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CamundaCon 2018: Our Journey to the Digital World of Insurance (Talanx)

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CamundaCon 2018: Our Journey to the Digital World of Insurance (Talanx)

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Presented by Uwe Koch

Talanx is Germany's third largest insurance group that is active in more than 150 countries. From the beginning of introducing a service oriented architecture in heterogeneous it-systems to the first step into a microservice world you will get an impression of our digital efforts to automate processes. You will learn why we think that BPMN/DMN is a key feature of the business IT alignment as well as how Talanx uses the Camunda engine in different scenarios.

Presented by Uwe Koch

Talanx is Germany's third largest insurance group that is active in more than 150 countries. From the beginning of introducing a service oriented architecture in heterogeneous it-systems to the first step into a microservice world you will get an impression of our digital efforts to automate processes. You will learn why we think that BPMN/DMN is a key feature of the business IT alignment as well as how Talanx uses the Camunda engine in different scenarios.

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CamundaCon 2018: Our Journey to the Digital World of Insurance (Talanx)

  1. 1. Our Journey to the Digital World of Insurance Uwe Koch, Enterprise-Architektur und Security Talanx Systeme AG, CamundaCon Berlin, September 20th 2018
  2. 2. Our Journey to the Digital World of Insurance The Talanx Group With premium income of EUR 33.1 billion (2017) and about 22,000 employees, Talanx is one of the major European insurance groups. Industrial insurance: One of the major providers of commercial lines in Germany, excellent position in major European markets Life insurance: Belongs to the largest life insurers in Germany One of the leading bancassurance providers in Germany Reinsurance: Global player with Hannover Re as one of the leading reinsurers in the world Investments: EUR 118.7 billion* Financial strength ratings: Standard & Poor’s: A+/stable (strong)** A.M. Best: A/stable (excellent)*** * as at 31.12.2017 ** Talanx Primary Insurance Group *** Talanx AG and its major operating subsidiaries
  3. 3. Our Journey to the Digital World of Insurance Talanx Group: Five business areas Industrial Lines Retail International Financial Services ReinsuranceRetail Germany
  4. 4. Our Journey to the Digital World of Insurance Our ranking in Germany: Unchanged on rank 3 1 prior-year‘s figures Source: Own presentation based on annual reports As at: 25.05.2018 Rank Company/Group Gross premiums (EUR billion) 2017 2016 2017 2016 1 1 Allianz 119.5 116.2 2 2 Munich Re 49.1 48.9 3 3 Talanx-Konzern 33.1 31.1 4 4 R+V 15.3 14.8 5 5 Debeka1 9.8 9.8 6 6 VKB Versicherungskammer Bayern 8.1 7.8 7 7 HUK 7.4 6.9 8 8 Signal Iduna1 5.6 5.6 9 9 Gothaer 4.4 4.4 10 10 W&W 3.9 4.0
  5. 5. 2017 among the 7 largest insurance providers in Europe Our Journey to the Digital World of Insurance Rank Gross premiums (EUR billion) 2017 2016 1 1 Allianz 2 2 Axa 3 3 Generali 4 5 Prudential1 5 4 Munich Re 6 6 Zurich 7 10 8 8 CNP 9 9 Aviva 10 7 Swiss Re 50.3 119.5 92.1 68.5 49.1 41.3 33.1 32.5 31.6 3.,5 1 gross earn premiums Source: annual reports, as at 25.05.2018
  6. 6. Our Journey to the Digital World of Insurance Focus of digitalization is on improving the grade of automated processing Phone Inputmanagement (Mail, Facsimile,Email) Webservices (intern & extern) & portals Protocol/ Archive Result- communication Manual processing Automated processing Work list Initialization Work list Work processing Finalization @ Batch www
  7. 7. Phone Inputmanagement (Mail, Facsimile,Email) Webservices (intern & extern) & portals Initialization @ www Our Journey to the Digital World of Insurance The quality of the input data is the base for a successful process automation manual processable work automatic processable work M M M Work list Input data quality and quantity input channels differ in data quality and quantity (e.g. unidirectional communication) Improvements: plausibility checks / scanning, indexing and validation (input management) A A A M = manual part A = automated part Low specificated tasks High specificated tasks
  8. 8. Our Journey to the Digital World of Insurance Manual processing via UI vs. Automated processing via service API Protocol/ Archive (Result-) Communication Batch Business applications Services Clerk Processes Work processing Finalization Synchronisation Always sync state of automated process in a work list item, viewable by the clerk. Phone Inputmanagement (Mail, Facsimile,Email) Webservices (intern & extern) & portals Initialization @ www manual processable work automatic processable work M M M Work list A A A
