HBSN and xitee implement a web dialogue center for AOK Rhineland/Hamburg

Paper is patient – but often too patient for the day-to-day operations of a health insurance provider. When information is missing, documents need to be submitted later, and data has to be entered into the system manually, it creates delays that waste time and put a strain on both sides. That’s why HBSN and xitee have set up a web dialogue center for AOK Rheinland/Hamburg that transforms paper-based form processes into fully digital workflows. A total of 24 web dialogs were implemented for frequently used services, including the application for sick pay, the SEPA direct debit mandate (including bank details), and the application for voluntary health insurance.

Policyholders and Insurance Companies in Digital Dialogue

The project’s goal was to create a digital portal that ensures data entries are complete and usable from the very start. Insured individuals submit service requests online, while employees use the same dialogues in internal environments, featuring consistent logic and a clear data structure. Key requirements included standardized, guided data entry, secure document transmission, and the seamless provision of form data in oscare. At the same time, the teams at AOK Rheinland/Hamburg needed to be empowered to design and implement new dialogs themselves in the future.

From the dialog to the backend

To ensure that digital dialogues are not just a new entry channel but actually simplify processing in a measurable way, HBSN and xitee have implemented web dialogues in the oscare form framework using form.io, enabling cross-channel integration – from the AOK online portal and the Online Business Office (OGS) to CRM and omni-channel management systems. The streamlined self-service paths guide users through the process in a context- and situation-appropriate manner and, where possible, can be pre-filled with known information. The key added value comes from the seamless data flow: The data is provided in a structured XML format, processed in the oscare backend, archived in oscare Document Services, and additionally offered to policyholders as a PDF for download. The APD interface also lays the groundwork for further automating downstream steps in the oscare backend through batch processing.

From the form to the course

The project team started with an overview of existing paper forms and processes that were to be converted into web dialogs. The requirements engineers prepared the content for workshops, clarified technical and legal issues with experts from AOK Rheinland/Hamburg, and tailored the dialogs to standardize data entry and reduce rework. Where appropriate, multiple paper-based processes were consolidated into a single web dialog. At the same time, decisions were made for each dialog regarding which input channels were suitable and permissible, and how the integration with backend processes would be designed.

This was followed by BPMN modeling, UI/UX mockups in accordance with the AOK style guide, development, and technical testing. Deployment in the test tenant of the oscare form framework enabled AOK Rheinland/Hamburg to transition to the live environment on its own after project completion. Joint project management involving representatives from AOK Rheinland/Hamburg and HBSN ensured that risks, dependencies, and decisions were managed transparently.

Knowledge transfer as part of implementation

A targeted knowledge transfer took place in parallel with the implementation. AOK developers learned how to develop forms using form.io in hands-on sessions. Through on-the-job training, they gradually took over the development of their own web dialogs. The requirements managers at AOK Rheinland/Hamburg closely monitored the process and deepened their understanding of the methodology, procedures, and tools. Project insights were also incorporated into the coordination efforts with the form.io working group at the federal level.