Northwestern Mutual: Providing Content Services to the Enterprise

Michael GrimesI.S. Consultant

Enterprise Content Management Competency Center

Agenda

Background Challenge Solution options Enterprise Document Management Service Benefits Lessons Learned Next steps Other Documentum Solutions at

Northwestern Mutual Questions

Northwestern Mutual

Northwestern Mutual is the leading direct provider of individual life insurance in United States

Northwestern Mutual receives the highest possible ratings for financial strength from all four major financial ratings agencies

As a mutual company, Northwestern Mutual leads its industry in dividends and expects to pay a record $3.77 billion in dividends to participating policyowners in 2004

Northwestern Mutual has more than:– 3 million policyowners and clients– $16 billion in annual revenues– $113 billion in assets

Headquarters are in Milwaukee, Wisconsin

Northwestern Mutual Financial Network

The Northwestern Mutual Financial Network is the marketing name for the company's sales and distribution arm

The Network has 350 offices and 7,900 representatives across the United States

Representatives have access to a network of specialists who together provide advice on:– Asset & Income Protection – Personal Planning – Education Funding – Business Planning – Investment Services – Estate Planning – Trust Services – Employee & Executive Benefits – Retirement Solutions

Challenge

Entering 2003, Northwestern Mutual had only implemented a couple of Documentum solutions – Documentum Desktop interface– Captiva Software’s InputAccel

Three large corporate projects got funded in 2003 which require Documentum to be integrated with Line of Business (LOB) applications– No experience integrating Documentum

into LOB applications!

Project #1 - Requirements Ordering Service System

This project implemented a scanning and ordering system for Attending Physician Statements (APS) and eliminated redundant data entry by automatically retrieving data from existing systems.

The new system required a solution that allowed them to image and electronically store Medical Authorization documentation which would be electronically transmitted to vendors for processing.

~300 users with a 90 day retention period for documents

Project #2 – Disability Income Processing Platform

Managing disability claims is a critical function for our company and the Disability Income Benefits processing and service systems were out of date and not poised to meet future service demands.

The new system required a solution that allowed them to electronically store case and claim documentation. – Letters sent to the insured– Completed forms received from the insured

through fax and mail– Details of telephonic conversations related to

the case– Any other notes related to a case.

~250 users

Project #3 – Franklin Workflow E-Files

In 2002, Northwestern Mutual announced a major expansion program to build an additional campus in Franklin, a suburb of Milwaukee

Three business areas relocated to the new campus– Represented almost 15% of the Home Office

organization In the existing environment, most of the file

documentation used for underwriting resided in paper format.

If only paper remained after the move to Franklin, the existing service level goals would be compromised.

The system required a solution that electronically captured and stored documents that would be need by underwriting areas at both locations.

~600 users / ~800GB of content per year

Application Infrastructure

All three solutions would be Java-based web applications running on IBM WebSphere

Client interface would be through Internet Explorer

Content would consist mostly of images stored in PDF format– Adobe Reader and Acrobat Standard

Documentum Infrastructure

Documentum 4i Content Server (v4.2.8) – Application Server

• HPUX 11.00• HP9000 N4000-55 server• 8 CPUs / 16GB of memory

– Sybase Database Server• HPUX 11i• HP9000 rp8400-16 server• 8 CPUs / 16GB of memory

– Storage• Network Appliance FAS960c• 24 TB• SnapLock Compliance software (WORM)

Documentum Foundation Classes (v4.2.8)– Network Appliance's Filer

• Network Addressable Storage (NAS)• Mounted on multiple servers

Solution Options for Documentum Interface

Desktop– Projects required Internet Explorer interface

Webtop– Projects wanted custom interface /

experience– Integration with LOB applications

WDK or direct Documentum Foundation Classes (DFC) calls– Engineers wanted to insulate applications

from Documentum-specific components and API calls

Internally develop “Service”– Methodology had precedent within company

for data access and email integration

Enterprise Document Management Service (EDMS)

Java program which provides a “wrapper” around the Documentum DFC

MQ Series-based communication Java “proxy” available for applications Client interfaces

– MQ Series / XML– Java objects

Services provided by EDMS

AddCustomFolder AddFolder AddDocument CheckInDocument CopyDocument CopyMoveFolderAllVersions CopyMoveDocListAllVersions DeleteDocument GetCurrentDocument

GetDocument GetDocumentList GetDocumentListQuery ModifyFolderAccess UndoCheckOut UpdateAttributes UpdateAttributesQuery

<AddDocumentRequest nml-type="Structure" nml-version="001">. . . . . . <OperatorNam nml-type="String">di_monitor</OperatorNam><DocTypeTxt nml-type="String">di_correspondence</DocTypeTxt><CreateFolderInd nml-type="String">Y</CreateFolderInd><FolderPathNam nml-type="String">/DI BENEFITS/CASE/0000877388</FolderPathNam>. . . . . .<Attributes nml-type="Array"> <object_name nml-length="10" nml-type="String">Preliminary

