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Measuring user interactions in FS-CM

Authors:  E.Klenner and D. Troltenier 

Abstract: SAP’s Claims Management (FS-CM) is a mature and versatile  solution that has been implemented by many customers all over the world.  FS-CM covers the complete claims management process from the First Notice of Loss to subrogation.  In this article we describe a method for how a customer can fine-tune their claims processing by collecting detailed information on their individual users’ system interactions.  Gathering this information enables a carrier to analyze their processes in order to, for example, optimize UI screens for specific LOBs/user roles, detect fraud, and perform user performance and processing cost analysis.  In this article we use Xcelsius for a simple demo of how information could be visualized.

1 Introduction

FS-CM is SAP’s claims management solution that is used by many customers around the world and covers a wide range of functionality. It provides screens for many different user roles (e.g. data entry assistants, claims adjusters of various degrees of specialization and seniority, claims managers, legal experts).  In addition, customers can configure new screens and screen sequences to meet their specific needs. In summary, there can be a large number of screens to meet the requirements of variety of different user roles and lines of business (LOB). In order to gain insight in the efficiency of these screens, one needs to be able to quantify the UI interaction. For example, it could be useful to know: how long it takes a senior claims  adjuster to approve a payment,  to which screens a user navigates and in which sequence, which user viewed which claim at which time, or how long a transaction took for a certain LOB

In this article we describe a tool that can provide all this information. It gathers information of how the user population interacts with the FS-CM UI. This information is accumulated in a data base table for subsequent analysis, in reports or analysis tools like Xcelsius.  The new functionality described in this article is intended to be added as modification-free custom development and is not being delivered via EhP.   

2 How and what data are gathered

FS-CM uses the Business Data Toolset as a framework for the dialog processing. One characteristic of this framework are its events which are triggered in certain situations, including: a)     PAI (Process after input): Triggered each time a user selects Enter or selects a button on the screenb)    PBO (Process before output): Triggered each time before a screen is being displayed or refreshed,c)     FCODE (Function code): Triggered each time the user selects a button or, in some cases, selects a field from a dropdown list box.  

There are numerous other events which can also be found here.  At each of the events the screen information is being retrieved and stored, together with a time stamp and user ID, in a customer DB table (see picture below):  

 

 

Figure 1: Storing claims processing screen information in a central DB table

 

The term “screen information” includes BDT data like screen sequence, screen,  screen section or view, the contents of the individual fields, the action (e.g. button) selected by the user or general information about the claim itself like processing type, LOB or similar.

 

3 Technical Implementation

Function group ICL_CLAIM_METRICS

– ICL_CLAIM_METRICS_DSAVE (called via BAdI ICL_CLAIM_UPDATE implementation ZICL_CLAIM_METRICS) 
– ICL_CLAIM_METRICS_FCODE (registered in BDT event customizing)
– ICL_CLAIM_METRICS_ISDAT (registered in BDT event customizing) 
– ICL_CLAIM_METRICS_POPAI (registered in BDT event customizing)
– ICL_CLAIM_METRICS_UPDATE (called from ICL_CLAIM_METRICS_DSAVE) 

Classes

– CL_ICL_METRICS_RTM (activate/deactivate metrics collection via transaction SRTM)
– CL_ICL_CLAIM_METRICS_DATA (structure of the collected data)
– CL_ICL_CLAIM_METRICS_AL (supply data to run time monitor SRTM)
– CL_ICL_CLAIM_METRICS_UPDATE (implementing class for enhancement spot ICL_CLAIM_METRICS -> BAdI ICL_CLAIM_UPDATE) 

Installation on an EhP3 (or higher) Insurance System

  1. Create a package ICL_SAP_INTERNAL with software component LOCAL (i.e. no transport)
  2. Import the SAPLINK nugget CLAIM_METRICS.NUGG into the system and activate the objects (download the .txt file and rename it to .nugg). As it is not possible to attach text files to this blog, please contact Emanuel.Klenner@sap,con to receive the SAPLINK file.  
  3. Create an implementation for BAdI ICL_CLAIM_UPDATE (e.g. ZICL_CLAIM_UPDATE)
    Implementing class for the BAdI is CL_ICL_CLAIM_METRICS_UPDATE which is included in the nugget
  4. Go to the BDT event customizing -> ICLWM -> Control -> Events -> BDT events
  5. Register the function module ICL_CLAIM_METRICS_FCODE as the very first function for event FCODE
  6. Register the function module ICL_CLAIM_METRICS_ISDAT for the ISDAT event
  7. Go to the BDT event customizing -> ICLWM -> Control -> Events -> ICL events
  8. Register the function module ICL_CLAIM_METRICS_POPAI for the POPAI event
  9. Goto transaction SRTM -> Maintain Tests -> Test Object CL_ICL_METRICS_RTM
    Choose Definition -> Display
    Switch to change mode and change to Test Actv in the Activation section
  10. Create and change some claims
  11. Run report RICL_CLAIM_METRICS to display the statistics

Disclaimer: There is no warranty or support for the objects in the nugget. These objects will not be delivered by SAP and after installation you are responsible for them.   

4 Benefit of data analysis

In this chapter we describe possible business benefits resulting from using the tool:

1) UI optimization:
– Screen/field location optimization: E.g. One can easily find out which screens/fields are rarely/never used and, hence, should be in a different location or dropped altogether?  This can be specified by user role and/or LOB to configure the screens accordingly.
– Is the users’ navigation from screen to screen efficient and process-compliant?  Are there any training needs to ensure a more cost-effective processing?
–  What is the average time to pick up a newly assigned task? How much time does a senior claims adjuster take to approve a payment? 

2) Process standardization and optimization:
– Measure, simplify and then potentially automate standard processes (e.g. 1-payment in auto collision claim)
–  Provide benchmarks for standard claims processes like making a payment or setting a reserve, and compare users and LOBs.  

3) Cost analysis:
– What are the actual claims processing costs per policy/LOB?  Besides rate determination (-> underwriting), this information can also be used for cost accounting (-> controlling).  

4) Fraud detection and activity monitoring:        
– The tool enables an easy way to record and monitor all claims activities, i.e. information like who viewed which screen at which time. This information can be helpful in fraud detection and prevention.

5 Simple examples for data visualization

Two screenshots from the output of report RICL_CLAIM_METRICS

 

 

 

 

 

 

Simple Xcelsius application to visualize some of the report data:

6 Summary

In this article we presented a tool to gather data UI interactions in the FS-CM module. The functionality requires some custom development (no modifications) which we believe will take an experienced ABAP-developer only a few days to complete.  If you have questions, please contact  Emanuel.Klenner@sap.com or Dirk.Troltenier@sap.com directly.

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