An Insurance Industry Perspective
Making the Web of Services Real
W3C Workshop, Bedford, MA – February 2007
The Hartford Financial Services Group Inc.

Founded in 1810

One of the largest investment and insurance
companies in the United States.

Fortune 100 company

30,000 employees

Two Companies:
• Hartford P&C – auto, home, business insurance
• Hartford Life – investment plans, life insurance, group benefits
1
Introduction to the three use cases
1.
A non-technical problem: Achieving a sharedservices IT model
2.
Rules in a Web of Services
3.
Dynamic UI’s
2
Context
The Web of Services needs to extend from a complex legacy base
Complexity in the automation environment is a growing problem, requiring
significant maintenance spend and hindering business agility and flexibility
Business Functions
Environment Complexity
***This is NOT a complete inventory***
***of Hartford P&C applications***
INFO1, HASKE,
NPPS,CLA, TABS
Data Collect,CAPIS,
PACER, CCPS, AIF,
IRES/PINS, Misc Inputs
P&C OVERVIEW
ASPIR,CLA,NPPS,
LARS,Trigger,DCS,
Ext Feeds,CAPIS,
Trumbull DW
CL
MAINFRAME
INFO1
PL MAINFRAME
AMIS
Internet PL
Diary
 Value chain is
comprised of 200+
unique business
functions
 Describing all discrete
functions performed by
applications in the
portfolio
 Business function
redundancy across
applications is
common
Requote
Territory Code
Texas Fire
Dwelling
OTM
SEMCI
Prefill
MVR
Risk Exp Prop
CLA
GL, Umb,
Exp Rating
Auto
PLA
PLA-Property
PLA-Auto
SHARP
Acct Credit
AUR
Sched F, Sched P, SEAS
CIBNR, Expense, BLC Mo,
NPPS, LAE,Prem Reserve,
HORIZON, DCS, BACIS
PARIS
LASER
@venture
Manual
Input
SPURS
CAS, Acct Credit,
CL C/S Systems
Many Other
Inputs
DBME
XY1
PACER
CorpTABS,
New TABS AARP,
Old TABS AARP
REINS
PLSP
OTA
CAS
HIG
Mass
Auto
BEARS
PARIS
PASS
Global
Reference
Systems
CAPIS
/AMF
Various Systems
ITMS
Property
AIRS
MASTER
PLA, Polk,
RISC
CIDER
PL Data
Warehouse
AIRS,KZ14,LDS,IPCF,
NPPS,INFO FROM
RPTS
PL Special
Calls
NCC Interface,
Prem Reserve
Data
Integrity
Various Systems
Claim DI
Various Clm Sys
MASTER
Natl
Council
Call
AIF/
CIDER
Trumbull
Financial
Warehouse
CL Special
Calls
ARI,
CAPIS,
Ext Feeds
Weekly
Rollup
Various
Systems
CMF,
MISRE
TMF/ATMF
LDS,HEF,NADB
ECLIPS
CL Data
Warehouse
(8 subsystems)
BLC YTD
BLC Mo
Eff Prem/GAINS
Many Other
Systems
KZ14
LIS
SHARP
MASTER Upd/tRptg,
Status of Pricing,
Planning Consults,
Forecast Data,
Misc Input,
HORIZON,
Annual Stmt
Various
Inputs
CARS
APPLE
Expense
System
Prem Reserve, REINS,
BACIS, MASTER,
Payroll, Budget, DCS
SHARP,KZ14, NPPS
Reserving,
SHARP,
Expense
Billing Systems,
Suppliers/
Consultants
CPM
MASTER
CSAS
HORIZON
KZ16
KZ7
KN31
KN33
CORP ACT
INTRANET
RPTG
Various
Systems
SRAP
COINS
Summary
DCI
Various
Inputs
KZ14,
CAPIS,
Eff Prem
POLPC
R&P
CAS HIG
Various
Systems
ARP
Cal
Div
Call
Stat IBNR,
SRAP, HORIZON
Histor
y
Rptg
CAPRE
OS
Monthly
Rollup
NADB
Various
Systems
OS/
Closed
XXD01
Closed
MASTER Updt/Rptg,
CPM
MISRE
IPCF
Insure
PPR
d
Name
LOBSTOR
DBS,
Mainframe
INFO
IBA
Sch P, Ad Hoc,
PSR
CW LDS
Adjs
INFO1, LDS
DCS
ERA
HORIZON,
Eff Mo
Mainframe
CIDER, Comet
Expense, CLA
PER
Sales, Ledger,
Comm Actuarial,
MRPF
CIRCL/
CPM, ROSE
SCRAM
NPPS, KZ14, Prem Reserve,Prem Reserve,
IBNR & Adjs
COINS
MASTER, Misc Input
LDS,NPPS, St Book Rpts,
PPR Rpts
WC Special
Calls
CAMS,
Experian
Weekly
Extractor
Monthly
Extractor
XS10
Periodic
Interface
XY1
Various
Systems
Single
Source
PTF
Pers
Actuarial
Systems
CASD
Daily
Output
Premium
Reserve
CAPIS
CL Data
Warehouse
Pers Auto
AIRS
