Newgen Case Study on Image Enabling and Automation of HR Processes for Secova.

1. Case Study
S OLUTIONS F OR B USINESS P ROCESS & C ONTENT M ANAGEMENT
Image Enabling and Automation
of HR Processes
For a Leading HR and Benefits Management
Services Company
Overview
Secova eServices is an HR and Benefits Management Services Company,
which focuses on helping its clients control and drive down the cost of their
health and welfare benefits offerings. Secova eServices BPO is based in
Chennai and annually processes over 80 million eligibility records and
almost $1 billion in healthcare premiums. It manages over 450 vendors and
carrier relationship on behalf of its impressive base of about 50 clients.
Some of the processes managed by Secova include Dependency Eligibility
Audit, Invoice processing, Retiree Billing Process Employee, Insurance
Processing, and Death Claims Processing. Secova also provides career
feeds, payroll feeds, HRIS feeds, Census uploads, etc., to its customers
The Challenge
Secova has deployed Employee Benefit (EB) system as core application for
organizational and enterprise planning. EB handles data and transactions
related to HR as well as employee-related data. Secova was finding it
increasingly difficult to manage and track various types of documents
across different processes and clients. Entire processing was done in EB,
Key Benefits which resulted in poor visibility into processes. There was no mechanism,
apart from reports, to immediately drill down on current state of processes
! Improved Process Visibility and specific documents therein. In addition, as Documents and Images are
! Easier and more accurate data essential component of processes at Secova, it wanted the solution to have
entry dedicated Imaging, Document Management and Workflow capabilities.
! Better Customer Support
Secova needed a user friendly and robust solution that could not only
! Data Security and Privacy seamlessly automate the process of tracking different types of documents
! Improved Agent Productivity but also quickly provide the details of the transactions. Using the solution,
Secova wanted to deliver unparalleled HR and Benefit Administration
services that are cost effective, comprehensive and results-driven.
The Newgen Solution
Secova’s stringent requirements meant the solution must have proven
capabilities in an enterprise scenario. After evaluating several vendors,
Secova zeroed in on the Newgen solution, which best fitted its
requirements. Previous implementations of similar solutions in the
companies throughout the world further strengthened Secova’s decision to
choose the solution.
The solution has been implemented for HR Process, Dependency Eligibility
Audit, Retiree Billing, Invoice Processing, Employee Insurance, Death
Claims, Big Bang, besides several others. These processes together cover
core HR functions, which include Leave Management, Employee
Enrollment, Reports, Cobra (related to monetary benefits once the
employee gets separated from the company), and other related functions.
In words of Mr. V Chandrasekaran, co-founder and CTO of Secova, “At
Secova, we have successfully enabled more than 10 mission-critical
processes using Newgen’s BPM solution.”
www.newgensoft.com

2. Case Study
S OLUTIONS F OR B USINESS P ROCESS & C ONTENT M ANAGEMENT
The solution comprises OmniScanTM, OmniDocsTM, OmniFlowTM and
Remote Image Server. Employee forms and documents are scanned in the
US using OmniScanTM. While scanning, documents are also indexed based
on the process and the location. These are the two basic pick lists that are
selected during scanning.
TM
The scanned images are uploaded to the OmniFlow server, located in the
US. The scanned images are then sent to Secova BPO located in Chennai
TM
(India), where these images are stored in OmniDocs – a platform for
managing, delivering and archiving huge volumes of content. The BPO also
receives direct faxes and e-mails from the clients, which are scanned or
directly stored in OmniDocsTM. Using a utility, all scanned images are
populated into the Remote Image Server (RIS), located in Chennai. RIS is
synchronized with US server once a day. This involves interchange of newly
“At Secova, we have successfully added images between the US server and the RIS server in Chennai.
enabled more than 10 mission- From OmniDocsTM, scanned images are introduced into the OmniFlowTM-
critical processes using Newgen’s
BPM solution.” powered workflow.
Co-founder and CTO In the EB system, the user clicks the action icon, which invokes
OmniFlowTM. After verifying the user authenticity, all the transactions
related to that particular user are listed. On clicking a particular transaction,
associated images and data entry form are displayed. Once the images are
introduced in the process workflow, the agents at the BPO perform data
entry by viewing the images online.
The employee data is captured from the images at the Indexing stage at the
time of processing. Indexing is done at the Chennai facility in India. Next
these transactions are pushed to the Dependent Eligibility Audit queue for
processing. Document images are routed through Verification, Quality
Check and Exceptions Resolution in the workflow. The workflow also
contains the Parking step, which allows a workitem to be temporarily halted
and processed at a later date when the necessary details are complete. Once
processing is complete, document images are pushed to Work Exit workstep
TM
and archived in the OmniDocs . The complete workflow has been tailored
to Secova’s process-specific requirements.
The RIS server acts as a temporary repository for images. A purge utility
removes from RIS server all the document images, which have been
processed. The RIS server then obtains new images added to the US-based
TM
OmniFlow server.
Another utility allows the BPO to download the document images specific
to a customer. Images are output to a defined folder structure and a separate
file containing the complete details of images. This helps the BPO in
submitting the transaction details for the end client as well as for the audit
purpose
The Employee Benefits Process
One of the processes implemented by Secova was Employee Benefit. In the
US, every employee needs to enroll for benefits, which are essential part of
employees’ salary. These benefits are quite complicated to administer, as the
calculations are based on the geographical location of the person as well as a
number of individual factors such as the employee’s life style and habits.
www.newgensoft.com

