Guided Process Policy Administration

A Fortune 500 insurer client and Rulesware led a policy admin project that not only guided users through an automated policy process but also retained data throughout.

The Problem

This initiative focused on the optimization of policy administration functions through the implementation of a guided system to automate end-to-end service processes. This included the elimination of decision points and manual effort, which were present in the previous system. The solution functioned as a rules engine with a presentation layer, guiding the user through specific activities involved in policy services via the use of reflexive questioning.

The Solution

The design and implementation strategy focused on delivering highly complex rules to be built up front, and thus be leverageable by future phases, and included several design patterns and best practices recommended by the Rulesware team. This strategy considerably accelerated subsequent phases of this initiative.

The Result

Rulesware was responsible for providing technical thought leadership during construction and subsequent phases of the project, aiding in design strategies and building Pega knowledge within the client team. The primary challenge to this project was delivering breadcrumb functionality (now an out-of-the-box feature of Pega), and having the ability to retain user data throughout unlimited flow permutations chosen by the end users prior to the selection of a final path. Additional challenges to this project included delivering creative solutions for the display of information via the user interface to increase end-user acceptance, and delivering sophisticate integration processing while maintaining guardrail compliance for ease of maintenance.

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