Background
This regulated insurance agency, identified that there were paper documents that were difficult to find, track and manage. They identified that they needed to move to digital records and remove paper.
As part of a process improvement initiative, they implemented a records management system and engaged Fujifilm DMS to digitise claim and supporting documents and invoices, reports, forms and general correspondence. The initiative aimed to centralise document capture, improve service delivery and operational efficiency and strengthen management oversight.
Analysis & solution design
Fujifilm DMS worked with the organisation to design and implement a comprehensive document digitisation and processing solution, which included:
- Digitisation of paper documents, emails and attachments, as well as bulk uploads, across a variety of file types, formats and sizes
- Receiving and using reference data files from the organisation to support capture validation, decision-making and automation
- Automated recognition and classification of over 200 document types into more than 30 distinct categories
- Automated capture of document metadata, including key straight-through processing fields such as claim number, provider number, invoice number, line items and more
- Use of intelligent tools to assess confidence levels in data capture, with human verification and quality control applied where needed
- Exception management processes to identify documents that fail straight-through processing, ensuring they’re flagged for review
- Generation of image files compliant with the state’s Public Record Office long-term preservation requirements
- Delivery of digitised, searchable PDF files and corresponding XML metadata for system ingestion
- Comprehensive reconciliation reporting
- Built-in continuous improvement, allowing agile updates to business rules as needed
Results & outcomes
Following initial deployment, Fujifilm DMS worked closely with the organisation to monitor results, address issues and refine performance. Since implementation:
- Annual document processing volumes have increased by nearly 40%, with millions of documents processed every year
- Achieved over 99% on-time delivery against service levels
- Delivered over 95% data capture accuracy (higher for critical fields)
- Enabled automated accounts entry with high straight-through processing rates
- Introduced a priority queue to support mandatory client response requirements
- Reduced reliance on paper from 90% to 10%
- Established a trusted, collaborative client-vendor relationship
- Continues to support operational efficiency, information accessibility and improved oversight of claims and records management
This ongoing program continues to support operational efficiency, information accessibility and improved oversight across the organisation’s claims and records management processes.
