Enterprise Content Management at Safeco Insurance

Introduction

Safeco sells property and casualty insurance products through a network of independent agents, (auto, home, small commercial)

7,000+ employees nation wide $7 billion in revenue Aggressive goals around growth, profitability

ECM History at Safeco

Chaos !! Paper everywhere Some imaging practices

Panagon (unsupported suite) Vertical apps w/ embedded workflow Metadata not accessible except through vertical apps Proprietary apps Manual retention enforcement

<picture of Brian’s desk>

Current State – In Progress

EMC Documentum 5.3 in place One custom .NET/DFC-PIA app (SafeDoc)

OOB solutions in progress DSS, Cash Management, Surety WDK customization for customer specific

presentation

Current State - Applications

Current Environment – Storage / Retrieval

Hot Spare – used for testing

DBMS SQL Servers Log Shipping

Content ServersHPDL580G3

WIN2K34 CPU

3.6 GHZ4GB RAM

72GB

WIN2K34 CPU

3.6 GHZ4GB RAM

72GB

BPS ServersHPDL380G4

WIN2K32 CPU

3.6 GHZ2GB RAM

140GB

WIN2K32 CPU

3.6 GHZ2GB RAM

140GB

Admin Servers

WIN2K31 CPU

3.6 GHZ1GB RAM

4GB

DTS ServersHPDL380G4

Brava ServersHPDL380G4

WIN2K32 CPU

3.6 GHZ2GB RAM

140GB

WIN2K32 CPU

3.6 GHZ2GB RAM

140GB

NAS Head

EMC Celerra

Tier 1 SAN StorageStructured Meta

Data 700GB

Clarion SAN Storage

Unstructured Files 5.5TB

WIN2K SQL2000Enterprise Edition8/32 CPU 3.6 GHZ

8GB RAM

WIN2K SQL2000Enterprise Edition4(8) CPU 3.6 GHZ

4GB RAM

WIN2K32 CPU

3.6 GHZ4GB RAM

140GB

WIN2K32 CPU

3.6 GHZ4GB RAM

140GB

7/6/2007

Current Environment – Storage / Retrieval

Load balanced Content Servers SQL 2005 repository on Unisys multi-proc server IBM Websphere app servers

multiple WebTop customizations – one for each customer dedicated app server for DA

Repository strategy including large dedicated repositories and shared repository

Brava for annotations DTS for PDF rendition BPS for SMTP capture

Current Environment - CaptureUniversal

ClientGeneral HelperBackup Server

Universal Client

(VMWare)Iris Helper

Universal Client

(VMWare)Surety Helper

Universal Client

(VMWare) AP/Art

Collection Helper

Universal Client(VMWare)

Claims Helper

Universal Client

(VMWare)General Helper

Universal Client

(VMWare)General Helper

InputAccel Server

SourceCorp Scanning Partner

Claims / Filenet

SPI

Surety / Filenet

Filenet

Backend Repositories

* Image Cleanup(IAIPI)

* Image Cleanup (IAIPI)

* Image Export (IAEXIMG)

* Image Cleanup (IAIPI)* Image Export

(IAEXIMG)* Multi (IAMULTI)

* Timer (IATIMER)* Export Mail (IAUNIMOD)

* ODBC Export (IAXODBC2)

TCS Indexing Partner

Indexing is done via Citrix sessions connected

to Safeco network

Note: These Index workstations access backend systems for

interactive validation and for drop-down population.

