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Claims Management Solution Reduces Cost and Increases Efficiency for Australia Northern Territory’s Largest Insurance Provider


VIENNA, Va.—March 2, 2009—Appian, an innovative global provider of business process management (BPM) technology, today announced that Territory Insurance Office (TIO), Australia’s only government-owned commercial insurance and financial services provider, has deployed the award-winning Appian Enterprise BPM Suite to manage all insurance claims related to the Territory Government’s Motor Accidents Compensation Scheme.

“TIO is committed to delivering the highest levels of service quality to our Northern Territory community, and process improvement is vital in improving operations, while simultaneously reducing costs and eliminating errors,” said Tom Higgins, chief information officer of TIO. “Appian presented the most comprehensive solution to meet our needs, plus an experienced and knowledgeable team to help us succeed in our first foray into BPM. The first phase of the project went live on-time and on-budget, and is delivering strong business results.”

TIO plans to roll this solution out across all claims processing areas. TIO is Australia’s Northern Territory’s own insurance and banking provider with $1 billion in assets and a branch network across the Territory. Employing more than 250 staff, TIO exists to look after the needs of the Northern Territory community in the provision of comprehensive household insurance that exceeds industry standards. The company chose the Appian BPM platform after a thorough evaluation of many competitive offerings. On a technology level, Appian won due to its comprehensive suite of natively-integrated process, analytics, content management, and collaboration capabilities. TIO also valued the strength of Appian’s support services, and the attention and commitment it received from Appian’s management team.

TIO’s Appian-based solution overlays the original mainframe application automating all the previous manual paper processes of managing motor accident claims from initial receipt through final resolution. In addition to being time-intensive, the process was also susceptible to human error. The BPM solution has reduced the cost of claims operations, increased TIO staff productivity, and reduced the chance of error in claims processing. Integration of Appian’s content management system with external Optical Character Recognition (OCR) software means all records related to a claim are now housed in one central database, with complete audit trail availability.

“TIO understands the value of BPM technology in creating an efficient and nimble organization that can respond quickly to customer demands,” said Matthew Calkins, president and CEO of Appian. “We have worked closely with TIO’s team to bring a complex BPM project to life quickly and smoothly, and are very proud of the results.”


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About Appian
Appian is the Business Process Management (BPM) expert. Appian leads the market in BPM innovation, delivering comprehensive, flexible and easy-to-use solutions tailored to the unique needs of individual organizations. Businesses and governments worldwide use Appian to simplify process improvement with the real-time visibility, control and analytics needed to improve business performance. Appian allows users across the organization to effectively collaborate and be part of the process of achieving corporate goals. Appian empowers more than 2.5 million users globally and has a strong customer base in the government, financial services, healthcare, manufacturing and telecommunications industries. Appian is headquartered in the Washington D.C. region, with professional services and partners around the globe. For more information, visit www.appian.com.
Nathaniel Palmer
Author: Nathaniel PalmerWebsite: http://bpm.com
VP and CTO
Rated as the #1 Most Influential Thought Leader in Business Process Management (BPM) by independent research, Nathaniel Palmer is recognized as one of the early originators of BPM, and has led the design for some of the industry’s largest-scale and most complex projects involving investments of $200 Million or more. Today he is the Editor-in-Chief of BPM.com, as well as the Executive Director of the Workflow Management Coalition, as well as VP and CTO of BPM, Inc. Previously he had been the BPM Practice Director of SRA International, and prior to that Director, Business Consulting for Perot Systems Corp, as well as spent over a decade with Delphi Group serving as VP and CTO. He frequently tops the lists of the most recognized names in his field, and was the first individual named as Laureate in Workflow. Nathaniel has authored or co-authored a dozen books on process innovation and business transformation, including “Intelligent BPM” (2013), “How Knowledge Workers Get Things Done” (2012), “Social BPM” (2011), “Mastering the Unpredictable” (2008) which reached #2 on the Amazon.com Best Seller’s List, “Excellence in Practice” (2007), “Encyclopedia of Database Systems” (2007) and “The X-Economy” (2001). He has been featured in numerous media ranging from Fortune to The New York Times to National Public Radio. Nathaniel holds a DISCO Secret Clearance as well as a Position of Trust with in the U.S. federal government.

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