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© 2018 DXC Technology Company. All rights reserved April 24, 2018
Michael Donnellan
Executive Leader, Business Process
Services
Keynote Address
April 26th, 2018. London
Intelligent Automation in Insurance
April 24, 2018 2© 2018 DXC Technology Company. All rights reserved
Robots self-adapt:
Artificial intelligence (AI)
drives continuous system
optimization
Humans think,
robots execute:
Automated code QA,
data cross-referencing
Robots think and talk
like humans: Natural
language interactions,
smart work verification A human workforce “army”
executes mostly manual
labor
Robots help: Robotic
process automation (RPA),
smart workflows,
code analysis assist
human-centric execution
Automation is transforming our industry at a staggering pace
Sustainable Results Cost Quality Speed Agility
2021Yesterday
Onshore
Labor ForceOffshore
Labor ForceHybrid-Digital Elastic
Workforce Hybrid Intelligent Workforce
Today
April 24, 2018 3© 2018 DXC Technology Company. All rights reserved
Value proposition
• Shared Services
• Offshore
• On-Premise IT
• Simple RPA
• Cloud
• Self-Service
• Single Customer
Lens
• Digital Channels
• AI Led RPA
• Limited Paper
• Automated Rev
Gen
• Cx
Transformation
• Automation from
Front to Back
Office
• Blockchain
50% reduction in operation cost
Automated mid/back-office
60+% increase in rev/unit cost
Automated front office
Insurance
Industry Norm
Leaders Today +24 Months +36 Months
April 24, 2018 4© 2018 DXC Technology Company. All rights reserved
Insurance - the art of the possible
Unstructured Data
Cognitive/Self Service
Structured Data
RPA
Hybrid
Structured/Unstructured
Automation
Human
Sales StrategyPerformance &
Incentives M’gt
Sales
Management
Portfolio
OptimizationBrand
Management
Campaign
ManagementAnalytics
Branch/ In-Person Call Centre Digital Channels Broker/AgentDirect Sales
FRONT
OFFICE
80%Channel shift to
voice to digital
30% Reduction in
TCO per
customer
95+% Net Promoter
Score
5X Growth in X-Sell
& Up-Sell
April 24, 2018 5© 2018 DXC Technology Company. All rights reserved
Design
Development
Maintenance
Portfolio
Rules & Guidance
Risk Assessment
Pricing &
Commercials
Quotation
Negotiation
Origination
B2B
Up-Sell
Cross-Sell
Collection &
Activation
Submission &
Issuance
Policy Printing &
Mailing
Policy Admin
Cancellation
Collections
Renewals
Complaints M’gt
Intake
Information
Payments
MID
OFFICE
Product Underwriting Sales Activation Premiums Cash Unstructured Data
Cognitive/Self Service
Structured Data
RPA
Hybrid
Structured/Unstructured
Automation
Human
90%Reduction in
claims
processing time
40% Reduction in
value of claims
75% Reduction in
credit controlling
workload
Zero errors
Insurance - the art of the possible
3 days to
30 mins New policy for a
broker
April 24, 2018 6© 2018 DXC Technology Company. All rights reserved
Actuarial, Legal, Re-insurance, Co-insurance, Loss Control, profitability Analysis, Risk Management
Accounting Reporting
Reconciliation
Work Task M’gt
Investments
Budgeting &
Planning
Payments
Strategic Planning
Customer M’gt
Multi-channel M’gt
HR
IT & Data Strategy Infrastructure Resource M’gt Application Dev’tApplication
Maintenance
BACK
OFFICE
Unstructured Data
Cognitive/Self Service
Structured Data
RPA
Hybrid
Structured/Unstructured
Automation
Human
50%Reduction in
cost of finance
90% Reduction in
cost of HR
75% Reduction in
credit controlling
workload
82%Events
eliminated
Insurance - the art of the possible
April 24, 2018 7© 2018 DXC Technology Company. All rights reserved
Conversion of analogue workload to digital
Design
Development
Maintenance
Portfolio
Rules & Guidance
Risk Assessment
Pricing &
Commercials
Quotation
Negotiation
Origination
B2B
Up-Sell
Cross-Sell
Collection &
Activation
Submission &
Issuance
Policy Printing &
Mailing
Policy Admin
Cancellation
Collections
Renewals
Complaints M’gt
Intake
Information
Payments
Actuarial, Legal, Re-insurance, Co-insurance, Loss Control, profitability Analysis, Risk Management
Accounting Reporting
Reconciliation
Work Task M’gt
Investments
Budgeting &
Planning
Payments
Strategic Planning
Customer M’gt
Multi-channel M’gt
HR
