IBM Insurance Outsourcing Services (IIOS) is a third-party administrator for many insurance companies that provides a full range of services, including front and back office support and risk management. Because of the sensitive nature of insurance documents and privacy issues, regulations require that all printed materials mailed to clients be strictly accounted for, from creation to delivery. IIOS’ print/mail processes included many manual, time-consuming steps susceptible to human error—an unacceptable situation in this highly regulated industry.
IIOS chose RICOH (Booth 1931)ProcessDirector with ADF Mailroom Integrity Feature, and Ironsides Technology’s APT system to automate its print and mail operations. The solution allows IIOS to validate that every piece of mail moving through the system is properly printed, addressed, inserted into an envelope, and mailed on schedule to the correct recipient with the most up to date contact information or rejected for further IIOS review.
The automated system has built-in checkpoints that begin upon receipt of a job containing multiple documents through the point at which all documents are successfully mailed. When a job is brought into the system, it is immediately recorded and tracked as a production job using a unique barcode for each mailpiece, a tracking file and the Ironsides camera installed on the output side of the inserter.
By managing IIOS’ print files and controlling its printers, RICOH ProcessDirector ensures that no job can ever be printed twice, missed entirely, nor can any mishap happen without being corrected. Detailed reports verify how many pieces ran successfully on the first pass, and how many were reported as being re-sent through the insertion equipment or manually scanned.
Results—an award-winning implementation
In addition to satisfying IIOS’ requirement for total integrity of its entire print/mail operations, Ricoh’s flexible solution can be leveraged by adding modules in the future to drive increased productivity and service level agreement monitoring.
Most recently, the implementation was recognized by an IBM Distinguished Project of the Year Award due to its cost-effectiveness and ability to meet and maintain compliance with high integrity in a dynamic environment.
Highlights of the innovative solution include:
• Co-mingling jobs with similar characteristics minimizes the number of jobs that need to be inserted by hand.
• Normalizing and transforming data streams to meet Advanced Function Presentation (AFP) standards eliminates the need for operators to reload processes.
• Flexibility: As the U.S. Postal Service (USPS) moves from the PostNet barcode to Intelligent Mail Delivery barcodes, the RICOH ProcessDirector software simply puts a new barcode underneath the address.
Along with productivity improvements and an automated, secure repeatable process, the client is now protected against noncompliance claims and fines and can validate when and where the document was produced, mailed and to whom.
Money saving options
Furthermore, IIOS is now positioned to take advantage of other money-saving capabilities, such as RICOH Postal Optimization solution, where addresses are processed through CASS (Coding Accuracy Support System) using standard nomenclature, and PAVE (Presort Accuracy Validation and Evaluation), which places mail in different USPS discount categories.
“Our mission at IIOS is to ensure all of our clients are able to comply with the strict regulations of the insurance industry while also producing the critical communications their customers expect with the highest speed and accuracy,” says Kimberly Organ, IBM Global Delivery Project Executive.
“With the solutions we’ve integrated from Ricoh, we have been able to meet all of the industry’s requirements with the added bonus of saving money for both IIOS and our clients. We couldn’t be more pleased with the results of our award-winning collaboration, and our satisfied clients are the reason why,” she concludes.