ICWA BPM Ark Conference Presentation October 2009
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ICWA BPM Ark Conference Presentation October 2009

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This is the presentation ICWA gave at the BPM Ark conference describing how insurance can utilise self service, web capabilities and end-to-end process management to drive over $150,000M dollars in ...

This is the presentation ICWA gave at the BPM Ark conference describing how insurance can utilise self service, web capabilities and end-to-end process management to drive over $150,000M dollars in saving.

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  • Solution Architecture Overview. OCRF Web Application written using TIBCO General Interface. -Rich client side functionality including Crash Map map to assist with accurately pin pointing the crash location, Crash Diagram using vector graphics in a custom drawing tool which is interactive (takes input entered and validated by user to produce widgets for the diagram ie. Vehicles with registrations and colour, road pieces and features, animals, pedestrians and cyclists) -Interfaces to Metroview mapping application to display Street maps with OnRoad/Offroad and Speedzone data provided for WA. Content is displayed in an iFrame. -Dynamically generated content based on crash reporter Role : Driver, Passenger, Witness etc. Crash reporter only displayed questions relevant to their situation versus paper form 11 pages sometime irrelevant sections Services Layer implemented using TIBCO BusinessWorks -BW services interfacing to external agency DPI for Motor Vehicle Licensing and Drivers Licensing validations. -BW services to render HTML generated by GI Application into a PDF that is then imported into IDM Tower Repository -Error handling requiring manual intervention is implemented using iProcess/BusinessWorks plugin Workflow and Imaging -PDF crash report is imported into IDM Tower and utilises existing Indexing and Case Management procedures -Manual Error handling procedures
  • Calendar for entering Date of Crash followed by capturing the Time of the crash Location details captured using mapping application. Demo used Google map service, OCRF project will use Metroview Movable cursor so that User can pinpoint accident location, Speed Zone functionality to be provided by Metroview. GPS coordinates will be returned to the OCRF database.

ICWA BPM Ark Conference Presentation October 2009 ICWA BPM Ark Conference Presentation October 2009 Presentation Transcript