  9. 9. Our Journey to the Digital World of Insurance Manual processing via UI vs. Automated processing via service API Protocol/ Archive (Result-) Communication Batch Business applications Services Clerk Processes Work processing Finalization Phone Inputmanagement (Mail, Facsimile,Email) Webservices (intern & extern) & portals Initialization @ www manual processable work automatic processable work M M M Work list A A A Focus
  10. 10. Process Engine Orchestrate service calls to build a real business workflow Started with ApplyInsurance, CancelInsurance, RefurbishInsurance ESB – Enterprise Service Bus Central infrastructure to use and deliver services Transparency of service host system Transactionality (garantee of service execution) – retry mechanism Monitoring, reporting Our Journey to the Digital World of Insurance Batch „Integration happens exactly when nationality doesn‘t play any role“ Marina Zuber Integration data models and services group wide Objects (Partner, Policy, Mandate, …) and Services (PartnerSearch/-Modify, MandateProcessing…) Start: UML Modelling (today: DSL, text based)
  11. 11. Milestones of process automation 1/2 Integration architecture with process automation Data & service modelling SOA , ESB, BPEL notation12012 Our Journey to the Digital World of Insurance • ApplyInsuranceProcess • CancelInsuranceProcess • Long running RefurbishInsuranceProcess ( 2 part idea) Retail Germany
  12. 12. Milestones of process automation 1/2 Data & service modelling SOA , ESB, BPEL notation Our Journey to the Digital World of Insurance Process automation is reliable and useful Integration architecture with process automation12012 • ApplyInsuranceProcess • CancelInsuranceProcess • Long running RefurbishInsuranceProcess ( 2 part idea) Retail Germany
  13. 13. Milestones of process automation 1/2 Data & service modelling SOA , ESB, BPEL notation Our Journey to the Digital World of Insurance Process automation is reliable and useful Monitoring / reporting in the works Integration architecture with process automation12012 • ApplyInsuranceProcess • CancelInsuranceProcess • Long running RefurbishInsuranceProcess ( 2 part idea) Retail Germany
  14. 14. Milestones of process automation 1/2 Data & service modelling SOA , ESB, BPEL notation Our Journey to the Digital World of Insurance Process automation is reliable and useful Monitoring / reporting in the works Need for automation increases heavily Integration architecture with process automation12012 • ApplyInsuranceProcess • CancelInsuranceProcess • Long running RefurbishInsuranceProcess ( 2 part idea) Retail Germany
  15. 15. Milestones of process automation 1/2 Data & service modelling SOA , ESB, BPEL notation Our Journey to the Digital World of Insurance Process automation is reliable and useful Monitoring / reporting in the works Need for automation increases heavily Automation costs, scaling, skill Integration architecture with process automation12012 • ApplyInsuranceProcess • CancelInsuranceProcess • Long running RefurbishInsuranceProcess ( 2 part idea) Retail Germany
  16. 16. Milestones of process automation 1/2 PoC Camunda (inkl. port ApplyInsurance- Process) Blackbox migration BPMN, Java, Websphere,ESB22014 Our Journey to the Digital World of Insurance Check integration capacity ESB pattern (sync, async, async-callback) Java development process, deployment Websphere, Oracle operation BPMN modelling Cockpit plugin: monitoring (release upgrade of process engine, check the support ) 1:1 port ApplyInsuranceProcess (test stage) Data & service modelling SOA , ESB, BPEL notation Integration architecture with process automation12012
  17. 17. Milestones of process automation 1/2 PoC Camunda (inkl. port ApplyInsurance- Process) Blackbox migration BPMN, Java, Websphere,ESB22014 Our Journey to the Digital World of Insurance Check integration capacity ESB pattern (sync, async, async-callback) Java development process, deployment Websphere, Oracle operation BPMN modelling Cockpit plugin: monitoring (release upgrade of process engine, check the support ) 1:1 port ApplyInsuranceProcess (test stage) Data & service modelling SOA , ESB, BPEL notation Integration architecture with process automation12012
  18. 18. Milestones of process automation 1/2 Architecture approval Camunda Maintenance costs + ROI migration efforts32015 Our Journey to the Digital World of Insurance PoC Camunda (inkl. port ApplyInsurance- Process) Blackbox migration BPMN, Java, Websphere,ESB22014 Data & service modelling SOA , ESB, BPEL notation Integration architecture with process automation12012
  19. 19. Milestones of process automation 1/2 Architecture approval Camunda Maintenance costs + ROI migration efforts32015 Our Journey to the Digital World of Insurance PoC Camunda (inkl. port ApplyInsurance- Process) Blackbox migration BPMN, Java, Websphere,ESB22014 Data & service modelling SOA , ESB, BPEL notation Integration architecture with process automation12012 Digital car insurance ApplyInsuranceProcess42016 Retail Germany
