The Papyrus Platform is much more than a collection of standard software components. Its architecture follows a thoughtfully designed blueprint that enables business applications and solutions to individual customer requirements in the insurance and healthcare industry. The takeaway for enterprises is that one robust system manages both incoming and outgoing correspondence via integrated document management working in a real-time process environment. The right components combined in an integrated system cover the complete lifecycle of your ECM/CRM applications and related communications from development to archive.

Papyrus Adaptive Process Platform

The Papyrus Platform offers a comprehensive, flexible and scalable solution based on standard software products and application frameworks. Organizations can define, measure and manage process, content and data in complex service environments with a shared customer view and customized GUIs.

 

 

Papyrus Standard Software: Functionality and Applications.

The mission critical business applications are built from a foundation of Papyrus standard software components.

 

Adaptive Case Management for Insurance and Healthcare

Policy Management, Claims Processing, Customer Response Management

 

More detailed information:

Adaptive Case Management

Empowering the Knowledge Worker

 

Consolidating ECM, CRM and BPM with enterprise architecture, Papyrus Adaptive Case Management (ACM) provides the knowledge worker with a single, consolidated view of the customer.

 

 

Papyrus Adaptive Case Management is a collaborative process of assessment, planning, facilitation and advocacy for options and services. Case management is about receiving information, delivering the right information to the right people at the right time and having the correct processes in place so that timely actions can speed resolution.

Examples: Opening or closing account, underwriting, handling claim, negotiating contracts [...]

 

Policy management

Monitors and speeds up the complete policy process from the creation and sign-off to the final completion in an integrated end-to-end process. Optimization of important processes for the total contract lifecycle:

• Policy creation for agent or direct customer
  
• Linking to the case-letters, documents, scanned pictures, e-mails and videos, etc.
  
• Policy document generation – electronic forms
  
• User authorization and compliance checks
  
• Contract author uses approved contract content
  
• Collaboration – multiple people can work together on a single policy
  
• Delivery to agent or direct to customer

Claims processing and management

Processing claims in shorter cycles leads to better customer service and reduced cost:

• Distributed scanning and classification of incoming requests/responses
  
• Incoming and outgoing claim-relevant documents saved and stored to virtual case file (e-mails, hospital records, photos, reports, legal/court documents)
  
• Automatic or manual updates to case file overview, status and checklist with latest activity and data
  
• Optimization of liability process using business rules, ad-hoc activity and user-trained agent
  
• Integrated letter writing (cancellation letter, notification of claim, etc.) in a browser or fat client application for the claim worker and agent
  
• Efficient central output management for all case-related correspondence

Customer Response Management

Closed loop: Straight through processing – Inbound and outbound integration
Business cases are not a simplistic, flowing process but rather they're an assembly of information - such as documents, DB-records, e-mails, phone messages, memos, stickers, questions and answers and activity/action. Therefore it is essential to handle all inbound and outbound documents in one environment.

• Achieve complete customer-focused business case automation
  
• Full circle Response Management and Campaign Management
  
• Enable tracking and monitoring of all incoming and outgoing mail, i.e. claims, responses…
  
• Ensure that all contact with the customer is relevant and timely

 

 

Insurance business documents design and formatting

More detailled information:
Document Design and Formatting

 

Document Applications (high volume batch, online, user interactive) regardless of the kind of documents you are creating:
policies, contracts, reports, invoices, offers, business letters, claim, notices, benefit booklets
Papyrus lets you automate the highly complex documents that characterize your services.

 

 

 

The Papyrus Designer and Client/Desktop enable fast development of any type of highly personalized business document, combining data, logic, layout and resources in a single process for immediate and identical presentation on-screen and on paper. While IT defines data and complex logic, business groups can create text, tables and other content using Papyrus Desktop/WebPortal, with the same development framework for batch, online/ad-hoc and user-interactive business correspondence. Users with different roles store their definitions in the central resource collection in the object Repository. The Papyrus DocEXEC high-speed formatter generates output in AFP and PDF with indexes on 11 platforms for high-quality consistency across print, e-mail and Web delivery.

Gaining a competitive edge through fast development of personalized documents with campaign and message content created and selected by the business user.

