The newest addition to the technology initiatives of First American Field Services, Property & Casualty (FSP&C) is the Property and Casualty Tracking System (PACTS). The vision of First American was to make PACTS the ﬁnal step in transforming the FSP&C business into a fully automated service by changing the way inspection orders are distributed and the way the inspection results are captured and reviewed.
FSP&C had an internal operations management system to receive and manage work orders from its customers. The company also had a customer web site where FSP&C clients could review the status and download the results of their work orders. However, work orders were distributed to ﬁeld inspectors by mail or email and inspectors had to return the completed inspection forms by mail or courier service. The home oﬃce would then capture inspection results by hand. What was needed was a web-based solution that would allow ﬁeld inspectors to receive work order assignments, print out inspection forms ﬁlled with assignment data and enter results from the ﬁeld, complete with the photos and diagrams associated with a work order.
First American brought their requirements to the Scio Development Center and asked for an application that would enable ﬁeld inspectors to receive work orders and ﬁle complete reports online, streamline internal process and lower total costs. In addition, a rules-based validation engine was needed for PACTS to validate captured inspection results and to reduce quality issues. Also, a diagramming system was needed to enable ﬁeld inspectors to develop professional quality diagrams of inspected properties.
In response, Scio developed a web-based application that integrates with the database for the operations management system of FSP&C. The resulting application integrates into the overall workﬂow of the company, and, by sharing one database, users from the home oﬃce and ﬁeld inspectors can access and review work order data (status, results, etc.) in real time. It also allows quick communications between the ﬁeld and the central oﬃce, work order acceptance, standard entry short cuts, uploading of inspection photos, and online entry of property drawings. Field inspectors are notiﬁed immediately of errors and omissions in their results so they can be corrected before submitting to the home oﬃce.
Scio developed the application on an Oracle database with ASP.NET and developed an innovative Flash-based computer-aided drawing module to allow ﬁeld inspectors to draw consistent, standardized diagrams of the properties they inspected.
The deployment of the PACTS application transformed the entry and management of ﬁeld reports for First American as expected. The application has improved the control of ﬁeld reports and reduced the need for central oﬃce data capture and report formatting considerably. Customer satisfaction has improved because the quality of ﬁeld reports has improved at the same time the processing time has lowered signiﬁcantly. The ease of use and ﬂexibility of the ﬁeld-focused initiative has improved the ability of ﬁeld inspectors to manage their workload and their productivity.
The PACTS application is now part of many innovative approaches that have consolidated First American’s position in the market and improved productivity, customer satisfaction and proﬁt.
As a partner in this eﬀort with First American, Scio will be involved in maintenance of PACTS as well as ongoing enhancements over the long term. Because of the success of this product, the mortgage division of First American Field Services is currently requesting Scio services to develop enhancements to some of its products.
Property & Casualty Field Services