Higher Team Performance with RSD Folders

 

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The Customer

La Caisse de Compensation du Canton du Valais (CCC VS) is an autonomous Swiss government agency responsible for the delivery of social security services, such as pension and disability benefits, at the federal and canton levels.

CCC VS provides retirement and pension services for the elderly and survivors (AVS), disability insurance (AI), various additional benefits to AVS/AI (PC AVS/AI), and benefits for families in the farming and agricultural trades.  With more than 60 years experience, 42,000 members, 45,000 beneficiaries, and more than a billion Swiss Francs in benefits paid per year, CCC VS is as significant a player in the social insurance space as it is on the economy overall in the canton of Valais.

Higher performance workplace and improved processes

The increase in membership over the past 10 years has translated into significant growth in the volume of data to manage.  This has driven workforce expansion of more than 40% as well as an increase in physical work space.  For these reasons, CCC VS decided to provision an electronic document management solution which addressed two high priority goals:

• Improve the quality of the workplace by freeing up space monopolized by files and paper documents, replacing them with “bona fide original” electronic versions.
• Rationalize work methods and processes to improve the productivity of claims administrators and the performance of the organization overall.

In parallel, to reduce resistance to the introduction of a paperless work environment, aspects of file management and tracking were quickly identified as critical elements to perfect.  The Benefits Service, at the center of this project, immediately articulated the principal requirements which the solution had to address:

• Reduce the risks of lost documents, or of misfiling
• Guarantee simple and rapid access to member files
• Visualize documents, whatever the original workstation platform or format
• Organize and manage the collection of tasks assigned to different claims administrators

Centralized access with high availability

The concept of the insured individual’s file is critical to CCC VS’s operation, because it is the key to the determination of benefits.  For this reason, it must be possible for different users to handle a single member’s file whether the claim relates to AVS, AI, or PC AVS/AI benefits. In addition, access to the file must be simple and immediate, whatever the situation: to answer an inquiry through the call center, to consult an element necessary to the calculation of a benefit, to supplement or update a file, etc.  This is why speed of access to information was one of the driving forces behind CCC VS’ choice of an RSD solution.

RSD Folders is one of the only management and archiving solutions with the robustness, flexibility and functionality to address all of CCC VS’ project requirements. As Mr. Loretan, head of IT, explains, “The speed of access to information – whatever the volume – flexibility, and usability were the elements which determined our choice”. The other differentiating criteria included: secure access, and flexible, powerful, high performance filing and indexing capabilities.

Tracking and process optimization

During the definition of the project’s business requirements, it became clear that the solution had to ensure transactional integrity of pending tasks and of files in the course of processing.

To achieve this, it was necessary to redefine how postal mail was handled in the organization. Upstream, scanning services were put in place for “incoming” mail. This required the creation of capture processes including the indexation of documents according to very precise business criteria for all of the agency’s services. As a result, documents are classified into the appropriate files, and tasks are assigned to the appropriate claims administrators’ inboxes – automatically.

The claims administrators can thus easily handle these requests and manage them via these inboxes. Moreover, they can trace all executed transactions, and have visibility to the ongoing processing of the files. Lastly, alerts can be initialized automatically or by the service managers to restart a claims process, a task, or temporarily suspend a process until supporting documents are received.

Custom interfaces, in service of the business

In this specific context, the need for personalization was very strong. The task management module and the command set (Java API) of RSD Folders made it possible to develop customized workspaces. The user interface to various work functions thus became a single portal through which users could control all work activity.  According to the task at hand, users can access, for example, member files and documents, internal accounts, the benefits payment forms managed by the accounting system, Agency business applications, or to the customer correspondence system.

This solution offers a complete and instantaneous view of the customer relationship, because it enables the user to view historical data, and also to automatically update in-process claims with new documents or other information.

In sum: comfort, responsiveness, and improved productivity

The deployment of a document archive and retrieval system, including business process management functions, has transformed considerably the mode of work for users at CCC VS.  The ease of use of the solution, and the flexibility of implementation have enabled CCC VS to offer a tool in complete alignment with business needs – gaining the enthusiastic approval from both the claims administrators and the IT staff.  As Mr. Loretan confirms, “It was easy to respond to users’ needs because the RSD Folders APIs are fast, flexible, and simple to integrate.

The primary benefits of the RSD Folders solution are:

• Improved working conditions
• Improved productivity
• Optimization of internal resource utilization
• New business processes and work methods

With a more agreeable workplace, standardized processes and improved business practices, CCC VS has achieved a triple win: improved productivity among employees, growth in capacity to offset the increase in transaction volume, and higher quality customer service for its members.

 

For more information, contact us at info@rsd.com

 

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