  20. 20. „Originally we just looked out to automate our processes…“ Foto: petraraab.blogspot.com Culture Organisation Methods Technology Architecture Businessmodel Process- automation Our Journey to the Digital World of Insurance
  21. 21. Agile procedure models (extract) Kanban as base for agile project management „If you want another result – change your approach“ Extreme Programming (XP) Scrum Kanban Agile Unified Process … Kanban recommends that something must be done, but doesn‘t regulate how it is done. 21 Our Journey to the Digital World of Insurance
  22. 22. Division IT Project 1 Project 2 Task … Production/ Projects Solution space: Process workshop Implementation Output Automated process A Semi-automated process B Monitoringandsupervisingofprocesscosts 1.Receiving task/ process 3. Feedback / confirmation of methods an prototype 2. Process modelling, testing methods, specifications and solution patterns 4. Assigning implementation Process workshop: Iterative und interdisciplinary optimization of processes A collaborative approach with „garage“ character „Process workshop“ seen as a process Interdisciplinary core team consisting of business analysts, process manager, process implementers, experts from involved subject areas 22 Our Journey to the Digital World of Insurance
  23. 23. From process to solution Gradually increasing the degree of maturity in design Creative approaches for finding solution patterns and achieving an optimized process flow 1 High-level precision in finalizing process design and implementation E2E view 2 Our Journey to the Digital World of Insurance Process workshop
  24. 24. „A model becomes alive…“ Our Journey to the Digital World of Insurance Technical business model Focusses on automation (Camunda) 3 Process- and service implementation Java, technical refinements of the model, continuous feedback for the business 4 Process workshop & IT
  25. 25. BPMN (Business Process Model and Notation) models capture Talanx Our Journey to the Digital World of Insurance
  26. 26. BPMN (Business Process Model and Notation) „Language is the dress of thought.‘‘ Functional process Modeling in the process workshop Business analysts Represent the funcional process in BPMN From continuous text to models Process implementation team Common tooling Implementation starts on base of the functional model No interpretation of the model by the developer Common processable language BPMN Understandable processes for both sides Process monitoring via console Errors can be analyzed and fixed together Business – IT alignment – next generation Technical process Our Journey to the Digital World of Insurance Samuel Johnson
  27. 27. DMN (Decision Model and Notation) Advantages similar to BPMN Our Journey to the Digital World of Insurance RulesBusiness defines rules Simple look of rules Responsible for rules From continuous text to tables Process implementation team No media disruption 1:1 use of table rules as base of the implementation No misunderstanding / interpretation of rules by the development team Business – IT Alignment – Next Generation Processable rules understandable for all Analogy by BPMN for processes Monitoring of rules in cockpit view
  28. 28. Example ApplyInsuranceProcess (car) – a complete digital product Our Journey to the Digital World of Insurance Input channels HDI.de Check24 (comparison portal) Agents portal NaFi
  29. 29. New business models opened up new markets Functionalities from the beginning (2016) TÜV certified registration process with postal PIN transmission Login and logout process Display and administration of personal data Contract overview (automobile online products) Display of contract details Digital access to correspondences Downloading documents View and change address/ bank data Make contact in case of claims Start a correspondence Broad Q&A concept (in order to reduce further inquiries) Responsive webdesign Bank data validation Change payment method Extended automatic reminder and tracking Update user and contact data Change automobile tariff criteria Our Journey to the Digital World of Insurance
  30. 30. Keep it simple ? In any case from customers view! Enhancement New Roles & Resps. Policy mgmt SAP(car) Firewall Quotation System Partner Calculation Access Protection Archive API Gateway Intranet DMZ ESB Work List Portal Firewall hdi.de Portal Internet hdi.de Check24.de Our Journey to the Digital World of Insurance 724365 Basic Infrastructure Established Systems Processes (Camunda)
  31. 31. Hollywood movie: Marilyn Monroe, Tony Curtis, Jack Lemmon Our Journey to the Digital World of Insurance „Some like it hot“ - Camunda heatmap
  32. 32. „I did it my way“ – plugin Camunda Cockpit CSV Export Our Journey to the Digital World of Insurance Song: Frank Sinatra
