ICWA BPM Ark Conference Presentation October 2009
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Transcript of ICWA BPM Ark Conference Presentation October 2009
© 2009 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
Fab Zanuttigh
Manager Motor Vehicle Personal Injury Division
Insurance Commission of Western Australia
© 2009 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
Crash Reporting
A Web Based Integrated Solution
© 2008 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
3
Agenda
Company Overview and Introduction
Our Challenge
Solution Architecture
Implementation
Business benefit and Impact
Best Practices and Lessons Learned
© 2008 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
4
Company Overview
Government owned, self funded trading enterprise
Sole underwriter of the WA’s CTP scheme
2.3 million registered vehicles
Gross written premium approximately $400 million pa
Claims Payments approximately $330 million pa
© 2008 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
5
Company Overview (cont’d)
App. 16,000 crash reports and 4,500 new claims a year (excluding property damage only crashes)
130 staff operating from one centralised location (11 allocated full time to crash reporting function)
Mission:Ensure Third Party Insurance Fund is fully fundedProvide affordable premiums for W.A. motoristsProvide a cost effective claims systemProvide equitable compensation
© 2008 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
6
Introduction
Fab Zanuttigh
Manager MVPI Division
25 years experience in CTP insurance
Current scope of responsibility- managing the operations of WA CTP Insurance scheme and the administration of the statutory Third Party Insurance Fund
© 2009 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
The Challenge
© 2008 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
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Current Experience – Then
Customers required to report crash multiple timesInsurance Commission – CTPWA Police Comprehensive insurance company
Paper based hard copy form reportGenerally by telephone to ICWAIn person at Police station
Data entry function at receiving agency; duplication; rework requirements
© 2008 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
9
Limitation of Legacy System
Inflexibility of hard-copy common use form
Hard copy form had to be scanned and converted to PDF format for import into the document/Imaging repository for use in existing workflow processes
Hand written forms/drawn crash diagrams
Costs – printing of hard copy forms by various agencies
Rework required for “data input” errors
Incomplete data collected at first instance
© 2008 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
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The Business Goals
One stop reporting – Improvement in customer service and convenience
Reduction of duplication of effort by Government agencies
Create a central repository to record all MV crashes in WA
Validation of personal/compliance information held externally to the Insurance Commission
Improved data sharing amongst agencies
© 2008 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
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Business Drivers
Significant shift in customers requirementsAfter hours accessibilityRegional and remote areas accessibility
Economics – imperative for improved efficiencies across Government
Risk management – Need for complete, accurate and timely crash data:Crash InvestigationsClaim payment
© 2008 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
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Challenges
Agencies consensus
Legal requirements/entitlements of reporters and agencies
User friendly – simplicity - context sensitive
Integration into I&W system
Integration of business rules – WAPol
24x7 functionality
Build an ITIL compliant application maintenance facility (including service desk, incident, problem and change management)
© 2009 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
Solution Architecture
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Requirement for Project
Public facing web application expected to handle120K crash reports a year
Systems integration of mapping tool
Real time license validation
Electronic data capture to minimize re-keying of data by internal operators and external agencies
Create a centralized repository of Crash Report data for searching by ICWA and external agencies
© 2008 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
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Requirements of Project (cont’d)
Provide a portable solution for data capture that is decoupled from internal ICWA systems (provide for housing at external site)
Simplicity - Solution not to be onerous; easier and faster to complete (compared to completing a paper equivalent form)
© 2008 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
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Components – Business Requirements
Intuitive user interface to capture data and dynamically generate content based on role of crash reporter
Integration of mapping application to resolve address to GPS coordinate providing speed zone data and landmark information
Interface to licensing authority for Motor Vehicle and Motor Drivers License validations
Custom drawing tool to create scalable vector graphic for crash diagram
Application to render html content and vml into PDF format
© 2008 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
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Technology Platform
Creation of an externally facing web applicationIntegration of TIBCO General Interface (GI) with mapping
contentIntegration of GI to a custom developed drawing tool
Services interfacing to external licensing agency for motor vehicle and driver licensing validations.
