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This presentation outlines how leveraging internal systems help solve a business problem.
Citation preview
LEVERAGING INTERNAL
SYSTEMS AND INTEGRATION
By Duane L. Nicholson, M.B.A.
Principal Consultant, N.B.D. Consulting Services
Product & Solution
The Scheduled Increase Rider allows clients to purchase the option to increase coverage in specific time periods in the future. Due to concerns about anti-selection, the product was modified to require increases at given intervals or the client risks forfeiture of future increases. In addition, this rider allows for automatic increases without medical underwriting but still requires financial underwriting for suitability purposes.
Business Problems
•Business model uses an independent producer channel that has strong relationship with the client. So, producer involvement is key to the process.
•Clients often don’t respond to correspondence in a timely manner. This further supports the need to have producer involvement.
•What should be done when incomplete paperwork is received?
•Mainframe and Documaker/Documerge are independent of other systems (e.g., PPT, Workflow)
Objective & Requirements
Objective
Send correspondence to client and have the ability to communicate status of client request.
High-Level Requirements
• Send correspondence 60 days in advance of increase to allow client time to gather and complete forms.
• Engage the producer to help facilitate a timely response form the client.
• Modify workflow process to accept new documents and respond accordingly to an incomplete response.
Internal Systems
Notification and Alert Process Flow – Internal Systems
File
net/
Prin
ter
Doc
umen
t Con
trol
Re
posi
tory
Corr
espo
nden
ceTo
olD
ocum
aker
Mai
nfra
me
10/1/2010 2/1/2011
11/1/2010 12/1/2010 1/1/2011
Reminder Package
Dis
clos
ure
HIP
AA
Supp
App
Cove
r Lett
er
Notification Package
Dis
clos
ure
HIP
AA
Supp
App
Cove
r Lett
er
Trigger Notification Letter
CSV Extract
Commit to Filenet and Mail
A
Dis
clos
ure
HIP
AA
Supp
App
Generate Alert
C
B
F
Trigger Reminder Letter
CSV Extract
Dis
clos
ure
HIP
AA
Supp
App
Response Received?
H
Stop
Yes
No
Generate Alert
Create AWD Work Item
I
J
K
NCommit to Filenet and Mail
This diagram illustrates how the mainframe sends a file to Documaker. This file then converts that file into a .csv file that is consumed by the Correspondence Tool.
The Correspondence Tool was leveraged since it was already being used with the commission systems to send out producer notifications.
The Correspondence Tool then pulls documents from a document repository and creates a package and store thes in Filenet so that the Customer Service teams would know what was sent to the client. At the same time, these documents are forwarded to the client 60 days in advance of the scheduled increase. The Correspondence Tool provides the bridge between all systems.
Notification and Process Flows
Notification and Alert Process Flow – Workflows & Alerts
Web
Por
tal
Ale
rt S
tore
d Pr
oced
ure
Wor
kflo
w S
yste
m
A
Execute Stored Procedure – Send Notification Alert
Display Alert
Send Notification Alert
D
10/1/2010 2/1/2011
11/1/2010 12/1/2010 1/1/2011
E
Execute Store Procedure –
Response Received
Execute Stored Procedure –
Change Alert Status to Inactive
Display Alert
Doc Received?
Doctype Received?
Create Doctype AWD Work Item
Yes
Send to AbeyanceG
D
H
Send Reminder Alert
Display Alert
Execute Stored Procedure – Send
Reminder Alert
Doc Received?
Display Alert
Create Doctype AWD Work Item
Send to Abeyance
Execute Stored Procedure –
Change Alert Status
Doctype Received?
Execute Store Procedure –
Response Received
I
L
M N
O
L
P
Stop
Yes
No
No
Yes
Yes
No
No
This is a manual process completed
by the user.
This is a manual process completed
by the user.
Once correspondence is sent to the client, a store procedure is forwarded to the web portal that turns on the alert for the producer. This gets the producer to engage with the client in the process.
This section describes what happens if the client responds to the request.
Documents are scanned for codes that identify the type of document (doctype) and automatically sends these items to the client services team for processing the increase request.
A stored procedure is sent to the Workflow systems 30 days prior to the increase request to see if all requirements are received. If received, it turns off the Alert. Otherwise, another Alert is generated.
Client Facing Items
Notification and Alert Process Flow – Client Facing
Clie
ntPr
oduc
erCu
stom
er S
ervi
ce
C
B
Notification Package Received
Notification Package Received
D
Response?
10/1/2010 2/1/2011
11/1/2010 12/1/2010 1/1/2011
E
Yes
F
G
Contact Client
No
Notification Alert
Response?
