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W3C Workshop, Bedford, MA – February 2007
An Insurance Industry Perspective
Making the Web of Services Real
2
Founded in 1810
One of the largest investment and insurance companies in the United States.
Fortune 100 company
30,000 employees
Two Companies:
• Hartford P&C – auto, home, business insurance
• Hartford Life – investment plans, life insurance, group benefits
The Hartford Financial Services Group Inc.
3
1. A non-technical problem: Achieving a shared-services IT model
2. Rules in a Web of Services
3. Dynamic UI’s
Introduction to the three use cases
4
Context
Complexity in the automation environment is a growing problem, requiring significant maintenance spend and hindering business agility and flexibility
10+ Dev Languages
Over 250 technologies and
technical platforms
Tech ComplexityBusiness Functions
Value chain is comprised of 200+ unique business functions
Describing all discrete functions performed by applications in the portfolio
Business function redundancy across applications is common
Underwriting data capture is performed in many different applications
DBME
31 PLDistribApps
PLA-Auto
PL MAINFRAME
AUR
PLA-Property
Texas FireDwelling
Account Credit
24 CLClient/Server
SystemsRequote
Diary
AMIS Internet PL
MVR
ARMS Auto
CLUE
Territory CodeARMS Prop
Risk Exp Prop
PLIARS
Prefill
BSE SalesFront End
Ins Score
OTM
Risk Exp AutoMarketing
SEMCI
CSF
OSP
CCPS
TABS,NPPS
BulkBilling
WorkersComp
Spectrum
Expiration
CAPIS/AMF
AIF
LARS
BLC Mo
INFO1
IRES/PINS
Unit Cost,Svc Index,
PAIRS
Auto
Comm SmallLines
GL, Umb,Exp Rating
CLMAINFRAME
ARP
CAS HIG CAS
CCPSPreprocessor
BLC YTD
Closed
CS-CAS
ECLIPS
FOCS
DailyOutput
LIS
CMF Update
HEF
DPS
MISRE
MSI
MonthlyExtractor
NCCInterface
LASER
OS
PSI
RecoveryMgmt
Trigger
R&P
Transfer
WeeklyExtractor
WeeklyRollup
Data Integrity
History
Rptg
@venture
CL SpecialCalls
Natl AcctsData Base
MonthlyRollup
SOURCE
PSR
CAPRE/ALU
ITMS
EffectivePremium
CL DataWarehouse
(8 subsystems)
PL DataWarehouse
CSP Rptg
PLSPOTA
NatlCouncil
Call
QIR
Pol/ClmUnloads
KZ14
XS10
TMF/ATMF
KZ16KZ7
KN31KN33
XY1
CMF
CASLocal
CIDB
OS/ClosedXXD01
DMF
Mass Auto
PL SpecialCalls
PASS
IAIABC
CPMLDS
IFPS
CalDivCall
WC SpecialCalls
MASTERUpdate/Rptg
LOBSTOR
PER
MainframeIBA
Insured
Name
CIBNR
TARS
IPCF
ASPIR
ARI/New Breakout
DCINPPS
MLECS
BICS
MRPF
ERAMainframe
Breakout
BEARS
SingleSource
StatutoryIBNR
AIF/CIDER
CARS
APPLE
CIDER
POLPC
COINSSummary
PTF
CSAS
CIRCL/SCRAM
Eff Mo
ExpenseSystem
PACERCorpTABS,New TABS AARP,Old TABS AARP
HORIZON
SHARP
PremiumReserve
Specialty&
SpecialtyActuarialSystems
REINS
HASKE
DCS
SEAS
SRAP
Pers ActuarialSystems
Pers AutoAIRS
PropertyAIRS
COINS
NCC
MASTER
NCC Interface,Prem Reserve
ARI,CAPIS,
Ext FeedsTrumbullFinancial
Warehouse
CAMS,Experian
MASTER
GlobalReferenceSystems
Various Systems
Various Systems
Various Systems
KZ14,CAPIS,
Eff Prem
E Rpts, IBA,Reserving Exhs,Corp Act Intranet
Rptg, CPM
INFO1, LDSHORIZON,
CIDER, CometExpense, CLASales, Ledger,
Comm Actuarial,CPM, ROSE
Prem Reserve,IBNR & Adjs
Annual Stmt
FAST,INFO1,
HORIZON, CIDER,Expense
Assumed Reins (London, Madrid, Hong Kong),Pools & Assocs, DCS,
AIPSO, USAIG
Sched F, Sched P, SEASCIBNR, Expense, BLC Mo,NPPS, LAE,Prem Reserve,
HORIZON, DCS, BACIS
PLA, Polk,RISC
LAPS
CMF ,FACTS,Misc Info
R&P
Billing Systems,Suppliers/
Consultants
SHARP
Prem Reserve, REINS,BACIS, MASTER,
Payroll, Budget, DCSSHARP,KZ14, NPPS
VariousInputs
NPPS, KZ14, Prem Reserve,MASTER, Misc Input
Revised 6/1/01by Bob Duccini
ext 74676
Fld Off Trans, PACER, Affinity,SHARP,CAMS,TABS,TABS AARP,ISI,
COGEN,Life,IBA,Trumbull,Misc Acctg,
Bank Feeds,EDI Trans
TABS Corp, TABS AARP,Affinity, CAMS, SHARP,Banks, Expense, REMIS,IRS, APECS,HORIZON
AUR, AIF,IRES/PINS
CLA DBs
IRES/PINS,Expiration,
AIF
NPPS,CAPIS,
AUR
MASTER,ERA,PSR,
MRPF,CIDER
IRES/PINS
NPPS
Livestock Mort,HARTRE,Property
CCPS
DataCollect,
CLA,NPPS
ASPIR,CLA,NPPS,LARS,Trigger,DCS,Ext Feeds,CAPIS,
