Technology Category
- Application Infrastructure & Middleware - Database Management & Storage
- Infrastructure as a Service (IaaS) - Cloud Computing
Applicable Industries
- Finance & Insurance
- Paper & Pulp
Use Cases
- Fraud Detection
- Security Claims Evaluation
About The Customer
The Insurance Fraud Bureau of Massachusetts (IFB) is an investigative agency that operates on behalf of its insurance company clients. The bureau investigates approximately 4,000 potential fraud cases annually, managing a vast number of documents related to these investigations. The bureau was previously using a paper-intensive process for handling these cases, which was time-consuming, inefficient, and posed a risk of lost documents. The bureau's decision to extend the document retention period from one year to three years further exacerbated the challenge, as it did not have sufficient storage space for the additional paperwork.
The Challenge
The Insurance Fraud Bureau of Massachusetts (IFB) was grappling with a paper-intensive process for handling insurance fraud cases. The bureau investigates approximately 4,000 potential fraud cases annually, managing numerous documents related to these investigations. Eighty percent of these documents were paper-based, and 20 percent were electronic. The process involved bundling up paper documents and printing out electronic documents related to a case, resulting in boxes of documents. These boxes would not reach the assigned investigator until someone visited the regional office where the investigator worked, causing delays of up to a week. The manual, paper-based review process also posed a risk of lost documents and wasted time spent tracking down documents. The limited visibility of relevant documents for others on the investigation team also delayed processing. Furthermore, the bureau's decision to keep documents for three years instead of one year created additional storage challenges.
The Solution
The bureau implemented an electronic process solution utilizing SharePoint 2013, KnowledgeLake Imaging for SharePoint, KnowledgeLake Capture, KnowledgeLake Connect, and Nintex Workflow 2013. The bureau now scans in paper documents related to cases so they're electronic, using KnowledgeLake Imaging for SharePoint and KnowledgeLake Capture. KnowledgeLake Imaging attaches metadata to documents during scanning for document search and retrieval, while KnowledgeLake Capture aids the actual scanning process with the bureau's multi-function machines. KnowledgeLake Connect allows employees to upload digital information, and Nintex Workflow 2013 provides a variety of review and approval options. Nintex workflows route the documents to the assigned investigator and notify team members when they can access them. The workflows also trigger actions and assign relevant tasks associated with the documents. With Nintex, all documents are put into a central online document library, tagged to the correct case, and routed accordingly.
Operational Impact
Quantitative Benefit
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