1. CAS Seminar 1998 CAS SEMINAR ON EMERGING TECHNOLOGIES Miami Beach, Florida April 23, 1998

2. CAS Seminar 1998 IMAGING AND DOCUMENT MANAGEMENT An Imaging Case Study: Issues & Answers Innovative Corporate Solutions, Inc. 175 Stafford Ave, Suite One Wayne, PA 19087 (610) 688-0484 Presented by Baron Gemmer

3. CAS Seminar 1998 IMAGING ISSUES & ANSWERS n Company Background n System Information n Issues n Benefits n Futures

4. CAS Seminar 1998 IMAGING ISSUES & ANSWERS n Company Background n System Information n Issues n Benefits n Futures

5. CAS Seminar 1998 Company Background n Property & Casualty Insurance Company n Home Office in Blue Bell, PA n Primarily service Mid-Atlantic Region n Approx. 900 Employees n 16,000 Policies / 76,000 Claims annually The PMA Group Policy

6. CAS Seminar 1998 IMAGING ISSUES & ANSWERS n Company Background n System Information n Issues n Benefits n Futures

7. CAS Seminar 1998 n Platform Mainframe-based: CICS, DB2, COBOL IIMainframe-based: CICS, DB2, COBOL II Parts of IBM ImagePlus for MVSParts of IBM ImagePlus for MVS DOS, OS/2, & Windows 3.1 / 95 PC’sDOS, OS/2, & Windows 3.1 / 95 PC’s Dual monitor and single monitor workstationsDual monitor and single monitor workstations System Information

8. CAS Seminar 1998 System Information System Information n Scope Departments: Claims, Underwriting, Risk Control, A/R, A/P...Departments: Claims, Underwriting, Risk Control, A/R, A/P... WorkstationsWorkstations –1000 total in all locations –70 scanner and 70 printers n Daily Activity 10,000 documents input (25,000 pp = 1Gb)10,000 documents input (25,000 pp = 1Gb) 500,000 mainframe transactions500,000 mainframe transactions

9. CAS Seminar 1998 n Storage 170 Gb on DASD (around 9 months)170 Gb on DASD (around 9 months) 920 Gb in 7 optical jukeboxes920 Gb in 7 optical jukeboxes (10.6 million documents) (10.6 million documents) Contents:Contents: Files Docs Pages Files Docs Pages Claims - 513,000 9.1M 22.0M Policies - 187,000 2.6M 7.9M Overall - 759,000 12.4M 33.1M System Information System Information

10. CAS Seminar 1998 IMAGING ISSUES & ANSWERS n Company Background n System Information n Issues Startup PhaseStartup Phase Production ModeProduction Mode n Benefits n Futures

11. CAS Seminar 1998 Issues: Startup Phase n System Type Departmental/Enterprise-wideDepartmental/Enterprise-wide Active (workflows, heads-down processing) vs. ArchivalActive (workflows, heads-down processing) vs. Archival Application-specific, integrated, genericApplication-specific, integrated, generic Hardware platformHardware platform

12. CAS Seminar 1998 Issues: Startup Phase n Implementation Vendor vs. In-houseVendor vs. In-house (hardware, software, integrator) (hardware, software, integrator) Pilot projectPilot project Re-engineer/Automate current processRe-engineer/Automate current process Backload/Go forwardBackload/Go forward

13. CAS Seminar 1998 Issues: Startup Phase n Obstacles JustificationJustification Image-paper boundariesImage-paper boundaries Mixed image/paper environmentMixed image/paper environment Resistance from usersResistance from users

14. CAS Seminar 1998 Issues: Production Mode n System Downtime/Response time/AvailabilityDowntime/Response time/Availability Workstation installation/communicationsWorkstation installation/communications Security (Who/What/How)Security (Who/What/How) Backup and recoveryBackup and recovery Line-of-business integrationLine-of-business integration Bells & WhistlesBells & Whistles

15. CAS Seminar 1998 n Physical Files Document retention/shreddingDocument retention/shredding Retained itemsRetained items Backloading: new business/old filesBackloading: new business/old files Printing: outside requirementsPrinting: outside requirements n People PersonnelPersonnel Resistance - printing, favoring paper filesResistance - printing, favoring paper files Issues: Production Mode

16. CAS Seminar 1998 IMAGING ISSUES & ANSWERS n Company Background n System Information n Issues n Benefits (Answers) $$$$$$ ProductivityProductivity Customer ServiceCustomer Service Re-engineeringRe-engineering n Futures

17. CAS Seminar 1998 Benefits: $$$ n Records Storage: Purging/Rental n File Room Space n Supplies n Reduced Travel Costs (e.g. audits) n Personnel??

18. CAS Seminar 1998 Benefits: Productivity n No lost files/out of files n No filing: mail or returned files n Improved file views n Decreased callbacks n Timely backlog monitoring n Easier standards enforcement n Reduced tasks (through integration)

19. CAS Seminar 1998 Benefits: Customer Service n Better File Handling Files seen more oftenFiles seen more often Documentation done immediatelyDocumentation done immediately More efficient/faster than paperMore efficient/faster than paper n Improved File Documentation LegibleLegible More frequent, complete, and detailedMore frequent, complete, and detailed n Marketing Point n Customer/Broker access to files

20. CAS Seminar 1998 Benefits: Re-engineering n Geographic (user) independence Employees not ‘bound’ to officeEmployees not ‘bound’ to office –Customer site –Home –On the road (fax) ‘Centralized’ Processes‘Centralized’ Processes –Leverage supervision –Enforce standards/performance –Consolidate part-time functions

21. CAS Seminar 1998 Benefits: Re-engineering n Physical (file/document) independence Simultaneous viewing of filesSimultaneous viewing of files –Home Office, supervisor, technical staff, clerk, legal, customer Consolidated and instantaneous updatesConsolidated and instantaneous updates Efficient partnering relationshipsEfficient partnering relationships

22. CAS Seminar 1998 IMAGING ISSUES & ANSWERS n Company Background n System Information n Issues n Benefits n Futures

23. CAS Seminar 1998 Futures n Strengthen system integration n Supplement reporting capabilities n Expand “document” types n Increase file portability n Allow internet access

24. CAS Seminar 1998 IMAGING ISSUES & ANSWERS IMAGING ISSUES & ANSWERS Thank you! Questions or Comments?