Unlocking the Data in Paper - Strata+Hadoop World 2015
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Enterprise data grows over 65% a year. Last year, non-productive information work—reformatting, data entry, and so on—consumed more than US$1.5 Trillion. Yet companies continue to pour billions into human-driven paper-to-digital processes. The reason is simple: paper works. It’s simple, and it carries most of an organization’s data. Yet fast, correct extraction of data from paper is essential, particularly for heavily regulated industries such as insurance or government. Captricity CEO Kuang Chen talks about New York Life’s work to better scale digitization across its forms while improving data quality and turnaround times.
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Unlocking the Data in Paper - Strata+Hadoop World 2015
- 1. Unlocking the Data in Paper A Case Study of New York Life O’Reilly Strata, February 18, 2015
- 2. A story in two acts 1. From Ugandan health clinics to the Fortune 100 • A story of reverse technology transfer 2. Lessons for organizations that serve everyone • A case study of New York Life
- 7. Act 2 1. From Ugandan health clinics to the Fortune 100 • A story of reverse technology transfer 2. Lessons for organizations that serve everyone • A case study of New York Life
- 9. “Going paperless” considered harmful • Paper often still the most appropriate tool for the job – Paper as transport, not storage • Mission critical processes require non-disruptive onramp – Focus on data, not process change
- 11. Organizations that Serve Everyone Government Healthcare Captricity.orgInsurance
- 12. For the largest insurance firms • Manual data entry essential to business process – Will continue for the foreseeable future – The main driver: mission-critical transactional processes • Challenges – Poor data quality and turnaround times hurt top and bottom line – Millions of customer transactions on paper each year $$$$ – Expecting slow “self-serve” adoption
- 13. Multi-Channel Capture Digital Transformation Actionable Data or Crowd-Guided Machine Learning 99%+ Accuracy Unconstrained Handwriting Dynamic Scaling A “Data-as-a-Service” Platform
- 14. First production workflow • Automated manual entry for business reply cards – Across hundreds of different templates / versions – Accuracy to 99.5% (vs. low-90s% manual entry avg.) – Turnaround-time to hours (vs. days) – Significantly reduced cost • Integration – Custom format, SFTP, nightly batch sweep into mainframe Data quality, Turnaround time, Cost
- 15. PLEASE PRINT OR TYPE APPROVED OMB-0938-1197 FORM 1500 (02-12) Application Form Claim Form Payment Authorization Expansion across the enterprise Customer service efficiency, Analytics, Fraud detection
- 16. 27% 25% 48% % Paper volume by transaction Top 5 Transactions Next 10 Transactions Other 240 Transactions • Paper transactions drive dozens to hundreds of backend applications – How can internal IT scale to integrate? • Each system’s business logic distributed across – DDL, web-service code, paper form instructions, workers’ heads – How best to gather, curate and share business logic? What about the next hundred workflows? Data-variety & Time-to-value challenge
- 17. What about the next hundred workflows? • Fail-safe vs. rip-replace • Distributed vs. monolithic • Standards + open source Non-disruptive onramp vs. IT transformation
- 18. What about the next hundred workflows? “Design the Future” contest playbook 1. Educate enterprise IT staff 2. Form cross-functional teams 3. Quick iteration 4. Engaged executive review board 5. Focus on culture-change + communications
- 19. Data access still matters “The best big data tools out there don’t matter if we can’t get to the data in the first place.” —Taha Kass Hout, Chief Health Information Officer, US Food and Drug Administration @kuang | kuang@captricity.com | captricity.com/jobs
Editor's Notes
- Thanks Excited to be here at strata and share and important story about paper and data access with you…
- A story in two parts Part 1: Ugandan health clinics & reverse technology transfer Part 2: Lesson for organizations that serve everyone & the NYL case study
- A story about reverse technology transfer Starting in 2008, I worked as a volunteer data analyst at an HIV/AIDS program in Tanzania Where community health workers like these form the backbone of their health system
- CHWs provide services like making sure children get vaccines They use paper forms because it’s the most appropriate technology It’s cheap, it doesn’t break or need batteries
- The following year, I got to test this in Uganda, while set up CHW program This is Dr Emma, Village doctor to a over 100,000 people I siphoned data into Excel and taught him Pivot Tables His new weekly reports triggered amazing action, with him asking questions about irregular infant mortality, and staff’s performance
- Chart in his clinic… pic worth 100 words should tell you two things Data like this chart helps them focus limited resources It’s hard to get data out of paper forms Look at the lengths they went through to have a bar chart When I saw this I decided to dedicate my career to arming the Dr. Emmas of the world with data….
