icwa bpm ark conference presentation october 2009

© 2009 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.

Fab Zanuttigh

Manager Motor Vehicle Personal Injury Division

Insurance Commission of Western Australia


Crash Reporting

A Web Based Integrated Solution


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Agenda

Company Overview and Introduction

Our Challenge

Solution Architecture

Implementation

Business benefit and Impact

Best Practices and Lessons Learned


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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


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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 fundedProvide affordable premiums for W.A. motoristsProvide a cost effective claims systemProvide equitable compensation


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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


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Current Experience – Then

Customers required to report crash multiple timesInsurance Commission – CTPWA Police Comprehensive insurance company

Paper based hard copy form reportGenerally by telephone to ICWAIn person at Police station

Data entry function at receiving agency; duplication; rework requirements


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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


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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


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Business Drivers

Significant shift in customers requirementsAfter hours accessibilityRegional and remote areas accessibility

Economics – imperative for improved efficiencies across Government

Risk management – Need for complete, accurate and timely crash data:Crash InvestigationsClaim payment


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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)


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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


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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)


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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


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Technology Platform

Creation of an externally facing web applicationIntegration of TIBCO General Interface (GI) with mapping

contentIntegration 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


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Services Layer(Tibco BW)

OCRFDatabase(Oracle)

WorkFlowProcesses

(Tibco iProcess)

PDF Crash Report

CRASHMANGEMENT

SYSTEM(Java/Web)

View CrashReport Data

-View OCRF Data-Enter Crash Reports via Image/Phone-Search, Create or Update Crashes-Search, Create or Update Contact Name

CICS Gateway

Store Crash Report

Crash Report PDF

Crash Report Image

JDBC

Crash report phone call

Update AsProcessedPhone call

Phone call

ContactNamesTables

MV CrashTables

Mainframe Databases(DB2)Mainframe Databases(DB2)

Metroview MappingApplication

HTTP

OCRF Web App(Tibco GI)

HTTPS

DPIMotor Vehicle &Drivers Licence

Validation

MQ/JMSbind

JS

IDM Applications

Key

OCRF Project

Data Capture Project

Contact Names Upgrade Project

Contact NamesSystem

MV System

Mainframe ApplicationsMainframe Applications


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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;colourroad featuresAnimalspedestrians cyclists Etc.


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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


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•Speed zone•School zone (if applicable)•GPS coordinates


Implementation


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Approach and Methodology

Proof of Concept developed using Rapid Application Dev

Objectives of this phase:ensure proposed solution was technically viableuse 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


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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


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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


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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


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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 timeEliminate the duplication of effort, and Improve customer service by providing a flexible and

convenient “one stop” reporting mechanism for motor vehicle crashes in WA


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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


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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

icwa bpm ark conference presentation october 2009

Technology

motor vehicle

solution architecture

application

role

icwa

pdf

requirements

validated