Northwestern Mutual: Providing Content Services to the Enterprise

1
Northwestern Mutual Providing Content Services
to the Enterprise

• Michael Grimes
• I.S. Consultant
• Enterprise Content Management
• Competency Center

2
Agenda

• Background
• Challenge
• Solution options
• Enterprise Document Management Service
• Benefits
• Lessons Learned
• Next steps
• Other Documentum Solutions at Northwestern Mutual
• Questions

3
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

4
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

5
Challenge

• Entering 2003, Northwestern Mutual had only
  implemented a couple of Documentum solutions
• Documentum Desktop interface
• Captiva Softwares 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!

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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

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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

8
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

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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

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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

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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

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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

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Services provided by EDMS

• GetDocument
• GetDocumentList
• GetDocumentListQuery
• ModifyFolderAccess
• UndoCheckOut
• UpdateAttributes
• UpdateAttributesQuery

• AddCustomFolder
• AddFolder
• AddDocument
• CheckInDocument
• CopyDocument
• CopyMoveFolderAllVersions
• CopyMoveDocListAllVersions
• DeleteDocument
• GetCurrentDocument

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• ltAddDocumentRequest nml-type"Structure"
  nml-version"001"gt
• . . . . . .
• ltOperatorNam nml-type"String"gtdi_monitorlt/Operato
  rNamgt
• ltDocTypeTxt nml-type"String"gtdi_correspondencelt/D
  ocTypeTxtgt
• ltCreateFolderInd nml-type"String"gtYlt/CreateFolder
  Indgt
• ltFolderPathNam nml-type"String"gt/DI
  BENEFITS/CASE/0000877388lt/FolderPathNamgt
• . . . . . .
• ltAttributes nml-type"Array"gt
• ltobject_name nml-length"10" nml-type"String"gtP
  reliminary Noticelt/object_namegt
• ltdi_title nml-length"10" nml-type"String"gtPrel
  iminary Noticelt/di_titlegt
• ltauthors nml-length"10" nml-type"String"gtSachi
  nlt/authorsgt
• ltdept_div_cde nml-length"10"
  nml-type"String"gtDIBlt/dept_div_cdegt
• ltdi_doc_status_cde nml-length"10"
  nml-type"Number"gt1lt/di_doc_status_cdegt
• ltcase_num nml-length"10" nml-type"String"gt0000
  877388lt/case_numgt
• ltonline_doc_ind nml-length"10"
  nml-type"Number"gt1lt/online_doc_indgt
• ltsignificant_ind nml-length"10"
  nml-type"Number"gt0lt/significant_indgt
• ltdoc_type_cde nml-length"10"
  nml-type"Number"gt4lt/doc_type_cdegt
• ltcommun_mode nml-length"10" nml-type"Number"gt0
  lt/commun_modegt
• ltintrnl_pro_doc_ind nml-length"10"
  nml-type"Number"gt1lt/intrnl_pro_doc_indgt

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• ltGetCurrentDocumentRequest nml-type"Structure"
  nml-version"001"gt
• . . . . . .
• ltOperatorNam nml-type"String"gtlep03lt/OperatorNamgt
  
• ltFolderPathNam nml-type"String"gt/New
  Business/Policy/lt/FolderPathNamgt
• ltDocumentId nml-type"String"gt090060ed801011fclt/Do
  cumentIdgt
• ltDocTypeTxt nml-type"String"gt nb_document
  lt/DocTypeTxtgt
• ltURI nml-type"String"gtfile//NAS/directory/data/n
  b/view/Personal_History_Interview_08_27_2004_15_07
  _22_zIYvk9sP6_ZhSJNQvBYDXkI_1093961689360.pdflt/URI
  gt
• . . . . . . .
• ltDocCheckOutInd nml-type"String"gtNlt/DocCheckOutIn
  dgt
• lt/GetCurrentDocumentRequestgt

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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)

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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

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Document Management System Retriever
Application Document List This 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..
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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

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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

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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

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Other Documentum Solutions at Northwestern Mutual

• Enterprise Resource Library
• Managing large manuals in XML format presented
  through FASTs (formerly NextPages) 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 Appliances SnapLock (WORM) technology
• Utilizes EDMS Service
• Payroll
• Imaging (QuickScan Pro) employee payroll
  documentation

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Organization

• Enterprise Content Management Competency Center
• Content Management Infrastructure Team
• Engineering Competency Center

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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

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Questions
Michael Grimes Northwestern Mutual - I.S.
Consultant Voice [phone] E-Mail
MichaelGrimes_at_NorthwesternMutual.com