- And here is act two…
- Slum in an African Village? No, this is the US VA This is the infamous image of the VA backlog of benefits claims. Peak of 617K cases in 2013 That’s 600k data driven decisions unmade Here, It’s easy to forget about these situations What happened?
- It’s actually because they tried to go paperless, again and again New systems are not designed for all possible users Throwing out legacy processes often results in project failure Lots of valuable data remains on paper Emphasis on paper often best tool for the job ----- Meeting Notes (2/16/15 16:34) ----- Remove the top bullet, use the 2nd level
- Once i lifted my head from the my dissertation… i realized there are so many orgs that serve everyone When this happen there is usually a paper form in play and somebody needs to address these problems … Not showing you these logos to impress you... well maybe I am But... what these orgs share in common is that they have laws/legal mandates/missions charitable or otherwise to make sure everyone is served
- Once i lifted my head from the my dissertation… i realized there are so many orgs that serve everyone When this happen there is usually a paper form in play and somebody needs to address these problems … Not showing you these logos to impress you... well maybe I am But... what these orgs share in common is that they have laws/legal mandates/missions charitable or otherwise to make sure everyone is served
- Data entry is essential and not likely to change quickly because … Each organizations receives a minimum of 30M+ “transactions” / yr. requiring data entry These organizations traditionally move more slowly than in other industries and those looking to innovate are just starting to do so now Paper remains the primary driver because: An average of 50% of these transactions are submitted by paper Insurers continue to serve EVERYONE … including those who don’t have ondemand access to internet connections and smartphones The results of manual data entry aren’t meeting the needs of insurers because: Baseline accuracy rates produced by manual data entry is between 80%-95% Turnaround time for a standard customer form ranges between 3 – 14 days Budget for manual data entry services range from $10-35M / yr. Scaling the costs of legacy solutions is costly and creates risk for insurers
- Increase data accuracy More leads = more revenue Mainframe integration = point of pride Orgs… rely on vendor flexible to meet them where they are
- Our success led to rapid expansion to highest volume forms Application form. Daughter. 90+% of applications are still paper, aging broker population These forms are not going away Better turnaround time to match rising customer UX expectations Payment auth: Mission critical form: accuracy+TAT Multi channel approach Claims: Submitted with supplemental documents, signature Underwriting group more data to work with Detect fraud, and keep costs down
- So after the 1st 5, or 10 top transactions 50% of vol What about the next hundred? Very long tail of transactions that need backend integration Burning question: How can IT scale to integrate? How do you curate and gather BL That’s the important question
- One way is to bus in the IT transformation consultants 18mon as-is, and 36 mon impl is too long to wait and too costly to scale NYL wasn’t going to settle for trad. IT transformation They wanted: Fail-safe: cap means non-disruptive onramp focused on data, not process change Distributed: allow line-of-business to curate business logic + self-serve their own integration Standards based: efforts can be reused across enterprise and sector (ACORD)
- NYL created a special internal program to help identify new areas within the business that Captricity can help 1500 enterprise IT staff 6 teams 4 week sprints BIO, Chief Architect and SVPs sat in I would have never thought 170 old org could be so agile
- These days, we’re all worried about the data deluge But if there’s one thing to take away… is that data access still matters But for organizations that serve everyone, it’s not so much about big data tools, but access to data they need, when they need it At Cap, our vision is to democratize data access