iiabsc spring conference 2012 paperless document management best practices for the independent...

IIABSC Spring Conference 2012

Paperless Document Management

Best Practices for theIndependent Agency

Continuing Education Class 2

Agenda

• Goals for this class• Methods for going paperless• Best practices for paperless processes• Barriers to successful adoption• Advanced topics on paperless practices

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IIABSC Spring Conference 2012

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An Example of What We Want To Avoid!This is the desk of a Chubb underwriter in Atlanta

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Methods For Going Paperless

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Methods for Going Paperless

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Activity

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Methods for Going Paperless

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Imaging As Time Saving Technique

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► 80+ % Say Imaging is Very or Extremely Effective (2006)

0% 10% 20% 30% 40% 50%

Ineffective

SomewhatEffective

VeryEffective

ExtremelyEffective

Source: The National Alliance Research Academy

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What Agencies Say

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0% 5% 10% 15% 20% 25%

11-20%

21-30%

31-40%

41-50%

More than 50%

% of Agencies

57 % Say Productivity is Improved More than 30% (2006)

Source: The National Alliance Research Academy

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What does “paperless” mean?

• Current documents available to view • No dual systems (paper AND electronic)• Consistent workflow• No “holdouts” who do things another way• All documents available from a single place• Changes in communication • Dual monitors • Document retention plan

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What Should Be Scanned?• Appraisals• Cancellations• Carrier bulletins• Carrier manual updates• Class schedules• Checks• Claim notices • Claim payments• Completed/signed applications• Deposits• Employment forms• Endorsements• Invoices

• Junk mail• Late payment notices• Licensing information• Photos• Policies• Premium audits • Premium finance notices• Producers' working files• Rating worksheets• Signed cancellation requests• Signed proposals• Statements from carriers• Other?

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Back-end Scanning

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Occurrence Scanning

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Front-end Scanning

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Front-End Scanning - Reporting

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Why Use Dual Monitors?*

• Binder/Certificate--open the customer file on one monitor and the cert request on the other.

• Policy change Data entry from management system to the company's website-open the customer file on one screen and the company website on the other.

• New business--Data entry from management system to the company's website--open the customer file on one screen and the company website on the other.

• Quoting--comparative rater on one screen, customer file, email, or whatever you get the quote info from on another.

• Vin verification--one screen is the vin verification website, the other is the company policy view or change.

• MAIN REASON: 20% to 30% increase in productivity when you key from image (handout)

*Research from Angela Adams ConsultingAAdams@AngelaAdamsConsulting.com 770-853-1200

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What Kind of Scanner?

Traditional Copier? Sheet-fed Scanner?

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VS

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Centralized or Distributed?

Lots of small scanners? One big scanner?

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VS

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Choosing a Scanner

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www.FreeScannerAdvice.com

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Easy Way to Simplify Scanning

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List of users and the number associated with each user goes here

Choose the correct user number here.

Press the “scan” button and you are done. Docs go to user’s folder for attaching to activity.

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Shred or Not?

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Choosing a Shredder

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When to Shred

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Document Retention

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Electronic Documents

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What Problems Do These Cause?

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Issues With Adobe PDF Files

• PDF/A, PDF/X, PDF/E, PDF/UA, PDF/VT, etc.

• Did you receive a locked PDF?

• Searchable or image PDF?• Signed or unsigned?

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Issues With TIFF Files

• Dozens of “standards”• Format owned by Adobe• Confusing to receive one• Still a major standard for

long term archival

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Best Practices for TIFFs & PDFs

• OK to file both or either• Select a “standard”

– PDF/A for archival– TIFF CCITT Group IV

• Adopt a “normalization” internal process to the chosen standard– Auto-import from folder– Drag and drop– Print drivers (Adobe or other)– Eliminates problem with “locked” files– Remember document manipulation

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Best Practices with Word

• Print to PDF or TIFF adopted standard if:– No changes anticipated or

desired– Permanent archive

• Save as Word if:– Anticipate “re-use” in future– DMS protects from changes

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Best Practices with Outlook Emails

• Save the email and attachment

– i.e. email = correspondence

– attachment = “signed app”

• Save attachments separately

– (in addition to both together)

• Forward multiple emails then attach that as one “conversation”

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File Security – Best Practices

• Access Control

• Audit Trail

• Tamper Protection

• Transfer Encryption

• Data “at rest” Encryption

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Meet or exceed compliance standards

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Standard HIPAA Disclosure

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Implementation – Best Practices

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Barriers to Implementation

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Implementation – Best Practices

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Lead

• Make a firm decision• Tell everyone

Involve

• Implementation team• Start Small – “Bell Cow” Theory

Plan

• What will be done?• Timeline

Execute

• Do things “on time”• Right things right

Measure

• What changed?• Stack rank

What about leadership?

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Advanced Topics

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• Rules-based Workflow

• Digital Signature Technology

• Sending Large “secure” Emails via FTP

• Advanced OCR for automated data collection

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Rules-based Workflow

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Sample accounts payable workflow

Start

Approve Invoice

Review Invoice

RejectInvoice

Pay Invoice

Manager

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Digital Signature Technology

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Sending LARGE Emails

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Sending LARGE Emails

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Sending LARGE Emails

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Sending LARGE Emails

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High-End OCR Technologies

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Unstructured Forms

Structured Forms

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• Credit applications• Order forms• Inventory sheets• Healthcare claim

Structured documents

Each form is identical.

Define a standard template for each form.

You choose and define each individual data field that you want to extract.

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Unstructured Documents

They come in many different formats.

Very time consuming to define a template for each format, not being cost effective for your organization.

Software is designed to logically find the data on the form.

Emulates a knowledge worker.

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Recognition Technology

Optical Character Recognition (OCR)

Intelligent Character Recognition (ICR)

Optical Mark Recognition (OMR)

Bar Code Recognition (BCR)

YES NO

Machine Print

Magnetic Ink Character Recognition (MICR)

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