W3C Workshop, Bedford, MA – February 2007

An Insurance Industry Perspective

Making the Web of Services Real

2

Founded in 1810

One of the largest investment and insurance companies in the United States.

Fortune 100 company

30,000 employees

Two Companies:

• Hartford P&C – auto, home, business insurance

• Hartford Life – investment plans, life insurance, group benefits

The Hartford Financial Services Group Inc.

3

1. A non-technical problem: Achieving a shared-services IT model

2. Rules in a Web of Services

3. Dynamic UI’s

Introduction to the three use cases

4

Context

Complexity in the automation environment is a growing problem, requiring significant maintenance spend and hindering business agility and flexibility

10+ Dev Languages

Over 250 technologies and

technical platforms

Tech ComplexityBusiness Functions

Value chain is comprised of 200+ unique business functions

Describing all discrete functions performed by applications in the portfolio

Business function redundancy across applications is common

Underwriting data capture is performed in many different applications

DBME

31 PLDistribApps

PLA-Auto

PL MAINFRAME

AUR

PLA-Property

Texas FireDwelling

Account Credit

24 CLClient/Server

SystemsRequote

Diary

AMIS Internet PL

MVR

ARMS Auto

CLUE

Territory CodeARMS Prop

Risk Exp Prop

PLIARS

Prefill

BSE SalesFront End

Ins Score

OTM

Risk Exp AutoMarketing

SEMCI

CSF

OSP

CCPS

TABS,NPPS

BulkBilling

WorkersComp

Spectrum

Expiration

CAPIS/AMF

AIF

LARS

BLC Mo

INFO1

IRES/PINS

Unit Cost,Svc Index,

PAIRS

Auto

Comm SmallLines

GL, Umb,Exp Rating

CLMAINFRAME

ARP

CAS HIG CAS

CCPSPreprocessor

BLC YTD

Closed

CS-CAS

ECLIPS

FOCS

DailyOutput

LIS

CMF Update

HEF

DPS

MISRE

MSI

MonthlyExtractor

NCCInterface

LASER

OS

PSI

RecoveryMgmt

Trigger

R&P

Transfer

WeeklyExtractor

WeeklyRollup

Data Integrity

History

Rptg

@venture

CL SpecialCalls

Natl AcctsData Base

MonthlyRollup

SOURCE

PSR

CAPRE/ALU

ITMS

EffectivePremium

CL DataWarehouse

(8 subsystems)

PL DataWarehouse

CSP Rptg

PLSPOTA

NatlCouncil

Call

QIR

Pol/ClmUnloads

KZ14

XS10

TMF/ATMF

KZ16KZ7

KN31KN33

XY1

CMF

CASLocal

CIDB

OS/ClosedXXD01

DMF

Mass Auto

PL SpecialCalls

PASS

IAIABC

CPMLDS

IFPS

CalDivCall

WC SpecialCalls

MASTERUpdate/Rptg

LOBSTOR

PER

MainframeIBA

Insured

Name

CIBNR

TARS

IPCF

ASPIR

ARI/New Breakout

DCINPPS

MLECS

BICS

MRPF

ERAMainframe

Breakout

BEARS

SingleSource

StatutoryIBNR

AIF/CIDER

CARS

APPLE

CIDER

POLPC

COINSSummary

PTF

CSAS

CIRCL/SCRAM

Eff Mo

ExpenseSystem

PACERCorpTABS,New TABS AARP,Old TABS AARP

HORIZON

SHARP

PremiumReserve

Specialty&

SpecialtyActuarialSystems

REINS

HASKE

DCS

SEAS

SRAP

Pers ActuarialSystems

Pers AutoAIRS

PropertyAIRS

COINS

NCC

MASTER

NCC Interface,Prem Reserve

ARI,CAPIS,

Ext FeedsTrumbullFinancial

Warehouse

CAMS,Experian

MASTER

GlobalReferenceSystems

Various Systems

Various Systems

Various Systems

KZ14,CAPIS,

Eff Prem

E Rpts, IBA,Reserving Exhs,Corp Act Intranet

Rptg, CPM

INFO1, LDSHORIZON,

CIDER, CometExpense, CLASales, Ledger,

Comm Actuarial,CPM, ROSE

Prem Reserve,IBNR & Adjs

Annual Stmt

FAST,INFO1,

HORIZON, CIDER,Expense

Assumed Reins (London, Madrid, Hong Kong),Pools & Assocs, DCS,

AIPSO, USAIG

Sched F, Sched P, SEASCIBNR, Expense, BLC Mo,NPPS, LAE,Prem Reserve,

HORIZON, DCS, BACIS

PLA, Polk,RISC

LAPS

CMF ,FACTS,Misc Info

R&P

Billing Systems,Suppliers/

Consultants

SHARP

Prem Reserve, REINS,BACIS, MASTER,

Payroll, Budget, DCSSHARP,KZ14, NPPS

VariousInputs

NPPS, KZ14, Prem Reserve,MASTER, Misc Input

Revised 6/1/01by Bob Duccini

ext 74676

Fld Off Trans, PACER, Affinity,SHARP,CAMS,TABS,TABS AARP,ISI,

COGEN,Life,IBA,Trumbull,Misc Acctg,

Bank Feeds,EDI Trans

TABS Corp, TABS AARP,Affinity, CAMS, SHARP,Banks, Expense, REMIS,IRS, APECS,HORIZON

