how zurich has adapted confluence and jira for insurance underwriting
Post on 14-Jul-2015
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© 2014 ServiceRocket Inc.
Using JIRA and Confluenceat Zurich Financial Services Australiato Manage Insurance Underwriting
It's not just for developers anymore. It's all about teams!
© 2014 ServiceRocket Inc.
Introduction
About Zurich Australia and the Underwriting Services Team
Overview of Business Opportunity
Solution
Results
Lessons Learned
Q&A
Agenda
© 2014 ServiceRocket Inc.
WelcomeOur Guest Speaker Mark Bennett
Head of Business Intelligence
Zurich Financial ServicesAustralia
© 2014 ServiceRocket Inc.
About Zurich Financial ServicesAustralia› The business is divided into two main segments
1. Offers general insurance solutions to commercial customers, primarily through insurance brokers2. Offers life and investment solutions to commercial and personal customers, primarily through financial advisers.
› Part of Zurich Insurance Group› Headquartered in North Sydney› Started in Australia 1961› General insurance gross written premium of c. AUD 1.3 billion› More than 1,000 employees in Australia› NIBA General Insurer of the Year – 2014 and 2013
© 2014 ServiceRocket Inc.
Collaborative Underwriting Process
Collaborative Underwrit ingProcess
5 Lines of Business Teams
QLDUnderwriters
1 Multi Line ofBusiness processingTeam
Underwri ters
Underwri t ingService Special ists
Underwri t ingService Off icers
VICUnderwriters
WAUnderwriters
SAUnderwriters
NSWUnderwriters
© 2014 ServiceRocket Inc.
The Opportunity› Free up time of our state based underwriters to focus on revenue growth by centralising renewal management and administrative tasks
› Created hub and spoke collaborative service model, but …
› No "fit for purpose" workflow or single source of operational data to run the collaborative model
© 2014 ServiceRocket Inc.
SolutionCreated a hub and spoke service model but needed a workflow and operational BI tool
› JIRA – Properly configured / Standardized workflows
› Confluence – Knowledge base to document how JIRA needed to be used
› Automate policy data population into JIRA (from data warehouse)
› Connected Lotus Notes and JIRA (with The Connector)
© 2014 ServiceRocket Inc.
ResultsPeople liked using it › “They absolutely love it” – the team
Consistently improving service levels › Ability to continuously improve with tool in place » Policies processed within target timeframe increased from 75% to 90% - Rose every month - % processed in 30 days
© 2014 ServiceRocket Inc.
Key Lessons› Need an Owner: Find Someone to care a lot about the solution (driving it, getting it over obstacles)
› Need (the right) JIRA Administrator: Be crystal clear about the role
› Be Prepared: with great operational data, comes the burden of reporting
› Adoption: Establish a training program, identify champions and conduct train-the-trainer with champions"
Tool needs to be intuitive (change fields, amend workflows, in lan-guage your teams knows, in context of how people are used to working
»
© 2014 ServiceRocket Inc.
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