1. Introduction
McCamish Systems, located in Atlanta, Georgia, is an Infosys BPO company.
It is specialized in life insurance and retirement business process and technology solutions.
McCamish is a specialized application for the use in Insurance sector worldwide.
The market leader has customised this tried and tested software for the use of India Post.

2. India Post – Project Goals
Solution Overview
India Post – Project Goals
Our project aims to achieve the following:
Wider reach to the Indian population through more customer interaction channels
Better customer service
Widen the product Growth through new lines of business
IT enablement of business processes and support functions
Facilitator Notes:
Explanation:
As a part of India Post, India Post has carried out business process reengineering across various functional areas and has created To-Be processes that will enable it to achieve these objectives. In order to implement these processes in a sustainable manner, they need to be IT enabled in an integrated manner that improves operational efficiencies.
More Information: NA
Facilitation Tips: NA

3. PLI and RPLI as a part of FSI
Financial Services Integration (FSI) is an important part of the India Post program and includes following elements:
Banking
Insurance
The Core Banking System (CBS) is integrated with the help of the Finacle platform.
The PLI and RPLI services are integrated with the help of the McCamish application.

4. Benefits of the Application
Friendlier Application Interface
Better
Customer Service
Faster Decision Making
Higher
Operational Efficiency
Easier
Agent Management
Greater
Regulatory Compliance

5. Central Processing Centres Divisional Offices Regional Offices
Changed Set-Up
Post Office
Central Processing Centres
Divisional Offices
Regional Offices
Circle Offices
Facilitator Notes:
Explanation: NA
More Information: NA
Facilitation Tips:
Facilitate a discussion around the existing processes and the application that the audience use for their day-to-day activities. The discussion should bring out the limits of current process and the application.
Use the white board to note down the limits and try to classify what the audience says about the limits.
Once the discussion is over, inform the audience that the new program is aimed at addressing some of these limits.

6. Roles involved in New Business Processing
The end-to-end processing of a new Proposal in India Post starts and ends with the customer or advisor and spreads across Post Office (PO), Central Processing Center (CPC) and Director’s office. It involves the following four roles at India Post:
Indexer
Data Entry Operator
Facilitator Notes:
Explanation: NA
More Information: NA
Facilitation Tips:
Provide suitable examples, if possible to explain the features.
Director’s office ?
Quality Checker
Approver

7. PLI Process Accounting Disbursement Batch Process Alerts
Proposals
Financial Policy Servicing
Claims
Accounts
Non-Financial Policy Servicing
Data Center
Receipt & Dispatch
DO/RO/CO
CPC PO
Accounting
Disbursement
Batch Process
Alerts
Approval > 5 Lacs
Underwriting
Approval
Quality Check
Data Entry
Quality Check / Approval
Document Scanning
ASP/Inspector/PRI(P)/PA
Head of CPC
Claim Processing
Dispatch Documents
Indexing
DC Approval
Printing
Investigation if applicable
Collection & Disbursement
Facilitator Notes:
Explanation: NA
More Information: NA
Facilitation Tips:
This slide talks about the To Be or the new process at India Post, which will be followed post McCamish implementation. New CPCs will be setup at HO to reorganize the processing.
For example, data entry for a proposal will be done at CPC instead of circle office and it will now be system driven.

8. Process Flow of New Proposal
UW= Under Writer

9. Port for Departmental Official Use Port For Agents Port For Customer
Ports Available
Port for Departmental Official Use
Port For Agents
Port For Customer
Facilitator Notes:
Explanation: NA
More Information: NA
Facilitation Tips:
Facilitate a discussion around the existing processes and the application that the audience use for their day-to-day activities. The discussion should bring out the limits of current process and the application.
Use the white board to note down the limits and try to classify what the audience says about the limits.
Once the discussion is over, inform the audience that the new program is aimed at addressing some of these limits.

10. Various Services in Departmental Interface
New Business Proposal
Policy Servicing
Billing and Collection
Client Maintenance
Advisor Profile Management
Letters and Reports
Facilitator Notes:
Explanation: NA
More Information: NA
Facilitation Tips:
Facilitate a discussion around the existing processes and the application that the audience use for their day-to-day activities. The discussion should bring out the limits of current process and the application.
Use the white board to note down the limits and try to classify what the audience says about the limits.
Once the discussion is over, inform the audience that the new program is aimed at addressing some of these limits.