Trumbull DW
INFO1, HASKE,NPPS,CLA, TABS
Data Collect,CAPIS,PACER, CCPS, AIF,
IRES/PINS, Misc InputsP&C OVERVIEW
Many OtherSystems
Many OtherInputs
Many OtherSystems
VariousSystems
VariousSystems
VariousSystems
VariousSystems
VariousSystems
Fld Offs,PINS
VariousSystems
Teleclaim,Clm
Handlers Clm DBs,PL & CL PMFs,
RPN, AMF,Select Cust
NPPS,AMF
ITMS
CASD
AMF, CMF,Pol Hold DB
Colossus,Alloc to File,
Managed CareMISRE
Pol Hold File
Banks,Canada
APECS
DailyIncurred
Add'lInfo
CMF,TMF/ATMF
VariousInputs
ManualInput
First St,Property
NADB
CAS HIG
Dir BilledManual Issue PL
Wkly Ext,CAS HIG
CASHIG
Stat IBNR,SRAP, HORIZON
MASTER
BLC,CustomersCal Data
Call,Expense,
LAPS
PeriodicInterface
SHARP
AUR,Expiration
CAS, Acct Credit,CL C/S Systems
DCS, CAMS
DCS, Texas Fire, XY1
AURAcct Credit
FOCS,PL DW
AUR,PARIS
DCS, CAMS
XY1
CPM
MASTER
AIRS,KZ14,LDS,IPCF,NPPS,INFO FROM
RPTS
LDS,NPPS, St Book Rpts,PPR Rpts
DBS,INFO
DCS
HORIZON
CL DataWarehouse
LDS,HEF,NADB
SFA(Siebel)
EBC
CL MQSeries Hub
IDARS
Fld, At Home,Remote
CL DW
TABS,IRES/PINS
CL DW
Agts, Agcy Sys, Portals, Insureds
PARIS
SPURSManualInput
ManualInput
NPPS,BEARS
CLACLAPLA
PARIS
EDM
CS CAS,,HIG CAS
CAPIS
TPA Preprocessor
CPM
IBA
ERARptg
PPR
PPR
CORP ACTINTRANET
RPTG
Eff Prem/GAINS
CAPRE
CPMClaim DI
LOBSTOR
PSR
Res Sys,IFPS
Adjs
MASTER Upd/tRptg,Status of Pricing,
Planning Consults,Forecast Data,
Misc Input,HORIZON,
MASTER Updt/Rptg,MISRE ERA
Sch P, Ad Hoc, CW LDS
Reserving,SHARP,Expense
ClaimInknowvation
CAPIS
Various Clm Sys
***This is NOT a complete inventory******of Hartford P&C applications***
CAPIS
Environment Complexity
Hundreds of unique business applications in the eB&T portfolio
Complex automation environment requires significant spend for ongoing maintenance
Tightly coupled applications make it difficult to leverage and reuse existing business capabilities
Multiple versions of vendor tools
The Web of Services needs to extend from a complex legacy base
5
DemandBusinessInnovation
Biz/ITWall
IT invokes Newton’s 3rd
TechnologyInnovation
Biz/ITWall SupplyBusiness invokes
Newton’s 3rd
2 Scenarios that impede innovation:
1
2
The Pushback Model
6
Future Platform
The P&C Technology Platform: Common IT capabilities enabling business capabilities
Services Foundational Architecture Information Management
Business Process Mgmt (BPM) Workflow Co
mm
on
Acc
ess L
aye
rAgentsAgents Call CenterCall Center CustomersCustomers
Secu
rity
Portal
Data Warehouse
3rd
Party
Serv
ices
Rating
Business Rules
Publishing
Content
PolicyProductUnderwriting
Customer / AgentClaim
PolicyProductUnderwriting
Customer / AgentClaim
Infrastructure
Building the Technology Platform one rationalization step at a time …
Application Rationalization Step
7
DemandBusinessInnovation
Biz/ITAsset
TechnologyInnovation
3 Scenarios that foster innovation:
1
2 Biz/ITAsset
Supply
BusinessInnovation
3 Biz/ITAsset
Supply
The Collaboration Model
8
Use Case 1: Achieving a Shared Services IT Model
The Problem• SOA has been bottom-up
• Technology availability and infrastructure implementation not the issue
• Planning, governance and organizational issues
Why it matters• Business agility, TCO
• The need is there, the technical solutions are there
How can we do this?• A decision support system for IT Planning and Strategy
• Maybe the Semantic Web
• Maybe an industry consortium
9
SOA SEMCI
ACORD XML
ACORD XML
XMLSecurity
Appl
SEMCIOrch
Edit
XML->AL3
QuotingEngine
Echo
AL3->XML
UDDI
DMZ
SOAP
SOAP
SOAP
SOAP
WSM
WSM WSM
WSM
WSM
WSM
WSM
10
Use Case 2: Rules in a web of services
The Problem
• “Rules” have been applied by IT to solve many business problems
• Some “rules” can provide business agility
• “Rules” means many different types of solutions, esp. within an SOA, from business rules, to edit rules to metadata to governance
• “Rules” can be and are implemented on many types of platforms without any specified criteria
Why it matters: TCO, Agility.