IT & Data Strategy Infrastructure Resource M’gt Application Dev’tApplication
Maintenance
Sales StrategyPerformance &
Incentives M’gt
Sales
Management
Portfolio
OptimizationBrand
Management
Campaign
ManagementAnalytics
Branch/ In-Person Call Centre Digital Channels Broker/AgentDirect Sales
BACK
OFFICE
FRONT
OFFICE
MID
OFFICE
Product Underwriting Sales Activation Premiums Cash
Unstructured Data
Cognitive/Self Service
Structured Data
RPA
Hybrid
Structured/Unstructured
Automation
Human
50%coverage
Source: isg, DXC.technology Agile Process Automation
April 24, 2018 8© 2018 DXC Technology Company. All rights reserved
Large DXC Insurance Client
19 Processes45
Sub -Processes49 Queues
LPAN
Creation
Treaty
Statements
E-PoliciesRates of
exchange
Fee
Processing
Policy Admin Claims
Service
Companies
Reject at
Intake
Reserves
Maintains &
Closures
Purging Static Claims
Maintaining Volume Trackers
Operational Tasks
Workflow Triage
Credit
Control
Rates of
Exchange
Technical Accounting
Installment
Corrections
Work packages automated so far
Automated
Task
Work
AccelerationRobots
Man-Hours
Saved
556.7 million
transactions37
1,000,000
165 FTE’s
April 24, 2018 9© 2018 DXC Technology Company. All rights reserved
Automation FactoryBuilt on Agile DevOps model to digitize even the most demanding
processes. Pre-built reusable assets, multi-skilled, leverage resources,
consumption based on-demand model. Accelerated deployment
Agile Process Automation
Design + Create + Scale
Industrial, Scale, Secure,
Resilient
April 24, 2018 10© 2018 DXC Technology Company. All rights reserved
Intelligent Automation in the Cloud.An always-ready, truly elastic digital workforce that scales with business demand free of fixed
overhead and hidden costs. Productive capacity at the push of a button – full adherence to your
operating procedures
Deploy + Test + Scale + Run
Agile Process Automation
April 24, 2018 11© 2018 DXC Technology Company. All rights reserved
“Designed for operations” and built upon Agile DevOps model
to exploit insights from our delivery transformation, in a repeatable, scalable way.
Analytics SecurityWorkplace
& Mobility
Enterprise &
Cloud Apps
Cloud,
Platforms
& ITO
Business
Process
Services
Application
Services
Intelligence Orchestration Automation
Next-gen digital delivery platform
Applied at scale across our delivery engine
Enabling us to work smarter, faster and more efficiently for our clients
Deployed via Analytics, Lean, and Automation assets
800+Automation Experts
1000+Robots
Cognitive/AI Platforms
How do you achieve industrial scale?
April 24, 2018 12© 2018 DXC Technology Company. All rights reserved
Intelligent Automation Building Blocks
Virtual
Agents
Neural
Networks
Machine
Learning
RPAComputer
Vision
Natural
Language
Processing
• Structured data – automate fast
• Unstructured data
• Cognitive/self-service solutions are
becoming mainstream
• AI led RPA experimentation
• Intelligent AI integrated to people &
virtual agents coming soon
• Digital workforce
• Unprecedented productivity from people
• New suite of value propositions
• Greater policy profitability
• Less revenue leakage
• Greater claim accuracy
• Less risk
April 24, 2018 13© 2018 DXC Technology Company. All rights reserved
Intelligent Automation at DXC
Core Competency (COE): Automation Consultants, Business Process Consultants, organizational Change Consultants,
Software Specialist, Software Partners, System Integration
Ac
cu
mu
late
d T
ota
l Re
turn
sRobotic Process Automation
• Front, Mid and Back office Business Process Automation Consulting & Strategy
• Digitalization
• Self-service/Cognitive wave 1
• Automation-as-a-Service
Artificial Intelligence Engine
• Architecture Abstraction Layer for interacting with autonomics services
• Cognitive Computing wave 2
• Unified Customer Experience
• Fully Integrated Front, Middle & Back-Office
Intelligent Automation Platform
• Complete end-to-end Intelligent Automation Platform
as a Service
• Re-usable IP enabled asset library
• Internet of Things Integration
Structured Data Unstructured Data
Next Frontier
April 24, 2018 14© 2018 DXC Technology Company. All rights reserved
The Future starts NowTHANK YOU