Docuplus

AXA Tech - Keeping up the pace

Business change is unrelenting for consumer-facing companies with millions of customers. From simple one-page reminder letters to sales literature, the development of effective correspondence is a complex task. Docuplus has provided AXA Tech with an assured technical resource to eliminate project bottlenecks and deliver the right solutions.

As one of the world's largest insurance and asset management companies, AXA offers general, life and health insurance products. The company's health business is the UK's second biggest medical insurer, generating around £450 million in revenues, employing 2,100 people and serving over two million customers.

According to Jeff Almond,Document Services Team Leader in AXA Tech (an internal IT services organisation), the company's centralised document production strategy relies on IBM mainframes and print formatting tools. For example, ISIS Papyrus is used for document composition, RSD EOS for output management and EMTEX VIP for print management. A Pitney-Bowes auto-fulfilment machine does the hard work of despatch.

"We produce everything from mailers to personalised customer correspondence. There are around one million envelopes sent out a month containing some 12 million sides of print - letters, reports and forms, " said Almond.

A key component is ISIS Papyrus. It takes mainframe data, composes the right documents and outputs a data stream for post-processing and print management.Currently, one of the users of AXA Tech's Document Services is the healthcare business. The medical insurer is engaged in a "print improvement programme" to overhaul document production. "We're providing a document composition service for the print improvement programme. But we're also carrying out other AXA projects so our main problem is staff shortages in specialist areas."

Realising it didn't have enough people free for the programme, AXA Tech wanted to find external resources at reasonable rates to avoid bottlenecks. Typical projects to create complex, high profile documents may last for months. "We wanted people with a very high technical knowledge of ISIS Papyrus and Advanced Function Presentation (AFP). It's one of our preferred methods of output for the greatest degree of flexibility, " added Almond.

Coding skills alone are not sufficient. They had to be backed by good business analysis and project management expertise. With no time for close supervision, AXA Tech also wanted a "black box" solution - request in, work out. Specialising in document automation, communication and print production systems, Docuplus offered an effective answer.
A previous project had involved a new risk-based method of quoting individually for private medical insurance.It called for a tailored letter and application pack with different types of full-colour forms produced on a Xerox highlight colour printer.The work was delivered by Docuplus to tight timescales in April 2001,enabling customers to receive accurate,tailored documents.

"AXA Tech knew the standard of Docuplus' work from several previous projects.They had the right skills and were very professional.The price and the timescales were fine too," said Almond.

After the go-ahead in January 2002,the Docuplus approach was professional from the outset. As each new project starts,its requirements are analysed in detail.A solution is then designed, developed and implemented.The work sometimes includes a feasibility study for compliance with AXA systems and standards;good recommendations ensure timely completion with the right resources.

In Almond's view,a big advantage of using Docuplus is the close attention to detail.In order to be effective,Docuplus personnel learn the AXA Group print standards,understand the corporate systems,investigate the interfaces and visit AXA offices wherever needed.The work is often carried out on site for maximum flexibility.

"The Docuplus project manager is always keen to make sure all the issues are ironed out in advance, producing highly detailed plans for people to work to," said Almond.

Another area praised is testing.Not only does Docuplus create detailed plans with expected results but the actual test runs are documented too.Along with good skills transfer,this is a "big bonus" in helping in-house personnel with later maintenance or change tasks.Regular meetings between the healthcare business,AXA Tech and Docuplus personnel ensure projects keep on time.

Many new ISIS Papyrus-driven documents have flowed from the print improvement programme, integrating seamlessly to the central AXA print production systems.A series of project deliveries in 2003 has included more quotations,plastic card printing,barcoding for Royal Mail delivery discounts,claims and internal reports.AXA Tech personnel are left free to concentrate on other projects and "business as usual" work.

"Docuplus is providing an extremely professional service and their product knowledge is superb. The key to any successful project is the groundwork.Docuplus does this by business analysis and it's always extremely thorough," said Almond.

The work will continue until Spring 2004.At the time of writing,a Docuplus business analyst-project manager is working closely with two AXA Tech staff and other members of the Document Services team for specialist knowledge.A new finance-related project is now at the requirement stage - it will include cheque printing,remittances and management information.And as more resources are needed,further Docuplus staff will help AXA Tech keep up the pace.