1 / 11

A Transformation Journey

A Transformation Journey. Terrie Flaten Application Services Manager Office Insurance Commissioner. Who is the OIC ?. Advocate for consumers Regulate insurance industries 235 employees Elected official Mission:

almira
Download Presentation

A Transformation Journey

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. A Transformation Journey Terrie Flaten Application Services Manager Office Insurance Commissioner

  2. Who is the OIC? • Advocate for consumers • Regulate insurance industries • 235 employees • Elected official • Mission: • We protect consumers, the public interest, and our state’s economy through fair and efficient regulation of the insurance industry.

  3. Our Document Handling History • Imaging was introduced at OIC in 1988 • Evolution: • post processing • pre-processing • workflow processing • A transformation began in 2005 • Re-thinking use of document management tools • Slow, continual process

  4. One Example • Online Consumer Complaint System (OCC) • Went live October 2010 • For consumers to report and monitor complaints about their insurance company • OIC Enterprise System (SIMBA) • Tool for analysts to manage complaints • Upgraded in 2011 • Interfaces with imaging system • Provides tools to generate letters and store them in AX • Complaint Response System (CRS) • Went live April 2013 • Communication portal between the OIC and insurance companies regarding complaints

  5. Results • For consumer • No mailing required • Able to file complaint and monitor progress 24/7 • Improved response time • Easy to provide supporting documents • Customer satisfaction survey results for 2013 • Easy to upload documents: • 73% agree or strongly agree • Opening documents from OIC was easy: • 84% agree or strongly agree

  6. Results (continued) • For Companies • Reduction in mailing costs • Reduction in physical mail to handle • Improved response time

  7. Results (continued) • For the OIC • Reduction in mailing costs • Significant reduction in physical mail to handle • Significant reduction in paper to scan and store • Improved response times • Surpassing performance measure • All information about a case in one location • Statistics • 11,000+ complaints/requests per year • 68% received via online complaint system

  8. Other examples • Yearly reporting process for 500+ companies • Yearly, Monthly, and as needed reporting for Rates and Forms process • Repeatable results • Streamlined processes • Less mail and fax processing • Less data entry required by staff • Less scanning required by staff • Information available for public to self-serve

  9. Wrap Up… • Be willing to challenge assumptions • Be creative • Accept change is difficult, but inevitable • Help business staff make the transition • Do small, building block project

  10. Terrie Flaten Office of insurance Commissioner TerrieF@oic.wa.gov 360-725-7018

More Related