Oceanwide Operations

Oceanwide Operations
June 2015
© 2015 Oceanwide, Inc.
2014 / 2015 at a Glance
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Four 9s of Availability (Oceanwide Private Cloud Only)
Clean SSAE16 Audit
Successful Annual Disaster Recovery Test
Upgraded Service Level Agreement
New Partners & Tech:
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2
On Premise Compliance Scanning - Lexis Nexis
Single Sign on - Ping
eSignature - Silanis
Build & Deployment Automation
Encryption at Rest
Enhanced Issue Response – VictorOps
Dual Factor Authentication
© 2015 Oceanwide, Inc.
2015 / 2016 Plans
• Planned for 2015 / 2016
– Storage, Hypervisor, OS, SQL Upgrades
– Address Lookup and Geo Coding - Pitney Bowes
– Integrated SQL Monitoring - App Dynamics
– Real User Monitoring - App Dynamics
– Edge & Replication Firewall Layer Upgrade
– Expanded Encryption at Rest
– Expanded Dual Factor Authentication
– Enhanced DOS Protection
3
© 2015 Oceanwide, Inc.
New Service Level Agreement
Service Levels
Current SLA
New SLA
Availability Target
99.9%
99.99%
Credit Threshold
99%
20 outage hours/quarter
99.9%
3 outage hours/quarter
Outage Hours
20 – 30
31 – 50
> 51
Outage Hours
3 – 11
11 – 22
> 22
Material Breach Service Level
-
< 95% Availability
Browser Support
-
Current version & 1 previous
Productivity Apps Support
-
Current version & 1 previous
Credit Levels:
5%
10%
15%
(MS Word & Excel for Windows)
Disaster Recovery
Current SLA
New SLA
Recovery Time Objective
24hrs
4hrs
Recovery Point Objective
24hrs
5mins
4
© 2015 Oceanwide, Inc.
Genoa Availability by Quarter
100.000%
100.000%
100.000%
100.000%
100.000%
100.000%
100.000%
99.986%
99.953%
99.988%
99.941%
99.937%
99.927%
99.900%
99.871%
99.800%
99.700%
99.659%
99.600%
99.569%
Genoa Availability
Including Compliance Failures
99.526%
99.500%
Q1 2012
5
Q2 2012
Q3 2012
Q4 2012
Q1 2013
Q2 2013
Q3 2013
Q4 2013
Q1 2014
Q2 2014
Q3 2014
Q4 2014
Q1 2015
© 2015 Oceanwide, Inc.
Genoa Availability: Performance Against Targets
100.000%
100%
99.99%
99.99%
99.99%
99.980%
99.980%
99.970%
Availability %
99.960%
99.950%
99.940%
99.920%
Target
Actual
99.9%
99.900%
2012
2013
2014
2015
Year
6
© 2015 Oceanwide, Inc.
Bridge Availability by Quarter
100.000%
100.000%
100.000%
100.000%
100.000%
99.974%
99.986%
99.927%
99.900%
99.895%
99.897%
99.872%
99.867%
99.800%
99.700%
99.600%
99.579%
Bridge Availability
Including Compliance Failures
99.500%
Q1 2013
7
Q2 2013
Q3 2013
Q4 2013
Q1 2014
Q2 2014
Q3 2014
Q4 2014
Q1 2015
© 2015 Oceanwide, Inc.
Bridge Availability: Performance Against Targets
100.00%
99.990%
99.99%
99.980%
99.970%
99.970%
Availability %
99.96%
99.950%
99.930%
Target
Actual
99.910%
99.90%
99.890%
2013
2014
2015
Year
8
© 2015 Oceanwide, Inc.
Maintenance
• Usage Summary:
– Half of available maintenance windows used
– Average of 5hrs of maintenance per window
used
• Annual DR test was the only interruption to Genoa
during Saturday retail hours
• Genoa & Integration releases moved
inside of weekly Maintenance window
9
© 2015 Oceanwide, Inc.
Browsers
• Oceanwide browser support strategy:
• Current browser version within 3 months of GA
and
• One previous browser version
• Continued beta testing for Chrome and Firefox
• Preparations are underway to add Microsoft
Edge to the Oceanwide supported browser list
10
© 2015 Oceanwide, Inc.
