Enterprise Content Management at Safeco Insurance

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

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

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

Current State - Applications

Current Environment – Storage / Retrieval

Content Servers

HPDL580G3

Brava Servers

HPDL380G4 WIN2K3 2 CPU 3.6 GHZ 2GB RAM 140GB WIN2K3 2 CPU 3.6 GHZ 2GB RAM 140GB WIN2K3 4 CPU 3.6 GHZ 4GB RAM 72GB WIN2K3 4 CPU 3.6 GHZ 4GB RAM 72GB

Admin Servers

WIN2K3 1 CPU 3.6 GHZ 1GB RAM 4GB

DTS Servers

HPDL380G4 WIN2K3 2 CPU 3.6 GHZ 4GB RAM 140GB WIN2K3 2 CPU 3.6 GHZ 4GB RAM 140GB

BPS Servers

HPDL380G4 WIN2K3 2 CPU 3.6 GHZ 2GB RAM 140GB WIN2K3 2 CPU 3.6 GHZ 2GB RAM 140GB

Tier 1 SAN Storage Structured Meta Data 700GB NAS Head EMC Celerra DBMS SQL Servers

Log Shipping WIN2K SQL2000 Enterprise Edition 8/32 CPU 3.6 GHZ 8GB RAM Hot Spare – used for testing WIN2K SQL2000 Enterprise Edition 4(8) CPU 3.6 GHZ 4GB RAM

Clarion SAN Storage Unstructured Files 5.5TB

7/6/2007

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

Current Environment - Capture

Backend Repositories Vendor Partners Capture Infrastructure Universal Client General Helper Backup Server * Image Cleanup (IAIPI) WTX EDI Exchange Universal Client IAMDW SourceCorp Scanning Partner InputAccel Server Universal Client (VMWare) General Helper Universal Client (VMWare) General Helper * Image Cleanup (IAIPI) * Image Export (IAEXIMG) * Image Cleanup (IAIPI) * Image Export (IAEXIMG) * Multi (IAMULTI) * Timer (IATIMER) * Export Mail (IAUNIMOD) * ODBC Export (IAXODBC2) Citrix farm Universal Client (VMWare) Claims Helper * Claims Validation (CISECVAL) * Claims Export (IACLAEXP) Universal Client (VMWare) Iris Helper * Secondary Validation (SISECVAL) * IRIS Export (IAIRIEXP) * Secondary Validation (SISECVAL) * Export to SuretyNet (IASUREXP) * Panagon Export (SUPANEXP) Claims / Filenet SPI Surety / Filenet TCS Indexing Partner Indexing is done via Citrix sessions connected to Safeco network Note: These Index workstations access backend systems for interactive validation and for drop-down population.

Universal Client (VMWare) Surety Helper Universal Client (VMWare) AP/Art Collection Helper * AP Secondary Validation (APSECVAL) * AP Panagon Export (APPANEXP) * Art Secondary Validation (ARSECVAL) * Art Panagon Export (ARPANEXP) Filenet Filenet Documentum BPS Universal Client (VMWare) SBI SMTP Export 9/6/2007

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

Current Environment - Collaboration

Load Balancer

Web Front-End

servers

Central Admin

and

Front-End Import

server

Index

and

Application

servers

Data/Content

on Clustered, dedicated SQL Servers

MOSS Configuration

on shared clustered SQL Servers

Current Environment - Collaboration

 Sharepoint 2007 (MOSS)  Strategy around permanent storage of collaboration artifacts

Future State

Colaboration Sharepoint Mobile Worker Groove, .PST, files Scanning InputAccel – Sourced . eInput Fax RightFax / IAMDW OCR / ICR Forms Recognition Auto-classification InputAccel / DIspatcher Email Exchange / Outlook Forms Generation (Forms Builder ?) Retention RPS DBMS Portal WCM Web Publisher / SDS / SCS Search ECIS ECM CS, BPS/BPE, DTS, Brava Documentum Storage Mgmt CSS Admin DA / RPM BPM Tibco / WPS Storage SQL 2005 SAN / NAS / RAID / tape ?

OOB Presentation Webtop / Damtop / Taskspace Custom Presentation Forms Presentation

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

Future State – Document Management

 Collaboration artifacts  Personal folders  Full text search  Checkin / Checkout  Version management  Retention enforced

Future State - Workflow

 Business Process Manager  TibCo integration  Service bus to legacy and COTS products  Overarching process choreography  Integrate with MOSS

Future State - Capture

 Intelligent forms recognition  Dispatcher  OCR based indexing  Fax capture  Email and attachment management  Audio and video capture

Future State – Retrieval / Presentation

 WebTop  TaskSpace  On the glass integration with portalized apps  Services layer integration

Future State - Collaboration

 Archive Services for MOSS  Auto archival of collaboration artifacts based on MOSS state workflow

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

Future State – Digital Asset Management  Video storage   Audio storage  Voicemail management Digital rights management (Brava CSF ?)

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

Paperless Vision

LOB App Client Enterprise Service Bus Web Server Form Field 1 _______ Field 2 ___ X __ Field 3 _______ Esign Web Form Form & Data In Process Form BPM / TibCo Workflow Data Out Form Ou t DCTM DTS LOB App LOB App BI Data Warehouse DCTM Repository

How will we get there ?

 Strategic Infrastructure Shore-up  Project Based Implementations  Patterns and Practices / Solution Catalog  ECM Communication Strategy

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

Roadmap - Projects

 Business requests for features  OCR  Forms  Rich Media  Personal Folders

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)

Roadmap – ECM Communication

    Product evangelism (demos) Presentations Product / solution list Intranet web presence

www.safeco.com