Camunda Case Studies Months to minutes: VA speeds benefits services with automation

Edit This Case Study Record

	Months to minutes: VA speeds benefits services with automation Camunda

Months to minutes: VA speeds benefits services with automation

Camunda

Technology Category	Application Infrastructure & Middleware - Data Exchange & Integration Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries	Healthcare & Hospitals National Security & Defense
Applicable Functions	Business Operation Human Resources
Use Cases	Digital Twin Predictive Maintenance Process Control & Optimization
Services	Software Design & Engineering Services System Integration
Challenge	The U.S. Department of Veterans Affairs (VA) was facing a growing backlog of claims due to manual processing, specialized domain expertise requirements for claims processors, and competing priorities for key knowledge resources. Factors such as new legislation and the COVID-19 pandemic increased the urgency for a solution that could be delivered quickly. The VA needed a new, highly modern solution to shorten benefits claims processing and clear the claim backlog. The solution needed to integrate machine learning and business process automation to expedite pension, Dependency and Indemnity Compensation (DIC), and burial claims processing. Read More
About Customer	The U.S. Department of Veterans Affairs (VA) provides a variety of benefit services to nearly 22 million U.S. Veterans and their families. As part of VA, the Veterans Benefits Administration (VBA) provides a wide range of compensation and supplemental income benefits such as pensions and disability payments, life insurance, education funding (e.g., the GI Bill), loan services and more. The VA has been investing heavily in digital transformation to modernize and replace outdated technology, take advantage of industry best practices, and streamline business processes. However, the VA was facing a growing backlog of claims due to manual processing, specialized domain expertise requirements for claims processors, and competing priorities for key knowledge resources. Read More
Solution	The VA worked with Booz Allen Hamilton (Booz Allen) to define a solution that integrated machine learning and business process automation using Camunda Platform to expedite pension, DIC, and burial claims processing. The team used a model-driven design approach, opting to model business processes using standard Business Process Model and Notation (BPMN), and business rules using standard Decision Model and Notation (DMN) to establish a common understanding between the business subject matter experts and the IT Agile delivery teams. After a comprehensive market analysis and vendor evaluation, VA selected Camunda Platform as its process automation and microservices orchestration platform. Scrum teams first used Camunda’s open source edition to rapidly design and model five distinct processes covering claims intake, eligibility determination, claim development (collection of additional evidence), disability rating, and awards generation and authorization. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - Data Exchange & Integration

Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Healthcare & Hospitals

National Security & Defense

Applicable Functions

Business Operation

Human Resources

Use Cases

Digital Twin

Predictive Maintenance

Process Control & Optimization

Services

Software Design & Engineering Services

System Integration

Challenge

The U.S. Department of Veterans Affairs (VA) was facing a growing backlog of claims due to manual processing, specialized domain expertise requirements for claims processors, and competing priorities for key knowledge resources. Factors such as new legislation and the COVID-19 pandemic increased the urgency for a solution that could be delivered quickly. The VA needed a new, highly modern solution to shorten benefits claims processing and clear the claim backlog. The solution needed to integrate machine learning and business process automation to expedite pension, Dependency and Indemnity Compensation (DIC), and burial claims processing.

About Customer

The U.S. Department of Veterans Affairs (VA) provides a variety of benefit services to nearly 22 million U.S. Veterans and their families. As part of VA, the Veterans Benefits Administration (VBA) provides a wide range of compensation and supplemental income benefits such as pensions and disability payments, life insurance, education funding (e.g., the GI Bill), loan services and more. The VA has been investing heavily in digital transformation to modernize and replace outdated technology, take advantage of industry best practices, and streamline business processes. However, the VA was facing a growing backlog of claims due to manual processing, specialized domain expertise requirements for claims processors, and competing priorities for key knowledge resources.

Solution

The VA worked with Booz Allen Hamilton (Booz Allen) to define a solution that integrated machine learning and business process automation using Camunda Platform to expedite pension, DIC, and burial claims processing. The team used a model-driven design approach, opting to model business processes using standard Business Process Model and Notation (BPMN), and business rules using standard Decision Model and Notation (DMN) to establish a common understanding between the business subject matter experts and the IT Agile delivery teams. After a comprehensive market analysis and vendor evaluation, VA selected Camunda Platform as its process automation and microservices orchestration platform. Scrum teams first used Camunda’s open source edition to rapidly design and model five distinct processes covering claims intake, eligibility determination, claim development (collection of additional evidence), disability rating, and awards generation and authorization.

Impact #1	Combining Camunda with agile development and DevSecOps saved hundreds of hours of coding.
Impact #2	BPMN and DMN functionality in Camunda enabled rapid prototyping and testing, and full visibility and alignment as to where changes should occur.
Impact #3	The solution has enabled VBA to create executive dashboards and operational reports to provide full control over and visibility into operations, supporting program requirements for troubleshooting, rapid change management, and analytics.

Impact #1

Combining Camunda with agile development and DevSecOps saved hundreds of hours of coding.

Impact #2

BPMN and DMN functionality in Camunda enabled rapid prototyping and testing, and full visibility and alignment as to where changes should occur.

Impact #3

The solution has enabled VBA to create executive dashboards and operational reports to provide full control over and visibility into operations, supporting program requirements for troubleshooting, rapid change management, and analytics.

Benefit #1	Increasing automation rate by more than 65%
Benefit #2	Reduced average claim processing time by over one third
Benefit #3	Time to value less than four months

Benefit #1

Increasing automation rate by more than 65%

Benefit #2

Reduced average claim processing time by over one third

Benefit #3

Time to value less than four months

Download PDF Version

Overview

Months to minutes: VA speeds benefits services with automation

Operational Impact

Quantitative Benefit