Unlocking the Data in Paper A Case Study of New York Life

O’Reilly Strata, February 18, 2015

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

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

“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

Government agencies

Healthcare

Insurance

Utilities

Nonprofit

Organizations that Serve Everyone

Organizations that Serve Everyone

Government Healthcare Captricity.orgInsurance

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

Multi-Channel Capture Digital

Transformation

Actionable Data

or Crowd-Guided

Machine Learning

99%+ Accuracy

Unconstrained Handwriting

Dynamic Scaling

A “Data-as-a-Service” Platform

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

PLEASE PRINT OR TYPE APPROVED OMB-0938-1197 FORM 1500 (02-12)

Application Form Claim FormPayment

Authorization

Expansion across the enterprise

Customer service efficiency, Analytics, Fraud detection

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

What about the next hundred workflows?

• Fail-safe vs. rip-replace

• Distributed vs. monolithic

• Standards + open source

Non-disruptive onramp vs. IT transformation

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

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