Computerized system and method for work management

• US 5,557,515 A
• Filed: 03/17/1995
• Issued: 09/17/1996
• Est. Priority Date: 08/11/1989
• Status: Expired due to Term

• Current Assignee: Hartford Fire Insurance Company (The Hartford Financial Services Group, Inc.)
• Original Assignee: Hartford Fire Insurance Company (The Hartford Financial Services Group, Inc.)
• Inventors: Lawler, John, Bailey, Paul, Tanner, Robert, Schardt, Marc, Synodinos, Barbara, Round, Mary J., Retartha, Anthony, Abbruzzese, Pamela, Manning, Rick, Pollnow, Russ, Fritz, Denise L.
• Primary Examiner(s): Weinhardt, Robert A.
• Application Number:
  US08/407,499
• Time in Patent Office: 550 Days
• Field of Search: 364/401, 364/419.1, 364/402, 395/600, 395/650, 395/145, 395/146, 395/147, 395/148, 395/149
• US Class Current: 705/7.15
• CPC Class Codes: G06Q 10/063114 Status monitoring or status determination for a person or group
• CPC Class Codes: G06Q 10/063116 Schedule adjustment for a person or group
• CPC Class Codes: G06Q 10/06315 Needs-based resource requirements planning or analysis
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 40/02 Banking, e.g. interest calculation or account maintenance credit or loans G06Q40/03

Abstract

A computerized system and method for managing work in process is provided. Case specific information, including information from an initial transaction is electronically entered into a database and automatically linked with a work source index which includes basic client information. Input information residing in externally generated documents is scanned into the system as images for subsequent display or conversion to textual data. As work is performed on the case, the system tracks its progress and provides a variety of support functions. An electronic activity log function maintains a record of key activities involved in the processing of work items.

Claims

1. A computer implemented method of managing work through a system comprising the steps of:

providing a processing means for processing data related to a work matter, including data stored in a storage means electronically interconnected therewith;

providing a plurality of intelligent terminals each having data storage and retrieval equipment, a display screen and at least one input device, wherein said intelligent terminals are electronically linked to and communicate with said processing means and are capable of accessing, displaying and storing data stored in said interconnected storage means;

providing at least one electronic scanner operably connected with a suitable instrumentality for operating on an output of said electronic scanner which instrumentality may include one of said intelligent terminals;

scanning a plurality of documents, with said electronic scanner, to create a plurality of electronic images, each said electronic image corresponding to a page of said plurality of documents;

inputting information through said intelligent terminal connected to said scanner to categorize said documents;

transmitting said electronic images to said processing means for storage on said data storage means;

creating, for each said document, a document summary file, including at least a portion of said characterization information and time, date and location information for said document and

writing said summary file information as at least one record to a database table located in said data storage means;

displaying a list, comprising at least a portion of said extracted information, corresponding to at least a portion of said records, at one of said intelligent terminals, as an indication of the presence of scanned documents;

selecting an image for display from said displayed list;

retrieving said image from its location on said main computer'"'"'s data storage equipment;

displaying said retrieved image at one of said intelligent terminals;

linking said displayed image with a previously designated work matter;

automatically generating a comment describing said displayed image to an activity log stored in said storage means and linked to said work matter;

permanently associating said displayed image with said comment;

saving said comment, said image association and said work matter association on said main computer'"'"'s data storage equipment;

providing a database table indicating a person associated with the processing of a work matter;

providing a staff member database table including a plurality of records each having information describing the attributes of a person associated with the processing of work matters;

comparing the person associated with the processing of a work matter with said plurality of records of said staff member database table; and

locating a record of said staff member database table corresponding to said person associated with said work matter.

