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