MGFOMS optimized digital processes with Directum

2021: Optimizing Digital Processes

On June 8, 2021, it became known that the Moscow City Compulsory Medical Insurance Fund had electronically transferred work with citizens' appeals, contracts, instructions and other documents. For five years of 450 employees work in a uniform system and do not spend time for a paper routine, and heads can consider and sign documents out of office - in mobile prilozheniidirectum with Solo.

As explained, they began to introduce Directum in MGFOMS in 2017. Before the changes, all documents were created, agreed, signed, sent and stored in paper form. Digitalization allowed not only to exclude the loss of securities, but also to accelerate processes. Including work with:

• incoming and outgoing documents,
• instructions,
• service notes,
• organizational and administrative documents,
• contracts,
• meetings,
• citizens' appeals.

Now Directum for MGFOMS is a single secure information space in which 450 employees interact. Each of them is involved in digital processes and follows a single procedure for working with documents and instructions. Most employees use the web client of the system, some use the desktop version. Managers also use the Directum Solo mobile solution, which enables them to quickly review and sign documents at any convenient time, including outside the office.

The system is developing. In particular, in 2020 they improved digital work with citizens' appeals received from the MGFOMS website.

Every year, about 65 thousand written and oral appeals of citizens are received by the MGFOMS. They are sent in different ways: some are sent from the site, oral - from the exchange, etc.

Now cases are collected and processed in one place - in the Directum system. Moreover, employees no longer need to manually record data. All information about the case is saved thanks to the configured Directum integrations:

• with SMS information systems. EDMS The MGFOMS has created a "Unified Journal of Citizens' Appeals," which receives information on written and oral appeals of citizens from insurance medical organizations, sent in the format.. xml Directum captures information e-mail from and forms the entries of the directory "Single Journal of Citizens' Appeals" in the system. Everything happens without human participation;
• from PBX: during the call, the directory card "Oral Appeals of Citizens" is automatically opened in the system. The employee who communicates by phone only fills out the card and registers the request. After some time, an audio recording of a telephone call is attached to it, which can then be opened and familiarized;
• with the personal account of the insured person: data is sent from the MGFOMS website to a special email, from there they are captured by Directum services. Based on the received information, the system automatically generates a call card and sends the task to the employee responsible for registration;
• with a contact form (Internet reception): appeals sent by citizens on the MGFOMS website directly enter the system. Directum Integration Web Services perform this task.

Integration solutions allowed MGFOMS not to increase staff - employees have time to process the entire volume of appeals, even taking into account its annual growth.

Working with citizens' appeals is not the last stage in the transformation of the MGFOMS processes. The fund plans to increase the functionality of Directum and translate other processes into digital form.