Recovery
Mgmt
BICS
NCC
CSP Rptg
MLECS
CMF
Trigger
Specialty
&
Specialty
Actuarial
Systems
NCC
Interface
10+ Dev
Languages
MSI
CMF ,FACTS,
Misc Info
LAPS
R&P
IAIABC
TARS
DCS
TABS Corp, TABS AARP,
Affinity, CAMS, SHARP,
Banks, Expense, REMIS,
IRS, APECS,HORIZON
DPS
APECS
Pol/Clm
Unloads
Wkly Ext,
CAS HIG
ARI/New Breakout
DMF
CAPIS
CAPRE/
ALU
Breakout
CIDB
Colossus,
Alloc to File,
Managed Care
HORIZON
DCS, CAMS
Revised 6/1/01
by Bob Duccini
ext 74676
Claim
Inknowvation
Banks,
Canada
CMF Update
Daily
Incurred
TMF/
ATMF
NPPS
DCS, CAMS
Many Other
Systems
Fld Off Trans, PACER,
Affinity,SHARP,CAMS,
TABS,TABS AARP,ISI,
COGEN,Life,IBA,
Trumbull,Misc Acctg,
Bank Feeds,EDI Trans
ITMS
Tech Complexity
Bulk
Billing
QIR
CCPS
Preprocessor
Pol Hold File
Add'l
BLC,
Info
Customers
Cal Data
Call, SHARP
Expense,
LAPS SEAS
ASPIR
SOURCE
Fld Offs,
PINS
Clm DBs,
PL & CL PMFs,
RPN, AMF,
Select Cust
MISRE
AMF, CMF,
Pol Hold DB
Transfer
EDM
Natl Accts
Data Base
HASK
E
Manual
Input
Dir Billed
Manual Issue PL
PSI
HEF
CCPS
LARS
Unit Cost,
Svc Index,
PAIRS
First St,
Property
IRES/PINS
DCS, Texas Fire, XY1
Manual
Input
Spectrum
Workers
Comp
AIF
AUR,
Expiration
FOCS
CAS
Local
Livestock Mort,
HARTRE,Property
TABS,
Agts, Agcy Sys, Portals, Insureds
IRES/PINS
AUR,
EBC
IDARS
NPPS,
PARIS
BEARS
CS CAS,,
CL DW HIG CAS
CLA
FOCS,
PL DW
Risk Exp Auto
Marketing
Assumed Reins (London,
Madrid, Hong Kong),
Pools & Assocs, DCS,
AIPSO, USAIG
NPPS,
AMF
AUR, AIF,
IRES/PINS
Comm Small
Lines
Data
Collect,
CLA,
NPPS
CL MQ
Series Hub
CCPS
Various
Systems
IRES/PINS
AUR
CAS
TPA Preprocessor
MASTER,
ERA,PSR,
MRPF,
CIDER
Account Credit
NPPS
CL DW
CLUE
OSP
IRES/PINS,
Expiration,
AIF
SFA
(Siebel)
TABS,
NPPS
CAS HIG
CS-CAS
Expiration
CLA DBs
Fld, At Home,
Remote
Ins Score
PLIARS
Various Systems
 Underwriting data
capture is performed in
many different
applications
31 PL
Distrib
Apps
CSF
ARMS Auto
ARMS Prop
BSE Sales
Front End
NPPS,
CAPIS,
AUR
24 CL
Client/
Server
Systems
Teleclaim,
Clm
Handlers
IFPS
MASTER
CPM
LOBSTOR
Res Sys,
IFPS
CPM
LDS
IBA
PPR
PSR
ERA
ERA
Rptg
MASTER
Update/Rptg
CIBNR
Over 250
technologies and
technical
platforms
Statutory
IBNR
Effective
Premium
E Rpts, IBA,
Reserving Exhs,
Corp Act Intranet
FAST,
Rptg, CPM
INFO1,
HORIZON,
CAPIS
CIDER,
Expense
 Hundreds of unique business
applications in the eB&T portfolio
 Complex automation environment
requires significant spend for ongoing
maintenance
 Tightly coupled applications make it
difficult to leverage and reuse
existing business capabilities
Multiple versions
of vendor tools
3
The Pushback Model
2 Scenarios that impede innovation:
1
Business
Innovation
2
Business invokes
Newton’s 3rd
Biz/IT
Demand
Wall
Biz/IT
Wall
IT invokes
Newton’s 3rd
Supply
Technology
Innovation
4
Future Platform
Building the Technology Platform one rationalization step at a time …
Agents
Call Center
Customers
Portal
Rating
3rd Party Services
Security
Business Rules
Publishing
Content
Policy
Customer / Agent
Product
Claim
Underwriting
Common Access Layer
Business Process Mgmt (BPM) Workflow
Data Warehouse
Infrastructure
Services
Foundational
Architecture
Information Management
Application Rationalization Step
The P&C Technology Platform: Common IT capabilities enabling business capabilities
5
The Collaboration Model
3 Scenarios that foster innovation:
1
Business
Innovation
Biz/IT
Asset
Biz/IT
Asset
2
3
Demand
Business
Innovation
Technology
Supply Innovation
Supply Biz/IT
Asset
6
Use Case 1: Achieving a Shared Services IT Model

