Success Story
Public Authority for Social Insurance
(PASI) Sultanate of Oman
PASI automates and secures forms processing with Adobe® LiveCycle® ES to accelerate
delivery of services to citizens and reduce costs
Public Authority for Social Automating outdated processes
Insurance (PASI)—Sultanate The Public Authority for Social Insurance (PASI) is responsible for the social insurance of more than
of Oman
www.taminat.com
In Partnership With
Software Systems LLC (SSL)
www.ssloman.com
BSEEN International
www.bseen-int.com
Industry
Government
Challenges
• Reduce operating costs
• Improve quality of citizen services
• Enhance the accuracy and security
of citizen forms and data
Solution
• Benefits and Service Delivery
PASI is using Adobe LiveCycle ES
solutions to automate and
accelerate processing of citizen
services forms for improved
security, greater accuracy, and
faster delivery of services.
Results
• Reduced time and costs of
processing forms manually
• Improved data accuracy on citizen
forms by eliminating manual data
entry by PASI staff
• Enabled faster, more efficient
delivery of services
200,000 Omani citizens employed in the private sector. The agency’s services include insurance for
the elderly, disability, and death, as well as for work-related injuries and occupational diseases. Each
person registered and insured has traditionally communicated with PASI through paper forms,
which were completed and submitted for initial registration, a job change, a claim, or other relevant
significant events. All of these processes were completely manual, with the participant having to visit
a PASI office in person and complete a form by hand to be processed by a PASI employee.
“A simple process, such as registering a new participant, would take a long time and be particularly
error-prone, as the PASI employee could misread some of the given information and enter it
incorrectly, or the participant could have made mistakes when completing the form,” says Ms Hadiya
Al Hinai, IT director at PASI. “As a result, we would go back and forth multiple times in order to
obtain the right information, which was an expensive and time-consuming process.”
Standardizing on Adobe LiveCycle ES
PASI turned to one of its longstanding technology partners, Software Systems LLC (SSL), for a
solution. SSL, a leading independent software vendor in Oman, specializes in business application
solutions and has outstanding achievements in bilingual English/Arabic application development
and implementations. SSL worked with BSEEN International, a global IT consulting and services
company, and Adobe to deploy Adobe LiveCycle Barcoded Forms ES. This technology enables
organizations to use proven and dynamic 2D-barcode technology to automate the extraction of
data from paper forms and deliver it to core systems for processing. This dramatically reduces costs,
errors, and time compared to manual data entry.
Azita Nader, CEO of BSEEN International, offered his praises and approval of the choice to use
Adobe solutions. “BSEEN is pleased to be associated with the initiative taken by PASI to improve
its services. The organization’s objectives, with a primary focus on eliminating data capture
errors and inaccuracies, will help ensure faster and more efficient operations. BSEEN fully
supports PASI’s choice of Adobe LiveCycle ES, which has delivered on all these challenges,
maintaining the integrity and look-and-feel of the documents, with built-in intelligence in each
document and form. The security and ability to audit all documents and forms has been greatly
increased and the restricted access to the documents will ensure confidentiality of information.
We are sure that PASI’s example and success will pave the way for other government departments
to improve citizen services.”
“The information is Osama Henein, general manager at SSL, explained why the proposal for a solution built on
retrieved in a much Adobe software made sense. “We needed a solution that would enable PASI to validate all the
entered data prior to submission to the organization’s core systems, to avoid invalid data being
faster and more accurate
entered. One of the features of LiveCycle Barcoded Forms ES is electronic form fill-in and
manner. The 2D barcode
embedded form intelligence which can reduce input errors and improve the quality of information
system eliminates in core systems. This was a key benefit to us.”
the need for manual
A proof-of-concept was set up in partnership with BSEEN and Adobe, and as the benefits became
data entry and then
apparent, the decision was made to select three initial forms to be automated using LiveCycle
subsequent review by
Barcoded Forms ES: the worker registration, employee registration, and end-of-service notice.
staff. The process time is
greatly reduced, as well “In practical terms, the participants are now able to download the relevant forms to their PCs and
complete them using free Adobe Reader® software, all while ensuring the necessary validations
as the length of lines at
are done to maintain information accuracy and security. The form, which automatically captures
PASI counters.”
data into a built-in barcode, is then printed, signed, and either mailed, faxed, or taken to a PASI
Ahmed Al Busaidi,
branch where staff can instantly capture form data by scanning the barcode. The data is
Project owner,
PASI simultaneously extracted into PASI’s Enterprise Content Management system through an
integration script built for this purpose,” Henein says.

The benefits of automated forms processing became clear to PASI almost immediately. “The informa-
tion is retrieved in a much faster and more accurate manner,” says Ahmed Al Busaidi, project owner.
“The 2D barcode system eliminates the need for manual data entry and then subsequent review by
staff. The process time is greatly reduced, as well as the length of lines at PASI counters.”

Systems At A Glance Flexibility and scalability for the future

• Adobe LiveCycle ES. Components used
include:
• Adobe LiveCycle Barcoded Forms ES
• Adobe LiveCycle Reader Extensions ES
“PDF is already widely used and accepted, so we felt the Adobe solution was a natural fit for our
goals,” says Hadiya Al Hinai of PASI. “In addition, the fact that Arabic was supported was a
major plus for us. In the future, it’s great to know that with a few minor tweaks the system will
be ready for online form submission. At the moment, our own internal processes dictate that
there is still a manual element, but the technology is ready for us to take this next step.”

Saleh Al Arami, general manager at PASI, is equally pleased with the results. “The system has
been live since July 2009 and a second phase to bring more of PASI’s forms online is underway.
Although it is early to measure detailed results, it is quite clear that the users are embracing the
new and easier way of working.”

For More Information Henein believes that the initial project phases are positive signs for the future. “The success of
www.adobe.com/products/livecycle/ the project at PASI is testimony to our partnership with BSEEN and Adobe. The flexibility and
www.adobe.com/government/ support we encountered from both companies has been helpful on this project. We look forward
to a flourishing partnership.”

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