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DocCare rolls out mobile document
capture capability to the insurance market
Objective
To let insurance claimants use mobile
devices to capture and submit pro-
cess-ready images of claim forms and
other documents to DocCare for
processing. The chosen solution must:
•	Deliver a simple, easy-to-use mobile
application requiring no consumer
training or expertise
•	Deliver high quality, low overhead
images for data capture and down-
stream processing
•	Enable interactive control of the
customer engagement experience
•	Provide DocCare’s insurance
provider customers with unified
system management, security
management and comprehensive
usage analytics
Proposed Solution
An automated mobile capture App
developed with Spigraph Network and
based on CumulusPro image capture
technology. The system consists of:
•	A consumer-downloadable App –
cAPPture - for both iOS and Android
platforms, plus a web-based solution
for PC-attached scanners
•	An administration suite hosted on
Microsoft Azure cloud services
•	Customised usage analytics and
dashboards
•	Integration with DocCare’s
­customer’s security and client
management systems
Most important advantages
The solution has a number of important
advantages for DocCare:
•	Allows DocCare to stay ahead of
rapidly changing consumer behaviour
•	Extends DocCare’s image quality
control standards out to the end-user
•	Improves OCR data conversion rates
for mobile-captured images from less
than 10% to over 80%
•	Significantly reduces data capture
re-work and document re-submission
costs
•	Very rapid deployment of the com-
plete solution to new DocCare
customers, measured in hours rather
than days or weeks
Case Study | DocCare
“Our partnership with
Spigraph Network
creates simple and
effective solutions to
complex business
problems.”
Johan Scherpenborg,
General Manager, DocCare
Business Context
For over forty years DocCare, a busi-
ness process outsourcing company
based in Tiel, The Netherlands, has
been providing Transaction Document
Processing, Document Archiving and
Digital Mailroom services to its custom-
ers, primarily in the healthcare insur-
ance and local municipality sectors.
On a daily basis DocCare’s 250 staff
will typically process over 150,000
documents which, for their healthcare
insurance customers, consists of in-
surance claim forms, medical informa-
tion, billing documents and any other
correspondence DocCare receives
on behalf of its insurance provider
customers.
Traditionally, all documents received
by mail are prepared by the staff at
Tiel and then captured by high-volume
scanners to create digital images that
are then processed by OCR and docu-
ment classification software to extract
pertinent business data from the doc-
uments. This data, plus the document
images, are then sent on to DocCare’s
healthcare insurance customer for
downstream processing, for example
Accounts Payable.
One of the key factors cotributing to
DocCare’s success has been close
quality control of captured document
images.
High quality images means accurate
data capture from OCR, which in turn
minimises the need for manual inter-
vention to correct data capture errors,
or key entering missing data. Automatic
document classification software also
requires high quality images.
But changes in the way customers cor-
respond with their healthcare providers
began to threaten DocCare’s efficient
business process. Initially, rather than
using surface mail, the spread of Mul-
ti-Function Printers in the home meant
that customers could scan a document
at home and email it in for processing.
Then the rapid adoption of mobile
devices – both phones and tablets – all
armed with cameras provided yet an-
other way for the customer to capture
documents.
These changes in consumer behav-
iour undermined the image quality
control standards that DocCare had
developed over the years and this in
turn began to impact downstream
document processing accuracy, effi-
ciency and costs.
And this was not just a marginal behav-
ioural change – DocCare estimates that
around 40% of customers now prefer to
use their mobile device to capture and
submit documents, and in the ­younger
age groups this figure rises to over
70%. And, critically, OCR conversions
rates for user-generated images can be
as low as 2%!
What could DocCare do to regain con-
trol of image capture quality?
2 | spigraph network
On a daily basis DocCare’s staff will typically
process over 150,000 documents.
Customer
DocCare
Sector
Document Processing, Docu-
ment Archiving and Digital
Mailroom services primarily in
the healthcare insurance and
local municipality sectors.
Domicile
Tiel, The Netherlands
Staff
250
Web
www.doccare.nl
Case Study | DocCare
Solution
For many years Spigraph Network has
been DocCare’s provider of document
capture technology, solutions and
services, including the production
scanners and software used in the Tiel
operations centre.
Considered more of a partner than a
provider, DocCare asked Spigraph
Network if together they could find a
way to extend image quality control out
to the customer’s mobile devices. After
analysing the problem and evaluating
alternative approaches, Spigraph
Network proposed that they work with
Singapore-based CumulusPro, a
provider of cloud-based solutions for
customer engagement and interaction.
They are represented in Europe by
Spigraph Network – in devising a
mobile solution that would enable
consumers to automatically capture
high-quality images with a cus-
tom-designed app that makes use of
all of the “smart” features of today’s
smartphones.
The result is DocCare’s “cAPPture”
app, available for both iOS and
Android mobile platforms, which
features:
•	Document images that are automati-
cally captured when the image is
detected and focused within the
capture area, and then optimised for
seamless back-end processing
•	Two-way communication with the
mobile user to enhance the customer
engagement experience and lowers
operational costs with the ability to
request re-scans, flag wrong
document submissions, etc.
spigraph network | 3
•	Image size substantially reduced to
minimise transmission and storage
requirements, a key feature with
DocCare receiving tens of thousands
of image submissions per day
•	A single, easy-to-use administration
systems, hosted on Microsoft’s
Azure cloud platform, for both the
mobile app and a web-based
alternative for capturing higher-­
volume user documentation from
PC-connected home scanners
•	Additional features include security
enforced by the insurance providers’
own infrastructure; integrated
business analytics, and a per-trans-
action based licensing model
DocCare’s “cAPPture” app, available for both iOS and
Android mobile platforms with many special features.
Case Study | DocCare
Advantages
To realise the benefits from cAPPture
requires the co-operation of DocCare’s
healthcare insurance customers who,
in turn, promote the adoption of the
mobile app by their consumer custom-
ers. For example, DocCare has
deployed the cAPPture solution to one
of its customers, Turien  Co (www.
turien.nl) – one of the largest underwrit-
ers in The Netherlands – who encour-
age their customers to download the
cAPPture app and use it to quickly and
easily submit documents and forms to
Turien, via DocCare, for processing.
Spigraph: 31, Boucle de la Ramée – BP 749 · 38 297 Saint·Quentin·Fallavier Cedex – France | www.spigraph.com | Tel.: +33 (0)4 74 94 62 60 | All the brands and logotypes,
registered or not, are the property of their respective owners. ©2015 Spigraph. All rights reserved. (Case Study | DocCare-06.2015_EN)
“Now when a claimant uses cAPPture
on their mobile device to send a doc-
ument image to our Tiel operations
centre, our OCR conversion rate im-
proves from below 10% to over 80%”
said Johan Scherpenborg, DocCare’s
General Manager.
“This has significant impact not only on
our internal processing costs but also
on the quality of the data we pass on to
the insurance provider, and ultimately
in their customer’s satisfaction with the
overall claim process.”
About DocCare
DocCare delivers efficient integration of both traditional paper and digital
document streams and processes over 150,000 documents per day received
from approximately 8 million citizens on behalf of their clients that include
healthcare insurers, healthcare providers and local municipalities.
www.doccare.nl
About Spigraph Network
Spigraph Network is the leading provider of intelligent scanning, capture and
document process solutions in EMEA. Our robust portfolio includes document
scanners from the world’s leading manufacturers, best-of-breed capture
software and comprehensive services to automate document-driven business
processes. www.spigraph.com
DocCare realises that the world is mov-
ing rapidly from transactions based on
the exchange of physical document to
a multi-channel, multi-media environ-
ment and that existing technologies
and business processes need to be
adapted and extended – right out to
the customer in this case – to meet and
take advantage of the consumer’s
changing behavior and expectations.
Together with their partner Spigraph
Network, DocCare plan to take their
enhanced document management
capabilities, developed with Cumulus-
Pro’s capture technology, into new
markets including generic enterprise
Digital Mailroom services and to over
four hundred local Municipalities in The
Netherlands.
“Spigraph Network is pleased to
partner with DocCare in providing
leading-edge technology and in-
dustry expertise to help address
their document capture needs” said
Wayne Davey, CEO Spigraph Group.
“CumulusPro’s versatile image capture
technology is the perfect foundation
for DocCare to develop their cAPPture
mobile application. With 20+ years’
experience across EMEA in the
document solutions industry, Spigraph
Network is well positioned to support
DocCare’s growth plans and to help
them provide world-class document
processing services to their clients.”
