James Hay Partnership

The introduction of automated electronic classification reduces manual document recognition and sorting by 75% at James Hay Partnership

Since implementation, of the latest automated classification technology, James Hay Partnership now automatically routes 75% of all incoming documents, with this rate looking set to rise in the future.

Enhancing a legacy process

James Hay Partnership is one of the largest providers of SIPP's in the UK and also offers Wrap and SSAS propositions. With responsibility for £14 billion of assets under administration and over 45,000 clients*, the organisation faces a huge challenge to manage an average of 230,000 incoming documents annually and over 4,500 on a weekly basis.

As one of the leading providers within the SIPP’s market, maintaining their high standards of client service and growing their capacity to handle greater volumes in the future, the firm identified the need to increase the speed and accuracy at which their documents are routed from the mailroom to the correct department. A key priority was to reduce their manual administration processes and free up staff to focus on core business activities and customer service provision.

As a result, James Hay Partnership came to us, as specialists in electronic capture services across the financial services and insurance markets, to design and install an automated document classification solution.

A question of accurate routeing

In conjunction with James Hay Partnership we selected Kofax KTM as the classification technology. By undergoing an intelligent training process Kofax KTM now handles all their automated classification by identifying keywords, numbers and phrases within their incoming documents. Once indexed and classified within Kofax KTM, individual pieces of electronic mail are then routed into their internal work streams and to the correct account executive.

Iain Tait, CIO at James Hay Partnership explains, ‘We had been successfully using one of the most popular brands of capture software on the market today, Kofax Capture, to manage our existing scanning process. So it made sense to select the classification and indexing module Kofax KTM to address our routeing accuracy’.

James Hay Partnership has adopted a gradual roll out approach to their new classification process, enabling the software engine to systematically learn the classification requirements. By managing it this way they were able to stagger the learning process and measure the results with more clarity.

Measuring the successes

The results of this implementation have been not only immediate in the speed of their impact, but also significant in their scale. Prior to the KTM project going live, all 4,570 documents received each week at James Hay Partnership were manually sorted. Shortly after the installation and go live date, 45% of all incoming documents were being automatically classified.

Through continuous training this has now increased to a 75% automated classification rate, significantly reducing the amount of manual administration required to route files to their account executives. Not only has this increased their routing accuracy and speed, but by reducing the manual administration requirements during their scanning and indexing processes, they have freed up staff time to focus on direct customer service matters.

The results look set to continue

With these figures calculated in just the initial 11 weeks since implementation, James Hay Partnership expects to see a continuous and progressive improvement as the process beds in further throughout their organisation. With routing speeds originally taking up to 3 hours, the firms target of reducing this to 60 minutes is now highly achievable.

And as Justin Goldsmith, IT Development Manager at James Hay Partnership explains, ‘We are extremely pleased with the initial results and the positive trends identified in our analysis. As the classification engine continues to learn an increasing number of file structures we have no doubt the benefits to our organisation overall, and productivity of our staff, will continue to increase over the coming months’.

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