 

 

Graphical definition of data variables and complex logic

Direct import for any data type and record – Cobol, XML, SAP RDI, HTML, fixed length, delimited, tagged, DCF.

 

Template creation and administration by the business department

 

Business Correspondence by business users

More detailed information: Business Correspondence/Textsystem

 

User - interactive letter writing and text administration

Claims letters, customer care letters, investment portfolio, retirement plan review, credit risk analysis, sales reports and more. Templates move through development stages to test before being available to the business user (i.e., customer relationship manager) in production.

 

Using a single approved template, the business user can request:

• Report/letter generation for a specific customer to customize interactively by entering text and data variables in specifically defined areas and then sign-off
  
• Batch production of letters to be manually enhanced and completed
  
• Batch production of letters for automatic delivery without user interactivity
  
• On-demand / online letter generation
  
• Integration with business data through Adapters
  
• Integrated multichannel output management

Interactive Business Correspondence

• Prompting
  
• Paragraphs
  
• Fields & choices
  
• Dynamic placement
  
• Paragraphs
  
• Images
  
• Business data integration
  
• Charts & Tables
  
• Browser-enabled
  
• Re-use of document template
  
• Batch, Online, On-demand

 

 

Adaptive Business Process Management

• Version and Change Management
  
• Sign off
  
• Job management

Security: User Access Management, Audit Trail and Digital Signature

Security today is often external and an afterthought. The security definition must be part of the application and therefore an integral part of the WebRepository. ­Papyrus provides auditing and access control capabilities along with Papyrus ­WebRepository functions that include hierarchical delegated administration, monitoring, digital signatures, data encryption, user authorization and authentication.

 

Insurance Web Forms and Webapplications

Why Use Papyrus WebPortal Capabilities for Enterprise Business Communications?

Papyrus WebPortal provides Web-based, intuitive, fast and consistent access to business communication and related processes. The Web browser presents a multi-purpose GUI that enables the customer or end user to view and interact with business communication of virtually any type or format. This can be a document, a dialog, a sticker on the document, a data record, an e-mail or a voice mail and all of it is business process driven.

 

 

 

Substantial WebPortal benefits:

• A unified document interface and a single point of entry
  
• Seamlessly integrated Web-based e-document solution where data, documents and applications interact within the portal process definition
  
• Central access, integrated system, increased user productivity, with the minimum of custom definition required
  
• Full integration with document production workflow:
  
• Same document layout and building blocks for batch and user interactive documents
  
• Integrated print and output management
  
• Integrated archiving
  
• Access all correspondence resources in the central Repository from the Web
  
• Proxy resources for creating off-line correspondence

 

The Web browser functions are a multipurpose GUI that enables the customer or end user to view and interact with the business’ communication of virtually any type or format. Each end user’s experience is tailored to his or her role, enabling extensive flexibility either through the viewing of documents or interacting with them by filling in text and data. Document security, versioning and reconciling different taxonomies is taken care of by WebRepository.

 

Setting up a Papyrus WebPortal is easier than you think. The portal roles you create for one user can be applied to other users across the company, cutting down on implementation time and costs. Papyrus also delivers HTTPs server functions and integrates with third party HTTP servers. The full Papyrus Client text editing functions are available as a plug-in in the browser and all document formatting is performed centrally on the fly and are shown in PDF format in the browser.

 

Innovative Papyrus PDF features - interactive, dynamic, secure

 

 

Incoming Mail via any channel (paper, email, fax, SOAP, MFP, Mobile)

More detailled information: Business Document Capture

 

The power of Papyrus Capture:

• All types of insurance documents
  
• All types of input channels - from MFP-Scanner to mobile
  
• Papyrus EYE Widgets: free definable Portal user interface
  
• All interfaces to the companies core systems are simply definable using Papyrus Adapters
  
• Benefits: fast processing time, efficient capture, complete transparency

 

 

Recognition of all inbound Communication

With the variety of documents that arrive daily at a company the need to quickly process and forward them to the right department is paramount. Therefore, the development and operation of a capture system must be independent of document types, input hardware and operating system. But in order to achieve the afore mentioned result, large banks, insurance companies, government organizations, industry and service corporations all require fast development, elimination of programming effort and operating system and scanner independence; all of this is inherent in the Papyrus Inbound Concept.