Filenet

* Claims Validation (CISECVAL)

* Claims Export (IACLAEXP)

* Secondary Validation (SISECVAL)* IRIS Export (IAIRIEXP)

* Secondary Validation (SISECVAL)* Export to SuretyNet (IASUREXP)

* Panagon Export (SUPANEXP)

* AP Secondary Validation (APSECVAL)* AP Panagon Export (APPANEXP)

* Art Secondary Validation (ARSECVAL)* Art Panagon Export (ARPANEXP)

Universal Client

IAMDW

WTX EDI Exchange

Citrix farm

Universal Client

(VMWare) SBI SMTP

Export

Documentum BPS

Vendor Partners Capture Infrastructure

9/6/2007

Current Environment - Capture

InputAccel IAMDW SourceCorp TCS indexing via Citrix legacy system integration for validation / export bar code recognition / indexing of certain forms OCR in progress

Current Environment - Collaboration

Load Balancer

Data/Content onClustered, dedicated SQL Servers

Index and Application servers

MOSS Configuration on shared clustered SQL Servers

Web Front-End servers

Central Admin and Front-End Import server

Current Environment - Collaboration

Sharepoint 2007 (MOSS) Strategy around permanent storage of

collaboration artifacts

Future State

Scanning

Fax

Colaboration

Mobile Worker

Forms Generation

Email

OCR / ICR

Forms Recognition

Auto-classification

WCM

ECM

Retention Storage Mgmt Admin

DBMSStorage

Portal

Search

ESB

BPM

OOB Presentation

Custom Presentation

Forms Presentation

InputAccel – Sourced . eInput

RightFax / IAMDW

Sharepoint

Groove, .PST, files

(Forms Builder ?)

Exchange / Outlook

InputAccel / DIspatcher

Web Publisher / SDS / SCS

Documentum

CS, BPS/BPE, DTS, Brava

RPS CSS DA / RPM

SQL 2005SAN / NAS / RAID / tape ?

ECIS

Tibco / WPS

Tibco / WPS

Webtop / Damtop / Taskspace

Future State – Image Management

All images in Documentum80 million Claims25 million SPI6 million SBI600 thousand Surety1 million misc (AP, Art, DSS, CM, and more)

Retention enforced

Future State – Document Management

Collaboration artifacts Personal folders Full text search Checkin / Checkout Version management Retention enforced

Future State - Workflow

Business Process Manager TibCo integration

Service bus to legacy and COTS productsOverarching process choreography

Integrate with MOSS

Future State - Capture

Intelligent forms recognition Dispatcher

OCR based indexing Fax capture Email and attachment management Audio and video capture

Future State – Retrieval / Presentation

WebTop TaskSpace On the glass integration with portalized

apps Services layer integration

Future State - Collaboration

Archive Services for MOSS Auto archival of collaboration artifacts

based on MOSS state workflow

Future State - Search

High level taxonomy represented by repository/cabinet/folder structure

Corporate doc object to inherit from -containing common metadata

BI capabilities based on metadata and full text search

Future State – Digital Asset Management

Video storage Audio storage

Voicemail management Digital rights management (Brava CSF ?)

Eventually … Paperless

Web based presentation of forms Data collection directly to BI warehouses

and LOB systems Rendering of exact forms to PDF format

for retention managed archival and retrieval

Paperless Vision

Form & Data In Data Out

Form OutProcess Form

Client

BI Data WarehouseForm

Field 1 _______Field 2 ___ X __Field 3 _______

Esign

Web Server

LOB App

Enterprise Service Bus

LOB App

LOB App

Web FormBPM / TibCo Workflow

DCTM DTS

DCTM Repository

How will we get there ?

Strategic Infrastructure Shore-up Project Based Implementations Patterns and Practices / Solution Catalog ECM Communication Strategy

Roadmap - Infrastructure

BCP (failover data center) Scalability (Scale Server, W2003 Data

Center Edition, load balanced app servers) Full text search BPM/BPE D6 web services layer

Roadmap - Projects

Business requests for featuresOCRFormsRich MediaPersonal Folders

Roadmap - Patterns and Practices Catalog

Defined list of distinct solution patterns for ECM requestsCapture, store, manage (including workflow),

deliver, preserveCost estimate includedAligned resources defined

Includes solution request intake and evaluation process (BODD)

Roadmap – ECM Communication

Product evangelism (demos) Presentations Product / solution list Intranet web presence

www.safeco.com