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A Transformation Journey

A Transformation Journey. Terrie Flaten Application Services Manager Office Insurance Commissioner. Who is the OIC ?. Advocate for consumers Regulate insurance industries 235 employees Elected official Mission:

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A Transformation Journey

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  1. A Transformation Journey Terrie Flaten Application Services Manager Office Insurance Commissioner

  2. Who is the OIC? • Advocate for consumers • Regulate insurance industries • 235 employees • Elected official • Mission: • We protect consumers, the public interest, and our state’s economy through fair and efficient regulation of the insurance industry.

  3. Our Document Handling History • Imaging was introduced at OIC in 1988 • Evolution: • post processing • pre-processing • workflow processing • A transformation began in 2005 • Re-thinking use of document management tools • Slow, continual process

  4. One Example • Online Consumer Complaint System (OCC) • Went live October 2010 • For consumers to report and monitor complaints about their insurance company • OIC Enterprise System (SIMBA) • Tool for analysts to manage complaints • Upgraded in 2011 • Interfaces with imaging system • Provides tools to generate letters and store them in AX • Complaint Response System (CRS) • Went live April 2013 • Communication portal between the OIC and insurance companies regarding complaints

  5. Results • For consumer • No mailing required • Able to file complaint and monitor progress 24/7 • Improved response time • Easy to provide supporting documents • Customer satisfaction survey results for 2013 • Easy to upload documents: • 73% agree or strongly agree • Opening documents from OIC was easy: • 84% agree or strongly agree

  6. Results (continued) • For Companies • Reduction in mailing costs • Reduction in physical mail to handle • Improved response time

  7. Results (continued) • For the OIC • Reduction in mailing costs • Significant reduction in physical mail to handle • Significant reduction in paper to scan and store • Improved response times • Surpassing performance measure • All information about a case in one location • Statistics • 11,000+ complaints/requests per year • 68% received via online complaint system

  8. Other examples • Yearly reporting process for 500+ companies • Yearly, Monthly, and as needed reporting for Rates and Forms process • Repeatable results • Streamlined processes • Less mail and fax processing • Less data entry required by staff • Less scanning required by staff • Information available for public to self-serve

  9. Wrap Up… • Be willing to challenge assumptions • Be creative • Accept change is difficult, but inevitable • Help business staff make the transition • Do small, building block project

  10. Terrie Flaten Office of insurance Commissioner TerrieF@oic.wa.gov 360-725-7018

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