northwestern mutual: providing content services to the enterprise michael grimes i.s. consultant...
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Northwestern Mutual: Providing Content Services to the Enterprise
Michael GrimesI.S. Consultant
Enterprise Content Management Competency Center
Agenda
Background Challenge Solution options Enterprise Document Management Service Benefits Lessons Learned Next steps Other Documentum Solutions at
Northwestern Mutual Questions
Northwestern Mutual
Northwestern Mutual is the leading direct provider of individual life insurance in United States
Northwestern Mutual receives the highest possible ratings for financial strength from all four major financial ratings agencies
As a mutual company, Northwestern Mutual leads its industry in dividends and expects to pay a record $3.77 billion in dividends to participating policyowners in 2004
Northwestern Mutual has more than:– 3 million policyowners and clients– $16 billion in annual revenues– $113 billion in assets
Headquarters are in Milwaukee, Wisconsin
Northwestern Mutual Financial Network
The Northwestern Mutual Financial Network is the marketing name for the company's sales and distribution arm
The Network has 350 offices and 7,900 representatives across the United States
Representatives have access to a network of specialists who together provide advice on:– Asset & Income Protection – Personal Planning – Education Funding – Business Planning – Investment Services – Estate Planning – Trust Services – Employee & Executive Benefits – Retirement Solutions
Challenge
Entering 2003, Northwestern Mutual had only implemented a couple of Documentum solutions – Documentum Desktop interface– Captiva Software’s InputAccel
Three large corporate projects got funded in 2003 which require Documentum to be integrated with Line of Business (LOB) applications– No experience integrating Documentum
into LOB applications!
Project #1 - Requirements Ordering Service System
This project implemented a scanning and ordering system for Attending Physician Statements (APS) and eliminated redundant data entry by automatically retrieving data from existing systems.
The new system required a solution that allowed them to image and electronically store Medical Authorization documentation which would be electronically transmitted to vendors for processing.
~300 users with a 90 day retention period for documents
Project #2 – Disability Income Processing Platform
Managing disability claims is a critical function for our company and the Disability Income Benefits processing and service systems were out of date and not poised to meet future service demands.
The new system required a solution that allowed them to electronically store case and claim documentation. – Letters sent to the insured– Completed forms received from the insured
through fax and mail– Details of telephonic conversations related to
the case– Any other notes related to a case.
~250 users
Project #3 – Franklin Workflow E-Files
In 2002, Northwestern Mutual announced a major expansion program to build an additional campus in Franklin, a suburb of Milwaukee
Three business areas relocated to the new campus– Represented almost 15% of the Home Office
organization In the existing environment, most of the file
documentation used for underwriting resided in paper format.
If only paper remained after the move to Franklin, the existing service level goals would be compromised.
The system required a solution that electronically captured and stored documents that would be need by underwriting areas at both locations.
~600 users / ~800GB of content per year
Application Infrastructure
All three solutions would be Java-based web applications running on IBM WebSphere
Client interface would be through Internet Explorer
Content would consist mostly of images stored in PDF format– Adobe Reader and Acrobat Standard
Documentum Infrastructure
Documentum 4i Content Server (v4.2.8) – Application Server
• HPUX 11.00• HP9000 N4000-55 server• 8 CPUs / 16GB of memory
– Sybase Database Server• HPUX 11i• HP9000 rp8400-16 server• 8 CPUs / 16GB of memory
– Storage• Network Appliance FAS960c• 24 TB• SnapLock Compliance software (WORM)
Documentum Foundation Classes (v4.2.8)– Network Appliance's Filer
• Network Addressable Storage (NAS)• Mounted on multiple servers
Solution Options for Documentum Interface
Desktop– Projects required Internet Explorer interface
Webtop– Projects wanted custom interface /
experience– Integration with LOB applications
WDK or direct Documentum Foundation Classes (DFC) calls– Engineers wanted to insulate applications
from Documentum-specific components and API calls
Internally develop “Service”– Methodology had precedent within company
for data access and email integration
Enterprise Document Management Service (EDMS)
Java program which provides a “wrapper” around the Documentum DFC
MQ Series-based communication Java “proxy” available for applications Client interfaces
– MQ Series / XML– Java objects
Services provided by EDMS
AddCustomFolder AddFolder AddDocument CheckInDocument CopyDocument CopyMoveFolderAllVersions CopyMoveDocListAllVersions DeleteDocument GetCurrentDocument