2. A computer implemented method of managing work through a system, said system including a processing means for processing data related to a work matter, a storage means, and a plurality of intelligent terminals, wherein said storage means and said intelligent terminals are electronically linked with such processing means, comprising the steps of:

collecting and storing data in said storage means, which data may include information generated externally to said system, information resident in said system at an initial time, information developed in the course of work management activity, and staffing information related to said work matter;

scanning a plurality of documents with an electronic scanner having an output suitably linked with a processing instrumentality for processing and storage of an output signal from said scanner whereby a plurality of electronic images, corresponding to scanned portions of said plurality of documents, are created and stored, and wherein said scanned documents may include a portion of said information generated externally to said system, and further wherein characterization information in respect to said scanned documents may be linked to said electronic images through operation of said processing instrumentality;

causing said electronic images created by said scanner, including such characterization information as may have been linked to said images, to be stored in said data storage means, through operation of said processing instrumentality;

creating a document summary file for each document so stored in electronic image form, including at least a portion of said characterization information, time, date, and location information for that document, and writing that summary file information to a record in a database table in said data storage means;

routing a preselected portion of said summary file information to one of said intelligent terminals for display at said terminal and, at an operator'"'"'s option, causing at least one of said electronic images associated with one of said documents included in said preselected portion of said summary file information to be displayed by said terminal for processing by said operator; and

recording all processing activities by said operator in an activity log associated with said work matter, whereby said activity log is electronically stored in said storage means and linked with said work matter at all times during which said work matter is being processed in said system.

3. The method according to claim 2 comprising the additional steps of:

causing at least one of said documents included in said preselected portion of said summary file information to be operated on by an optical character recognition device, whereby selected portions of said electronic images associated with that document are converted from image data to text data;

linking said converted text data with a designated work matter;

creating a matter summary file identifying at least said designated matter and said converted text data linked thereto, and storing said converted text data along with said summary file identification data for said designated work matter in said data storage means; and

causing at least one of said matter summary files to be displayed at one of said intelligent terminals for processing by an operator situated thereat, in accordance with a predetermined processing regime, and, at said operator'"'"'s option, further causing detailed information stored in said storage means, and associated with said matter summary file, to be displayed at said intelligent terminal.

4. The method according to claim 3 comprising the additional steps of:

automatically sending data corresponding to said stored images to said optical character recognition device;

reading data from preselected areas of said image and converting said data to text data; and

writing said text data to a database table.

5. The method according to claim 2 comprising the additional steps of:

electronically connecting an input/output terminal at a remote location with said processing means, wherein said terminal includes a display screen;

remotely accessing said processing means from said terminal and selecting at least one image for display on said remote terminal;

causing said selected image to be transmitted to said remote terminal; and

displaying said image on said remote terminal display screen while maintaining access to said processing means.

6. The method according to claim 2 comprising the additional steps of:

providing a database table wherein a person associated with the processing of a work matter may be identified;

providing a staff member database table including a plurality of records each having information describing attributes of a person associated with the processing of work matters;

comparing identity information for said person associated with the processing of a work matter with records in said staff member database table;

locating a record in said staff member database table corresponding to said person associated with said work matter.

7. The method according to claim 6 comprising the additional step of automatically transmitting a selected electronic image to an electronic address listed in said staff member database table for said person associated with said work matter.

8. The method according to claim 2 comprising the additional steps of:

initially storing said scanned electronic images on magnetic storage media associated with said storage means;

transferring a first portion of said stored images from said magnetic media to optical disk storage means operatively linked to said processing means after a first preselected period of time based on required image access; and

transferring a second portion of said stored images from said magnetic media to said optical disk storage means after a second preselected period of time, said second period of time being of greater duration than said first period of time and being based on required image access.

9. The method according to claim 8 comprising the additional step of determining whether said transferred portion of said stored images is removed from said magnetic media in said first or second preselected period of time based on the type of work matter with which the image is associated.

10. The method accordingly to claim 2 comprising the additional steps of:

annotating a selected scanned electronic image via an input to said processing instrumentality;

saving said annotations on said storage means;

merging said annotation and said selected image; and

displaying said merged annotated image at one of said intelligent terminals.

11. The method according to claim 2 comprising the additional step of:

providing a plurality of queues for displaying at least a portion of said summary file information for different preselected types of documents as identified, at least in part, by said document characterization information.

12. The method according to claim 2 comprising the additional steps of:

providing an image list to store and display an indication of every scanned electronic image associated with a particular work matter; and

providing an electronic reference library for storage and display of reference images used in making decisions with respect to work matters, wherein said reference images can be associated with particular activity log comments to substantiate a decision.