IE & January 12th 2016
• Internet Explorer - Support Changes:
“Beginning January 12, 2016, only the most current
version of Internet Explorer available for a supported
operating system will receive technical support and
security updates, as shown in the table below”
Desktop Operating System
Internet Explorer Version
Windows Vista SP2
Internet Explorer 9
Windows 7 SP1
Internet Explorer 11
Windows 8.1 Update
Internet Explorer 11
11
© 2015 Oceanwide, Inc.
Genoa Browser Usage
6% 2%
IE
17%
Chrome
Firefox
75%
12
Other
© 2015 Oceanwide, Inc.
Genoa Browser Usage: IE Breakdown
8%
32%
18%
IE9
IE8
IE7
IE11
19%
IE10
23%
13
© 2015 Oceanwide, Inc.
Bridge Browser Usage
2% 1%
3%
22%
72%
14
IE
Chrome
Firefox
Safari
Other
© 2015 Oceanwide, Inc.
Bridge Browser Usage: IE Breakdown
11%
IE9
12%
IE8
48%
12%
IE10
IE7
IE11
17%
15
© 2015 Oceanwide, Inc.
Organizational Growth
16
© 2015 Oceanwide, Inc.
Organizational Growth
17
© 2015 Oceanwide, Inc.
Organizational Growth
18
© 2015 Oceanwide, Inc.
Organizational Growth
19
© 2015 Oceanwide, Inc.
Customer Support Highlights
10,036 Support Cases opened by 5455 users
• Access Issue: 44%
7%
• New User Creation: 14%
8%
• Training Request: 13%
44%
10%
Case Stats:
13%
• 53% from North America
14%
• 80% by email
• 65% during North American business hours
• 92% resolved by Customer Support group
• 75% resolved on first customer contact
20
Access Issue
User set up
Training Issues:
Application
Authorized and
non-authorized
requests
Application
Issues
Information
Request
© 2013
2015 Oceanwide, Inc.
Interface Overview
Standard Interfaces
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Ping Federate
Silanis eSign Live
Lexis Nexis
Fairplay
Informa
Salesforce
XE
Moneris
Cybersource
55 Live Integrations
Premium Booking
Invoicing 5%
Data
Warehousing
24%
6%
3rd Party Vendor
6%
Data Warehousing
Policy
Reservations
8%
Claims
Shipment
Reservations
3rd Party Vendor
Shipment
16%
Policy
19%
Standard Services
• Genoa & Bridge Public Web Services
• Bridge Connect
• Oceanwide Data Sync
Invoicing
Premium Booking
Claims
16%
• 12 new integrations, 17% growth in transaction volume
• 36% Batch / 48% Synchronous / 16% Asynchronous
21
© 2013
2015 Oceanwide, Inc.
Public Web Service Performance
20
18
16
14
S 12
E
C
O 10
N
D
S 8
ShipmentWS
PolicyQueryWS
InvoiceQueryWS
BridgePolicyWS
6
4
2
0
2014 Q1
22
2014 Q2
2014 Q3
2014 Q4
2015 Q1
© 2013
2015 Oceanwide, Inc.
Policy Decisions
Interfaces “Out of the Box” :
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Address verification (Cedyne; Pitney Bowes)
Geocoding (Cedyne; Pitney Bowes)
CLUE (LexisNexis)
MVR (LexisNexis)
Agency Upload/Download (NxTech)
Business Credit Reports (D&B)
Credit Reports (Various)
Property Value Estimation (MSB)
Mapping
Regulatory Compliance (ISO, NCCI, AAIS)
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VIN (Price Digest)
DMV/ALIRTS (Lexis Nexis)
Business asset valuation
CAT Management
Comparative Rating (Personal Lines)
Loss History (Experience Rating;
Underwriting)
Public Fire Protection (City DB)
Sinkhole Risk
Rules/code lookups (CLM, SIC, NAIC, etc.)
OFAC
Research is currently under way to identify additional data sources for Commercial &
Personal Lines.
CONFIDENTIAL
AND
PROPRIETARY.
Copyright
© 2014
Insurity,
Inc.Inc.
All All
rights
reserved.
CONFIDENTIAL
AND
PROPRIETARY.
Copyright
© 2014
Insurity,
rights
reserved.
