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Enterprise Content Management at Safeco Insurance

Safeco Insurance is undergoing an enterprise content management (ECM) transformation to digitize processes and enhance collaboration. They are migrating to an all-digital platform to streamline information management and enforce retention policies. The current ECM environment involves applications like EMC Documentum and custom solutions for storage, retrieval, capture, collaboration, and workflow. The future state focuses on image, document, and workflow management, with plans to integrate with existing systems and implement intelligent capture technologies. Through strategic infrastructure improvements, project implementations, and communication strategies, Safeco is working towards a paperless operation for efficient data handling and enhanced services.

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Enterprise Content Management at Safeco Insurance

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  1. Enterprise Content Management at Safeco Insurance

  2. Introduction • Safeco sells property and casualty insurance products through a network of independent agents, (auto, home, small commercial) • 7,000+ employees nation wide • $7 billion in revenue • Aggressive goals around growth, profitability

  3. ECM History at Safeco • Chaos !! • Paper everywhere • Some imaging practices • Panagon (unsupported suite) • Vertical apps w/ embedded workflow • Metadata not accessible except through vertical apps • Proprietary apps • Manual retention enforcement <picture of Brian’s desk>

  4. Current State – In Progress • EMC Documentum 5.3 in place • One custom .NET/DFC-PIA app (SafeDoc) • OOB solutions in progress • DSS, Cash Management, Surety • WDK customization for customer specific presentation

  5. Current State - Applications

  6. Current Environment – Storage / Retrieval

  7. Current Environment – Storage / Retrieval • Load balanced Content Servers • SQL 2005 repository on Unisys multi-proc server • IBM Websphere app servers • multiple WebTop customizations – one for each customer • dedicated app server for DA • Repository strategy including large dedicated repositories and shared repository • Brava for annotations • DTS for PDF rendition • BPS for SMTP capture

  8. Current Environment - Capture

  9. Current Environment - Capture • InputAccel • IAMDW • SourceCorp • TCS indexing via Citrix • legacy system integration for validation / export • bar code recognition / indexing of certain forms • OCR in progress

  10. Current Environment - Collaboration

  11. Current Environment - Collaboration • Sharepoint 2007 (MOSS) • Strategy around permanent storage of collaboration artifacts

  12. Future State

  13. Future State – Image Management • All images in Documentum • 80 million Claims • 25 million SPI • 6 million SBI • 600 thousand Surety • 1 million misc (AP, Art, DSS, CM, and more) • Retention enforced

  14. Future State – Document Management • Collaboration artifacts • Personal folders • Full text search • Checkin / Checkout • Version management • Retention enforced

  15. Future State - Workflow • Business Process Manager • TibCo integration • Service bus to legacy and COTS products • Overarching process choreography • Integrate with MOSS

  16. Future State - Capture • Intelligent forms recognition • Dispatcher • OCR based indexing • Fax capture • Email and attachment management • Audio and video capture

  17. Future State – Retrieval / Presentation • WebTop • TaskSpace • On the glass integration with portalized apps • Services layer integration

  18. Future State - Collaboration • Archive Services for MOSS • Auto archival of collaboration artifacts based on MOSS state workflow

  19. Future State - Search • High level taxonomy represented by repository/cabinet/folder structure • Corporate doc object to inherit from -containing common metadata • BI capabilities based on metadata and full text search

  20. Future State – Digital Asset Management • Video storage • Audio storage • Voicemail management • Digital rights management (Brava CSF ?)

  21. Eventually … Paperless • Web based presentation of forms • Data collection directly to BI warehouses and LOB systems • Rendering of exact forms to PDF format for retention managed archival and retrieval

  22. Paperless Vision

  23. How will we get there ? • Strategic Infrastructure Shore-up • Project Based Implementations • Patterns and Practices / Solution Catalog • ECM Communication Strategy

  24. Roadmap - Infrastructure • BCP (failover data center) • Scalability (Scale Server, W2003 Data Center Edition, load balanced app servers) • Full text search • BPM/BPE • D6 web services layer

  25. Roadmap - Projects • Business requests for features • OCR • Forms • Rich Media • Personal Folders

  26. Roadmap - Patterns and Practices Catalog • Defined list of distinct solution patterns for ECM requests • Capture, store, manage (including workflow), deliver, preserve • Cost estimate included • Aligned resources defined • Includes solution request intake and evaluation process (BODD)

  27. Roadmap – ECM Communication • Product evangelism (demos) • Presentations • Product / solution list • Intranet web presence

  28. www.safeco.com

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