n this increasingly electronic age, one would think that agencies would be able to operate with less paper — not more. In reality, we have as much, if not more, paper to handle, manage, file, and store than ever before. The industry has been talking about storing paper electronically for many years, and despite persistent predictions of the paperless office, agencies continue to be deluged with documents. Controlling this torrent of paper is the primary function of an electronic document management system.

Computers by Design has specialized in providing insurance agencies with network administration tools and support for many years. Realizing the need for agencies to manage paper more efficiently, it has created two products, CBDDoc, an electronic document management program, and CBDScan, for scanning and storing documents. CBDDoc is intended to handle the more demanding needs of larger agents and brokers, and utilizes the Lotus Domino.Doc server technology to support enterprise level requirements. CBDScan provides a method for smaller agencies to scan and store existing paper documents. It also includes "drag and drop" functionality for storing existing electronic documents.

CBDScan features and functions

CBDScan is really a member of a suite of products that can be purchased based on the individual needs of the agency. Modules available include: CBD Document Workflow Services, CBD Document Center, CBD Document Workflow Suite, Detached Indexing, and CBDDocument Workflow Administrator.

Overall, CBDScan is designed to allow any agency to manage their paper and electronic documents — at a reasonable price. It provides an easy way to scan and store documents into an electronically managed format. The program has been designed and programmed completely in-house and takes full advantage of new XML technology, which enables some unique functionality. XML enables the system to provide database functionality without the additional expense of a traditional database program. XML technology also allows the program to separate the document images (the data) and the user interface (what you see) to create a high performance, modular management solution that is less expensive than many other options. This is the only agency document management program we’re aware of that uses XML to manage data files and images.

Detached indexing

A key element of the CBDScan system is detached indexing. This is a new methodology where information that describes a document (i.e., client number, policy number, etc.) can be created at any point in the agency workflow. The primary departure from other scanning systems is the use of "detached image profiles." A detached image profile is a file that is created by CSRs that identifies the document. When the CSRs are finished with the document, the system creates an "Image Profile ID," which is simply a document number. The CSR physically writes the Image Profile ID on the original document. After the document is scanned, the image of the document is associated with the ID index entry by the Image Profile ID number. In a detached imaging workflow, scanned images are paired with image profiles to create indexed documents.

This method is less prone to error because the CSR creates the index entry at the time the work is completed. In advanced scenarios, integration with agency management systems allows for the automatic generation of the image profile based on the existing client data in the management system. This reduces the amount of data entry required on the part of the CSR.

Late scan

There are many ways to capture existing paper documents into the system, enabling agencies the flexibility to choose the workflow process that best fits their work environment. The two most common workflows are late scan and early scan. In both of these workflow environments the paper is scanned in a separate process using a high speed scanner with duplex scanning (both sides of the paper) capability. The system is able to automatically detect blank pages and delete them.

In a late scan environment, incoming paper documents are delivered to the CSR using existing procedures. The CSR completes whatever tasks are required. If the document is to be stored, a Profile ID (described above) is created by the CSR and written on the document. All documents are then gathered together and scanned at a later time.

After the documents are scanned, an individual views the scanned image on a screen, reads the Profile ID, and matches it with a list of existing profile IDs created by the CSR. This process can be completed by a less skilled (and thus less expensive) person. A side benefit is the ability to track and manage the status of documents within the system. Other documents already in an electronic format can then be added to the document database by a simple drag and drop procedure.

Early scan

In an early scan workflow, incoming documents are scanned and routed to each individual user. Users receive a notification on their screen when they receive new documents. When staff opens up their work queues, all of their documents are listed. When the CSR is finished working with the document he/she creates the profile and attaches the document. An individual work queue can be temporarily assigned to another person. For example, when someone is on vacation that person’s work queue can be assigned to someone else. Scanned documents are retrieved by using the client codes contained in your agency management system.

Two types of integration are provided by CBD. Their Integration Partner Toolkit (IPT) allows anyone (agencies or other third-party vendors) to create their own interface to the system. This toolkit is provided at no cost. The second method is CBD Agency Integration, which is used when access to a vendor system is not provided. This is a screen scraping utility that uses task bar controls to get the data necessary to create the Profile ID. Currently, CBDScan has full integration with Sagitta, AMS for Windows, WinTAM, Infinity, and NexSure.

Document retrieval

Documents can be retrieved using a couple of different methods. The primary method is using the agency client code. Within that client code, different folders are created based on individual agency needs. Naming conventions for individual documents should be enforced when the Profile ID is created so that it is easy to determine the right document to view. You can also search for specific index information that is a part of the document file.

Additional security is provided at the user level so sensitive documents can be included in the system and limited only to those authorized to view them.

System architecture

The product leverages Microsoft’s .NET technology and XML data files. Data in the system, including the scanned images, are stored in a database format. When it is necessary to move this binary data, it is converted into an XML file. This allows each individual file to contain not only the image but all other information about that document as well. Each file becomes "smart." This unique structure makes the implementation of services such as remote sites and disconnected users possible. This is the only system we are aware of that allows the binary image and the indexing information to exist in an independent XML file.

This architecture allows agencies to leverage the Internet. For example, because documents reside on a Web server in the agency, managers can log into the system from anywhere and view management reports on activities in real-time. This Web architecture also allows CBD to develop add-on modules such as:

CBD Document center — Allows an agency to create a secure Web-based document sharing and collaboration center. With proper access, documents can be viewed, printed, or downloaded by employees or anyone else (e.g. underwriters or clients) to whom you have given access. Many agencies are using this as a new business submission system.

CBD Offsite work queue — One of the big problems agencies face in developing a document management system is handling remote workers, remote offices, or anyone else who needs access to agency documents. The CBD offsite work queue allows a person to process any documents remotely without being connected to the system. Because the documents are "smart," they can be uploaded to the home office server overnight and automatically included in the master document storage without any additional work. This also means a producer could load a copy of necessary documents onto his/her laptop to take to a client without affecting the main database.

CBDScan was built on the philosophy that one system does not fit all needs. CBDScan allow agencies to design a system that meets their unique requirements. The modular approach of the product, the use of Web architecture, and the support of XML makes CBDScan worthy of your consideration.

For more information, contact: Computers by Design, Inc. at www.cbdi.com or 888.642.2234