NTUC Income
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Transcript of NTUC Income
MODERNIZATION OF NTUC INCOME
Income is…
Singapore’s largest insurers, has over 1.8 million policy holders with total assets of S$21.3 billion.
Employs 3400 insurance advisor and 1200 office staff –majority located across and 8 branch network.
In June 2003, Income succeeded in the migration of its legacy insurance system to a digital web based system.
Old business Process
Branches
• Meeting agent
• Filing in forms – submitted them at branches
• Sending them to the offices services dept by courier
Office Serv. Dept
• Logging documents
• Sorting document
• Sending them to underwriting Dept
Underwritting Dept
• Acceptance proposals (underwriting)
• Sending them to computer services Dept for printing
Computer service Dept
• Printing
• Redistributed
Warehouse
• Documents were packed and sent to the warehouse
• Storage
2-3 days delay 2-3 days delay
Problem with paper based system
Too much process Many documentation (hard to search, need
large storage Took long time to finish a certain request for
insurance
Income’s Information System
HP3000 and COBOL
HP3000 and COBOLHP 3000 COBOL
Made by Hewlett Packard – Develop in 1973
Common Business Oriented Language – Develop in the early 1980s
mainframe that hosted the core insurance application - accounting and MIS.
maintained by Income’s in house IT team - developing new product in COBOL
Weakness of HP3000 and COBOL Frequently breakdown – work had to be stopped while data
was restored.
Back up system could only restore the data to the version from previous day
Much time and costs for restoring system - would risk losing important data
Hardware crashed – took several months to recover the loss data.
Experienced of a total 3 major hardware failures, resulting in a total of 6 days of complete downtime.
Too long launch time for new products
Not real time information – loss opportunity for cross products sales
eBao LifeSystem (eBao)
What is eBao
The Java based software Develop by EBaoTech in 2003 Comprising 3 sub-system
Policy Administration
Sales management
Supplementary Resources
Fulfill of the many company requirement From customer oriented design to barcode
technology capabilities Ability to support in business process
Features of eBao• Access the system in
real time• Anytime/• anyware
• Cut time needed to design and launch new products
•Saving time and cost•Improved response •Customer satisfaction
• Single platform (a singular view) supports all distribution
Streamlined sales
services
Faster time to market
Improved closure
rate
Manageability
Q1: What were the problems faced by Income in this case? How were the problems solved by the new digital system
PROBLEMS HOW TO SOLVE
Tedious & paper based system
In 2013, Income has switched to java based eBao LifeSystem
Too much time & cost
Frequently broke down
Space for warehouse (store documents)
Q2: What type of information systems and business processes were used by Income before migrating to the fully digital system?
Incomes used HP3000 as mainframe and COBOL program in early 1980s.
Incomes has implemented manually all the works in their business process.
Based on that, too many process involved and it took a long time to launch a new products.
Q3: Describe the information systems and IT infrastructure at Income after migrating to the fully digital system?
eBao Comprising 3 sub-system
Policy Administration
Sales management
Supplementary Resources
Customer oriented design to barcode customer oriented design to barcode technology capabilities and ability to support in business process.
All application resided on 2 or more servers, each connected by 2 or more communication lines, all of which were “load balanced”.
The robust minimized downtime occurrence due to hardware or operating systems failures.
Replace IT infrastructure Equipped with scanner Monitor were change to 20 inches PC RAM Size was upgraded to 128 MB New hardware and software for application server Web servers Disk storage system were installed LAN cables replaced with faster cables, a fiber-optic
and wireless capability
Q4: What benefit did Income reap from the new system?
Saving lots of times for restoration of previous data
Moving to a paperless environment
Faster accessing the system at anytime and anywhere
Allowed Incomes to view summary of each customer over different product and different areas.
Cross selling become easier and customers services could be improved.
Simplified work flows –cut policy processing time and cost
Reduce time to design and launched new products
Allowed online sup-port of customers, agents and brokers.
Q5: How well is Income prepared for the future? Are the problems described in the case likely to be repeated?
How well Income Prepared in the future
Income seems to be well prepared for the future
Income has extensive system flexibility and launch new products directly via eBao system in just a few days
May enable income to be more competitive in the future
This case like repeated?
If Income constantly improves it system and adopt new technology to keep up rapidly changing business environment, the problem never come up again.
Group 7
Samihah Ahmed
Aliaa Mohd Ziyadi
Nittaraj A/L Perumal