Alfresco Day Brussels 2016 - Alfresco customer use case: Delcredere-Ducroire

Alfresco DayCustomer Use CaseDelcredere|Ducroire

Lena Kaliningondo UtujeUnderwriting and Account Management Analyst

Brussels, February 4th 2016

Agenda

Alfresco Day – February 4th 20162

1. Delcredere|Ducroire: UAM

2. From paper files… to digital insurance underwriting

3. Approach

4. Solution

5. Lessons learned

Table of contents

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In charge of the underwriting of all transactions which are presented to Delcredere | DucroireThis means:

• Being the first line of communication for a client that requests insurance;

• Collecting information regarding the risks to be assessed;• Assessing risks and other relevant aspects;• Looking at feasibility of the insurance requests and determining the

pricing;• Proposal of decision;• Issuing the offers of cover and insurance policies;• Managing the insurance policies;• Performing risk monitoring.


1. Delcredere|Ducroire: Underwriting andAccount Management Department

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• UAM was still largely working with a paper-based administration and locally stored files

Challenge


2. From paper files…

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• Often sensitive and complex cases, leading to even more paperwork

• Digital information had to be kept on local storage; potential danger

with sensitive data

• Information from multiple sources to be treated

• Long lead times between insurance request and insurance proposal,

whereas speed and accuracy are necessary

• Not efficient, no insight into the detailed status of a case

• Difficult for management to determine the performance of UAM

Challenge


2. From paper files…

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Objectives


…to digital insurance underwriting

• Standardizing the UAM workflows and processes

• Faster throughput

• Transparent workflow

• status and progress of the request

• overview of the decision-making process

• User-friendly and well-performing solution

• More know-how retention

• Agility and flexibility

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• Extensive business analysis

• Detailed documentation of the TO BE workflows

• Search for initial alignment with final solution

• An Alfresco solution would be implemented using an external

supplier

• Very good starting point for functional analysis performed by

AMPLEXOR

Preparation prior to project start


3. Approach (1)

Prioritized Requirements List according toMoSCoW

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Requirements


3. Approach (2)

60%

40%

Must haves could in no case be removed from the scope; had to be implemented in order to get acceptance at the end of the project

Should haves could be removed in case of more serious issues

Could haves can be removed in case of minor issues

Won’t have this time

Everyone understands and agrees on the priorities

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• Two critical success factors:• Availability Business Ambassadors• Change management

Critical success factors


3. Approach (3)

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Business ambassadors:• 1 per operational team• Appointed and agreed + backup• 50% of their time over the course of 5 months• Close collaboration with developers• Located in the same space as the developers• Responsibilities:

• Provide input to the developers by handing detailed requirements• Confirm on a regular basis that the solution is evolving into the

direction of a fit-for-purpose solution• Inform and train colleagues and bring back possible concerns to

the developers• Getting everyone on board; be a change management

catalyst


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Change management:

• Strong engagement of the entire UAM department

• Encouraged by the department head, the team coordinators, and the

Business Ambassadors

• Involvement of Human Resources department

• Continuously and clearly communicating a consistent message on a

proactive basis


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Agile approach: the entire project time was divided in a number of timeboxes


Development of the solution

Project 1020: Alfresco

Timebox1

Timebox2

Timebox3

Timebox4

Timebox5

Timebox6

Timebox7

Timebox 3

Kick‐off Investigation Refinement Consolidation Close‐out

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During each timebox specific components were built, tested and

feedback was given:

1. Agree on the scope of the sprint

2. Make priorities in the scope

3. Set the approval criteria

4. Full clarification of all requirements

5. Developing all requirements in a functional solution

6. Achieving the approval criteria

7. Review session with demo + feedback


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• The user has direct access to the application via a web link• When launching the application, the user is automatically logged on• The opening page is their personal dashboard

Starting the system: personal dashboard


4. Solution (1)

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Case Details Page


4. Solution (2)

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Workflow Decision: graphical view


4. Solution (3): Decision-making process

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Furthermore:

• Case management system instead of

pure process-driven Business Process Management

• Manage digital documents within a case

• Support the operational activities using case metadata, reminders,

activities, history, and (simple) workflows

• Support the daily case-related activities and guide users by

providing them with a complete overview of cases, their

documents, and related activities/tasks and reminders

• Flexible reporting functionality, including Excel exports


4. Solution (4)

18 Alfresco Day – February 4th 2016

Collaboration with Amplexor

“This project went exceedingly well, and there were many reasonsfor this. I believe it was due to several factors, such as thethorough preparation of the workflow and RFP by Delcredere |Ducroire, the highly skilled analysis by AMPLEXOR, theenthusiasm, technical knowledge, professional attitude, andnecessary flexibility of the on-site team, the professional projectmanagement and clear communication from our side, and thesupport of the Delcredere | Ducroire management.”

Steven Deneir, Project Manager at Delcredere|Ducroire

“Thanks to a committed and focused AMPLEXOR team and an engaged customer, this project was delivered on time, within scope, under budget, and with great satisfaction from all parties.”

Rika Michiels, Project Manager at AMPLEXOR


“No more paper (excellent for the woods)”

Uniformity in the way documents are saved (naming, folders,…)

“Overview of “what has been done” and what is to be expected.Avoids having to search in a pile of paper…”

“Feedback is clear (track changes, comments)”

“Quick access to the files you are working on”

“It helps to maintain an overview of the cases I’m working on and in which stage they are.”

“Streamlining of the review and decision processes: they are quicker , more transparant, and better documented,. Significant support to a more uniformized and harmonized way of working within the wholedepartment.”

“Electronic reviews of proposal/decision docs: by writing in the doc, the “back and forth” [of paper documents] between drafterand reviewer is avoided […] Small errors can also be correctedin the doc self.”

UAM Alfresco Survey



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• Have clear business processes so the focus can be on the

functionality

• MoSCoW prioritization combined with strict and short timeboxes

• Have explicit senior management visibility for all stakeholders (in

our case from Executive Committee)

• Strong and continuous involvement of business experts

• Plan business involvement as soon as possible and monitor this

involvement

• Empowering people to the lowest possible level

• Clear communication channels are important


5. Lessons Learned

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Now is a good timing

During the cocktail networking hour is a good timing

Lena Kaliningondo UtujeUAM AnalystOperations Support

T. +32 (0)2 788 88 38E. [email protected]

Rue Montoyerstraat 31000 Brussels, Belgiumwww.credendogroup.com


Questions

Turning uncertainties into opportunities

Technology

Alfresco Day Brussels 2016 - Alfresco customer use case: Delcredere-Ducroire