11. Activities in CPC
Central Processing centres will be the nerve centre of all activity.
The PO only accepts the new proposal, or service request, indexes, submits to CPC..
Then after , the focus shifts to CPC.
CPC receives both Soft copy and hard copy to process.
The new proposal is scrutinised, digitised by the Data Entry Operator and forwarded to QC.
Quality Checker again checks the proposal, Confirms the correctness and readies for approval and submits to Approver.
Approver approves the Proposal to be a Policy.
Servicing request are also received in CPC and gets services of all types.

12. Operations at a glance New Business Processing Billing and Collection
Revival and Reinstatement
Commutation
Reduced Paid-Up
Conversion
Facilitator Notes:
Explanation: NA
More Information: NA
Facilitation Tips:
Provide an overview of the modules in the Operations Training.
Surrender
Loan
Claims
Reports and Letters
Customer Service

13. Letters and Reports
Letters and Reports support Policy Administration and Client Servicing.
Letters and Reports are available in the system in pre-defined formats.
Letters and Reports available in the system are event specific and not product specific.

14. Letters Available in the System: Examples for Pre-determined format
Introduction to Letters and Reports
Letters Available in the System: Examples for Pre-determined format
Serial Number
Letter Category
Letter Title
Trigger Condition 1
Surrender
Intimation/Surrender accepted Letter
When surrender is processed successfully 2
NFO( Non Forfeiture option)
Reduced Paid Up Rejection
When Reduced Paid Up is rejected by the approver 3
Commutation
Decrease in Sum Assured /Premium Letter
When commutation is processed successfully 4
Loan
Cover Letter /Loan Sanction Letter
When loan is processed successfully 5
Freelook
Freelook Cancellation Letter
When Freelook is processed successfully or approved by the approver 6
Cancellation
Policy Cancellation Acceptance Letter
When Approver approves policy cancellation request 7
Conversion
Conversion Acceptance Letter
When conversion request is approved
Facilitator Notes:
Explanation:
Free look - A policy can be cancelled by the policy holder within the “Free Look Period” (15 calendar days from the date the policy is received by the policy owner).
Cancellation of policies – If the policy is taken with the intention of fraud and material misrepresentation by the policy holder then the policy can be cancelled by the company.
More Information:
Refer to the Letters and Reports Operating Manual.
Facilitation Tips:
At this stage, you may ask learners to list some of the letters relevant to their area of work. You can also ask them if they expect any specific letters to be made available in the new system. After checking the list of available letters, you can respond if the requested letter is available.

15. Reports Available in the System: Examples for Adhoc reports.
Introduction to Letters and Reports
Reports Available in the System: Examples for Adhoc reports.
Serial Number
Report Category
Report Title
Frequency 1
Commission
Disbursement Report
Adhoc 2
License
Agents Licensed Report 3
License Renewal Follow-up Report 4
Producer
Agent Termination Report 5
Performance Report 6
Incentive Report 7
Premium Report 8
Commission Statement 9
Profitability Report
Facilitator Notes:
Explanation: NA
More Information:
Refer to the Letters and Reports Operating Manual.
Facilitation Tips:
At this stage, you may ask learners to list some of the reports relevant to their area of work. You can also ask them if they expect any specific reports to be made available in the new system. After checking the list of available reports, you can respond if the requested report is available.