Contact Client L
Reminder eAlert
Incomplete Correspondence
Assumes any response
regardless if the response is incomplete.
J
Reminder Package Received
K
Reminder Package Received
M
Yes
Assumes any response
regardless if the response is incomplete.
O
Incomplete Correspondence
PNo
This diagram shows the Alerts as described previously as well as what happens when the response is received or not received from the client.
If the client, doesn’t respond with complete information the process restarts on the scheduled increase date as outline in the purple color diagram shapes.
Internal Systems:Response not Received.
Notification and Alert Process Flow – Internal Systems
File
net/
Prin
ter
Doc
umen
t Con
trol
Re
posi
tory
Corr
espo
nden
ceTo
olD
ocum
aker
Mai
nfra
me
10/1/2010 2/1/2011
11/1/2010 12/1/2010 1/1/2011
Reminder Package
Dis
clos
ure
HIP
AA
Supp
App
Cove
r Lett
er
Notification Package
Dis
clos
ure
HIP
AA
Supp
App
Cove
r Lett
er
Trigger Notification Letter
CSV Extract
Commit to Filenet and Mail
A
Dis
clos
ure
HIP
AA
Supp
App
Generate Alert
C
B
F
Trigger Reminder Letter
CSV Extract
Dis
clos
ure
HIP
AA
Supp
App
Response Received?
H
Stop
Yes
No
Generate Alert
Create AWD Work Item
I
J
K
NCommit to Filenet and Mail
The process begins the same, except that it requires associate intervention. This is why a work item is created requiring a client services associate to get involved and to expect new documents.
Notification and Process Flows
Notification and Alert Process Flow – Workflows & Alerts
Web
Por
tal
Ale
rt S
tore
d Pr
oced
ure
Wor
kflo
w S
yste
m
A
Execute Stored Procedure – Send Notification Alert
Display Alert
Send Notification Alert
D
10/1/2010 2/1/2011
11/1/2010 12/1/2010 1/1/2011
E
Execute Store Procedure –
Response Received
Execute Stored Procedure –
Change Alert Status to Inactive
Display Alert
Doc Received?
Doctype Received?
Create Doctype AWD Work Item
Yes
Send to AbeyanceG
D
H
Send Reminder Alert
Display Alert
Execute Stored Procedure – Send
Reminder Alert
Doc Received?
Display Alert
Create Doctype AWD Work Item
Send to Abeyance
Execute Stored Procedure –
Change Alert Status
Doctype Received?
Execute Store Procedure –
Response Received
I
L
M N
O
L
P
Stop
Yes
No
No
Yes
Yes
No
No
This is a manual process completed
by the user.
This is a manual process completed
by the user.
Essentially this process works the same except that the a stored procedure is sent to the Workflow systems the day of the scheduled increase. If received, it turns off the Alert. Otherwise, another Alert is generated.
If no response is received from the client 60 days after the scheduled increase, the Alert is turned off.
Client Facing Items
Notification and Alert Process Flow – Client Facing
Clie
ntPr
oduc
erCu
stom
er S
ervi
ce
C
B
Notification Package Received
Notification Package Received
D
Response?
10/1/2010 2/1/2011
11/1/2010 12/1/2010 1/1/2011
E
Yes
F
G
Contact Client
No
Notification Alert
Response?
Contact Client L
Reminder eAlert
Incomplete Correspondence
Assumes any response
regardless if the response is incomplete.
J
Reminder Package Received
K
Reminder Package Received
M
Yes
Assumes any response
regardless if the response is incomplete.
O
Incomplete Correspondence
PNo
This diagram shows the Alerts as described previously as well as what happens when the response is received or not received from the client.
If the client doesn’t respond with complete information, the process restarts on the scheduled increase date as outline in the purple color diagram shapes.
Solution Results
Problems• Business model uses an independent
producer channel that has strong relationship with the client. So, producer involvement is key to the process.
• Clients often don’t respond to correspondence in a timely manner. This further supports the need to have producer involvement.
• What should be done when incomplete paperwork is received.
• Mainframe and documaker/documerge are independent of other systems (e.g., PPT, Workflow)
Solution
• Utilize eAlert functionality to stimulate the producer to engage with the Client.
• Correspondence sent 60 days in advance and day of scheduled increase.
• Workflow system engages client services team to follow up with client.
• Leverage Correspondence tool outside of commission processes to bridge mainframe & correspondence and web portal.
Contact…N.B.D. Consulting Services to leverage existing systems in your organization.
Call (949-328-6093)
or visit http://www.nbdmcs.com