Case Study: UniCredit Bulbank

Accurately Capture Data, Improve Case Management

Highly automated multichannel capture, classification solution supported by Adaptive Case Management

The Organization

Headquartered in Geneva, the Central Compensation Office (CCO) is the Swiss social security administration. The CCO processes all pension applications and manages the payment of benefits. The organization oversees accounting, managing central registers and monitoring the movement of money to and from the compensation funds.

The Challenge

The CCO receives a variety of document types and handles about 1.6 million physical mail pieces and 110,000 e-mails each year, with a steady increase in Web form submissions and e-mails. This processing workload resulted in a need for an efficient, automated solution for capturing documents and managing requests.

In order to meet the requirements of SLAs, the organization wanted to control workflows, respond better to daily variations in case volume, reduce manual processing times and avoid unnecessary rerouting of requests between departments.

The Solution

The Papyrus Solution for the CCO manages all incoming requests by first capturing physical mail, e-mails and Web forms. Data from these captured documents is extracted, validated and verified, and the documents are indexed for archiving.

Each incoming request automatically opens a case that is managed in Papyrus Adaptive Case Management (ACM) where the organization can track steps, states and actions performed during processing. Cases are evaluated on required user skills and workloads between services and departments for routing to the appropriate user.

Data integration with third-party systems and background service requests are handled in an SOA layer.

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User interface for managing e-mail attachments

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Completion view for manual data validation

Verifying, Capturing E-mail Requests

The Papyrus E-mail Adapter retrieves messages from multiple Microsoft Exchange Server accounts via the IMAP protocol. Business rules determine if specific e-mails need to be verified manually before advancing the request into the workflow. The user interface also allows attached documents to be regrouped and sorted.

Simple Completion View for Classification

Classification is mandatory to determine document types for subsequent processing steps. Documents that cannot be handled automatically are passed on to manual classification using the completion view. The language of the document is determined for skill-based task assignments.

Automated Identification and Cross-Validation

The identification process can automatically validate insurance holders based on the AVS number extracted from the incoming documents. The AVS number is validated against two systems: the CCO’s business case management system; and when not found, a central database for the federal social insurances in Switzerland. When a business rule forces a manual verification of the identity, a user task is assigned to complete the validation.

Papyrus ACM: One Framework to Rule All

Incoming inquiries are categorized by ACM users and either added to existing business cases or trigger the creation of a new business case.

The ACM application presents users with all the relevant information, such as the identity of the insurance holders, existing business cases (open and closed), documents received and notifications, which are either provided by the system or other users who worked on the same case. Data can be validated against third-party systems.

The users are provided with a powerful interface that shows different functionality and consolidated data available on a single screen to provide a simple environment for multiple tasks in one unique application. The user interface screens provide advanced features:

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ACM user interface

  • Shortcuts for all actions.
  • Open the original e-mail at any time
  • Release assigned user tasks to a different user group
  • Change case properties, such as language
  • Duplicate the case for multiple inquiries in one document
  • The ACM case feeds at runtime a reporting data layer, allowing the Papyrus Reporting Solution to retrieve data, independently, without impacting production performance.

The reporting dashboards provide managers with process indicators to control workload by rotating users from different services and departments and assigning distinct process tasks at any time via user profile management. This ACM reporting layer also delivers key figures about short-term and long-term organization performance.