 

Self-learning Classification Process

The Papyrus Capture classification methodology is independent of document type because the categorizer is typically trained through the use of examples. From this input the classification process learns specific similarities and distinctive differences. Self-learning technology ensures that all types of documents can be classified based on properties, keywords and rules.

 

As for the documents that could not be classified correctly, constant fine-tuning is possible whilst Papyrus Capture runs in real time. This ensures continuous optimization of Papyrus Classify and enables flexible adjustment of the rules based on the changes in the received documents that have to be processed.

 

Benefits achieved

• Significant reduction of manual data entry
  
• Higher data quality
  
• Reliable and reproducible results
  
• Language independent processing

 

Intelligent Extraction Process

Based on advanced OCR/ICR (a combination of ISIS’ own development and a market leader engine), printed and handwritten documents can be analyzed and data fields of interest automatically extracted irrespective of whether the position on the page is known or not. Immediate Fuzzy-logic based matching uses calculations to assess the probability of the contents of a predefined data field for dramatically improved results.

 

Papyrus FixForm uses four OCR/ICR engines with advanced image preprocessing for improved document recognition. It provides indexing and processing of data extracted from known forms on predefined document positions. Manifold parameterization and post processing text filter functions enable best possible recognition automation.

 

Papyrus FreeForm® automatically recognizes scanned but unsorted business documents of unknown structure and layout. The system also recognizes unstructured or poorly structured documents with great reliability and is capable of processing any kind of business case document, such as correspondence, invoices, copied forms, job applications, and many more.

Digital Insurance Documents

Opening up electronic channels

Leading insurance companies have successfully implemented the Papyrus platform to leverage electronic communication with customers, partners and within their organization. Using Papyrus the entire process for underwriting and claims processing is conducted electronically without the need for re-keying or manual intervention, utilizing Straight Through Processing (STP) to its full potential. Besides the electronic delivery and archiving there is also the need for printing in high quality and high volume. Papyrus top rated Automated Document Factory covers the complete output management process.

 

 

• Step 1: Request
  Customer requests insurance contract and completes an intelligent webform in Papyrus EYE with their personal information.
• Step 2: Capture
  Details of customer request is captured, digitally signed for compliancy purposes and archived in Papyrus WebArchive for future use.
• Step 3: Extract
  Papyrus intelligent classification, data extraction and verification prevents re-entering of data, avoiding errors.
• Step 4: Open Case
  A new CASE is added to the CRM system containing a reference to the original insurance request.
• Step 5: Straight Through Processing
  Papyrus automatically selects the appropriate Insurance Policy template, formatting the
  extracted information and applying a digital signature and timestamp to fulfill legal and compliancy requirements.
• Step 6: Sign-off
  Depending upon the business process definition defined in Papyrus, the insurance contract can be routed through a sign-off process by the supervisor.
• Step 7: Archiving
  All insurance documents belonging to the case are archived in the Papyrus WebArchive with index and classification attributes complying with the corporate retention policy.
• Step 8: Notification
  Papyrus SMTP server generates an e-mail containing a personalized URL to download the contract. A reminder e-mail or SMS can be sent automatically. Should the customers not respond, a task for the call center can be generated.
• Step 9: Retrieval
  Customer can retrieve insurance contract after authentication through the personalized URL. Papyrus monitors and keeps track of customer activity, marking insurance documents as having been accessed.
• Step 10: Close Case
  Customer acknowledges receiving the contract by returning a signed document containing a barcode, a checkbox on the website or a reply e-mail. CASE will be closed and archived.

Enterprise Output Management

More detailled information: Automated Document Factory (ADF)

 

Multichannel from one source

 

Optimizing print and mail – archiving and customer care

To implement an automated document factory (ADF) that executes end-to-end document process management and tracks and monitors jobs across platforms and output channels can be a difficult task – unless you have Papyrus!

• Potential significant savings in printing equipment and postage
  
• Job management across printers and other output channels whether print/fax/e-mail/archive
  
• Savings achieved by bundling documents into one envelope (PrintPool)
  
• Short-term and long-term archiving with integrated customer care

 

Papyrus Server
Transparently converting AFP and PDF generated output at time of print. Production printing on IPDS, PCL, PS, Xerox Metacode, Kodak IJPDS, PDF, e-mail and fax.

