Digital Document Processing

Transcription

1 Digital Document Processing

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3 Digital Document Processing A well-planned, centralised and efficient system for managing physical and electronic documents can significantly speed up business processes, enhance operational efficiencies, improve customer service and reduce costs. As a business grows and evolves, the amount of data and documents it manages can greatly escalate, causing significant administrative overheads and costs, as well as increasing the level of human error. The need to replace hardcopy documents and the associated manual intervention with digitalised soft copy documents becomes increasingly compelling. Build on years of experience in document and lifecycle management, Gratex International has designed and developed DeNovius(doc), a digital processing solution that centralises and automates policies, claim files and other relevant documents. The solution offers a comprehensive set of tools for the effective storage, management and delivery of digital documents (sending, receiving, reviewing, searching, archiving, annotation, workflows, controlling, etc). DeNovius(doc) is designed specifically for the financial and insurance industries, but allows adjustment also for other sectors. Based on proven methodologies the solution can be deployed rapidly, and easily integrated with an organisation s core business systems and applications. 01. Business Goals Seamless integration of all documents and processes at one platform Digitalisation of the documents - every document, created or received, is converted into electronic formats, stored and managed in a central repository Faster document processing faster response time and shorter claims process Process optimisation due to automated collecting of information on document Increasing the productivity of personnel due to central workload overview Increasing the scope and quality of the client services Saving costs in archiving storage capacity Complying with all regulatory requirements (Solvency II ready data, industry archiving standards) Streamlining the operational processes for improved business performance 1

4 02. Solution DeNovius(doc) solution extends the power and efficiency of the core business systems by managing all document based communication in a fully integrated, automated and optimised way. It manages the entire end-to-end life cycle of a document, ensuring it s stored and distributed to the correct location for review, processing and archiving. The system transforms paper documents into electronic documents (by scanning and importing), allowing these documents to be routed to a specific user or work group, for reviewing, notations and approval. Automated alerts can bring pending documents to the attention of the responsible individuals. DeNovius(doc) also automates the entire administrative function associated with document and form management and providing services of central content management, central workload management and central template register. The system is designed as a modular set of enterprise content management web services with standardised integration to existing client core system. DeNovius(doc) is ready to work with standard Content Management Platforms or Open Source CM. Standards like CMIS enable the integration with any Content Management platform. DeNovius(doc) solution covers the following areas: Digitalisation of incoming paper based documents Centralised management of outgoing correspondence with full control and change tracking for every template and sign-off Electronic delivery of documents to authorised internal departments Electronic processing and delivery channels to customers and partners Integration of photos, s, office documents, local prints, mass prints, marketing messages, SMS, faxes and telephone recordings to one central repository Business event mapping to documents in content storage Distribution of any content to persons responsible for processing User workplace for content management Standardised integration to other systems Measuring and monitoring of business process performance triggered on document flow or change 2

5 03. Processes and Functionalities DeNovius(doc) solution provides the features that cover all functions of document processing management within the company. CORE SYSTEM INTERFACE SERVICES TO CORE SYSTEMS Web DISTRIBUTION MANAGEMENT INPUT MANAGEMENT Web Fax Scan COMPANY COMMUNICATION DOCUMENT DESIGN ARCHIVING KPI REPORTING USER WORKLOAD MANAGEMENT CASE MANAGEMENT PROCESS MANAGEMENT COMPANY COMMUNICATION Scan Fax File (e.g. PDF) USER PROFILE MANAGEMENT SECURITY MANAGEMENT File (e.g. PDF) INTERFACE SERVICES TO STORAGE (CMIS) CENTRAL CONTENT STORAGE 3

6 Input Management DeNovius(doc) provides transformation of the paper versions of documents into a digital form. Documents that already exist in electronic form can be simply imported and categorised in DeNovius(doc) system and then distributed to the correct location (user) for processing and review. Preferred document formats can be easily created and managed. The text can be captured through manual or automatic recognition capability of the system. This functionality also supports fully automatic transfer of recognised and by business rules approved data to customer s core system. User workplace Main workspace functionality Workspace services DOCUMENT TRANSFER INTO CONTENT REPOSITORY PAPER ARCHIVE SUPPORT INDEXING AND VALIDATION DOCUMENT LIFE CYCLE REPORTING User for document transfer E-DOCUMENT UPLOAD ROUTING RECOGNITION WORKING WITH DOCUMENTS DOCUMENT META DATA EDIT ADVANCED SEARCH DOCUMENT MOVEMENT BETWEEN USER AND PROCESSES DocBoxmain user (Core system user) WORKGROUP MANAGEMENT INTEGRATED WITH CLIENT HR DIGITAL DOCUMENT VIEWING WORKLOAD MANAGEMENT WORKGROUP ACCESS RIGHTS MANAGEMENT ADDITIONAL DOCUMENT INFORMATION CREATING AND EDIT DOCUMENT HISTORY PREVIEW SENDING KPI REPORTING OUTGOING DOCUMENT CREATING AND DISPATCHING SYSTEM ADMINISTRATION USERS RIGHTS MANAGEMENT TEMPLATE REGISTER MANAGEMENT TEMPLATE DESIGN AND DATA BINDING administrator MONITORING & SYSTEM BACKUP OUTBOUND DOCUMENT DISTRIBUTION ADMINISTRATION RECOGNITION ADMINISTRATION 4