23
Insurance Enterprise View (IEV)
Adapters
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Policy Decisions
Billing Decisions
Claims Decisions
CedeRite (Reinsurance)
Accelerators
(code components that accelerate integration, since the target data structures change from
implementation to implementation):
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1099
Claims Administration
(GW ClaimCenter)
Claims TPA’s (Crawford)
CLUE
DMV
General Ledger
(Freedom, Oracle)
ISO
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ISO Claim Search
ISO UNITStat
ISO WCTRP
ISO WCPOLS
MACAR
ODEN
OFAC
Premium Accounting
CONFIDENTIAL
AND
PROPRIETARY.
Copyright
© 2014
Insurity,
Inc.Inc.
All All
rights
reserved.
CONFIDENTIAL
AND
PROPRIETARY.
Copyright
© 2014
Insurity,
rights
reserved.
•
•
•
State Specific Accelerators:
• CA Annual CSS
• KY WK ISR
WCStats
WINS
(Policy, Billing, Claims,
Reinsurance, & Data)
24
Claims
INTEGRATION TYPE
Medical Bill
Medical Protocol
Auto Salvage Valuation
Medical Protocols
Medicare Compliance
Medicare Compliance
Medical Compliance
Geo
Geo
Claim analytics?
Claims Estimating
Glass Claims
Real Estate
Legal Bill
Telematics
Telematics
Medical
Police Reports
Fraud
TPA
Eligibility
Agency Upload/Download
Business Credit Reports
Business Credit Reports
3RD PARTY SOURCES
Mitchell
TechHealth
CoPart
Presley Reed
Crowe Paradis
Gould & Lamb
Walters Kluwer
GoogleMaps
BingMaps
CCC
Xactware
Safelite
Marshall & Swift / Boeckh (MSB)
TyMetrix
Teletrac (Fleet)
OmniTrack (Fleet)
ISO Claim Search - heartbeat
LexisNexis Police Reports
ISO Claim Search
Universal TPA
Policy Verification vie IEV
Can interface with AMS/Applied
and other agency management
systems. (NxTech)
LexisNexis
D&B
INTEGRATION TYPE
3RD PARTY SOURCES
Credit Reports
Credit Reports
Credit Reports
Credit Reports
Estimation
LexisNexis
Experian (access to)
TransUnion (access to)
Equifax (access to)
Marshall Swift Boeckh
Office of Foreign Assets Control
(OFAC)
LexisNexis (Bridger)
Office of Foreign Assets Control
(OFAC)
Bridger
Regulatory Compliance
Regulatory Compliance
Regulatory Compliance
Regulatory Compliance
Regulatory Compliance
VIN
VIN
VIN
VIN
Business asset valuation
Comparative Rating
Comparative Rating
Loss History
Loss History
Loss History
Public Fire Protection
ISO
NCCI
Independnt Bureaus
AAIS
LexisNexis (DMV ALIRTS)
Penton
Polk
ISO(Verification and Data)
LN - data prefill
Marshall Swift Boeckh
InsurQuote
Others for Personal Lines
LexisNexis
Proprietary Databases
Non-Insurity Claims Systems
ISO
Other (please describe in
comments)
ODEN (Legal Notices)
CONFIDENTIAL
AND
PROPRIETARY.
Copyright
© 2014
Insurity,
Inc.Inc.
All All
rights
reserved.
CONFIDENTIAL
AND
PROPRIETARY.
Copyright
© 2014
Insurity,
rights
reserved.
INTEGRATION TYPE
Address verification
Address verification
Geocoding
Geocoding
CLUE
MVR
Prefill
Prefill
Prefill
Mapping
Catastrophe Risk Management
Sinkhole Risk
Real Estate
Other (please describe in
comments)
Banking
Banking
General Ledger
Check Print Extract
3RD PARTY SOURCES
Cdyne
Pitney Bowes
Cdyne
Pitney Bowes
LexisNexis (Personal Lines CLUE)
LexisNexis (MVR)
LexisNexis
ISO
NCCI
iMap
Yes – was done for Maiden Re –
don’t remember solution name
RiskMeter
No
LexisNexis (Attract)
Banks ACH interface
Recurring Credit Card Web
Services
Freedom
All 3rd Partys (refund and
disbursement)
ODEN (Legal Notices)
IVR
Portals
Third Party
25