A revolutionary BPM project for the UK’s largest insurance companies

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LV=

Project Brief

  • 01.Removing and retiring redundant processes and functionality that was no longer used
  • 02.Cause zero operational disruption during migration while supporting hundreds of users
  • 03.Ensure the continuation of ‘pipeline’ and history of cases
  • 04.Present a seamless user experience, with minimal retraining required
  • 05.Deliver to aggressive timelines

Project Deliverables

  • 01.Client workshops to align BPM objectives and a technical perspective with customer needs
  • 02.UI design and wireframes
  • 03.Vision process models
  • 04.BPM models
  • 05.Customised workspace
  • 06.Application integration
  • 07.In addition to its standalone functionality, Melius integrated to other applications at the database and UI level.
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Who are LV=?

Liverpool Victoria, one of the UK’s largest insurance companies with over five million customers, was undertaking an ambitious programme of work to transform their Business Process Management. LV= were recommended to approach GW to work alongside their internal team to provide strategic review and deliver products that would help LV= become the UK’s ‘Best-Loved Insurer’.

Their Life Protection business, a specialist division of LV=, decided to invest in BPM and Oracle in order to offer a better level of service to their customers. Although we were approached at first to conduct a strategic review of their approach to BPM and recommend a target operating model, we were quickly engaged with the next phase of work: a complete and complex overhaul of their critical systems.

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The challenge - replace Tibco with Oracle

One of LV= Life Protection’s core technology solutions was a CMS called Tibco Staffware, used to manage workflow from first customer contact to servicing the policies. This decaying legacy solution was running with minimal support and lacking the ability to be enhanced or tested and, critically, was holding their business back.

After a full technical analysis, it was agreed that the proprietary Tibco functionality be reproduced ‘like for like‘ within Oracle’s BPM Suite, recreating the workflows, user interface (UI), data, processes, etc. This was complex as the Tibco software had been heavily customised and lacked meaningful documentation. It was a live production system critical to LV’s business with over 300 (150-200 concurrent) users. All the data, processes and workflows had to be reverse-engineered and then migrated to the new system (called Melius). Nothing could be missed.

There were two key challenges: totally replace the system in 12 months while improving the functionality of the current system at the same time.

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Removing and retiring redundant processes and functionality that was no longer used

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Cause zero operational disruption during migration while supporting hundreds of users

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Present a seamless user experience, with minimal retraining

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Ensure the continuation of ‘pipeline’ and history of cases

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Deliver within aggressive timelines

Our approach - re-engineer and simplify

Making sense of the intricate tangle of processes and rules for a heavily customised insurance system without any documentation required an unconventional approach.

We started by reverse-engineering it: going into the existing layers of code in order to reproduce an identical user experience for the business, with like-for-like screens, fields, layouts and automated next steps in Melius, the new Oracle BPM application we created from scratch for LV=.

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What we did - co-design with business teams

An ambitious, highly strategic and business-critical project like this required out of the box thinking across the entire technology stack.

This BPM project traversed UX, screen design, engineering & integration at a system level but involved navigating the complexities of the entire insurance lifecycle and customer touchpoints of new business application processing, underwriting and claims.

Working closely with LV= to co-design this solution was essential. The LV= team embedded themselves in our offices as part of our team, rolling up their sleeves, and working side by side GW to build joint modules that supported the new business processes.

Our work across all four layers included:

  • Client workshops to align BPM objectives and a technical perspective with customer needs
  • UI design and wireframes
  • Vision process models
  • BPM models
  • Customised workspace
  • Application integration
  • In addition to its standalone functionality, Melius integrated to other applications at the database and UI level.

The results

The first phase went live and was a huge success. Not only did we seamlessly migrate a nearly defunct CMS into Oracle technology created from scratch, we innovated and streamlined their business processes. The redesigned Business Processes typically comprised 75% fewer steps than the original solution, improved efficiencies and future-proofed the platform for a modern business.

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What our clients thought...

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Fantastic news, we have today successfully implemented Melius into the Agency team for the first time, improving the New Business 50+ functionality, the new Oracle real-time MI (Business Activity Monitoring) and new Historic MI data capability.
Jonathan Manning - Melius Programme Manager
Please extend my gratitude to the team for a fantastic delivery.
Steve Home - LV=
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