Etablissement Cantonal d’Assurance: document management solution as a service

The Etablissement Cantonal d’Assurance is a public institution that ensures the safety of everybody living in the canton of Vaud with respect to fire and natural hazards. It does this along the three main avenues of prevention, fire-fighting and insurance.
It aims to prevent and/or reduce damage and the associated impact to people, property and the environment and to ensure this in a complete, advantageous, supportive and fair manner.

As with any insurance company, claim management at ECA is a complex business process involving the customer and multiple employees. Moreover, quality of communication with customers is currently a key focus point for our client. To improve this, ECA began to put into place a new, dedicated solution by extending its ERP system.
As numerous documents were exchanged between the company and its customers, ECA rapidly looked for an Enterprise Content Management package to store, manage and produce documents. This component needed to be integrated with their future solution.

Challenges

Manage multiple document types and formats.
Need for seamless integration with future solution.
Support for high volume of documents.

Our solution
Content Management

To answer our client’s needs we suggested they use Oracle’s WebCenter Content product. This is a leading ECM solution with key benefits, including its ability to support high volumes and its powerful application integration tooling.
We installed WebCenter in a cluster mode to ensure high availability, which out-of-the-box features of the Weblogic application server provided. We then configured the product to support the necessary documents types with their metadata and specific security. The first document types to be treated were claim photos, incoming and outgoing mail and contracts.
Incoming mail and photos were stored in the solution using a dedicated a scanning solution for business users. Metadata was automatically assigned to the document using the contextual information deduced from the business solution usage. Depending on the current claim being processed by the business user, the solution automatically assigned claim and customer identifiers to imported documents.
Oracle’s BI Publisher product generated outgoing documents, which injected business data at the right place in predefined Microsoft Word templates. Business users can now generate standardised documents and customise them using inline editing with Microsoft Word.
Finally, to simplify photo display, we produced a custom component that can show all photos related to a specific claim directly within the ERP system.

Benefits

BETTER CUSTOMER DOCUMENT QUALITY

Using document generation, business users accelerated mail production whilst maintaining high document quality. Overall claim documentation improved significantly thanks to a single electronic repository.

IMPROVED SECURITY

As WebCenter Content comes with clustering features and backup policies, we provided ECA with the best document security standards. It is now virtually impossible to lose any documents. Mail is stored in a secure environment and are easier to manage. We also used the SSO feature to capture end-user identity to link automatically a document to its owner.

IMPROVED PRODUCTIVITY

Business users receive automated help to create outgoing mail, which frees them to concentrate on the text they need to produce.

SEAMLESS INTEGRATION

We used the web services features of WebCenter Content to integrate it with the business solution. This technology is an interoperable standard and simplifies application integration.

END CUSTOMER SATISFACTION

This solution provides employees with a 360-degree view of any given claim. When they connect to the solution, they have all documents related to the case – mail, contracts and photos – in one location.

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