Notice</object_name> <di_title nml-length="10" nml-type="String">Preliminary Notice</di_title> <authors nml-length="10" nml-type="String">Sachin</authors> <dept_div_cde nml-length="10" nml-type="String">DIB</dept_div_cde> <di_doc_status_cde nml-length="10" nml-type="Number">1</di_doc_status_cde> <case_num nml-length="10" nml-type="String">0000877388</case_num> <online_doc_ind nml-length="10" nml-type="Number">1</online_doc_ind> <significant_ind nml-length="10" nml-type="Number">0</significant_ind> <doc_type_cde nml-length="10" nml-type="Number">4</doc_type_cde> <commun_mode nml-length="10" nml-type="Number">0</commun_mode> <intrnl_pro_doc_ind nml-length="10"

nml-type="Number">1</intrnl_pro_doc_ind> <owner_create_dte nml-dateformat="MMDDYYWithSlash" nml-

type="Date">05/14/2004 09:28:04:349</owner_create_dte> <prim_doc_catg_cde nml-length="10" nml-type="Number">1</prim_doc_catg_cde></Attributes><ACLNam nml-type="String"></ACLNam></AddDocumentRequest>

<GetCurrentDocumentRequest nml-type="Structure" nml-version="001">

. . . . . .<OperatorNam nml-type="String">lep03</OperatorNam><FolderPathNam nml-type="String">/New

Business/Policy/</FolderPathNam><DocumentId

nml-type="String">090060ed801011fc</DocumentId><DocTypeTxt nml-type="String"> nb_document

</DocTypeTxt><URI

nml-type="String">file://NAS/directory/data/nb/view/Personal_History_Interview_08_27_2004_15_07_22_zIYvk9sP6_ZhSJNQvBYDXkI_1093961689360.pdf</URI>

. . . . . . .<DocCheckOutInd

nml-type="String">N</DocCheckOutInd></GetCurrentDocumentRequest>

Enterprise Document Management Service – Technical Design

Enterprise frameworks and class libraries – Written in Java for use within Northwestern

Mutual business application software– Core frameworks and libraries provide:

• base data types• string utilities• file utilities• XML parser• data structure framework for mapping objects to

strings/XML• application logging/tracing facilities• application .ini framework classes

– Object-oriented abstraction of queue-based messaging systems (MQ Series)

Enterprise Document Management Service – Technical Design

Customized dm_check_password to support single sign-on

Run multiple JVM instances of the service – Multi-threaded– Runs from Network Appliance's Filer which

is mounted on multiple servers Two different methods of execution:

– Online access– Batch processing

• Instance is tuned for large batch processing of documents

• Does not interfere with online performance• Does not wait for reply

Document Management System Retriever

Application Document ListThis screen displays all the documents associated with an application. The search feature can be used to fetch documents for a specific policy number, insured name, etc..

Benefits

Lower costs for DFC upgrades / changes

Insulates project / support teams from DFC knowledge

Lower development costs for future projects

Isolates Documentum code and infrastructure from client applications– EDMS is fairly portable

Lessons Learned

Aggressive approach when considering our Documentum experience– Tried to run before we knew how to walk

Performance tuning– Created indexes– Modified client connections– Separated batch processing

Managing shared infrastructure Manage DFC versions better Maintaining dm_check_password

Next steps

Support upgrade of Content Server to 5.2.5 SP2

Upgrade to DFC 5.2.5 SP2 Support migration of Content Server to

AIX / DB2 Maintain performance Enhancements

– XML processing– Session pooling– Remove application / Docbase references

Other Documentum Solutions at Northwestern Mutual

Enterprise Resource Library– Managing large manuals in XML format presented

through FAST’s (formerly NextPage’s) NXT web publishing solution

Trust Services– Office document management (Word, Excel,

PowerPoint, Images) with Documentum Desktop Private Placements

– Imaging (InputAccel) deal documentation for online reference

Customer Identification Program (CIP)– Compliance solution storing XML content on Network

Appliance’s SnapLock (WORM) technology– Utilizes EDMS Service

Payroll– Imaging (QuickScan Pro) employee payroll

documentation

Organization

Enterprise Content Management Competency Center

Content Management Infrastructure Team

Engineering Competency Center

Summary

Decided to “wrap” the DFC to insolate applications

Supports single sign-on Upgrades of DFC more manageable Costs for future Documentum projects

have been reduced

Questions

Michael Grimes

Northwestern Mutual - I.S. Consultant

Voice: (414) 665-5095

E-Mail: MichaelGrimes@NorthwesternMutual.com