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BankBoston (now a part of Bank of America) began their Asia-Pacific Trade Finance Centralization project as a vision of a document processing center that would service all BankBoston trade finance operations throughout the Asia-Pacific region, including Japan, Taiwan, Hong Kong, and Korea.
The concept behind the centralized processing center is to allow all of BankBoston’s Asia-Pacific branches to focus purely on customer service, sales and marketing, while the processing center - serving as a virtual extension of the regional offices - provides all back-end transaction functions.
With the help of RSTN Consulting, the Bank has not only made this dream a reality, but an astounding success.
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This project involved the scanning and archiving of all credit card application documents received by United Overseas Bank thus providing the users and credit analysts with nearly instant access to all documents. In the next phase, workflow was introduced to automate and streamline the application processing functions. UOB’s image repository contains all documents associated with over 800,000 cards.
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This project included backfile conversion of AXA’s entire file room (over 4 million pages), scanning of all new incoming documents, an automated fax solution, an electronic contract assembly & printing system (where application images, endorsements, and AS400 contract-output are electronically merged together and printed), an RSTN custom designed & developed correspondence management system, and end-to-end Business Process Management for all New Business Acquisition and Customer Service business processes.
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The Registration Document Processing & Management System (RDPMS) was developed to manage all incoming and outgoing documents related the registration and management of businesses operating in the state of Hawaii. The system is very workflow intensive and required a large amount of applications development in order to integrate all business processes, and related systems, from end-to-end. Document and check scanning integrated barcode reading, patch code reading, OCR, ICR, and OMR data recognition & capture. On-screen document processing required real-time interface integration with their mainframe applications. Check processing and fee distribution integrated the entire cashier process. Annuals processing required mainframe batch uploads of data extracted from the documents. Image-enabled mainframe queries required specialized integration. The project also included the migration of nearly 1 million images from a legacy mainframe imaging system .
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AIA
The total project value of the AIA Malaysia Imaging & Workflow project was USD $10 million over 5-years with as many as 18 application developers at one point working concurrently on the project.
The project included complete Business Process Management automation for AIA’s entire Policy Services, Claims, and New Business operations. All of AIA’s primary line-of-business systems were image-enabled and workflow-enabled, including their eBusiness applications, Mainframe applications, Client-Server applications, Java-based applications, their Contract Printing Sub-system, and much more. This system is so amazingly automated, and their base applications so tightly integrated with the Imaging and Workflow platform, that it is fair to say that this is probably RSTN’s most sophisticated Imaging & Workflow project to date.
RSTN has implemented very similar BPM solutions for AIA Singapore, AIA Thailand and AIA Indonesia.
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AIG Nan Shan Life is one of the largest life insurance companies in Taiwan, with an agency force of over 30,000 agents and daily transaction volumes that are staggering. With the Imaging & Workflow system fully implemented, all new incoming POS, Claims & New Business documents are sent from 23 branches across Taiwan to regional scanning centers that scan and route the new cases into four regional issuing centers for image processing. Image copies of contract documents are electronically merged with the contracts, printed as single print jobs, and automatically bound as a single, consolidated contract - no manual intervention is required. The projected daily scanning volumes are in the range of 100,000 image pages per day (2 million pages scanned per month.)
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Tata AIG are now scanning up to 300,000 pages per day from over 100 scanning locations spread across a vast geographical area. The first phase of this imaging & workflow project began with an enormous backfile conversion exercise, where teams working 24 x 7 systematically scanned and indexed all file room documents. In conjunction with the backfile conversion, all new incoming documents are now being scanned daily using RSTN’s own E2 Capture software, a robust batch scanning software that provides automated signature cropping, barcode recognition, enhanced wide-area-network image release, enhanced business process logic specific to Tata AIG’s requirements, and much more.
