Alfresco Day Brussels 2016 - Alfresco customer use case: Delcredere-Ducroire
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The document discusses Delcredere | Ducroire's transition from paper-based to digital insurance underwriting, highlighting the challenges faced, including inefficiency and lack of transparency. It outlines the approach taken, such as standardizing workflows and stakeholder engagement through business ambassadors, leading to a successful implementation of an Alfresco solution. Key lessons include the importance of clear business processes, prioritization, and continuous involvement of business experts.
![19 Alfresco Day – February 4th 2016
“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 whole
department.”
“Electronic reviews of proposal/decision docs: by writing in the
doc, the “back and forth” [of paper documents] between drafter
and reviewer is avoided […] Small errors can also be corrected
in the doc self.”
UAM Alfresco Survey](https://image.slidesharecdn.com/alfresco-day-brussels-lena-delcredereducroire-160212123438/85/Alfresco-Day-Brussels-2016-Alfresco-customer-use-case-Delcredere-Ducroire-19-320.jpg)
Alfresco Day Brussels 2016 - Alfresco customer use case: Delcredere-Ducroire
- 1. Alfresco Day Customer Use Case Delcredere|Ducroire Lena Kaliningondo Utuje Underwriting and Account Management Analyst Brussels, February 4th 2016
- 2. 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
- 3. 3 In charge of the underwriting of all transactions which are presented to Delcredere | Ducroire This 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. Alfresco Day – February 4th 2016 1. Delcredere|Ducroire: Underwriting and Account Management Department
- 4. 4 • UAM was still largely working with a paper-based administration and locally stored files Challenge Alfresco Day – February 4th 2016 2. From paper files…
- 5. 5 • 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 Alfresco Day – February 4th 2016 2. From paper files…
- 6. 6 Objectives Alfresco Day – February 4th 2016 …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
- 7. 7 • 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 Alfresco Day – February 4th 2016 3. Approach (1)
- 8. Prioritized Requirements List according to MoSCoW 8 Requirements Alfresco Day – February 4th 2016 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
- 9. 9 • Two critical success factors: • Availability Business Ambassadors • Change management Critical success factors Alfresco Day – February 4th 2016 3. Approach (3)
- 10. 10 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 Alfresco Day – February 4th 2016
- 11. 11 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 Alfresco Day – February 4th 2016
- 12. 12 Agile approach: the entire project time was divided in a number of timeboxes Alfresco Day – February 4th 2016 Development of the solution Project 1020: Alfresco Timebox 1 Timebox 2 Timebox 3 Timebox 4 Timebox 5 Timebox 6 Timebox 7 Timebox 3 Kick‐off Investigation Refinement Consolidation Close‐out
- 13. 13 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 Alfresco Day – February 4th 2016
- 14. 14 • 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 Alfresco Day – February 4th 2016 4. Solution (1)
- 15. 15 Case Details Page Alfresco Day – February 4th 2016 4. Solution (2)
- 16. 16 Workflow Decision: graphical view Alfresco Day – February 4th 2016 4. Solution (3): Decision-making process
- 17. 17 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 Alfresco Day – February 4th 2016 4. Solution (4)
- 18. 18 Alfresco Day – February 4th 2016 Collaboration with Amplexor “This project went exceedingly well, and there were many reasons for this. I believe it was due to several factors, such as the thorough preparation of the workflow and RFP by Delcredere | Ducroire, the highly skilled analysis by AMPLEXOR, the enthusiasm, technical knowledge, professional attitude, and necessary flexibility of the on-site team, the professional project management and clear communication from our side, and the support 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
- 19. 19 Alfresco Day – February 4th 2016 “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 whole department.” “Electronic reviews of proposal/decision docs: by writing in the doc, the “back and forth” [of paper documents] between drafter and reviewer is avoided […] Small errors can also be corrected in the doc self.” UAM Alfresco Survey
- 20. 20 Alfresco Day – February 4th 2016
- 21. 21 Alfresco Day – February 4th 2016
- 22. 22 • 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 Alfresco Day – February 4th 2016 5. Lessons Learned
- 23. 23 Now is a good timing During the cocktail networking hour is a good timing Lena Kaliningondo Utuje UAM Analyst Operations Support T. +32 (0)2 788 88 38 E. l.kaliningondoutuje@credendogroup.com Rue Montoyerstraat 3 1000 Brussels, Belgium www.credendogroup.com Alfresco Day – February 4th 2016 Questions