Bupa Arabia
Health insurer improves HR processes with Hyland’s OnBase
The challenge
Bupa Arabia, a leading health insurer and the Middle East’s most valuable insurance brand, has been delivering health cooperative insurance with international standards for individuals, families and the largest companies and establishments in Saudi Arabia since 1997.
Digital transformation is at the centre of its strategy and regarded as critical to achieving its long-term ambition of becoming the world’s most customer-centric health insurer.
The company is continually looking to introduce new digital efficiencies to its back-office operations, and HR was a logical choice given its dependence on paperbased systems. From recruitment, selection and hiring through to performance appraisals, management and exits, Bupa Arabia relied on paper and manual processes. At each stage, disparate sources of information hampered effective end-to-end process management.
Like many employers around the world, Bupa is focused on attracting and retaining the best talent, so anything that can help enhance employee experience, productivity and accuracy is considered a major advantage.
The solution
Bupa Arabia saw the opportunity to modernise and replace its outdated paper-based systems with a single enterprise content services platform.
Following an extensive evaluation of potential solutions, Bupa Arabia chose Hyland’s OnBase platform along with three main modules — Content Management System, Workflow and Case Management — to meet its needs.
For the deployment of OnBase, Bupa Arabia worked with Accely, a leader in global technology and innovation and a key Hyland partner in the region. Accely completed the implementation in a matter of weeks and trained Bupa Arabia staff in parallel. As a result, OnBase has quickly become an integral part of daily work for the HR team.
With OnBase, HR and managers can access information about employees faster and more effectively because all documents and records are available from a single secure location, eliminating the challenges and risks of a paperbased system while enhancing productivity.
Automation of manual processes
Having a powerful content and information management system helps eliminate bottlenecks and inefficiencies. HR can electronically capture and store all documents in one place, whether they arrive via scan, fax, or email. Not only does this remove the need to manage multiple paper copies, but it also helps to quickly identify any missing information in employee records. Additionally, OnBase enables repetitive tasks to be automated, freeing up staff to perform higher-value activities and respond to requests and queries faster and more effectively.
Reporting and analytics
Bupa Arabia is also taking advantage of Reporting Dashboards, a business analytics tool that displays information in OnBase in a visual, interactive way. This tool enables Bupa to create dashboards to manage key performance indicators across the department, instantly view and interpret data, and make initiative-taking business decisions.
Configurable, flexible and scalable
The modular design, flexibility and scalability of OnBase are also important to Bupa because they provide the option to roll the platform out to other areas of the organisation in the future. Bupa also found OnBase’s ability to protect sensitive personal information important given that it must comply with the Kingdom’s information security regulations as well as the U.S. Health Insurance Portability and Accountability Act.
Bupa Arabia’s implementation of Hyland’s OnBase content services platform has helped transform the HR team’s workflow and processes, while providing a centralised source for all content and cases.
The difference
Bupa Arabia’s implementation of Hyland’s OnBase platform has been an undoubted success, with tangible benefits to its HR function that include:
- Streamlined and automated HR processes
- Significant reduction in the amount of manual work
- 360-degree view for staff to easily access information
- Ability to respond to requests more quickly and accurately
- Elimination of bottlenecks and inefficiencies in HR processes
- More efficient work processes enhance customer service