Error handling requiring manual intervention implemented using BPM (TIBCO iProcess)/SOA (TIBCO ActiveMatrix BusinessWorks (BW))
BW services to render data and crash diagram gathered from GI application into a PDF that is then imported into IDM Tower Repository
© 2008 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
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Solution Architecture
Services Layer(Tibco BW)
OCRFDatabase(Oracle)
WorkFlowProcesses
(Tibco iProcess)
PDF Crash Report
CRASHMANGEMENT
SYSTEM(Java/Web)
View CrashReport Data
-View OCRF Data-Enter Crash Reports via Image/Phone-Search, Create or Update Crashes-Search, Create or Update Contact Name
CICS Gateway
Store Crash Report
Crash Report PDF
Crash Report Image
JDBC
Crash report phone call
Update AsProcessedPhone call
Phone call
ContactNamesTables
MV CrashTables
Mainframe Databases(DB2)Mainframe Databases(DB2)
Metroview MappingApplication
HTTP
OCRF Web App(Tibco GI)
HTTPS
DPIMotor Vehicle &Drivers Licence
Validation
MQ/JMSbind
JS
IDM Applications
Key
OCRF Project
Data Capture Project
Contact Names Upgrade Project
Contact NamesSystem
MV System
Mainframe ApplicationsMainframe Applications
© 2008 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
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Solution Architecture (cont’d)
Rich client side functionality including crash mapping to assist with accurately pin pointing the crash location;
Crash Diagram using vector graphics in an interactive, custom drawing tool incorporating ninputs entered and validated to produce widgets for diagrams of vehicles with registrations like;colourroad featuresAnimalspedestrians cyclists Etc.
© 2008 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
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© 2008 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
21
Solution Architecture (cont’d)
Interfaces to Metroview mapping application to display street maps with On Road/Off road and speed zone data provided for WA. (Content is displayed in an iFrame)
Dynamically generated content based on crash reporter role (i.e driver, passenger, witness etc.)
Context sensitive – Crash reporter only displayed questions relevant to their particular situation
© 2008 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
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•Speed zone•School zone (if applicable)•GPS coordinates
© 2009 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
Implementation
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Approach and Methodology
Proof of Concept developed using Rapid Application Dev
Objectives of this phase:ensure proposed solution was technically viableuse proof of concept to demonstrate functionality both
internally and externally to garner support for the initiative
Project management methodology Fujitsu Macroscope
Implementation followed TIBCO Accelerated Value Framework methodology (best practice, frameworks)
Project Team (13 personnel); internal staff, both business resources and IT, external consultants PM, applications support
© 2009 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
Business Benefit and Impact
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Benefits and Return On Investment
Improved customer service; one stop reporting with convenience of a/hours access
Context sensitive dynamic form; reduces/avoids printing costs
Data entered by owner; reduced error and rework; Data received is validated; No data entry at receipt point
Real time validation of license details against licensing authority database
Auto population of tables – improved reporting
Freeing up of organisational resources for redeployment to “higher value” activities
© 2009 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
Lessons Learned
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Best Practices and Lessons Learned
Business involvement & take up- Involvement by internal stakeholders early on was minimal hence their requirements were difficult to ascertain;
acceptance of application an issue initially; Infrastructure challenges around capacity and stability
Requirements analysis phase – employ use cases; drill down to field level/map out data flows; use state diagrams
Dynamically generated content based on Role impacted ability to render to PDF in an accurate manner
Custom drawing tool implemented in VML – tied us to Internet Explorer as a browser limiting cross browser potential without re-writing the drawing tool
Javascript development difficult to debug and unit test
© 2008 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
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Best Practices and Lessons Learned (cont’d)
Rendering – importance of producing legally binding document, static template vs dynamic form content
IT resources and involvement minimal – lack of appreciation of requirements and objective Commitment of resources required from IT
Public facing website first for ICWA and TIBCO Project Team inexperienced at developing externally facing web
applications (no web designer on project)
OCRF User Interface – original requirement underestimated degree of complexities related to role of reporter
Issues around monitoring, support and DR impacted timelines
© 2008 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
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Wrap Up and Summary
We wanted to developed an on-line reporting facility that interfaces with a number of independent external entities
The aims were to:Improve data integrity, by validating crash data against
validated sources in real timeEliminate the duplication of effort, and Improve customer service by providing a flexible and
convenient “one stop” reporting mechanism for motor vehicle crashes in WA
© 2008 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
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Wrap Up and Summary (cont’d)
The undertaking proved to be far more challenging than originally thought
Key in the achievement was clarity of purpose; a “visualisation” and effective articulation of the desired end product and outcomes
Vital for successful outcomes are:Effective communication both with internal and external
stakeholders Buy in and ongoing support from senior management
The importance of selecting the “right” technology partner can not be over stated
© 2008 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
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Next Steps
Broaden cross browser support capabilities
Stabilize the application and the platform
Work on automated testing framework capabilities
Look to external agencies to feedback enriched data (information from comprehensive insurers)
Implement automated monitoring system
Integrate application in DR framework
Capitalize on the investment in the TIBCO product stack, enterprise BPM and SOA
© 2009 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
Questions