Possible Approaches:
• A taxonomy of rules, and standardized (maybe automated) ways to deploy different types of rules on different platforms.
• A platform-independent way of specifying rules
• A distributed, secure architecture for rules
11
Use Case 2: Rule types within The Hartford P&C
Rule Definition: A “Rule” is a statement that defines or constrains some aspect
Event Rules: Rules that govern the User Interfaces and actions/events taken.
Syntax Rules: Rules that relate to presence/occurrence of data elements, their data type and structures. (Data Collection rules that may be executed with schema validation and/or XPATH ).
Conditional Rules: Rules that apply optionally or under the conditions/values of other data elements. (Data validation rules)
Relational Rules: Rules that occur across multiple conditions of a given process or transaction and may across multiple screens when exposed to a user interface.
Business Rules: Rules that the business is closest to and might have requirements for analytics (i.e. Risk Assessment/Scorecard, Underwriting, Product, Pricing, Claims Processing, and other rules in the enterprise decision management space)
SOA Run-time Governance Rules: Rules that enforce SOA policies at run-time, such as SLAs, security, etc.
12
SOA SEMCI
ACORD XML
ACORD XML
XMLSecurity
Appl
SEMCIOrch
Edit
XML->AL3
QuotingEngine
Echo
AL3->XML
UDDI
DMZ
SOAP
SOAP
SOAP
SOAP
WSM
WSM WSM
WSM
WSM
WSM
WSM
13
Use Case 2: Rule Platforms within The Hartford
Domain Type PlatformBPM Process Management;
Workflow mgmt; Work queue mgmt
BPM engine
Business Rules Business Evaluation BRE engineTelephony/Contact Centers
Contact Steering; Channel Experience
Call Center engines
UI Data Capture; Screen Flow Enterprise Portal/portletsContent Mgmt Content Creation; Doc
mgmt LifecycleDocument Mgmt System
Insurance Rating Rate Class Determination; Rating Algorithm
Enterprise Rating engine
Orchestration/IntegrationApplication interaction; synchronous process mgmt
BPEL engine
Application Embedded App Logic; Field Validation; Authorization
Java, .NET, COBOL, etc.
Security Authentication, Authorization
Web Service Mgmt Platform
14
Use Case 3: Dynamic UI’s
The Problem: Need to dynamically capture user information to provide insurance information or quotes. Rules based questions performed on the back end lower usability. No standards around rules based UI solutions.
Why it matters: Customer experience. Speed to market.
Possible Approach:
• Standardize on frontend rules-based UI solutions
• Tie existing standards together
– W3C: XForms, XSLT, XPath, XML
– JCP: JSR-168/286, JSR-94, JAXP
– OASIS: WSRP
15
Dynamic Data Capture Framework
Service TierClient Tier Resource TierPresentation Tier
View Controller
Agent Portal
Transactional XML
Documents
(ACORD Documents)
JavaScriptValidationGenerator
RequestProcessor
View Generator
Meta Data XML
Documents
(Layouts, Action Config, SPX)
Admin Client
Build View XML
ValidateRequest
Update Model
Data Mart
Reporting
ActionInvoker
XML DB DAO
Build Request Doc
DetermineLayout
Completeness
16
Q & A
Thank You
Balaji Prasad
Director, Enterprise Architecture
&
Benjamin Moreland
Director, Foundation Services
Enterprise Architecture Group
The Hartford Financial Services Group