Mission: ◦ We protect consumers, the public interest, and our state’s economy through fair and efficient regulation of the insurance industry.
Imaging was introduced at OIC in 1988 Evolution: ◦ post processing ◦ pre-processing ◦ workflow processing A transformation began in 2005 ◦ Re-thinking use of document management tools ◦ Slow, continual process
Online Consumer Complaint System (OCC) ◦ Went live October 2010 ◦ For consumers to report and monitor complaints about their insurance company OIC Enterprise System (SIMBA) ◦ Tool for analysts to manage complaints ◦ Upgraded in 2011 ◦ Interfaces with imaging system ◦ Provides tools to generate letters and store them in AX Complaint Response System (CRS) ◦ Went live April 2013 ◦ Communication portal between the OIC and insurance companies regarding complaints
For consumer No mailing required Able to file complaint and monitor progress 24/7 Improved response time Easy to provide supporting documents Customer satisfaction survey results for 2013 ◦ Easy to upload documents: 73% agree or strongly agree ◦ Opening documents from OIC was easy: 84% agree or strongly agree
For Companies ◦ Reduction in mailing costs ◦ Reduction in physical mail to handle ◦ Improved response time
For the OIC ◦ Reduction in mailing costs ◦ Significant reduction in physical mail to handle ◦ Significant reduction in paper to scan and store ◦ Improved response times ◦ Surpassing performance measure ◦ All information about a case in one location Statistics ◦ 11,000+ complaints/requests per year ◦ 68% received via online complaint system
Yearly reporting process for 500+ companies Yearly, Monthly, and as needed reporting for Rates and Forms process Repeatable results ◦ Streamlined processes ◦ Less mail and fax processing ◦ Less data entry required by staff ◦ Less scanning required by staff ◦ Information available for public to self-serve
Be willing to challenge assumptions Be creative Accept change is difficult, but inevitable Help business staff make the transition Do small, building block project