Case Study 4: Modernization of NTUC income
- What were the problems faced by Income in this case?
Java based eBao LifeSystem from eBao Technology were introduced and started to function on 2003.
eBao’s hi-tech features covered Policy Administration, Sales Management, and Supplementary Resources which reduced time consuming, frequency of machine breaks down, also increased efficiency of back up system.
Their business process Income does all the work manually
From the agent submitting the forms to branches, office services would sort them for underwriting; storage is done by sorting all documents and is put in cartons, where all documents are stored in 3 warehouses.
- Describe the Information systems and IT infrastructure at Income after migrating to the fully digital system.
In June 2003, when Income migrated their documents to eBao LifeSystems, everything was in order. Ac
cording to James Kang, CIO of Income it has everything that they were looking for a customer-centric design.
- What benefits did Income reap from the new system?
- How well is Income prepared for the future? Are the problems described in the case likely to be repeated?
First problem they faced was waste of time on how they process their insurance. Most of work done by paper- based, which takes them more days to finish a certain request for insurance and money.
Second problem is NTUC was using HP3000 as main functional machine which requires high maintenance due to machinery frequently breaks.because it is paper-based, all forms were put into cartons and resulted to occupying 3 warehouses.
- How were the problems resolved by the new digital system?
eBao’s hi-tech features covered Policy Administration, Sales Management, and Supplementary Resources which reduced time consuming, frequency of machine breaks down, also increased efficiency of back up system.
- What types of information systems and business
processes were used by Income before
migrating to the fully digital system?
- HP3000 to hosted the core insurance applications as well as the accounting and management information systems.
- COBOL programs
Their business process Income does all the work manually
From the agent submitting the forms to branches, office services would sort them for underwriting; storage is done by sorting all documents and is put in cartons, where all documents are stored in 3 warehouses.
- Describe the Information systems and IT infrastructure at Income after migrating to the fully digital system.
In June 2003, when Income migrated their documents to eBao LifeSystems, everything was in order. Ac
cording to James Kang, CIO of Income it has everything that they were looking for a customer-centric design.
- What benefits did Income reap from the new system?
1. Providing easier & more convenient access for staff
2. Enabled cross-selling of products & improvement of customer service
3. 50% savings on both time & cost needed to process policies
4. Provides greater support to intermediaries
- How well is Income prepared for the future? Are the problems described in the case likely to be repeated?
- By comparing the past and the present state
- Straight through processing workflow and high flexibility
- Time saving. For instance, cutting product launch time from months to days
- Support agents, brokers, and customers to do online service conveniently
- Lower cost
- Shorter implementation time
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