Metrics for RIM Operations (Use Case Baloise) 09th november 2012

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1 Metrics for RIM Operations (Use Case Baloise) 9th november 212 Wir Making machen you safer. Sie sicherer.

2 Agenda Intro Baloise in brief SLA Management Reporting (Service Level Agreement) Trailer "wir.dmc" KPI Monitoring 9th november 212 2

3 Baloise in brief About 9,1 employees Attractive, modern employer Represents solidity since 1863 Public company listed on SIX Swiss Exchange, Main Market Segment Baloise Safety World an insurer offering smart prevention solutions Focus on Continental Europe Insurance and pension solutions and banking services 9th november 212 3

4 Strong in Switzerland focused in continental Europe Switzerland Basel Basler Versicherungen Solothurn Baloise Bank SoBa Antwerpen 1'91 (13,4%) Brüssel Luxemburg 599 (7,4%) Basel Solothurn 4 11 (5,3%) Hamburg (21,8%) Bad Homburg Liechtenstein 343 (4,2%) Wien 154 (1,9%) Zagreb Belgrad 79 7 (,8%) (,9%) Germany Belgium Luxembourg Austria Croatia Bad Homburg Basler Versicherungen Hamburg Deutscher Ring Leben / Sach Antwerp Mercator Verzekeringen Luxembourg Bâloise Assurances Vienna Basler Versicherungen Zagreb Basler osiguranje Zagreb Serbia Belgrade Basler Osiguranja in CHF million total business volume 8,145 thereof CHF 12 millions (.1%) in other countries Liechtenstein Balzers Baloise Life 9th november 212 4

5 SLA Management Reporting (Service Level Agreement) 9th november 212 5

6 Trailer "wir.dmc" 9th november 212 6

7 Summary Speedometer Daily processing of the incoming documents (in 95% of all workdays in the year 212) 2% 3% 4% 5% 6%7% 8% Comment: Correct handling actual week 1% % 95% Woche Jahr Adherent with the Servicelevel SLA (in 95% of all workdays in the year 212) 1% % 2% 4% 5% 6% 3% 7% 8% 95% Comment: The DMC was available Woche Woche Jahr Jahr Ensure that the defined SLA (Service time - Monday to Friday from ) in DMC on all working days (average 24 working days p.a.) should be maintained. Tolerance is a adherence to min. 95%. I.e. at max. 12 working days is tolerated non-compliance. 9th november 212 7

8 Summary Speedometer Migration performance (adherence to 95% of all workdays in the year 212) 1% % 2% 4% 5% 6% 3% 7% Woche Woche Jahr Jahr 8% 95% Comment: Processed documents: Claims records, etc. Pension fund, Medical, etc. Micro fiches on demand Employeefiles Human Ressources Digitalization of CD's/Archiving Mistakenly opening of incoming letters, e.g. private, c/o, management board, etc. (adherence to min. 98% of all workdays in the year 212) 2% 4% 5% 6% 3% 7% 8% Comment: Correct handling actual week 1% % 95% Woche Woche Jahr Jahr Ensure that the defined principles concerning letter opening on all working days (average 24 working days p.a.) should be maintained. Tolerance is a adherence to min. 98%. I.e. at max. 5 working days is tolerated non-compliance. 9th november 212 8

9 DMC Research-Logfile Recherche Datum Grund Details Aktion Ergebnis Lesson learned: gefunden Der Fachbereich sucht 7 Offerten à 4-5 Seiten 22 KW42/212 welche "Persönlich" an Herrn xyz adressiert waren. Die Dokumente wurden am per CH-Post nach Basel geschickt. Suche der Offerten in den OCR Daten. Mittels Suche in den OCR-Daten im Zeitraum konnten wir keine Dokumente finden, sprich die Offerten wurden nie Fremdverschulden gescannt. Der Fachbereich hat sich die Offerten aber anscheinend vom AD nochmals per Mail schicken lassen. nicht gefunden X X Fremdverschulden Eigenverschulden nicht reproduzierbar Comment: One research in this week 9th november 212 9

10 DMC Process Preparation KPI Process Preparation of the incoming documents (badges) KW34 KW35 KW36 KW37 KW38 KW39 KW4 KW41 KW AVOR Stapel Anzahl Stapel Stapel fehlerhaft AVOR Stapel 25.% Fehleranteil % 2.% 15.% 1.% 5.%.% KW34 KW35 KW36 KW37 KW38 KW39 KW4 KW41 KW42 9th november 212 1

11 385 DMC Scanning KPI Scanning incoming and barcode documents Scanning KW34 KW35 KW36 KW37 KW38 KW39 KW4 KW41 KW42 Eingangspost Sendungen / ADOS Barcode Scanning ø MAK / Woche 9th november

12 34 DMC Capturing KPI Capturing / recognition (OCR) Indexierung KW34 KW35 KW36 KW37 KW38 KW39 KW4 KW41 KW42 Anzahl Dokumente Indexierung Verifier Indexierung Supervisor Automatisierung Betrieb Automatisierung Schaden ø MAK / Woche 8% 6% 4% 2% % 31% 69% Dok. Nachb. im Verifier Total Automatisierungsgrad / Verifier 8% 6% 4% 2% % 7.7% 92.3% Dok. Nachb. im Supervisor Automatisierungsgrad Supervisor 8% 6% 4% 2% % 69% 8% 6% 4% 2% % 69% th november

13 DMC Support KPI Recourse / demand for original documents KW34 KW35 KW36 KW37 KW38 KW39 KW4 KW41 KW42 Originalanforderungen Stellvertreterbestellungen KW34 KW35 KW36 KW37 KW38 KW39 KW4 KW41 KW KW34 KW35 KW36 KW37 KW38 KW39 KW4 KW41 KW42 Mailbestellungen KW34 KW35 KW36 KW37 KW38 KW39 KW4 KW41 KW42 Migrationen ø MAK / Woche 9th november

14 DMC Support KPI Handling undelivered/returned letters Dez. Recherche (ausserhalb DMC) Verstorben Erloschen Erfolglos Erfolgreich Prozentual Stückzahl Total Anzahl erfolgreich Anzahl erfolglos Erloschen Verstorben Stückzahl / Branche Total 1 7 2/ /52/53/54/55 7 8/85 5 / Immo / HR / EL 9th november

15 Discussion / Q&A? 9th november

16 Patrick Jermann Member of the Management Team DMC-Systems / Processes patrick.jermann@baloise.ch mobile: Thank you for your attention! Making you safer.