7 User Workload Management DeNovius(doc) principal function in the insurance company is the tracking of workload. DeNovius(doc) is built as a system for tracking and management of all business events in the company. The system provides the tool for management of the documents (events, tasks) the user workplace (DocBox). Each user, department and organisational unit can process all documents via the user workplace (DocBox), in which documents can be viewed as a list of assigned tasks. Functionalities of DocBox allow managing the document flow and distribution. The latest version of the document is always displayed in the DocBox. In case of documents with multiple versions it is possible to display the history of changes and to view the contents of historical documents for specifically defined profiles and user roles. Workgroup management allows managing workload in organisational units of the company (groups, departments, divisions). Responsible manager can access tasks and documents of all subordinated persons and redistribute the work according to actual situation. The same hierarchy is used in performance and status reporting. Additional document information (notes, stickers, indexes) supports approval and revision processes. Document flow functionality in the DocBox enables its passing to another process step. Case Management A case is any project, transaction, service or response that is opened and closed over a period of time to achieve resolution of a problem, claim, request, proposal, development or other complex activity. For case management requirements the solution provides a collaborative framework for assessing, planning and facilitating cases across the enterprise. The system allows an organisation to leverage knowledge resources across different job roles and departments to promote quality and cost-effective outcomes. Process Management The document process status, as well as information about actual user, document type, its allocation to a specific business unit, document identifier and the date the document was entered into the system, are stored in the system as meta data. This meta data concept enhances business processes management without need of any additional business process management investments. Security Management DeNovius(doc) allows definition of the access rights for groups or individual user to the specific document type, individual document or part of the particular document. System supports almost all ECM security standards (watermarks, digital signature, encryption etc.) 5

8 Document Design & Distribution Management Documents can be created on the basis of pre-defined templates, ensuring standardisation of communication processes and form handling. In addition, the system allows for dynamic, rule based compilation and versioning of document components. Central templates register optimizes the change management in templates and document distribution for all distribution channels (fax, SMS, , print, mass print). Through infrastructure integration with the system, standard document components are compiled automatically for print ready output files directly from the core systems. Users are then able to edit, monitor and control the final output before documents are printed and dispatched. Archiving DeNovius(doc) automates archiving and document storage to any standard archiving/content management system. Automated archive rules ensure that after a specified period of time the documents can be deleted and/or transferred to an archive medium. Due to compliance or regulatory requirements, the organisation may need to keep and present the original paper document in case of a legal dispute or for auditing purposes. DeNovius(doc) minimises the need to physically handle the paper original, thereby improving document handling procedures. KPI Reporting DeNovius(doc) provides comprehensive reporting based on the collection and aggregation of information about document management and tracking processes. At a document level, the system stores information about date and time of entering the system, user names, status changes, document status changes, the flow of the document between users or process stages. As it also records the time a user works on content and the volume of documents passing through the DocBox, business processes can be analysed and improved over time. User Profile Management Unique user profiles and access privileges by groups or individuals are assigned. Rules and permissions specify who can create and authenticate different types of documents, and also the procedures to be followed. 6

9 04. Integration with other systems DeNovius(doc) as a central ECM solution in the company is developed as a fully integrated system for providing all document related services to third party systems. Communication with core system is built as a set of universal web services (SOA based architecture). DeNovius(doc) contains integration adapters for any standardised information exchange. The system supports document input and output channels as fax servers, SMS gateways, servers, WEB servers and mass printing. Content storage integration is based on CMIS standard. Content input and output channels In DeNovius(doc), all sources of the content are supported for storage. Optimised distribution of paper letters, s or notifications for clients and sales is an integrated part of the solution. Supported document inputs and outputs are: Electronic File SMS Fax Web INPUT Scan Printing (Local,Mass) Electronic File SMS OUTPUT Fax Web User Interfaces The system supports thin client (internet browser integration) and mobile device user interfaces. 7

10 05. Benefits With implementation of DeNovius(doc) solution, the insurance company will achieve particularly the following business benefits: Breakthrough productivity increase Significant cost reduction on all activities related to document handling Improved customer experience through faster, more responsive service Document management automation, realisation of the paperless office vision through optimisation of content management and communication processes Minimisation of human error through exception handling Future proof system: fully integrated technology platform catering for future change Meaningful, real time reporting and analytics to support decision making processes Reduction of repeated access to paper documents (unified document access for all technological clients) 8