16. Common User Interface Elements
Getting Started with Letters and Reports
Common User Interface Elements
Element
Description
The drop-down box has a number of values in the list. Users must click the arrow to open the drop-down and select the required value.
The user must enter the required value in the text entry field box.
The user must click the Calendar icon to enter the required date for any month or year. A separate pop-up is displayed when the icon is clicked.
The user must select the Checkbox icon to select a value. On click, the icon changes to .
The non-editable display fields and the values cannot be changed. Values entered in other screens or ones generated by the system are displayed here.
The user must select the Radio button to select a value. On click, the icon changes to
The Search button is an action button whose name signifies its function. The user must enter the search value in the field and click the button to complete the process.
The user must click the Submit button to submit details that are entered.
Element
Description
The drop-down box has a number of values in the list. Users must click the arrow to open the drop-down and select the required value.
The user must enter the required value in the text entry field box.
The user must click the Calendar icon to enter the required date for any month or year. A separate pop-up is displayed when the icon is clicked.
The user must select the Checkbox icon to select a value. On click, the icon changes to .
The non-editable display fields and the values cannot be changed. Values entered in other screens or ones generated by the system are displayed here.
The user must select the Radio button to select a value. On click, the icon changes to
The Search button is an action button whose name signifies its function. The user must enter the search value in the field and click the button to complete the process.
The user must click the Submit button to submit details that are entered.
Facilitation Notes:
Explanation:
The application has a user friendly interface that allows easy navigation. Values can be selected through drop down list boxes, radio buttons and additional information can be entered through text boxes.
More Information: NA
Facilitation Tips:
Access the application and have trainees identify the various elements that they just saw on the slide.

17. Features of the Application
Product Setup
Lead Management & Agent Portal
Medical Underwriting & Reinsurance System
Availability of insurance application on Customer Portal, RICT, Mobile
Cash, Cheque, Credit/Debit Card, Electronic Fund Transfer (EFT) as mode of premium payment
Effective Agency Management through Goal Setting & monitoring of agents
Facilitator Notes:
Explanation: NA
More Information: NA
Facilitation Tips:
Provide suitable examples, if possible to explain the features.
Customized Report Generation
Alerts generation through system for various transactions
Integration with Enterprise Content Management System (ECMS) for scanning and storage of documents as soft copies

18. Customer Portal – Home Page

19. Agents Portal – Home Page

20. Conversion of Legacy Data
The Enterprise Content Management System (ECMS) is designed to support India Post in scanning the documents received at various Post Offices (PO).
It is used to capture, manage, store and deliver documents related to organizational processes.
The Legacy data also is converted to electronic format using this system.
This process is a pre-requisite for migration

21. MIGRATION RESPONSIBILITIES
INFOSYS
Resource Management ,project planning and coordination with different teams
Perform Requirements Gathering and Data Mapping Exercise
Data Transformation , Loading to McCamish
Generation of Reconciliation reports and Data validation
Issue Analysis and Resolution
Participate in UAT
Provide Remote Support to PO's post Migration
DOP
Data cleansing of electronic data - Based on business rules shared
Data Extraction from Legacy system for conversion to PLI/RPLI system
Data Validation , Reconciliation reports Signoff
Participate in UAT and Sign off
Confirmation on Office Readiness for migration
Sign off on Migrated Data

22. Integrated Lead Management System
The integrated Lead Management System has the benefit of the following three applications:
Finacle CRM
McCamish
Analyz
Creation of Leads
Assignment of Leads to Advisors
Updation of Leads Status based on report provided by Lead responses
Provision for definition of Campaign and Campaign Cost
Provision to Associate Leads with Campaign
Capture of Lead Information via Web Portal
Host the Lead information on the Agent Portal
Process Leads in the Agent Portal (Lead Response Capture)
Display Cross-Sell and Up-Sell Products to Existing Customers through Customer Portal
Calculate the Advisor Incentive based on Advisor Sales Record
Perform Cross-Sell and Up-Sell of Products
Calculate Win Ratio from Leads and Opportunities
Publish Advisor Productivity Reports and Closure Rate Reports
Publish Qualitative and Quantitative Information Report of Leads
Publish Lost Opportunities Report

23. Lead Management System
Key Features of Lead Management System
Campaign Creation
Lead Creation
Lead Assignment
Track Leads against Policy Purchased
Track Converted Leads
Track Opportunity
Track Lost Opportunity
Facilitator Notes:
Explanation: NA
More Information: NA
Facilitation Tips:
Provide suitable examples, if possible to explain the features.
Capture Customer Response
Enable Cross Selling
Calculate Probability to Win and Update Opportunity Status
Calculate Turn Around Time of Advisor to Close the Call

24. DEMO

25. THANK YOU