13. The method according to claim 2 comprising the additional steps of:

providing a means to handle payments through the system;

automatically generating a payment comment to said activity log when a payment is handled through the system; and

causing documentation associated with said payment to be scanned into the system and the resulting electronic images to be thereafter linked with said activity log payment comment.

14. The method according to claim 2 comprising the additional steps of:

providing a means for accepting incoming telephone calls;

automatically answering said telephone calls with a prerecorded message;

automatically prompting for information from a caller, wherein said information is to be input by the caller through a telephone keypad;

receiving information input by the caller through said telephone keypad; and

providing information, based on said input keypad information, from said processing means to said caller in the form of voice communication.

15. The method according to claim 2 comprising the additional steps of:

selecting a party to whom a telephone call is to be made;

automatically dialing the selected party'"'"'s number based on previously input information;

automatically generating an activity log comment regarding the call; and

automatically recording the duration of the call, if the call is completed.

16. The method according to claim 2 comprising the additional steps of providing means to split, insert, re-order or copy said scanned electronic images.

18. The method according to claim 7 comprising the additional step of:

causing said electronic images created by said scanner, including such characterization information as may have been linked to said images, to be stored in said data storage means, through operation of said processing instrumentality.

17. A computer-implemented method for managing work through a system, said system including a processing means for processing data related to a work matter, a storage means interconnected with said processing means and a plurality of intelligent terminals electronically linked with said processing means, said method comprising the steps of:

scanning a plurality of documents with an electronic scanner having an output suitably linked with a processing instrumentality for processing and storage of an output signal from said scanner whereby a plurality of electronic images, corresponding to scanned portions of said plurality of documents, are created and stored, and wherein said scanned documents may include a portion of said data related to said work matter, and further wherein characterization information in respect to said scanned documents may be linked to said electronic images through operation of said processing instrumentality,

summarizing said data related to said work matter into a summary file,

electronically linking said data and said summary file,

storing said data and said summary file in said storage means subject to retrieval by an operator at one of said intelligent terminals for processing by said operator, and

recording the processing by said operator in an activity log associated with said work matter, whereby said activity long is electronically stored in said storage means and linked with said work matter at all times during which said work matter is being processed in said system.

19. The method according to claim 17 comprising the additional step of:

creating a document summary file for each document so stored in electronic image form, and writing that summary file information to a record in a database table in said data storage means.

20. The method according to claim 19, comprising the additional step of:

routing a preselected portion of said summary file information to one of said intelligent terminals for display at said terminal and, at an operator'"'"'s option, causing at least one of said electronic images associated with one of said documents included in said preselected portion of said summary file information to be displayed by said terminal.

21. The method according to claim 20 comprising the additional step of:

causing at least one of said documents included in said preselected portion of said summary file information to be operated on by an optical character recognition device, whereby selected portions of said electronic images associated with that document are converted from image data to text data.

22. The method according to claim 21 comprising the additional step of:

linking said converted text data with a designated work matter.

23. A computer-implemented method of managing work through a system, said system including a processing means for processing data related to a work matter, a storage means interconnected with said processing means and a plurality of intelligent terminals electronically linked with said processing means, comprising the steps of:

scanning a plurality of documents with an electronic scanner having an output suitably linked with a processing instrumentality for processing and storage of an output signal from said scanner whereby a plurality of electronic images, corresponding to scanned portions of said plurality of documents, are created and stored, and wherein said scanned documents may include a portion of said data related to said work matter, and further wherein characterization information in respect to said scanned documents may be linked to said electronic images through operation of said processing instrumentality;

providing an electronic reference library for storage and display of reference images used in making decisions with respect to work matters, wherein said reference images are associated with particular activity log comments to substantiate a decision;

causing said elctronic images created by said scanner, including such characterization information as may have been linked to said images, to be stored in said dtat storage means, through operation of said processing instrumentality;

providing a plurality of system functions for processing work, wherein said work is derived from said electronic images; and

automatically moving a user between said plurality of functions based on document type and function.

