IIABSC Spring Conference 2012
Paperless Document
Management
Best Practices for the
Independent Agency
IIABSC Spring Conference 2012
Agenda
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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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An Example of What We Want To Avoid!
This is the desk of a Chubb underwriter in Atlanta
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Methods For Going Paperless
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Methods for Going Paperless
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Methods for Going Paperless
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Imaging As Time Saving Technique
► 80+ % Say Imaging is Very or Extremely Effective (2006)
Extremely
Effective
Very
Effective
Somewhat
Effective
Ineffective
0%
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10%
20%
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Source: The National Alliance Research Academy
30%
40%
50%
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What Agencies Say

57 % Say Productivity is Improved More than 30% (2006)
More than 50%
41-50%
31-40%
21-30%
11-20%
0%
5%
10%
15%
20%
25%
% of Agencies
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Source: The National Alliance Research Academy
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What does “paperless” mean?
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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
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What Should Be Scanned?
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Appraisals
Cancellations
Carrier bulletins
Carrier manual updates
Class schedules
Checks
Claim notices
Claim payments
Completed/signed applications
Deposits
Employment forms
Endorsements
Invoices
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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?
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Back-end Scanning
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Occurrence Scanning
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Front-end Scanning
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Front-End Scanning - Reporting
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Why Use Dual Monitors?*
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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
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What Kind of Scanner?
Traditional Copier?
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Sheet-fed Scanner?
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Centralized or Distributed?
Lots of small scanners?
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One big scanner?
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Choosing a Scanner
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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.
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Shred or Not?
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Choosing a Shredder
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When to Shred
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Document Retention
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Electronic Documents
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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?
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Issues With TIFF Files
• Dozens of “standards”
• Format owned by Adobe
• Confusing to receive one
• Still a major standard for
long term archival
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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
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Auto-import from folder
Drag and drop
Print drivers (Adobe or other)
Eliminates problem with “locked” files
Remember document manipulation
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Best Practices with Word
• Print to PDF or TIFF adopted
standard if:
– No changes anticipated or
desired
– Permanent archive
• Save as Word if:
– Anticipate “re-use” in future
– DMS protects from changes
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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”
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File Security – Best Practices
• Access Control
• Audit Trail
• Tamper Protection
• Transfer Encryption
• Data “at rest”
Encryption
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Standard HIPAA Disclosure
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Implementation – Best Practices
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Barriers to Implementation
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Implementation – Best Practices
Lead
• Make a firm decision
• Tell everyone
• Implementation team
Involve • Start Small – “Bell Cow” Theory
Plan
• What will be done?
• Timeline
What about
leadership?
• Do things “on time”
Execute • Right things right
• What changed?
Measure • Stack rank
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Advanced Topics
• Rules-based Workflow
• Digital Signature Technology
• Sending Large “secure” Emails via FTP
• Advanced OCR for automated data collection
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Rules-based Workflow
Start
Approve
Invoice
Pay Invoice
Reject
Invoice
Manager
Review
Invoice
Sample accounts payable workflow
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Digital Signature Technology
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Sending LARGE Emails
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Sending LARGE Emails
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Sending LARGE Emails
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Sending LARGE Emails
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High-End OCR Technologies
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Structured documents
Each form is identical.
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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.
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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.
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Recognition Technology
Optical Character Recognition
(OCR)
Machine Print
Intelligent Character Recognition
(ICR)
Optical Mark Recognition
(OMR)
YES
NO
Bar Code Recognition
(BCR)
Magnetic Ink Character Recognition (MICR)
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