Job and device Management

 

Papyrus Postprocessing/Printpool
For grouping, bundling and sorting of different documents and forms generated at different times. Often used in conjunction with PostCalc for country-specific postal discount calculation.

 

 

• Store all output types
  
• Reprint from archive
  
• Sorting & bundling
  
• Re-order pages, remove pages
  
• Page numbering, ToC
  
• Cover page
  
• Add electronic inserts
  
• Postal optimisation
  
• Mail piece reduction
  
• Envelope merging
  
• Householding
  
• Frequency
  
• Add and Remove OMR & Barcode

 

Archiving and Customer Care

More detailled information: Archiving, eBox, Customer Care

 

Short Term and Long Term Archiving

Multiple WebArchive servers perform the long-term and short-term archiving onto the media of your choice. Storage management attributes for each object ensure that it is automatically archived as soon as it reaches the appropriate state. There are no archive runs or conversions that are necessary and if the process requires proof of originality and authenticity then the archived items can be digitally signed at any point in the process.

 

A WebArchive can consist of any number of servers and can either use its own index or an external DB index. BLOBS can be stored natively on disk where they can then be subsequently stored and retrieved from/to a third party archive, or some external database. Furthermore, a WebArchive is not dependent on any particular hardware.

 

e-document Delivery and Customer Care Web Access

One or more WebPortal servers can be deployed to supply the Papyrus EYE user interface or alternatively each user can work on their own node using a PC. Dynamically created from definitions in the repository and not through the coding of a GUI the WebPortal can automatically create global modifications of the presentation through changes to the meta-data in the repository. Document viewing options are PDF, AFP, GIF, TIF.

 

 

Full integration with Output Management

All documents can be reprinted on any standard laser printer, faxed or e-mailed. ‘Copy’ or ‘duplicate’ information is automatically added by the system at time of print.

 

Authorization, Security and Auditing

• Access rights USER
  
• LDAP Adapter
  
• Audit trail
  
• Document SSL encryption (AFP and PDF)
  
• Digital Signature (PKI Public Key Infrastructure)
  
• Secure HTTPS Adapter

 

Papyrus WebRepository integration

• Manage Versions and Resources (fonts, logos, …)
  
• Make resources available on various platforms
  
• Manage Application Definitions and their versions
  
• Distributed DataBASE (archive nodes)
  
• Multiple point of access (several Portals)

 

WebArchive Features

• View Meta information on the page (stickers)
  
• Full integration with production workflow and case management
  
• Central Archive folders for ALL document types and e-mails
  
• Third party vendor database not required, but supported
  
• Cross platform distributed storage
  
• Long Term Archive with external storage systems (i.e. Tivoli or Centera)
  
• Unlimited storage space provided by distributed archive nodes, overcoming hardware limitations
  
• Unlimited Archive Size:
  
• Unlimited amount of nodes (> 4 Billion!)
  
• Unlimited amount of Objects ( > 4 Billion per node)
  
• Disk space unlimited

Enterprise Application Integration - Adapters and Typemanagers

More detailled Information here.

 

Simple Integration with existing business data and applications:
The Papyrus Platform is fully SOA compliant and offers a variety of Adapters to allow flexible coupling between business data and the document system. These Adapters are platform - and compiler - independent and do not need Java or .net programming.

Business Data Integration - Message-based Integration

Papyrus Adapters

• MQ-Series
  
• Mainframe – JES 2/3, CICS
  
• XML & File - Adapter
  
• SAP Output management (XOM)
  
• HTTPs
  
• Webservices (SOAP)
  
• E-mail (SMTP, POP3, SMS)
  
• FAX
  
• LDAP for Authorization (Active Directory, RACF)
  
• Microsoft Sharepoint
  
• CMIS (oasis)
  
• VOIP (soon)

Papyrus TypeManagers

• DB/2, Oracle, MS-SQL

 

 

Case Studies

 

More case studies:

• Lutheran Brotherhood
• Zurich Group
• AXA Colonial
• SunLife
• ivv
  
• Clarica
  
• FORA