Suite im­ple­men­ta­tion can be a re­al­ity for all in­sur­ers.

Digital Insurance - - STRATEGIES -

The goals were lofty, but The Philadel­phia Con­tri­bu­tion­ship (TPC) set out on a full core ad­min­is­tra­tion suite quest that re­sulted in an on-time and on-bud­get im­ple­men­ta­tion, new busi­ness and ap­pre­cia­tive agents.

ISCS: Why did TPC speci cally choose a suite for core ad­min­is­tra­tion in­stead of best-of-breed com­po­nents?

Whit­lock: In busi­ness since 1752, TPC is the old­est prop­erty and ca­su­alty (P&C) in­surer in the United States, and to a de­gree, our tech­nol­ogy re ected that age. While the lights were stay­ing on, busi­ness was oper­at­ing and agents were satis ed, we knew our ex­ist­ing 30-year-old home­grown le­gacy sys­tem was not vi­able for the long run. We went into this think­ing best-of-breed was the way to go af­ter ter­mi­nat­ing a pre­vi­ous im­ple­men­ta­tion with a suite provider. We felt like we could im­ple­ment more care­fully. But, the more we got into it, the more ad­vice we got that it was not the way to go be­cause the in­te­gra­tions are harder. At the end of the day, our busi­ness users made the de­ci­sion to go with a suite im­ple­men­ta­tion.

ISCS: What were some of the ma­jor con­sid­er­a­tions for TPC in the eval­u­a­tion and se­lec­tion process?

Jozwiak: IT didn’t drive the direction of this project largely be­cause IT doesn’t use the soft­ware. Dur­ing the eval­u­a­tion process, we worked with an an­a­lyst rm, start­ing with nine soft­ware providers and even­tu­ally nar­row­ing to three providers who pro­vided scripted demos. Based on the scripted demos, we se­lected ISCS to con­tinue the process by pro­vid­ing a proof-of-con­cept (PoC). Their SurePower In­no­va­tion® had ev­ery­thing we were look­ing for in an end-to-end suite, in­clud­ing rein­sur­ance. Sev­eral of us ad­di­tion­ally vis­ited ISCS’s of ce to meet the en­tire team be­fore the nal de­ci­sion was made and that pretty much sealed the deal. In the score­card process, you try to nd that bal­ance of over­all qual­ity of the prod­uct and the culture of the ven­dor. It was pretty clear cut at that point that ISCS was the right choice.

ISCS: How did this se­lec­tion, and fol­low­ing im­ple­men­ta­tion process, meet or re ect TPC’s strate­gic busi­ness goals? What made this a suc­cess­ful project in your opin­ion?

Cartafalsa: En­ter­ing new states was a slow and dif cult process with the le­gacy sys­tem we had be­fore SurePower In­no­va­tion, and there­fore, it was a big goal for us with this im­ple­men­ta­tion. We took a green eld de­ploy­ment ap­proach, ex­pand­ing into the state of Mary­land in ad­di­tion to our ex­ist­ing states (Delaware, Penn­syl­va­nia and New Jer­sey). Be­cause we were new to the ag­ile method­ol­ogy for tech­nol­ogy im­ple­men­ta­tions and project man­age­ment, we took ad­van­tage of the avail­abil­ity of ISCS’s cur­rent cus­tomers and sought out their in­put. But, we found the whole process of rolling out the sys­tems was con­sis­tent with our culture. We have a very wellde­vel­oped en­ter­prise risk man­age­ment culture here. A project like this is full of risk, and we thought care­fully about how we wanted to roll this out. We also had sin­cere buy-in from our lead­er­ship. In other com­pa­nies, you prob­a­bly wouldn’t see the CEO and CFO rolling up their sleeves, getting their hands dirty.

ISCS: What were the re­sults of the suite im­ple­men­ta­tion process?

Cartafalsa: As we started to re­al­ize the bene ts of ag­ile, the mo­men­tum of the project in­creased. Getting new agents on-board as we brought up a new state was a high point. We de­lib­er­ately in­volved our agent cus­tomers very early in the process, through site vis­its and ac­cess to the test sys­tem. In total, it only took nine months from rst sprint to go-live in Mary­land for all the new and in­creased func­tion­al­ity that SurePower In­no­va­tion pro­vides. Coin­ci­den­tally, we went live in Mary­land on June 2, 2014, ex­actly 262 years from the day TPC is­sued its rst pol­icy in 1752.

Then came Delaware in De­cem­ber 2014, Penn­syl­va­nia in July 2015, and New Jer­sey in June 2016. The whole roll-out strat­egy was to man­age the risk, small to large.

ISCS: What im­pact did this have on the busi­ness?

Whit­lock: I think this changed our rep­u­ta­tion as a com­pany in terms of our tech­no­log­i­cal ca­pa­bil­i­ties. With SurePower In­no­va­tion, we’ve been able to leapfrog some of the com­pe­ti­tion. Our rep­u­ta­tion has started to move to­ward more main­stream and in­no­va­tive than what we’ve had in the past. And, agents re­ally like the func­tion­al­i­ties and features.

ISCS: What speci c features or func­tion­al­ity of SurePower In­no­va­tion are TPC users nd­ing most bene cial so far?

Jozwiak: Need­less to say, we truly ap­pre­ci­ate how much more mod­ern SurePower In­no­va­tion’s over­all ad­vanced ar­chi­tec­ture is than our old, le­gacy sys­tem. Built on one web-based plat­form, the bene ts SurePower In­no­va­tion pro­vides our peo­ple to see poli­cies across lines of busi­ness and sub­sidiary com­pa­nies is signi cant. Pre­vi­ously, if you wanted to look at an­other, you’d have to log into that one. With SurePower In­no­va­tion, it’s just one sys­tem, one lo­gin. And, maybe even bet­ter, it’s in­tu­itive. It was amaz­ing how quickly our users could jump on there and quote right away. It’s nice to be able to work in one plat­form rather than hav­ing one web-based plat­form and a sep­a­rate in­ter­nal plat­form and hav­ing to deal with two de­vel­op­ment ef­forts – one for agents and one for in­ter­nal users. Now, it’s all one-in-the-same.

ISCS: How are you plan­ning for the fu­ture with SurePower In­no­va­tion and ISCS go­ing for­ward?

Cartafalsa: At the end of the day, mov­ing to a suite im­ple­men­ta­tion was the right de­ci­sion for TPC.

And, we have con dence in ISCS’s and SurePower In­no­va­tion’s abil­ity to adapt. ISCS evolves, and SurePower In­no­va­tion will evolve with our users and the prod­uct. That’s one of the things we like about ISCS. They’re al­ways re­fresh­ing the sys­tem to keep it up to date and ready for the fu­ture.

The goals were lofty, but The Philadel­phia Con­tri­bu­tion­ship set out on a full core ad­min­is­tra­tion suite quest that re­sulted in an on-time and on­bud­get im­ple­men­ta­tion, new busi­ness and ap­pre­cia­tive agents.

ERIN JOZWIAK

BUSI­NESS IN­TEL­LI­GENCE MAN­AGER, UN­DER­WRIT­ING – TPC

BEN CARTAFALSA

IT PROJECT MAN­AGER – TPC

ROBERT WHIT­LOCK PRES­I­DENT AND CEO – TPC

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