UnitedHealth Group speeds access to documents using IBM ECM

IBM Enterprise Content Management unifies disparate systems, saving employees months of time

Published on 02-May-2013

"The IBM ECM solution saves months of time finding documents. By pressing a single key, an employee can initiate a search through the equivalent of a 10-story building of paper documents, and get results in minutes or seconds." - Dr. Subir (Sam) Mallick, manager for development and architecture, UHG Document Management Solutions, UnitedHealth Group

Customer:
UnitedHealth Group

Industry:
Healthcare

Deployment country:
United States

Solution:
Big Data & Analytics, Big Data & Analytics: Improve IT, Enterprise Content Management, Information Lifecycle Governance (ILG)

Overview

Headquartered in Minnetonka, Minnesota, UnitedHealth Group (UHG) offers a broad range of healthcare products and services through its seven subsidiaries. The company posts annual revenues of close to USD100 billion and employs approximately 80,000 people who serve more than 70 million customers.

Business need:
Maintaining disparate content management systems inherited with acquisitions was costly and complicated compliance with stringent healthcare regulations.

Solution:
The company is working with IBM and IBM Business Partner Softech & Associates, Inc., to upgrade and unify its existing systems onto the IBM ECM platform.

Benefits:
Not yet fully deployed, the solution is already reducing storage costs, slashing time to access documents from days to seconds.

Video

Headquartered in Minnetonka, Minnesota, UnitedHealth Group (UHG) offers a broad range of healthcare products and services through its seven subsidiaries. The company posts annual revenues of close to USD100 billion and employs approximately 80,000 people who serve more than 70 million customers.

Challenge
Over the past decade, UHG has grown substantially through acquisitions. Many of the acquired companies had their own document management systems and maintenance became a serious issue. It was simply not cost-effective to administer 20 different systems, with each consuming the time of 5 to 10 IT staff members. In addition, the aging and disparate systems made it difficult to comply with stringent industry standards and regulations and prepare for pending healthcare reform. UHG sought a way to upgrade and unify the existing systems into a robust, scalable enterprisewide content management platform that helped streamline document access, improve content governance and retention, and enable rapid response to changing needs.

Solution
Working with IBM and IBM Business Partner Softech & Associates, Inc., UHG is implementing key components of the IBM Content Management software portfolio. Because the IBM technology supports open standards, it facilitates migration and upgrade of existing UHG systems to the IBM ECM platform. “IBM provides what I call plug-and-play architecture. If I have to add or remove capabilities five years down the road, I don’t have to start from scratch. That’s a huge value,” says Dr. Subir (Sam) Mallick, manager for development and architecture in the UHG Document Management Solutions Group

To enhance content search and retrieval, UHG uses IBM Content Collector software to capture and store emails in a central IBM FileNet® Content Manager repository, as well as move existing digital files from multiple systems into that same repository. For paper documents, IBM Datacap Taskmaster Capture software is being deployed to scan documents and faxes from thousands of remote offices into FileNet Content Manager. The software uses OCR technology to extract key information to categorize each document with more than 95-percent accuracy. For example, the Datacap tool scans customer complaint letters and attaches metadata, such as patient number and insurance company, to map each document image to the correct database records and workflow for prompt attention by the responsible customer service representative..

Upon full deployment, the system is projected to enhance governance and retention of billions of documents representing close to 500 TB of data. The sophisticated search engine is already enabling more than 40 thousand employees to find the content they need more quickly. UHG customers numbering in the millions can access their documents through solution integration with the “My UHG Portal” application.

Benefits
· Slashes the time required to access documents from days to seconds and saves up to USD20 million in physical storage costs
· Reduces risks of regulatory noncompliance with enhanced governance of the document life cycle
· Lowers IT maintenance cost and frees up IT staff members to support higher value system upgrade, migration and configuration tasks

For more information
To learn more about IBM Enterprise Content Management solutions, contact your IBM sales representative or visit: ibm.com/software/info/itsolutions/content-management


Products and services used

IBM products and services that were used in this case study.

Software:
Datacap Taskmaster Capture, FileNet Content Manager

Legal Information

© Copyright IBM Corporation 2012 IBM Corporation Software Group Route 100 Somers, NY 10589 Produced in the United States of America June 2012 IBM, the IBM logo, ibm.com and FileNet are trademarks of International Business Machines Corp. registered in many jurisdictions worldwide. Other product and service names might be trademarks of IBM or other companies. A current list of IBM trademarks is available on the web at “Copyright and trademark information” at ibm.com/legal/copytrade.shtml This document is current as of the initial date of publication and may be changed by IBM at any time. Not all offerings are available in every country in which IBM operates. The client is responsible for ensuring compliance with laws and regulations applicable to it. IBM does not provide legal advice or represent or warrant that its services or products will ensure that the client is in compliance with any law or regulation. THE INFORMATION IN THIS DOCUMENT IS PROVIDED “AS IS” WITHOUT ANY WARRANTY, EXPRESS OR IMPLIED, INCLUDING WITHOUT ANY WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND ANY WARRANTY OR CONDITION OF NON-INFRINGEMENT. IBM products are warranted according to the terms and conditions of the agreements under which they are provided.

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