orchestrating innovation, value and outcomes for your customers and business (pex 2015)

2. 2014 DST Systems, Inc. All rights reserved.22 The enclosed materials are highly sensitive, proprietary and confidential. Please use every effort to safeguard the confidentiality of these materials. Please do not copy, distribute, use, share or otherwise provide access to these materials to any person inside or outside DST Systems, Inc. without prior written approval. This proprietary, confidential presentation is for general informational purposes only and does not constitute an agreement. By making this presentation available to you, we are not granting any express or implied rights or licenses under any intellectual property right. If we permit your printing, copying or transmitting of content in this presentation, it is under a non-exclusive, non-transferable, limited license, and you must include or refer to the copyright notice contained in this document. You may not create derivative works of this presentation or its content without our prior written permission. Any reference in this presentation to another entity or its products or services is provided for convenience only and does not constitute an offer to sell, or the solicitation of an offer to buy, any products or services offered by such entity, nor does such reference constitute our endorsement, referral, or recommendation. Our trademarks and service marks and those of third parties used in this presentation are the property of their respective owners. Disclaimer The enclosed materials are highly sensitive, proprietary and confidential. Please use every effort to safeguard the confidentiality of these materials. Please do not copy, distribute, use, share or otherwise provide access to these materials to any person inside or outside DST Systems, Inc. without prior written approval. This proprietary, confidential presentation is for general informational purposes only and does not constitute an agreement. By making this presentation available to you, we are not granting any express or implied rights or licenses under any intellectual property right. If we permit your printing, copying or transmitting of content in this presentation, it is under a non-exclusive, non-transferable, limited license, and you must include or refer to the copyright notice contained in this document. You may not create derivative works of this presentation or its content without our prior written permission. Any reference in this presentation to another entity or its products or services is provided for convenience only and does not constitute an offer to sell, or the solicitation of an offer to buy, any products or services offered by such entity, nor does such reference constitute our endorsement, referral, or recommendation. Our trademarks and service marks and those of third parties used in this presentation are the property of their respective owners. Disclaimer

4. 2014 DST Systems, Inc. All rights reserved.44 Offering insurance since 1868, Pacific Life provides a wide range of insurance products, annuities, and mutual funds, and offers a variety of investment products and services to individuals, businesses, and pension plans.

8. 2014 DST Systems, Inc. All rights reserved.88 Innovation Process Problem Identification What do we need to change? What is the desired end state? Road Blocks What are the things that need to be fixed? What perceptions are you trying to overcome? Is there a broader problem? Analyze What things can we do to overcome the road blocks? What does the intended audience expect in the solution? Prototype Is the solution having the desired effect? Where can we exceed expectations? Can a technology shift improve the solution?

10. 2014 DST Systems, Inc. All rights reserved.1010 Roadblocks A topic that no one wants to discuss Life insurance can be complicated Everything is on paper Fill out a really long application Talk about your medical history 4-6 weeks to underwrite Mobile is Cool The future of life insurance is being sold by someone new

11. 2014 DST Systems, Inc. All rights reserved.1111 Analyze Expand into additional life insurance markets New products New financial advisers New tools to perform business anywhere Faster and more transparent processing of life insurance applications Improved internet presence Leverage technology back into the enterprise

12. 2014 DST Systems, Inc. All rights reserved.1212 Prototype Build multiple prototypes Iterate on functionality/process Iterate on user experience Iterate on the combined process/experience prototypes Analyze versions of the prototype by Letting your colleagues try it out Run it by potential partners Focus groups with target audience Perform proof of concepts on new technologies being adopted Build Prototype Get Feedback Analyze Again

14. 2014 DST Systems, Inc. All rights reserved.1414 BPM is at the Center of Innovation BPM is at the center of all solution. Integrates with every system Provides a complete view of all transactions BPM must be ready to support innovative projects Improvements to your BPM capability drives down costs To make BPM successful, there are some best practices that help innovation succeed BPM CRM Portal Image Acquisition Images Repository Admin Systems Correspondence Generation

15. 2014 DST Systems, Inc. All rights reserved.1515 Keep Users in BPM Definition Keep users inside of their line of business application so they are not switching between applications Traditional Method Users must navigate multiple applications to perform job duties. Second searches and double entry of data is often required. Challenges Slows down productivity Increased training costs Increased need to quality review work Innovative Method Use API, iframes, and deep links to embed data and access applications Benefits Simpler and better experience Reduced processing errors CRM API Admin Accounting deep links iframe

16. 2014 DST Systems, Inc. All rights reserved.1616 Definition Gradual adoption of business workarounds into processes flow Traditional Method Identify all exceptions ahead of time and build them into the flow Challenges Must find all exceptions upfront Restrictions may prevent business workarounds for missed exceptions Innovative Method Build the most common and painful exception into the workflow after going live Benefits Solution is delivered quicker Flexibility to deal with unknown Frequent exceptions that are formalized can be accurately reported. Formalization of Exceptions Correct Adjust Correct

17. 2014 DST Systems, Inc. All rights reserved.1717 Process Synchronization Definition The ability for process flows to react to and wait for other process status changes. Traditional Method People watch for work and manually synchronize process (trolling). Challenges Labor intensive Error Prone Time spent is not easily measured Innovative Method Processes automatically advance to next step based upon changes to state of other processes. Benefits Reduced processing times Nothing gets lost Reduced labor Parent Case Waiting for A Child Type A Child Type D Child Type A Child Type B Waiting for B Waiting for C

18. 2014 DST Systems, Inc. All rights reserved.1818 Business Events Definition Notifies other systems and people of changes in status of a piece of work Traditional Method Scan for changes in data store or use database triggers Challenges Business intent is lost IT must identify and maintain triggers Innovative Method Add events to business process to trigger an event Benefits Intent is clear since event is in process model Business can control location of event by modifying BPM IT still maintain subscriptions. Publish Event Topic System A Text or Email Process Flow

19. 2014 DST Systems, Inc. All rights reserved.1919 Common Tools/Integration Definition Build tools and integrations that cross business areas Traditional Method Build custom tools for each business area. Each group get exactly what they want Challenges Increased development and maintenance Varying levels of functionality available to different groups Innovative Method Build tools and integrations that are configurable and common across all teams Benefits Simplified support and reduced testing since there are less versions All areas benefit when a new tool or integration is added. Search CRM Search Image Archives Business Events Data Export Rules Engine Transaction Sync Revisable Documents BPM

20. 2014 DST Systems, Inc. All rights reserved.2020 Cookbook Definition A set of methodologies for solving common BPM problems Traditional Method Each project goes through an analysis to figure out how to model process. Challenges Lack of consistencies between process models Increased training Increased maintenance Longer delivery of project Innovative Method Have a set of patterns to model different types of work for teams to choose from (not invent) Benefits Solution is delivered quicker Reporting teams have easier time building dashboards.

21. 2014 DST Systems, Inc. All rights reserved.2121 Results By combining innovation with BPM best practices, Pacific Life has seen the following benefits: Improved delivery time Reduced maintenance Improved processing productivity (time and accuracy) Improved ability to measure and report on transactional performance BPM Innovation Common Tools Cookbook Formalized Exceptions Business Events Single UI Process Synchronization

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