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Paperless Document Management. Best Practices for the Independent Agency. Agenda. IIABSC Spring Conference 2012. 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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Paperless Document Management Best Practices for the Independent Agency
Agenda IIABSC Spring Conference 2012 • Goals for this class • Methods for going paperless • Best practices for paperless processes • Barriers to successful adoption • Advanced topics on paperless practices Continuing Education Class
An Example of What We Want To Avoid! This is the desk of a Chubb underwriter in Atlanta Continuing Education Class
Methods For Going Paperless Continuing Education Class
Methods for Going Paperless Activity Continuing Education Class
Methods for Going Paperless Continuing Education Class
► 80+ % Say Imaging is Very or Extremely Effective (2006) Imaging As Time Saving Technique Continuing Education Class Source: The National Alliance Research Academy
57 % Say Productivity is Improved More than 30% (2006) What Agencies Say Continuing Education Class Source: The National Alliance Research Academy
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 Continuing Education Class
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? Continuing Education Class
Back-end Scanning Continuing Education Class
Occurrence Scanning Continuing Education Class
Front-end Scanning Continuing Education Class
Front-End Scanning - Reporting Continuing Education Class
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 Consulting AAdams@AngelaAdamsConsulting.com 770-853-1200 Continuing Education Class
What Kind of Scanner? Traditional Copier? Sheet-fed Scanner? VS Continuing Education Class
Centralized or Distributed? Lots of small scanners? One big scanner? VS Continuing Education Class
Choosing a Scanner www.FreeScannerAdvice.com Continuing Education Class
Easy Way to Simplify Scanning 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. Continuing Education Class
Shred or Not? Continuing Education Class
Choosing a Shredder Continuing Education Class
When to Shred Continuing Education Class
Document Retention Continuing Education Class
Electronic Documents What Problems Do These Cause? Continuing Education Class
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? Continuing Education Class
Issues With TIFF Files • Dozens of “standards” • Format owned by Adobe • Confusing to receive one • Still a major standard for long term archival Continuing Education Class
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 Continuing Education Class
Best Practices with Word • Print to PDF or TIFF adopted standardif: • No changes anticipated or desired • Permanent archive • Save as Word if: • Anticipate “re-use” in future • DMS protects from changes Continuing Education Class
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” Continuing Education Class
File Security – Best Practices • Access Control • Audit Trail • Tamper Protection • Transfer Encryption • Data “at rest” Encryption Meet or exceed compliance standards Continuing Education Class
Standard HIPAA Disclosure Continuing Education Class
Implementation – Best Practices Continuing Education Class
Barriers to Implementation Continuing Education Class
Implementation – Best Practices What about leadership? Continuing Education Class
Advanced Topics • Rules-based Workflow • Digital Signature Technology • Sending Large “secure” Emails via FTP • Advanced OCR for automated data collection Continuing Education Class
Rules-based Workflow Pay Invoice Approve Invoice Start Review Invoice Reject Invoice Manager Sample accounts payable workflow Continuing Education Class
Digital Signature Technology Continuing Education Class
Sending LARGE Emails Continuing Education Class
Sending LARGE Emails Continuing Education Class
Sending LARGE Emails Continuing Education Class
Sending LARGE Emails Continuing Education Class
High-End OCR Technologies Structured Forms Unstructured Forms Continuing Education Class
Structured documents Each form is identical. • Credit applications • Order forms • Inventory sheets • Healthcare claim Define a standard template for each form. You choose and define each individual data field that you want to extract. Continuing Education Class
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. Continuing Education Class
YES NO Recognition Technology Optical Character Recognition (OCR) Machine Print Intelligent Character Recognition (ICR) Optical Mark Recognition (OMR) Bar Code Recognition (BCR) Magnetic Ink Character Recognition (MICR) Continuing Education Class