CASE STUDY: Modernization of NTUC Income? BY satket8662 What were the problems faced by Income in this case? How were the problems solved by thenew digital system? Income???s insurance processes were very tedious and paper-based. This resulted to humongouslncome also experienced frequent breakdown of the HP 3000 mainframe which hosted the coreinsurance applications and the accounting and management information systems. In addition tothis, HP 3000 back-up system only allowed restoration to the previous day???s back-up data. Hardware failures caused six days of complete downtime.
COBOL programs also encounteredfrequent breakdowns that halted the systems and caused temporary interruptions. At the sametime, development of new products using the COBOL is quite cumbersome and took weeks, evenmonths, to accomplish. They also lost opportunities to cross-sell because transaction processingfor policy underwriting was still a batch process and information is not available to agents andadvisors in real- time. Through the new digital systems, these problems were addressed. The paper- based insurance processes were replaced by a paperless platform.
Under the new ystem, alldocuments are scanned and stored on ‘trustedp storage devices. Frequent breakdowns wereaddressed by the high-availability platform. Multiple servers are hosted and connected to morecommunication lines that are ‘load balancedp. The new system also addressed downtimes dueto breakdowns by its hot back-up disaster-recovery centers. The new digital system alsoaddressed the slow development of new products by COBOL through the straight throughprocessing workflow capabilities of the new system. 2 What types of information systems and business processes were used by Income efore migratingto the fully digital system?
The insurance process of Income was very manual and paper/flle intensive. Filled-up applicationforms of clients were sent by agents through courier. Their collection schedule causes delays oftwo to three days. The Office Services log, sort, and send documents to underwriting. Proposalswere allocated to staff randomly. No system was in place for proper assignment of tasks per staff. Voluminous documents are manually sorted and stored by a number of staff at their warehouse. Since there was no clear document management system, retrieval of documents take days toaccomplish.
Income also made use of HP 3000 mainframes which were very unreliable due tofrequent breakdowns that resulted to downtime, decreased productivity and wasted manpower hours. COBOL programs were also used which also encountered technical failures. At the sametime, COBOL programs were very slow in developing new products for the company resulting tolost sale opportunities. 3 Describe the Information systems and IT infrastructure at Income after migrating to the fully digitalsystem. According to James Kang, CIO of Income, the Java based eBao LifeSystem from eBaoTechnology is very customer-centric.
It provided seamless integration with imaging and bar codetechnology. It also contains a product definition module that supports new products, newchannels and changes in business process. Data migration of Income???s individual and groupbusinesses was successfully implemented and customized. The new system was operational onhigh- quality platform with multiple servers and communication lines. The new system alsorevamped business continuity and the company???s disaster recovery plan. A real- time hot back-updisaster recovery center was implemented. Business processes went from paper intensive to