11 06. Technology OS INTERNET BROWSER HOSTED USER INTERFACE Application Server EXTERNAL SECURITY INFRASTRUCTURE Spring Container DeNovius(doc) SPRING SECURITY EXTERNAL SYSTEM INTEGRATION SERVICE INTERFACE POJO BUSINESS LAYER CORE SERVICES Storage Manager RABBIT MQ HIBERNATE / JPA XADISK SQL DATABASE FILESYSTEM 9

12 07. References Allianz Slovenská poisťovňa In 2004 Allianz Slovenská poisťovňa, Slovak Republic, implemented the Document Management System developed by Gratex International to manage the company s insurance and reinsurance document communication needs and processes. The system was fully integrated with the Allianz s other core information systems and has been continuously maintained and upgraded since. Over time its functionality has been expanded based on customer requirements, providing invaluable assistance in the growth and development of Allianz s business. As a result of the Document Management System deployment in Allianz Slovenská poisťovňa, a number of significant measurable business benefits have been achieved across the operational areas, such as: breakthrough productivity increase of 60% in the central archiving functions., 25% in claim processing and 5% in administration functions, improved customer experience due to reduction of response times for client requests in taxation from 4 days to 2 days and in administration from 10 days to 4 days, radical shortening of the document delivery processing within the insurance company from 4 days to less than 5 minutes and shortening of the processing in the underwriting section from 6 days to less than 15 minutes. Allianz DSS (Pension Administration Company) Gratex International implemented the customised Document Management System in Allianz DSS, Slovak Republic, (Pension Administration Company) in The basic aim was to digitalize all documents related to business processes within the company. Implemented system contains wide range of functionality: document workflow management, management of user rights, ability to generate various types of reports, document encryption and other additional functions. System is continuously enhanced and maintained by Gratex International according to customer s requirements. Allianz Asset Management Implementation of the Document Management System took place also in Allianz Asset Management Company, Slovak Republic. The effort was to improve business processes and reach cost reduction in all activities related to document handling in the company. The system operates tens of thousands documents and provided wide range of functionality regarding document management. 10

13 08. About Gratex International Gratex International is one of the leaders in developing enterprise software solutions based on high-tech technologies. Our dedicated and highly skilled teams build sophisticated custom solutions that add value, streamline business operations, and increase bottom-line profitability, for our customers and their organisations. Our solutions are tailored to the needs and requirements of particular market sectors and are highly customisable to meet the needs of individual clients. This enables our customers to get the most out of their investment with Gratex. Primarily focused on the insurance industry, we also provide solutions for the financial, banking and telecommunication industries. The quality of our solutions stems not only from our methodologies and technical expertise, but also from our analytical knowledge and extensive research into our clients industries and marketplaces. In addition to our sophisticated portfolio of software solutions, we offer a range of professional and consulting services to ensure the successful implementation, deployment, operation and administration of our technology within our client s business environment. Gratex s team is comprised of almost 400 highly qualified staff, two thirds of whom participate directly in research and development. That represents a significant investment in the future roadmap of our solutions and the business value they give to our customers. To support the work of our development efforts, we employ a range of certified specialists in the areas of development, project management, business process management and security. Gratex International is based in Central Europe (Bratislava, Slovakia), with local offices in Sydney, Australia and a registered branch office in Seoul, South Korea. Gratex International s total revenue for the year 2011 is 35 million EUR. Gratex International is certified for ISO 9001:2008, ISO 27001:2005, ISO 14001:2004 and OHSAS 18001:2007, all implemented into an Integrated Management System. 11

14 NEXT STAND-ALONE MODULES OF THE DENOVIUS INSURANCE INDUSTRY SOLUTION ARE ALSO AVAILABLE: (tec) FRAUD DETECTION ACROSS ALL INDICATORS, CLIENTS AND USERS BEHAVIOR (cdm) AUTOMATED TRANSACTIONS OF COMPLEX COLLECTIONS AND DISBURSEMENTS (re) AUTOMATED AND OPTIMISED REINSURANCE PROCESSES IN ONE PLATFORM (co) PRECISE, STREAMLINED COMMISSIONS AND SALES MANAGEMENT 12

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16 Gratex International, a. s. (Headquarters) GBC IV Galvaniho 17/C Bratislava Slovak Republic Phone: sales@gratex.com marketing@gratex.com Company websites: Gratex International Pty Ltd G1, 2B Lord Street Botany, NSW 2019 Australia Phone: Fax: info@gratex.com.au Sales: sales@gratex.com.au Gratex International Allianz Tower Yoido-Dong Youngdeung po-gu Seoul, Korea Phone: