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CASE STUDY
Health

Improving the public insurance experience

From burden to boost: using digital tools to remove roadblocks in core insurance systems

5-MINUTE READ

Call for change

A digital transformation of substantial size

Insurance plays a vital role in helping people manage risks of all kinds—especially for this public insurer, which helps 1.2 million self-employed Europeans manage their health, wellbeing and a wide range of other risks. High stakes and complexity come with the territory for many insurers, and organisations require robust systems to deliver top notch service.

This public insurer realised that its decades-old core IT systems were creating significant roadblocks for employees trying to help people. 

For example, searching for information on paper took up too much employee time, slowing down service speed. Insured people also had to jump through many hoops to access or update their information.

The public insurer chose Accenture as its strategic partner for this immense digital transformation of its core systems. 

When tech meets human ingenuity

Aiming for excellence, by design

To make a real difference, IT transformation needs to be about much more than technology. That’s why the project began with design thinking exercises that put people at the heart of every decision the team made. A team of employees from the public insurer met with specialists from Accenture to identify pain points for employees and the self-employed people the public insurer protects. We also shared our expertise in agile ways of working with the public insurer.

The team worked together to build and launch the new systems, using web-based technology to maximise efficiency and flexibility.

Focusing on the needs of the staff and the insured people, it differs from the legacy systems in many ways, but four stand out:

Artificial intelligence-supported digital workflow

Faster, easier and more accessible service experience

Real-time information about accounts and services for employees and insured people

Agile delivery methods using development scrums and collaboration through tools like SharePoint  

A superior experience for insured people begins with better tools for workers

A valuable difference

With the help of Accenture, the public insurer has used innovation to streamline its internal and external processes for people. Where once they were a burden, these systems are now a boost to both employees and the people they help.

For staff, the project means they spend less time searching through stacks of paper and more time making a difference in the lives of the people they serve. The public insurer’s agile operating model means it can react faster to future changes in its mandate or goals.

For the insured, the project means they can now access their information in whatever way they like with up-to-the-minute accuracy. This real-time one-stop shop for information saves them time.

On top of making life better for these two groups, the project also makes a difference for broader society. The client is publicly funded, and the new core systems help it perform its important social function with greater efficiency, accuracy and adaptability. Making it easier for the self-employed to manage risk strengthens the social fabric of the public insurer’s country.

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