“Our OCR conversion rate improves from below 10 % to over 80 %”
Johan Scherpenborg, DocCare’s General Manager.
Case Study | DocCare
Spigraph Network
Subsidiaries and agencies
Our presence in Europe,
Middle East and Africawww.spigraph.com

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Case_Study_DocCare_EN.PDF

  • 1. DocCare rolls out mobile document capture capability to the insurance market Objective To let insurance claimants use mobile devices to capture and submit pro- cess-ready images of claim forms and other documents to DocCare for processing. The chosen solution must: • Deliver a simple, easy-to-use mobile application requiring no consumer training or expertise • Deliver high quality, low overhead images for data capture and down- stream processing • Enable interactive control of the customer engagement experience • Provide DocCare’s insurance provider customers with unified system management, security management and comprehensive usage analytics Proposed Solution An automated mobile capture App developed with Spigraph Network and based on CumulusPro image capture technology. The system consists of: • A consumer-downloadable App – cAPPture - for both iOS and Android platforms, plus a web-based solution for PC-attached scanners • An administration suite hosted on Microsoft Azure cloud services • Customised usage analytics and dashboards • Integration with DocCare’s ­customer’s security and client management systems Most important advantages The solution has a number of important advantages for DocCare: • Allows DocCare to stay ahead of rapidly changing consumer behaviour • Extends DocCare’s image quality control standards out to the end-user • Improves OCR data conversion rates for mobile-captured images from less than 10% to over 80% • Significantly reduces data capture re-work and document re-submission costs • Very rapid deployment of the com- plete solution to new DocCare customers, measured in hours rather than days or weeks Case Study | DocCare “Our partnership with Spigraph Network creates simple and effective solutions to complex business problems.” Johan Scherpenborg, General Manager, DocCare
  • 2. Business Context For over forty years DocCare, a busi- ness process outsourcing company based in Tiel, The Netherlands, has been providing Transaction Document Processing, Document Archiving and Digital Mailroom services to its custom- ers, primarily in the healthcare insur- ance and local municipality sectors. On a daily basis DocCare’s 250 staff will typically process over 150,000 documents which, for their healthcare insurance customers, consists of in- surance claim forms, medical informa- tion, billing documents and any other correspondence DocCare receives on behalf of its insurance provider customers. Traditionally, all documents received by mail are prepared by the staff at Tiel and then captured by high-volume scanners to create digital images that are then processed by OCR and docu- ment classification software to extract pertinent business data from the doc- uments. This data, plus the document images, are then sent on to DocCare’s healthcare insurance customer for downstream processing, for example Accounts Payable. One of the key factors cotributing to DocCare’s success has been close quality control of captured document images. High quality images means accurate data capture from OCR, which in turn minimises the need for manual inter- vention to correct data capture errors, or key entering missing data. Automatic document classification software also requires high quality images. But changes in the way customers cor- respond with their healthcare providers began to threaten DocCare’s efficient business process. Initially, rather than using surface mail, the spread of Mul- ti-Function Printers in the home meant that customers could scan a document at home and email it in for processing. Then the rapid adoption of mobile devices – both phones and tablets – all armed with cameras provided yet an- other way for the customer to capture documents. These changes in consumer behav- iour undermined the image quality control standards that DocCare had developed over the years and this in turn began to impact downstream document processing accuracy, effi- ciency and costs. And this was not just a marginal behav- ioural change – DocCare estimates that around 40% of customers now prefer to use their mobile device to capture and submit documents, and in the ­younger age groups this figure rises to over 70%. And, critically, OCR conversions rates for user-generated images can be as low as 2%! What could DocCare do to regain con- trol of image capture quality? 2 | spigraph network On a daily basis DocCare’s staff will typically process over 150,000 documents. Customer DocCare Sector Document Processing, Docu- ment Archiving and Digital Mailroom services primarily in the healthcare insurance and local municipality sectors. Domicile Tiel, The Netherlands Staff 250 Web www.doccare.nl Case Study | DocCare
