Client Experience

Genworth Australia automates its Underwriting and Loss Mitigation services with TCS
Genworth Financial Australia is a leading provider of Lender Mortgage Insurance in Australia and New Zealand. The company decided to automate certain functions of the Property Service Unit (PSU) and the Review and Investigations (R&I) teams, and align the solutions with the companys IT strategy. We defined and implemented a consistent set of PSU and R&I business processes, seamlessly integrated these processes with the Underwriting and Loss Mitigation processes, and analysed and replaced the old systems with the new system. The automated system has reduced the number of manual errors, reduced the turnaround time, and improved team productivity and efficiency.
Customer Genworth Financial Australia Industry Mortgage Insurance

Client Experience

About the Client Genworth Financial, Inc. offers insurance and investment products internationally. In Australia and New Zealand, Genworth is a leading provider of Lenders Mortgage Insurance (LMI) and credit enhancement product solutions. In Australia and New Zealand since 1965, Genworth is now the regions market leader in mortgage insurance, writing policies for over 3,000 residential mortgages every week through over 200 lending partners including Commonwealth Bank of Australia, Westpac, and National Australia Bank. Genworth Australia is headquartered in Sydney, Australia.
Business Context The Property Service Unit (PSU) and the Review and Investigations (R&I) team at the Genworth Australia Shared Services department provide services to the Underwriting and Loss Mitigation functions. The teams used Excel spreadsheets and a web-based application with an Oracle database respectively for this purpose. These mechanisms were labour-intensive, prone to manual error and costly to support. They were also inconsistent with Genworth Australias IT Strategy, and presented a risk to the Shared Services teams ability to fulfil their defined strategic goals. In order to best serve the needs of the PSU and R&I teams, Genworth decided to undertake an initiative, internally code-named Clouseau. Through this initiative, the company wanted to create a system that would help the PSU and R&I teams provide services for the users of both the Underwriting and Loss Mitigation functions. Genworth needed a partner who could define and implement a consistent set of PSU and R&I business processes, seamlessly integrate these with the Underwriting and Loss Mitigation processes and analyse and replace the old systems with the Clouseau system. The partner had to design and develop the new system based on SOA principles, and migrate the data from the existing application to the Clouseau system. TCS is a global partner for Genworth Financial, and had already executed various projects at other Genworth entities in the USA, UK and Canada. The company thus had strong confidence in TCS capabilities in delivering such programmes based on outcome-based models, and chose us as the partner in this engagement as well. TCS' Solution We built the Clouseau system for Genworth, a three-tier solution using the state-of-the-art webMethods Portal 7.1.2 from Software AG, with the following capabilities:
n Automation of the various functions of the PSU and

R&I units
n Integration with the Policy Underwriting System

Pinnacle
n Managers Dashboard n SLA Monitoring

We initiated the engagement by rationalizing the underlying business processes that required interaction between Clouseau and the underwriting system, identifying the points of exchange of data between the two systems and defining the logical data format for the exchange of data. Next, we implemented the physical exchange of data, identifying error conditions and processing exceptions, and defining workflow processes to handle these cases. We utilised the webMethods composite application framework to present data from multiple resources to create a modernized front-end for the legacy systems. The webMethods BPM suite provided the ability to define, implement, manage, analyze, and optimize interactions between systems, people in the corporation and external business partners. We also used the Enterprise Service Bus (ESB), a flexible connectivity infrastructure that worked over messaging protocols to integrate applications as re-usable business services. The solution utilised SOA capabilities to publish existing systems and services, mediation, service registry, web service management, service

Client Experience

orchestration, analytics and user interface. The scope also entailed migration of the data to the new system database and comprehensive system, integration and performance testing. In addition, we provided Green Belt awareness training and internal training sessions for existing and new team members on new technologies like Webmethods 7.1.2.

Benefits The engagement with TCS provided Genworth with the following benefits:
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Automated seamless integration between the PSU and R&I processes and the underwriting process Reduction in manual errors and turnaround time due to automation Smooth investigation and information sharing due to the new processes mapped to the relevant loss mitigation processes Increased productivity of the teams, due to enhanced task allocation and management Well defined and rationalized business processes for the PSU and R&I team Enhanced task allocation and management Conformance with respect to internal audits, PMR reviews and risk reviews Better SLA Management, leading to fast turnaround to time critical investigations and valuations Dashboard capability with the capability to provide productivity reports to management when required

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About Tata Consultancy Services Ltd (TCS) Tata Consultancy Services is an IT services, consulting and business solutions organization that delivers real results to global business, ensuring a level of certainty no other firm can match. TCS offers a consulting-led, integrated portfolio of IT and IT-enabled infrastructure, engineering and assurance services. This is delivered through its unique Global Network Delivery ModelTM, recognized as the benchmark of excellence in software development. A part of the Tata Group, Indias largest industrial conglomerate, TCS has a global footprint and is listed on the National Stock Exchange and Bombay Stock Exchange in India. For more information, visit us at www.tcs.com

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