AUR, AIF,IRES/PINS

CLA DBs

IRES/PINS,Expiration,

AIF

NPPS,CAPIS,

AUR

MASTER,ERA,PSR,

MRPF,CIDER

IRES/PINS

NPPS

Livestock Mort,HARTRE,Property

CCPS

DataCollect,

CLA,NPPS

ASPIR,CLA,NPPS,LARS,Trigger,DCS,Ext Feeds,CAPIS,

Trumbull DW

INFO1, HASKE,NPPS,CLA, TABS

Data Collect,CAPIS,PACER, CCPS, AIF,

IRES/PINS, Misc InputsP&C OVERVIEW

Many OtherSystems

Many OtherInputs

Many OtherSystems

VariousSystems

VariousSystems

VariousSystems

VariousSystems

VariousSystems

Fld Offs,PINS

VariousSystems

Teleclaim,Clm

Handlers Clm DBs,PL & CL PMFs,

RPN, AMF,Select Cust

NPPS,AMF

ITMS

CASD

AMF, CMF,Pol Hold DB

Colossus,Alloc to File,

Managed CareMISRE

Pol Hold File

Banks,Canada

APECS

DailyIncurred

Add'lInfo

CMF,TMF/ATMF

VariousInputs

ManualInput

First St,Property

NADB

CAS HIG

Dir BilledManual Issue PL

Wkly Ext,CAS HIG

CASHIG

Stat IBNR,SRAP, HORIZON

MASTER

BLC,CustomersCal Data

Call,Expense,

LAPS

PeriodicInterface

SHARP

AUR,Expiration

CAS, Acct Credit,CL C/S Systems

DCS, CAMS

DCS, Texas Fire, XY1

AURAcct Credit

FOCS,PL DW

AUR,PARIS

DCS, CAMS

XY1

CPM

MASTER

AIRS,KZ14,LDS,IPCF,NPPS,INFO FROM

RPTS

LDS,NPPS, St Book Rpts,PPR Rpts

DBS,INFO

DCS

HORIZON

CL DataWarehouse

LDS,HEF,NADB

SFA(Siebel)

EBC

CL MQSeries Hub

IDARS

Fld, At Home,Remote

CL DW

TABS,IRES/PINS

CL DW

Agts, Agcy Sys, Portals, Insureds

PARIS

SPURSManualInput

ManualInput

NPPS,BEARS

CLACLAPLA

PARIS

EDM

CS CAS,,HIG CAS

CAPIS

TPA Preprocessor

CPM

IBA

ERARptg

PPR

PPR

CORP ACTINTRANET

RPTG

Eff Prem/GAINS

CAPRE

CPMClaim DI

LOBSTOR

PSR

Res Sys,IFPS

Adjs

MASTER Upd/tRptg,Status of Pricing,

Planning Consults,Forecast Data,

Misc Input,HORIZON,

MASTER Updt/Rptg,MISRE ERA

Sch P, Ad Hoc, CW LDS

Reserving,SHARP,Expense

ClaimInknowvation

CAPIS

Various Clm Sys

***This is NOT a complete inventory******of Hartford P&C applications***

CAPIS

Environment Complexity

Hundreds of unique business applications in the eB&T portfolio

Complex automation environment requires significant spend for ongoing maintenance

Tightly coupled applications make it difficult to leverage and reuse existing business capabilities

Multiple versions of vendor tools

The Web of Services needs to extend from a complex legacy base

5

DemandBusinessInnovation

Biz/ITWall

IT invokes Newton’s 3rd

TechnologyInnovation

Biz/ITWall SupplyBusiness invokes

Newton’s 3rd

2 Scenarios that impede innovation:

1

2

The Pushback Model

6

Future Platform

The P&C Technology Platform: Common IT capabilities enabling business capabilities