GetDocument GetDocumentList GetDocumentListQuery ModifyFolderAccess UndoCheckOut UpdateAttributes UpdateAttributesQuery
<AddDocumentRequest nml-type="Structure" nml-version="001">. . . . . . <OperatorNam nml-type="String">di_monitor</OperatorNam><DocTypeTxt nml-type="String">di_correspondence</DocTypeTxt><CreateFolderInd nml-type="String">Y</CreateFolderInd><FolderPathNam nml-type="String">/DI BENEFITS/CASE/0000877388</FolderPathNam>. . . . . .<Attributes nml-type="Array"> <object_name nml-length="10" nml-type="String">Preliminary
Notice</object_name> <di_title nml-length="10" nml-type="String">Preliminary Notice</di_title> <authors nml-length="10" nml-type="String">Sachin</authors> <dept_div_cde nml-length="10" nml-type="String">DIB</dept_div_cde> <di_doc_status_cde nml-length="10" nml-type="Number">1</di_doc_status_cde> <case_num nml-length="10" nml-type="String">0000877388</case_num> <online_doc_ind nml-length="10" nml-type="Number">1</online_doc_ind> <significant_ind nml-length="10" nml-type="Number">0</significant_ind> <doc_type_cde nml-length="10" nml-type="Number">4</doc_type_cde> <commun_mode nml-length="10" nml-type="Number">0</commun_mode> <intrnl_pro_doc_ind nml-length="10"
nml-type="Number">1</intrnl_pro_doc_ind> <owner_create_dte nml-dateformat="MMDDYYWithSlash" nml-
type="Date">05/14/2004 09:28:04:349</owner_create_dte> <prim_doc_catg_cde nml-length="10" nml-type="Number">1</prim_doc_catg_cde></Attributes><ACLNam nml-type="String"></ACLNam></AddDocumentRequest>
<GetCurrentDocumentRequest nml-type="Structure" nml-version="001">
. . . . . .<OperatorNam nml-type="String">lep03</OperatorNam><FolderPathNam nml-type="String">/New
Business/Policy/</FolderPathNam><DocumentId
nml-type="String">090060ed801011fc</DocumentId><DocTypeTxt nml-type="String"> nb_document
</DocTypeTxt><URI
nml-type="String">file://NAS/directory/data/nb/view/Personal_History_Interview_08_27_2004_15_07_22_zIYvk9sP6_ZhSJNQvBYDXkI_1093961689360.pdf</URI>
. . . . . . .<DocCheckOutInd
nml-type="String">N</DocCheckOutInd></GetCurrentDocumentRequest>
Enterprise Document Management Service – Technical Design
Enterprise frameworks and class libraries – Written in Java for use within Northwestern
Mutual business application software– Core frameworks and libraries provide:
• base data types• string utilities• file utilities• XML parser• data structure framework for mapping objects to
strings/XML• application logging/tracing facilities• application .ini framework classes
– Object-oriented abstraction of queue-based messaging systems (MQ Series)
Enterprise Document Management Service – Technical Design
Customized dm_check_password to support single sign-on
Run multiple JVM instances of the service – Multi-threaded– Runs from Network Appliance's Filer which
is mounted on multiple servers Two different methods of execution:
– Online access– Batch processing
• Instance is tuned for large batch processing of documents
• Does not interfere with online performance• Does not wait for reply
Document Management System Retriever
Application Document ListThis screen displays all the documents associated with an application. The search feature can be used to fetch documents for a specific policy number, insured name, etc..
Benefits
Lower costs for DFC upgrades / changes
Insulates project / support teams from DFC knowledge
Lower development costs for future projects
Isolates Documentum code and infrastructure from client applications– EDMS is fairly portable
Lessons Learned
Aggressive approach when considering our Documentum experience– Tried to run before we knew how to walk
Performance tuning– Created indexes– Modified client connections– Separated batch processing
Managing shared infrastructure Manage DFC versions better Maintaining dm_check_password
Next steps
Support upgrade of Content Server to 5.2.5 SP2
Upgrade to DFC 5.2.5 SP2 Support migration of Content Server to
AIX / DB2 Maintain performance Enhancements
– XML processing– Session pooling– Remove application / Docbase references
Other Documentum Solutions at Northwestern Mutual
Enterprise Resource Library– Managing large manuals in XML format presented
through FAST’s (formerly NextPage’s) NXT web publishing solution
Trust Services– Office document management (Word, Excel,
PowerPoint, Images) with Documentum Desktop Private Placements
– Imaging (InputAccel) deal documentation for online reference
Customer Identification Program (CIP)– Compliance solution storing XML content on Network
Appliance’s SnapLock (WORM) technology– Utilizes EDMS Service
Payroll– Imaging (QuickScan Pro) employee payroll
documentation
Organization
Enterprise Content Management Competency Center
Content Management Infrastructure Team
Engineering Competency Center
Summary
Decided to “wrap” the DFC to insolate applications
Supports single sign-on Upgrades of DFC more manageable Costs for future Documentum projects
have been reduced
Questions
Michael Grimes
Northwestern Mutual - I.S. Consultant
Voice: (414) 665-5095
E-Mail: MichaelGrimes@NorthwesternMutual.com
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