The Problem
• SOA has been bottom-up
• Technology availability and infrastructure implementation not the issue
• Planning, governance and organizational issues

Why it matters
• Business agility, TCO
• The need is there, the technical solutions are there

How can we do this?
• A decision support system for IT Planning and Strategy
• Maybe the Semantic Web
• Maybe an industry consortium
7
SOA SEMCI
UDDI
Edit
WSM
SOAP
WSM
XML->AL3
ACORD
XML
ACORD
XML
WSM
XML
Security
Appl
SOAP
WSM
SEMCI
Orch
WSM
Quoting
Engine
WSM
AL3->XML
DMZ
WSM
Echo
8
Use Case 2: Rules in a web of services

The Problem
• “Rules” have been applied by IT to solve many business problems
• Some “rules” can provide business agility
• “Rules” means many different types of solutions, esp. within an SOA, from business rules,
to edit rules to metadata to governance
• “Rules” can be and are implemented on many types of platforms without any specified
criteria

Why it matters: TCO, Agility.

Possible Approaches:
• A taxonomy of rules, and standardized (maybe automated) ways to deploy different types of
rules on different platforms.
• A platform-independent way of specifying rules
• A distributed, secure architecture for rules
9
Use Case 2: Rule types within The Hartford P&C
Rule Definition: A “Rule” is a statement that defines or constrains
some aspect

Event Rules: Rules that govern the User Interfaces and actions/events taken.

Syntax Rules: Rules that relate to presence/occurrence of data elements, their
data type and structures. (Data Collection rules that may be executed with schema
validation and/or XPATH ).

Conditional Rules: Rules that apply optionally or under the conditions/values of
other data elements. (Data validation rules)

Relational Rules: Rules that occur across multiple conditions of a given process
or transaction and may across multiple screens when exposed to a user interface.

Business Rules: Rules that the business is closest to and might have
requirements for analytics (i.e. Risk Assessment/Scorecard, Underwriting, Product,
Pricing, Claims Processing, and other rules in the enterprise decision management
space)

SOA Run-time Governance Rules: Rules that enforce SOA policies at run-time,
such as SLAs, security, etc.
10
SOA SEMCI
UDDI
Edit
WSM
SOAP
WSM
XML->AL3
ACORD
XML
ACORD
XML
WSM
XML
Security
Appl
SOAP
WSM
SEMCI
Orch
WSM
Quoting
Engine
WSM
AL3->XML
DMZ
WSM
Echo
11
Use Case 2: Rule Platforms within The Hartford
Domain
BPM
Type
Process Management;
Workflow mgmt; Work
queue mgmt
Business Rules
Business Evaluation
Telephony/Contact
Contact Steering; Channel
Centers
Experience
UI
Data Capture; Screen Flow
Content Mgmt
Content Creation; Doc
mgmt Lifecycle
Insurance Rating
Rate Class Determination;
Rating Algorithm
Orchestration/IntegrationApplication interaction;
synchronous process mgmt
Application
Embedded App Logic; Field
Validation; Authorization
Security
Authentication,
Authorization
Platform
BPM engine
BRE engine
Call Center engines
Enterprise Portal/portlets
Document Mgmt System
Enterprise Rating engine
BPEL engine
Java, .NET, COBOL, etc.
Web Service Mgmt
Platform
12
Use Case 3: Dynamic UI’s

The Problem: Need to dynamically capture user information to
provide insurance information or quotes. Rules based questions
performed on the back end lower usability. No standards around
rules based UI solutions.

Why it matters: Customer experience. Speed to market.

Possible Approach:
• Standardize on frontend rules-based UI solutions
• Tie existing standards together
– W3C: XForms, XSLT, XPath, XML
– JCP: JSR-168/286, JSR-94, JAXP
– OASIS: WSRP
13
Dynamic Data Capture Framework
Client Tier
Service Tier
Presentation Tier
Resource Tier
Meta Data
XML
Documents
Admin Client
Build Request
Doc
View Controller
(Layouts, Action
Config, SPX)
Update Model
Request
Processor
Action
Invoker
Validate
Request
XML DB DAO
Agent Portal
View Generator
Determine
Layout
Completeness
Transactional
XML
Documents
(ACORD
Documents)
JavaScript
Validation
Generator
Build View
XML
Data Mart
Reporting
14
Q&A
Thank You
Balaji Prasad
Director, Enterprise Architecture
&
Benjamin Moreland
Director, Foundation Services
Enterprise Architecture Group
The Hartford Financial Services Group
15