  33. 33. Autumn‘s attempt in process automation was quite successful Implementation of BPMN-based processes in renewed system landscape Already during the design phase high transparency ist given for all parties involved Defects and optimisation possibilities in productive operation can be identified through all involved service provider: Simultaneous a significant increase in automatic processing and processing volume is made within a few weeks Already in the third month after GoLive the automatic processing rate of most selling distributor was 97%. 0 10 20 30 40 50 60 70 80 90 100 42 48 525040 4644 PartsRate Our Journey to the Digital World of Insurance
  34. 34. E2E Monitoring is more than monitoring the automated part Enhancement New Roles & Resps. Policy mgmt SAP(car) Firewall Quotation System Partner Calculation Access Protection Archive API Gateway Intranet DMZ ESB Work List Portal Firewall hdi.de Portal Internet hdi.de Check24.de Our Journey to the Digital World of Insurance 724365 Basic Infrastructure Established Systems Processes (Camunda)
  35. 35. Our Journey to the Digital World of Insurance E2E View – When it comes to events… UseCase E2E Reporting – business view Portal … Policy mgmt Archive Process Start process
  36. 36. Our Journey to the Digital World of Insurance E2E View – Process events UseCase E2E Reporting – business view Portal … Policy mgmt Archive Process Event DB Event Service Create eventStart process
  37. 37. Our Journey to the Digital World of Insurance E2E View – Process events UseCase E2E Reporting – business view Portal … Policy mgmt Archive Process Event DB Event Service Start process E2E presentation in the data warehouse Process id for correlation Central event service – for all events Enrichment of data at DWH level Dashboards DWH Create event Reporting Export events
  38. 38. Our Journey to the Digital World of Insurance E2E View – Process events UseCase feedback Portal … Event DB Event Service Start process Create event Send event Feedback Feedback for caller Asynchronous start of the process without direct response Status necessary (work progress, document/policy generation) Proactive response Policy mgmt Archive Process
  39. 39. Our Journey to the Digital World of Insurance Process events UseCase occasional process start Portal … Event DB Event Service Start process Create event Process start Policy mgmt Archive Process Start process Leads, campaigns because of occurance of events e.g. claim reported => after claim handling start additional offer / better conditions Change of address => Start ModificatePolicyProcess (e.g. homeowners insurance) Send event Process
  40. 40. Our Journey to the Digital World of Insurance Process events UseCase effects on long running processes Portal Process (longrunning) Start process Request mileage (only active contracts) No answer after 14 days ask again Policy holder
  41. 41. Our Journey to the Digital World of Insurance Process events UseCase effects on long running processes Portal Process (longrunning) Start process Request mileage (only active contracts) No answer after 14 days ask again Policy holder In the meantime… Policy holder Cancel contract Clerk
  42. 42. Our Journey to the Digital World of Insurance Process events UseCase effects on long running processes Portal Process (longrunning) Start process Request mileage (only active contracts) No answer after 14 days ask again Policy holder In the meantime… Policy holder Clerk Policy mgmt Event DB Event Service Create event contract cancelled Cancel contract
  43. 43. Our Journey to the Digital World of Insurance Process events UseCase effects on long running processes Portal Process (longrunning) Start process Request mileage (only active contracts) No answer after 14 days ask again Policy holder In the meantime… Policy holder Clerk Policy mgmt Event DB Event Service Create event contract cancelled Cancel contract Send event
  44. 44. Send event Our Journey to the Digital World of Insurance Process events UseCase effects on long running processes Portal Process (longrunning) Start process Request mileage (only active contracts) No answer after 14 days ask again Policy holder In the meantime… Policy holder Clerk Policy mgmt Event DB Event Service Create event contract cancelled Cancel contract
  45. 45. Our Journey to the Digital World of Insurance Process events UseCase effects on long running processes Portal Process (longrunning) Start process Request mileage (only active contracts) No answer after 14 days ask again Policy holder Policy holder Clerk Policy mgmt Event DB Event Service Create event contract cancelled Cancel contract Send event Reaction of long running processes to relevant modifications Adhoc reaction to change of basic conditions (ensure actual reporting) Generally already implemented for manual cancellation
  46. 46. Our Journey to the Digital World of Insurance Important when dealing with events… Event audience … Are there only public events? How can I be sure that not everybody gets this kind of event ? Because the category for this event is secret? ...and event origins. How can I be sure, that this event is true and not published by someone unauthorized? Trust in event origins. Or: Is this event an interpretation or an assumption?
