How our IBM Business Process Management Solution Resulted in 100 Percent of Application Workload Becoming a Standardized, Paperless Process
A life and annuity insurance provider was using an existing BPM solution to process a fraction (~25%) of new policy applications while the remainder relied on paper-based processing.
Even within the BPM solution, tasks were being performed across multiple roles with varying workloads.
The business expressed a desire to standardize their processes in order to move to a 100% paperless processing environment prior to moving physical locations.
Enter Centric: A BPM Solution to Solve a Need to Go Paperless
Centric Consulting worked with the client to design a standardized process that better supports the business, customers and agents while providing on-going flexibility. This required re-defining end user roles and developing the new process in the BPM solution.
We leveraged our “modified agile” methodology to address the design and development, while customizing this to incorporate a heavier than usual focus on requirements definition in order to ensure early agreement on the standardized process.
This results-driven iterative approach included multiple “playback” review sessions. These sessions were conducted with the business throughout development in order to demonstrate the streamlined workflow and functionality. Additionally, the “playback” review sessions allowed us to collect feedback to ensure the solution aligned with business expectations.
The process itself was implemented in two phases in order to allow for a smoother transition of work as the solution was proven in the production environment.
The Result: A 100% Paperless Process
The new process moved 100 percent of applications to a standardized and paperless process utilized by over 100 users across 9 distinct roles. That increased the volume processed within the system from less than 10,000 to greater than 35,000.
Additional user experience improvements include:
- Clearly split work tasks between specific roles, allowing business associates to focus on the top priority items within their specific area of expertise
- Allowing users to quickly and easily search for applications by various search criteria
- Providing process performance and workload dashboards