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CamundaCon 2018: Ramping up: Camunda BPM and Optimize (Visana)

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CamundaCon 2018: Ramping up: Camunda BPM and Optimize (Visana)

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Presented by Johannes Eltgen

Visana is one of the leading insurance companies in Switzerland with a focus on health insurance, being known as a market leader when it comes to customer satisfaction and quality. As the health insurance market is regulated and product innovation kind of complicated, we have set a focus on re-thinking and optimizing our processes in the last few months, surfing on the wave of digitalization.

With Camunda as our preferred supplier we have established Camunda BPM as a core system - handling our most important core processes – and Camunda Optimize to further understand and improve them. All that talking about a few couple of months.

We want to share our exciting story about routing millions of documents, matching employee skills to existing tasks and other interesting insights. Our journey has started with a proof of concept, implementing BPM in an iterative setup and finally leading to a different way how we think, see and handle our internal processes and organization.

Presented by Johannes Eltgen

Visana is one of the leading insurance companies in Switzerland with a focus on health insurance, being known as a market leader when it comes to customer satisfaction and quality. As the health insurance market is regulated and product innovation kind of complicated, we have set a focus on re-thinking and optimizing our processes in the last few months, surfing on the wave of digitalization.

With Camunda as our preferred supplier we have established Camunda BPM as a core system - handling our most important core processes – and Camunda Optimize to further understand and improve them. All that talking about a few couple of months.

We want to share our exciting story about routing millions of documents, matching employee skills to existing tasks and other interesting insights. Our journey has started with a proof of concept, implementing BPM in an iterative setup and finally leading to a different way how we think, see and handle our internal processes and organization.

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CamundaCon 2018: Ramping up: Camunda BPM and Optimize (Visana)

  1. 1. Ramping up: Camunda BPM and Optimize CamundaCon 2018 Johannes Eltgen, Head of IT Management
  2. 2. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen Visana: Facts & Figures 827‘000 ClientsService Leader Health + Accident Major Insurer in CH Since 1996 3.3 Bn CHF Premium 1300 Employees 100 Field Offices
  3. 3. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen Why digitalization?
  4. 4. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen Leistungserbringung LP Finanzen Informatik Human Resources Services Benutzerunterstützung in komplexen Abläufen Verkauf BPM + Ersatz CRM PoC BPM MIS «Verwaltungs- und Kontrollinstanz» (Prozess-Orchestrierung) Prozessautomatisierung BAM (Tracking & Steuerung) Prozess-Repository & -Portal «Früh-Scanning» (Domino) CRM Kernsystem DoDo better
  5. 5. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen Why digitalization?  Ability to follow fast  Increase quality and efficiency  Business Activity Monitoring // Transparency
  6. 6. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen Overview: Document routing yesterday vs today Post AVOR Specialist CS CAM DOCS YesterdayToday CS
  7. 7. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen How did we start?
  8. 8. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen Initial setup  Strategic program  Crossfunctional team  Scrum… but  Multi-vendor setup  Limited scope and complexity
  9. 9. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen Where did it go?
  10. 10. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen Ramping up Complexity Benefit Time ERFA ABRV PEUV PEHK PETG Optimize
  11. 11. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen Where are we today?
  12. 12. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen 8’351’011’320
  13. 13. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen 8’351’011’320 EDE* 291’212’940 FNI** 16’000 Docs*** * [Executed Decision Elements] per year ** [Flow Node Instances] per year *** [Documents] per day
  14. 14. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen Setup as of today  Two teams, 16 people  Competence focus  Project selection criteria: ROI
  15. 15. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen How does it look like?
  16. 16. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen Tasklist
  17. 17. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen Business Activity Monitoring
  18. 18. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen Optimize
  19. 19. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen Optimize
  20. 20. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen What are our success factors?
  21. 21. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen Success factors  Scrum  Motivated people, fulltime, co-located  Camunda BPM  Start small, grow smart  Management support
  22. 22. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen What impact on our organization?
  23. 23. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen Impacts on Visana  Think end to end instead of silos  Functional instead of technical  Predictability  Organizational adjustments
  24. 24. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen Not because of Camunda… … but with Camunda!
  25. 25. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen Thank you
  26. 26. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen
  27. 27. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen What about risks?
  28. 28. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen Risks  Core system  Maintenance in a project setup  Workplace design

Notas del editor

  • Introduction

    Not the apple stock chart

    Why am I here: Optimize contract, thought: Impressive story to tell, share insights, you can benefit from our experience
    Camunda community focus and we want to give sth back

    Share our story



  • Private and Corporate
    Turnover
  • Capability Gap
    Competence Gap
  • Paper based business
    Several ten thousand documents

    Preparation, enrich documents with information needed to route them to the person that takes care of it

    OCR extract
  • 7 people
    Fulltime
    Co-located
  • Offering process for our products
  • Documents 1’399’840
  • Business got hungry
  • Workplace design has two factors
    Work digital all day long
    How do we work? Push or pull?

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