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Unlocking the Data in Paper A Case Study of New York Life
O’Reilly Strata, February 18, 2015
A story in two acts
1. From Ugandan health clinics to the Fortune 100• A story of reverse technology transfer
2. Lessons for organizations that serve everyone
• A case study of New York Life
Act 2
1. From Ugandan health clinics to the Fortune 100• A story of reverse technology transfer
2. Lessons for organizations that serve everyone
• A case study of New York Life
“Going paperless” considered harmful
• Paper often still the most
appropriate tool for the job– Paper as transport, not storage
• Mission critical processes require
non-disruptive onramp– Focus on data, not process change
Government agencies
Healthcare
Insurance
Utilities
Nonprofit
Organizations that Serve Everyone
Organizations that Serve Everyone
Government Healthcare Captricity.orgInsurance
For the largest insurance firms
• Manual data entry essential to business process
– Will continue for the foreseeable future
– The main driver: mission-critical transactional processes
• Challenges
– Poor data quality and turnaround times hurt top and bottom line
– Millions of customer transactions on paper each year $$$$
– Expecting slow “self-serve” adoption
Multi-Channel Capture Digital
Transformation
Actionable Data
or Crowd-Guided
Machine Learning
99%+ Accuracy
Unconstrained Handwriting
Dynamic Scaling
A “Data-as-a-Service” Platform
First production workflow
• Automated manual entry for business reply cards– Across hundreds of different templates / versions
– Accuracy to 99.5% (vs. low-90s% manual entry avg.)
– Turnaround-time to hours (vs. days)
– Significantly reduced cost
• Integration– Custom format, SFTP, nightly batch sweep into mainframe
Data quality, Turnaround time, Cost
PLEASE PRINT OR TYPE APPROVED OMB-0938-1197 FORM 1500 (02-12)
Application Form Claim FormPayment
Authorization
Expansion across the enterprise
Customer service efficiency, Analytics, Fraud detection
27%
25%
48%
% Paper volume by transaction
Top 5 Transactions Next 10 Transactions
Other 240 Transactions
• Paper transactions drive dozens to hundreds of
backend applications
– How can internal IT scale to integrate?
• Each system’s business logic distributed across
– DDL, web-service code, paper form instructions,
workers’ heads
– How best to gather, curate and share business logic?
What about the next hundred workflows?
Data-variety & Time-to-value challenge
What about the next hundred workflows?
• Fail-safe vs. rip-replace
• Distributed vs. monolithic
• Standards + open source
Non-disruptive onramp vs. IT transformation
What about the next hundred workflows?
“Design the Future” contest playbook
1. Educate enterprise IT staff
2. Form cross-functional teams
3. Quick iteration
4. Engaged executive review board
5. Focus on culture-change +
communications
Data access still matters“The best big data tools out there don’t matter if we can’t get to the
data in the first place.”—Taha Kass Hout, Chief Health Information Officer, US Food and Drug Administration
@kuang | kuang@captricity.com | captricity.com/jobs
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