  47. 47. Milestones of process automation 2/2 Process events Build process event system Encrease # processes retail52017 Our Journey to the Digital World of Insurance Retail Germany
  48. 48. Milestones of process automation 2/2 Process events Portal industry car fleets Build process event system Encrease # processes retail Start process development industry: ModifyReferenceData 5 6 2017 2017 Our Journey to the Digital World of Insurance Industrial Lines
  49. 49. Milestones of process automation 2/2 Process events Portal industry car fleets Claim industry international Build process event system Encrease # processes retail Start process development industry: ModifyReferenceData Start process development PreClaimRegistration, 24x7 5 6 7 2017 2017 2017 Our Journey to the Digital World of Insurance Industrial Lines
  50. 50. Milestones of process automation 2/2 Process events Portal industry car fleets Claim industry international Start process automation life insurance microservice – like architecture Build process event system Encrease # processes retail Start process development industry: ModifyReferenceData Start process development PreClaimRegistration, 24x7 5 6 7 8 2017 2017 2018 2017 Our Journey to the Digital World of Insurance Retail Germany
  51. 51. Business processes, the microservice idea Embedded process engine, dedicated database, REST API adapters for legacy backends Microservice „Process preparation“ embedded Camunda Engine Microservice A Camunda DB Microservice X … Microservice Processing events Camunda Cockpit Service „GetPolicyData “ Service „Search WorkItem “ Service „ModifyRate “ Backend APIs„Process“-microservices Camunda DB Camunda Cockpit Camunda DB Process state event REST/JSON embedded Camunda Engine embedded Camunda Engine Camunda Cockpit R&D Our Journey to the Digital World of Insurance Backends Proprietary API-Call Small (process) components Independent development and release lifecycle Encapsulation of proprietary APIs Automated tests Investigation: External tasks Retail Germany (Life)
  52. 52. Our Journey to the Digital World of Insurance Thank you for your attention Contact: uwe.koch@talanx.com - Feel free to contact me!
  53. 53. Our Journey to the Digital World of Insurance Manual processing via UI vs. Automated processing via service API Protocol/ Archive (Result-) Communication Batch Business application Services Clerk Processes Work processing Finalization Phone Inputmanagement (Mail, Facsimile,Email) Webservices (intern & extern) & portals Initialization @ www manual processable work automatic processable work M M M Work list A A A Focus
  54. 54. Process automation Service orchestration(including manual tasks) High instance volume Reoccuring process Complex workflow Service APIs available and reasonable Target: Automatic processing – improve the overall process Focus: Using target application landscape Can be supplied in the mid- to long term IT ressources Robotics Surface orchestration (mostly Copy & Paste) Low instance volume Oneway/junk process Simple workflow Servicecalls not possible / reasonable Target: Automation of existing manual UI tasks - status quo automation Focus: Using existing application‘s UI Can be supplied in the short term Business ressources Transparent process automation, reporting and optiomization (high process volume) on base of service orchestration Remote controlling and parameterized replaying of manual tasks using UIs of existing applications Process automation and robotics – A quick overview Our Journey to the Digital World of Insurance
  55. 55. Example Automated processing of (paper) questionnaires Policy holder Shipment of completed questionnaire to HDI Questionnaire Forwarding questionnaire to input management Input management Digital input of information (mostly automated scanned and indexed Robot „Futura“ Automatic processing via interaction between necessary applications Forwarding of preprocessed input to the robot Policy management 3 Internet Explorer Remote control existing applications via user interface Copy & Paste 21 Work item list Outlook Manual creation of documents Mozilla Firefox Excel Business In case of failure the work item is redirected to the clerk, e.g. handwritten notes on the questionnaire Automatic processing4 Our Journey to the Digital World of Insurance Rejection to manual processing 4 Batch
  56. 56. Our Journey to the Digital World of Insurance

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