24. A computer-automated system for managing work comprising:

a processing means for processing data relates to a work matter and a storage means electronically linked thereto, wherein data is collected and stored in storage means, which data may include information generated externally to said system, information resident in said system at an initial time, information developed in the course of work management activity, and staffing information related to said work matter;

a plurality of intelligent terminals interconnected with said processing means and said data storage means such that said terminals are able to access, display and store data stored n said data storage means;

an electronic scanner for scanning a plurality of documents, said scanner having an output suitably linked with a processing instrumentality for processing and storage of an output signal from said scanner, whereby a plurality of electronic images, corresponding to scanned portions of said plurality of documents, are created and stored, and wherein said scanned documents may include a portion of said information generated externally to said system, and further wherein characterization information in respect to said scanned documents may be linked to said electronic images through operation of said processing instrumentality;

document summary means for creating a document summary file respecting each document so stored in electronic image form, including at least a portion of said characterization information, time, date, and location information for that document, and for writing that summary file information to a record in a database table in said data storage means;

means for routing a preselected portion of said summary file information to one of said intelligent terminals for display at said terminal and, at an operator'"'"'s option, for causing at least one of said electronic images associated with one of said documents included in said preselected portion of said summary file information to be displayed by said terminal for processing by said operator; and

means for recording processing activities by said operator in an activity log associated with said work matter, whereby said activity log is electronically stored in said storage means and linked with said work matter at all times during which said work matter is being processed in said system.

25. The system of claim 24 further comprising:

optical character recognition means disposed for operating on at least one of said documents included in said preselected portion of said summary file information, whereby, upon such operation, selected portions of said electronic images associated with that document are converted from image data to text data;

means for linking said converted text data with a designated work matter;

matter summary means for creating a matter summary file identifying at least said designated matter and said converted text data linked thereto, and storing said converted text data linked thereto, and storing said converted text data along with said summary file identification data for said designated work matter in said data storage means; and

means for causing at least one of said matter summary files to be displayed at one of said intelligent terminals for processing by an operator situated thereat, in accordance with a predetermined processing regime, and, at said operator'"'"'s option, for causing detailed information stored in said storage means, and associated with said matter summary file, to be displayed at said intelligent terminal.

26. A work management system comprising:

processing means, including a data bank into which data is written and from which data is read, said data bank storing information regarding an initial transaction, work source information, office staff information, policy information, information regarding dates of importance, information regarding work processing activities, staff case lead information, and predetermined text data for preparing documents, the data bank including staff table means for storing, retrieving, displaying and modifying information about staff members who access the system, wherein said stored information includes one or more data items selected from the group consisting of;

name, user ID, job title, supervisor, experience level, cost rate, diary rollover limit, scheduled vacation, payment authority, and staff functional and processing authority levels;

at least one terminal means for communicating with said processing means and operable by at least one operator to produce requests and to enter information and/or retrieve information for writing and/or reading from said data bank;

display means for displaying information that is entered and retrieved;

first merging means operatively interacting with said processing means for reading out from said data bank selected information regarding work processing activities and selected office staff information and merging said read out work processing activities information and said read out office staff information to compile an activity log listing key work activities and a staff member associated with those activities;

case summary means for automatically summarizing said initial transaction information;

routing means for routing transaction information to a staff member for processing in response to input through one of said terminal means; and

staff member electronic queue means for receiving said initial transaction summary and other electronic messages;

assignment means for assigning a case to a particular staff member for processing in response to input through one of said terminal means;

reassignment means for reassigning cases from a particular staff member to another staff member for processing;

diary means for automatically and manually setting, storing and displaying dates for various activities associated with the processing of a case including means for manually overriding automatically set diary dates;

activity log means for automatically recording information about transactions undertaken through the system in the processing of a case and for manually recording information and comments about other activities in the processing of a case including means for selectively displaying said recorded information and comments on said display means;

inquiry means for selectively retrieving and displaying transaction information in response to input of at least one case number through one of said terminal means;

system controller means for controlling an operator'"'"'s movements within the system, wherein said system controller means verifies the availability of each requested function during a system session and verifies said operator'"'"'s authority to access a system function prior to permitting such access; and

security means comprising security level means for selectively limiting access to certain predetermined functions of the system in accordance with a preset security level associated with each authorization code.

27. The system of claim 26, wherein said data bank is locatable in at least one remote location.