Other aspects of the project were a fully customized front-end application developed by RSTN in order to include insurance specific functionality and systems integration capabilities together with core imaging & workflow functionalities. The project also included the implementation of an industrial strength contract printing infrastructure that allows contracts to be generated centrally by their host, but then re-directed over the wide-area-network, out to the zone offices around India, for decentralized printing and dispatching. RSTN also developed a full Policy Dispatch Tracking System to provide an end-to-end tracking of policies from the moment the application is received by Tata AIG, to the moment the courier service confirms that the customer received the policy, and each step in between.
The most recent phase of the project involved deploying scanning operations to over 100 locations and the implementation of BPM for the entire underwriting & issuance business processes.
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The Singapore Registry of Companies & Businesses Enhanced Auto-Registry System (EARS) is a highly customized Imaging & Workflow solution integrating email, fax, correspondence database management, case management, and a massive image migration from a legacy mainframe to the new system.
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The Hartford Steam Boiler Insurance & Inspection Company, a former AIG company now owned by Munich Re, is a global specialty insurer and reinsurer. RSTN was engaged first develop a comprehensive business case and CBA for the project, which projected productivity & efficiency gains amounting to the equivalent of 10 fulltime employees (FTE’s). RSTN was then engaged to implement the full project and deliver the projected benefits. Post implementation analysis showed that the actual productivity and efficiency gains achieved allowed HSB to process the same amount of transactions with 10 less staff – the quantifiable benefits were achieved. Note that rather than eliminating these 10 FTE’s, the processing center instead absorbed additional processing responsibilities amounting to work of 10 additional staff.
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MEASA BPM - This project included the centralization of business operations throughout Alico Gulf’s Middle East operations. The processing center located outside of Dubai performs all backend processing functions on behalf of six countries – Qatar, Kuwait, Saudi Arabia, Oman, Bahrain, and the United Arab Emirates. Policy applications, customer service requests, and claims documents from these countries are all received into the BPM system at the UAE processing center and moved through the various business processes electronically.
MEASA Claims Pre-Approval - The Alico MEASA Claims Pre-Approval System allows over one-hundred hospitals across 6 countries throughout the Gulf Region to submit patient claim information remotely over the internet to the Alico Claim Examiners whereby the Alico doctors can then review the information and render their decision to either accept or deny the claim. For Dental, Optical, and Maternity cases, the pre-approvals are 100% automated (no Doctor involvement) via auto-underwriting logic. Once a decision is rendered, the hospital users can go into the system and see the decision rendered by Alico.
RSTN developed this application from the ground up, and implemented the entire project (design, development, training, and implementation) remotely from RSTN’s Colorado office and then deployed in the United Arab Emirates and across the Gulf Region.
Mexico - This project involved the deployment of scanning operations to branches throughout the country utilizing multifunction printer/scanners in order to facilitate centralized underwriting for the corporate sales teams in the regional offices. Similar to Alico Chile, this project began as a consulting engagement to review the business processes & BPM implementation.
Chile - This project began as a consulting engagement where RSTN was brought in to perform a post implementation review of an existing BPM implementation performed by a local vendor in Santiago. As a result of this study, RSTN was engaged to enhance the system in order to ensure that productivity benefits were in fact achieved; to bring the system in line with best practices in BPM; and to prepare the system for deployment to several other AIG Latin American country operations.
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Roth Bros, a FirstEnergy Company, is headquartered in Youngstown, Ohio and maintains branch offices throughout the United States. Roth is a diversified and multi-divisional building services and construction company on the leading edge of technology and performance in HVAC Service, Roof Management, Energy Management, Electrical Services, Roofing, HVAC Construction and Performance Contracting.
Roth has engaged RSTN as their Imaging & BPM vendor for their EDMS system, a highly sophisticated Kofax and IBM-Content Manager Imaging & BPM system implemented extensively across all primary business processes and service divisions of Roth. For the past 4 years, RSTN has been providing ongoing consulting, applications development, implementation and technical support services.
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