  • 3. Solution For many years Spigraph Network has been DocCare’s provider of document capture technology, solutions and services, including the production scanners and software used in the Tiel operations centre. Considered more of a partner than a provider, DocCare asked Spigraph Network if together they could find a way to extend image quality control out to the customer’s mobile devices. After analysing the problem and evaluating alternative approaches, Spigraph Network proposed that they work with Singapore-based CumulusPro, a provider of cloud-based solutions for customer engagement and interaction. They are represented in Europe by Spigraph Network – in devising a mobile solution that would enable consumers to automatically capture high-quality images with a cus- tom-designed app that makes use of all of the “smart” features of today’s smartphones. The result is DocCare’s “cAPPture” app, available for both iOS and Android mobile platforms, which features: • Document images that are automati- cally captured when the image is detected and focused within the capture area, and then optimised for seamless back-end processing • Two-way communication with the mobile user to enhance the customer engagement experience and lowers operational costs with the ability to request re-scans, flag wrong document submissions, etc. spigraph network | 3 • Image size substantially reduced to minimise transmission and storage requirements, a key feature with DocCare receiving tens of thousands of image submissions per day • A single, easy-to-use administration systems, hosted on Microsoft’s Azure cloud platform, for both the mobile app and a web-based alternative for capturing higher-­ volume user documentation from PC-connected home scanners • Additional features include security enforced by the insurance providers’ own infrastructure; integrated business analytics, and a per-trans- action based licensing model DocCare’s “cAPPture” app, available for both iOS and Android mobile platforms with many special features. Case Study | DocCare
  • 4. Advantages To realise the benefits from cAPPture requires the co-operation of DocCare’s healthcare insurance customers who, in turn, promote the adoption of the mobile app by their consumer custom- ers. For example, DocCare has deployed the cAPPture solution to one of its customers, Turien Co (www. turien.nl) – one of the largest underwrit- ers in The Netherlands – who encour- age their customers to download the cAPPture app and use it to quickly and easily submit documents and forms to Turien, via DocCare, for processing. Spigraph: 31, Boucle de la Ramée – BP 749 · 38 297 Saint·Quentin·Fallavier Cedex – France | www.spigraph.com | Tel.: +33 (0)4 74 94 62 60 | All the brands and logotypes, registered or not, are the property of their respective owners. ©2015 Spigraph. All rights reserved. (Case Study | DocCare-06.2015_EN) “Now when a claimant uses cAPPture on their mobile device to send a doc- ument image to our Tiel operations centre, our OCR conversion rate im- proves from below 10% to over 80%” said Johan Scherpenborg, DocCare’s General Manager. “This has significant impact not only on our internal processing costs but also on the quality of the data we pass on to the insurance provider, and ultimately in their customer’s satisfaction with the overall claim process.” About DocCare DocCare delivers efficient integration of both traditional paper and digital document streams and processes over 150,000 documents per day received from approximately 8 million citizens on behalf of their clients that include healthcare insurers, healthcare providers and local municipalities. www.doccare.nl About Spigraph Network Spigraph Network is the leading provider of intelligent scanning, capture and document process solutions in EMEA. Our robust portfolio includes document scanners from the world’s leading manufacturers, best-of-breed capture software and comprehensive services to automate document-driven business processes. www.spigraph.com DocCare realises that the world is mov- ing rapidly from transactions based on the exchange of physical document to a multi-channel, multi-media environ- ment and that existing technologies and business processes need to be adapted and extended – right out to the customer in this case – to meet and take advantage of the consumer’s changing behavior and expectations. Together with their partner Spigraph Network, DocCare plan to take their enhanced document management capabilities, developed with Cumulus- Pro’s capture technology, into new markets including generic enterprise Digital Mailroom services and to over four hundred local Municipalities in The Netherlands. “Spigraph Network is pleased to partner with DocCare in providing leading-edge technology and in- dustry expertise to help address their document capture needs” said Wayne Davey, CEO Spigraph Group. “CumulusPro’s versatile image capture technology is the perfect foundation for DocCare to develop their cAPPture mobile application. With 20+ years’ experience across EMEA in the document solutions industry, Spigraph Network is well positioned to support DocCare’s growth plans and to help them provide world-class document processing services to their clients.” “Our OCR conversion rate improves from below 10 % to over 80 %” Johan Scherpenborg, DocCare’s General Manager. Case Study | DocCare Spigraph Network Subsidiaries and agencies Our presence in Europe, Middle East and Africawww.spigraph.com