  • Fab Zanuttigh Manager Motor Vehicle Personal Injury Division Insurance Commission of Western Australia
  • Crash Reporting A Web Based Integrated Solution
  • Agenda
    • Company Overview and Introduction
    • Our Challenge
    • Solution Architecture
    • Implementation
    • Business benefit and Impact
    • Best Practices and Lessons Learned
  • Company Overview
    • Government owned, self funded trading enterprise
    • Sole underwriter of the WA’s CTP scheme
    • 2.3 million registered vehicles
    • Gross written premium approximately $400 million pa
    • Claims Payments approximately $330 million pa
  • Company Overview (cont’d)
    • App. 16,000 crash reports and 4,500 new claims a year (excluding property damage only crashes)
    • 130 staff operating from one centralised location (11 allocated full time to crash reporting function)
    • Mission:
      • Ensure Third Party Insurance Fund is fully funded
      • Provide affordable premiums for W.A. motorists
      • Provide a cost effective claims system
      • Provide equitable compensation
  • Introduction
    • Fab Zanuttigh
    • Manager MVPI Division
    • 25 years experience in CTP insurance
    • Current scope of responsibility- managing the operations of WA CTP Insurance scheme and the administration of the statutory Third Party Insurance Fund
  • The Challenge
  • Current Experience – Then
    • Customers required to report crash multiple times
      • Insurance Commission – CTP
      • WA Police
      • Comprehensive insurance company
    • Paper based hard copy form report
      • Generally by telephone to ICWA
      • In person at Police station
    • Data entry function at receiving agency; duplication; rework requirements
  • Limitation of Legacy System
    • Inflexibility of hard-copy common use form
    • Hard copy form had to be scanned and converted to PDF format for import into the document/Imaging repository for use in existing workflow processes
    • Hand written forms/drawn crash diagrams
    • Costs – printing of hard copy forms by various agencies
    • Rework required for “data input” errors
    • Incomplete data collected at first instance
  • The Business Goals
    • One stop reporting – Improvement in customer service and convenience
    • Reduction of duplication of effort by Government agencies
    • Create a central repository to record all MV crashes in WA
    • Validation of personal/compliance information held externally to the Insurance Commission
    • Improved data sharing amongst agencies
  • Business Drivers
    • Significant shift in customers requirements
      • After hours accessibility
      • Regional and remote areas accessibility
    • Economics – imperative for improved efficiencies across Government
    • Risk management – Need for complete, accurate and timely crash data:
      • Crash Investigations
      • Claim payment
  • Challenges
    • Agencies consensus
    • Legal requirements/entitlements of reporters and agencies
    • User friendly – simplicity - context sensitive
    • Integration into I&W system
    • Integration of business rules – WAPol
    • 24x7 functionality
    • Build an ITIL compliant application maintenance facility (including service desk, incident, problem and change management)
  • Solution Architecture
  • Requirement for Project
    • Public facing web application expected to handle120K crash reports a year
    • Systems integration of mapping tool
    • Real time license validation
    • Electronic data capture to minimize re-keying of data by internal operators and external agencies
    • Create a centralized repository of Crash Report data for searching by ICWA and external agencies
  • Requirements of Project (cont’d)
    • Provide a portable solution for data capture that is decoupled from internal ICWA systems (provide for housing at external site)
    • Simplicity - Solution not to be onerous; easier and faster to complete (compared to completing a paper equivalent form)
  • Components – Business Requirements
    • Intuitive user interface to capture data and dynamically generate content based on role of crash reporter
    • Integration of mapping application to resolve address to GPS coordinate providing speed zone data and landmark information
    • Interface to licensing authority for Motor Vehicle and Motor Drivers License validations
    • Custom drawing tool to create scalable vector graphic for crash diagram
    • Application to render html content and vml into PDF format
  • Technology Platform
    • Creation of an externally facing web application
      • Integration of TIBCO General Interface (GI) with mapping content
      • Integration of GI to a custom developed drawing tool
    • Services interfacing to external licensing agency for motor vehicle and driver licensing validations.
    • Error handling requiring manual intervention implemented using BPM (TIBCO iProcess)/SOA (TIBCO ActiveMatrix BusinessWorks (BW))
    • BW services to render data and crash diagram gathered from GI application into a PDF that is then imported into IDM Tower Repository
  • Solution Architecture
  • Solution Architecture (cont’d)
    • Rich client side functionality including crash mapping to assist with accurately pin pointing the crash location;
    • Crash Diagram using vector graphics in an interactive, custom drawing tool incorporating ninputs entered and validated to produce widgets for diagrams of vehicles with registrations like;
      • colour
      • road features
      • Animals
      • pedestrians cyclists
      • Etc.
  •  
  • Solution Architecture (cont’d)
    • Interfaces to Metroview mapping application to display street maps with On Road/Off road and speed zone data provided for WA. (Content is displayed in an iFrame)
    • Dynamically generated content based on crash reporter role (i.e driver, passenger, witness etc.)
    • Context sensitive – Crash reporter only displayed questions relevant to their particular situation
    • Speed zone
    • School zone (if applicable)
    • GPS coordinates
  • Implementation
  • Approach and Methodology
    • Proof of Concept developed using Rapid Application Dev
    • Objectives of this phase:
      • ensure proposed solution was technically viable
      • use proof of concept to demonstrate functionality both internally and externally to garner support for the initiative
    • Project management methodology Fujitsu Macroscope
    • Implementation followed TIBCO Accelerated Value Framework methodology (best practice, frameworks)
    • Project Team (13 personnel); internal staff, both business resources and IT, external consultants PM, applications support
  • Business Benefit and Impact
  • Benefits and Return On Investment
    • Improved customer service; one stop reporting with convenience of a/hours access
    • Context sensitive dynamic form; reduces/avoids printing costs
    • Data entered by owner; reduced error and rework; Data received is validated; No data entry at receipt point
    • Real time validation of license details against licensing authority database
    • Auto population of tables – improved reporting
    • Freeing up of organisational resources for redeployment to “higher value” activities
  • Lessons Learned
  • Best Practices and Lessons Learned
    • Business involvement & take up- Involvement by internal stakeholders early on was minimal hence their requirements were difficult to ascertain;
    • acceptance of application an issue initially; Infrastructure challenges around capacity and stability
    • Requirements analysis phase – employ use cases; drill down to field level/map out data flows; use state diagrams
    • Dynamically generated content based on Role impacted ability to render to PDF in an accurate manner
    • Custom drawing tool implemented in VML – tied us to Internet Explorer as a browser limiting cross browser potential without re-writing the drawing tool
    • Javascript development difficult to debug and unit test
  • Best Practices and Lessons Learned (cont’d)
    • Rendering – importance of producing legally binding document, static template vs dynamic form content
    • IT resources and involvement minimal – lack of appreciation of requirements and objective
      • Commitment of resources required from IT
    • Public facing website first for ICWA and TIBCO
      • Project Team inexperienced at developing externally facing web applications (no web designer on project)
    • OCRF User Interface – original requirement underestimated degree of complexities related to role of reporter
    • Issues around monitoring, support and DR impacted timelines
  • Wrap Up and Summary
    • We wanted to developed an on-line reporting facility that interfaces with a number of independent external entities
    • The aims were to:
      • Improve data integrity, by validating crash data against validated sources in real time
      • Eliminate the duplication of effort, and
      • Improve customer service by providing a flexible and convenient “one stop” reporting mechanism for motor vehicle crashes in WA
  • Wrap Up and Summary (cont’d)
    • The undertaking proved to be far more challenging than originally thought
    • Key in the achievement was clarity of purpose; a “visualisation” and effective articulation of the desired end product and outcomes
    • Vital for successful outcomes are:
      • Effective communication both with internal and external stakeholders
      • Buy in and ongoing support from senior management
    • The importance of selecting the “right” technology partner can not be over stated
  • Next Steps
    • Broaden cross browser support capabilities
    • Stabilize the application and the platform
    • Work on automated testing framework capabilities
    • Look to external agencies to feedback enriched data (information from comprehensive insurers)
    • Implement automated monitoring system
    • Integrate application in DR framework
    • Capitalize on the investment in the TIBCO product stack, enterprise BPM and SOA
  • Questions