从数月到数分钟：VA 利用自动化加速福利服务
公司规模
Large Corporate
地区
- America
国家
- United States
产品
- Camunda Platform
- Camunda Operate
- Benefits Integration Platform (BIP)
技术栈
- Java
- Spring
- REST
- Oracle
实施规模
- Enterprise-wide Deployment
影响指标
- Productivity Improvements
- Customer Satisfaction
技术
- 平台即服务 (PaaS) - 应用开发平台
适用行业
- 国家安全与国防
- 医疗保健和医院
适用功能
- 人力资源
- 商业运营
用例
- 预测性维护
- 数字孪生
- 过程控制与优化
服务
- 软件设计与工程服务
- 系统集成
关于客户
美国退伍军人事务部 (VA) 为近 2200 万美国退伍军人及其家人提供各种福利服务。作为 VA 的一部分，退伍军人福利管理局 (VBA) 提供各种补偿和补充收入福利，如养老金和残疾补助、人寿保险、教育经费（例如《退伍军人权利法案》）、贷款服务等。VA 一直在大力投资数字化转型，以实现技术现代化和替代过时技术，利用行业最佳实践并简化业务流程。然而，由于人工处理、索赔处理人员对专业领域专业知识的要求以及关键知识资源的优先权竞争，VA 面临着索赔积压不断增加的问题。
挑战
由于人工处理、索赔处理人员对专业领域专业知识的需求以及关键知识资源的优先权竞争，美国退伍军人事务部 (VA) 面临着索赔积压问题日益严重。新立法和 COVID-19 疫情等因素使得快速交付解决方案的紧迫性进一步增加。VA 需要一种全新的、高度现代化的解决方案来缩短福利索赔处理时间并清除索赔积压问题。该解决方案需要集成机器学习和业务流程自动化，以加快养老金、抚养和赔偿 (DIC) 以及丧葬索赔的处理速度。
解决方案
VA 与 Booz Allen Hamilton (Booz Allen) 合作，定义了一种解决方案，该解决方案使用 Camunda 平台集成了机器学习和业务流程自动化，以加快养老金、DIC 和丧葬索赔处理速度。该团队使用模型驱动的设计方法，选择使用标准业务流程模型和符号 (BPMN) 对业务流程进行建模，并使用标准决策模型和符号 (DMN) 对业务规则进行建模，以在业务主题专家和 IT 敏捷交付团队之间建立共识。经过全面的市场分析和供应商评估，VA 选择 Camunda 平台作为其流程自动化和微服务编排平台。Scrum 团队首先使用 Camunda 的开源版本快速设计和建模五个不同的流程，涵盖索赔接收、资格确定、索赔开发（收集额外证据）、残疾评级以及奖励生成和授权。
运营影响
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