Services Foundational Architecture Information Management

Business Process Mgmt (BPM) Workflow Co

mm

on

Acc

ess L

aye

rAgentsAgents Call CenterCall Center CustomersCustomers

Secu

rity

Portal

Data Warehouse

3rd

Party

Serv

ices

Rating

Business Rules

Publishing

Content

PolicyProductUnderwriting

Customer / AgentClaim

PolicyProductUnderwriting

Customer / AgentClaim

Infrastructure

Building the Technology Platform one rationalization step at a time …

Application Rationalization Step

7

DemandBusinessInnovation

Biz/ITAsset

TechnologyInnovation

3 Scenarios that foster innovation:

1

2 Biz/ITAsset

Supply

BusinessInnovation

3 Biz/ITAsset

Supply

The Collaboration Model

8

Use Case 1: Achieving a Shared Services IT Model

The Problem• SOA has been bottom-up

• Technology availability and infrastructure implementation not the issue

• Planning, governance and organizational issues

Why it matters• Business agility, TCO

• The need is there, the technical solutions are there

How can we do this?• A decision support system for IT Planning and Strategy

• Maybe the Semantic Web

• Maybe an industry consortium

9

SOA SEMCI

ACORD XML

ACORD XML

XMLSecurity

Appl

SEMCIOrch

Edit

XML->AL3

QuotingEngine

Echo

AL3->XML

UDDI

DMZ

SOAP

SOAP

SOAP

SOAP

WSM

WSM WSM

WSM

WSM

WSM

WSM

10

Use Case 2: Rules in a web of services

The Problem

• “Rules” have been applied by IT to solve many business problems

• Some “rules” can provide business agility

• “Rules” means many different types of solutions, esp. within an SOA, from business rules, to edit rules to metadata to governance

• “Rules” can be and are implemented on many types of platforms without any specified criteria

Why it matters: TCO, Agility.

Possible Approaches:

• A taxonomy of rules, and standardized (maybe automated) ways to deploy different types of rules on different platforms.

• A platform-independent way of specifying rules

• A distributed, secure architecture for rules

11

Use Case 2: Rule types within The Hartford P&C

Rule Definition: A “Rule” is a statement that defines or constrains some aspect

Event Rules: Rules that govern the User Interfaces and actions/events taken.

Syntax Rules: Rules that relate to presence/occurrence of data elements, their data type and structures. (Data Collection rules that may be executed with schema validation and/or XPATH ).

Conditional Rules: Rules that apply optionally or under the conditions/values of other data elements. (Data validation rules)

Relational Rules: Rules that occur across multiple conditions of a given process or transaction and may across multiple screens when exposed to a user interface.

Business Rules: Rules that the business is closest to and might have requirements for analytics (i.e. Risk Assessment/Scorecard, Underwriting, Product, Pricing, Claims Processing, and other rules in the enterprise decision management space) 

SOA Run-time Governance Rules: Rules that enforce SOA policies at run-time, such as SLAs, security, etc.

12

SOA SEMCI

ACORD XML

ACORD XML

XMLSecurity

Appl

SEMCIOrch

Edit

XML->AL3

QuotingEngine

Echo

AL3->XML

UDDI

DMZ

SOAP

SOAP

SOAP

SOAP

WSM

WSM WSM

WSM

WSM

WSM

WSM

13

Use Case 2: Rule Platforms within The Hartford

Domain Type PlatformBPM Process Management;

Workflow mgmt; Work queue mgmt

BPM engine

Business Rules Business Evaluation BRE engineTelephony/Contact Centers

Contact Steering; Channel Experience

Call Center engines

UI Data Capture; Screen Flow Enterprise Portal/portletsContent Mgmt Content Creation; Doc

mgmt LifecycleDocument Mgmt System

Insurance Rating Rate Class Determination; Rating Algorithm

Enterprise Rating engine

Orchestration/IntegrationApplication interaction; synchronous process mgmt

BPEL engine

Application Embedded App Logic; Field Validation; Authorization

Java, .NET, COBOL, etc.

Security Authentication, Authorization

Web Service Mgmt Platform

14

Use Case 3: Dynamic UI’s

The Problem: Need to dynamically capture user information to provide insurance information or quotes. Rules based questions performed on the back end lower usability. No standards around rules based UI solutions.

Why it matters: Customer experience. Speed to market.

Possible Approach:

• Standardize on frontend rules-based UI solutions

• Tie existing standards together

– W3C: XForms, XSLT, XPath, XML

– JCP: JSR-168/286, JSR-94, JAXP

– OASIS: WSRP

15

Dynamic Data Capture Framework

Service TierClient Tier Resource TierPresentation Tier

View Controller

Agent Portal

Transactional XML

Documents

(ACORD Documents)

JavaScriptValidationGenerator

RequestProcessor

View Generator

Meta Data XML

Documents

(Layouts, Action Config, SPX)

Admin Client

Build View XML

ValidateRequest

Update Model

Data Mart

Reporting

ActionInvoker

XML DB DAO

Build Request Doc

DetermineLayout

Completeness

16

Q & A

Thank You

Balaji Prasad

Director, Enterprise Architecture

&

Benjamin Moreland

Director, Foundation Services

Enterprise Architecture Group

The Hartford Financial Services Group