3. Case Study
S OLUTIONS F OR B USINESS P ROCESS & C ONTENT M ANAGEMENT
“The Newgen platform supports
Secova’s strict standards of data
security and privacy. For processes
like Employee Enrollment and
Administration, the solution
facilitates efficient administration These plans are frozen for a year and can be amended only in the case of a
and control of operations while life change (birth, marriage, death and divorce). All life changes have to be
maintaining data accuracy” backed by a paper certificate and are mandatory to be documented. The
entire process to enroll employees for benefits was outsourced to Secova.
Secova also administered life changes, if any. With the Newgen BPM
Solution employees can be quickly enrolled and the administration of
employee details has become more accurate and greatly simplified.
Newgen solution has been vital in Secova’s success. Mr. Chandrasekaran
shared, “The Newgen platform supports Secova’s strict standards of data
security and privacy. For processes like Employee Enrollment and
Administration, the solution facilitates efficient administration and control
of operations while maintaining data accuracy.”
www.newgensoft.com

4. Case Study
S OLUTIONS F OR B USINESS P ROCESS & C ONTENT M ANAGEMENT
The Benefits
• Easier and more accurate data entry: BPO agents/users can view data
entry forms and document images on the same screen, resulting in faster and
easier data entry, which is also much more accurate than the manual method.
Agents can quickly update the latest information on the claims of each
employee by viewing the scanned images.
Newgen Software Technologies
Limited is a market leader in • Better Customer Support: Since the agents can view document images in
Business Process Management the real time and have immediate access to claims status, they can lend
(BPM) and Enterprise Content better voice-based support by providing customer the latest information for
Management (ECM), with a global their claims.
footprint of about 700 installations • Data Security and Privacy: Secova’s client, in order to comply with local
in over 30 countries. More than 100
of these implementations are large, mandates didn’t want the confidential data of their customers to
mission-critical solutions deployed permanently reside outside the US. The solution provides RIS, which
at world's leading BFSI, BPO and temporarily stores only the newly added document images, and removes the
Fortune Global 500 companies. processed images in the OmniDocs server in India by using the purge utility.
Therefore, the solution provides a strict data security and privacy, while
Newgen is recognized by ensuring efficient processing.
distinguished analyst firms like
Gartner in its report “Magic • Improved Agent Productivity: The queue-based workflow enables the
Quadrant for Business Process agent/supervisor to know the exact transactions pending for him/her to act
Management Suites, 2007” and upon. This ensured better productivity.
IDC in its exclusive report “Newgen • Improved Process Visibility: The documents can be quickly tracked in
Software: Global Leader in
the workflow and process bottlenecks easily identified. On one hand this
Business Process Management and
Document Management removed the requirement to generate lengthy and time-consuming reports,
Solutions.” while on the other it provided top management greater insights into their
processes.
Winner of prestigious awards, such • Elimination of paper-based work and costs: As the entire process is
as CNBC-TV18 & ICICI Bank automated, there is no need to file, maintain, photocopy and store paper
“Emerging India Award 2008”,
Frost and Sullivan's “Market documents. This resulted in large savings, both in terms of money and effort.
Leadership Award for Document • Seamless Integration with EB system: BPO agents can invoke the
Management System and Workflow solution from within the EB system interface. This enables users to view
Software & Services” and document images and perform data entry while still logged into the EB
“Distinguished Application Product system. The integration presents EB system and the new solution as one
Company” by NASSCOM, Newgen
Software is an ISO 9001:2000, ISO
seamless whole system.
27001 certified and CMM Level 4 • Timely and informed decision-making: As the documents can be
company. quickly tracked and process bottlenecks identified, decisions can be made
based on accurate data, without any hypothetical assumptions.
Newgen prestigious clients include HSBC Bank, Deutsche Bank, Hua
NEWGEN prestigious clients include HSBC Bank,Deutsche Bank, Hua Nan
Bank, ABN Amro Bank, ICICI Bank, IDBI Bank, State Bank Of India, ING
Vysya Bank, CitiFinancial, RAK Bank, Bank of Tanzania, Max New York Life,
Bajaj Allianz, Royal Sundaram Alliance, Unilever, Philips, GE Countrywide,
Uniliver,
EXL, Satyam Nipuna, iGATE, Core 3, Ranbaxy, GSL, Kenyan Airways and
SEC Phillipines.
Newgen Software Technologies Ltd.
A-6, Satsang Vihar Marg,
Qutab Institutional Area,
New Delhi 110 067
Tel: +91-11-26964733, 26963571, 26856871
Email: newgen@newgen.co.in
Newgen Software Inc.
Secova-CS-HR-01
1364 Beverly Road, St 300
McLean, VA 22101
Tel: +1 (703) 749-2855
Email: info@newgen.net www.newgensoft.com