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Case Study

1170 words - 5 pages


Part On e

Organization s, Manag ement, and the Networked Enterprise

Modernization of NTUC Income
TUC In com e (Incom e ), one of
Singapore's la rgest insure rs, has over 1.8
million policy hold ers with total asse ts of
S$21.3 billion . T h e insurer e mploys
about 3,400 insurance advi sors a nd 1,200 oHke
staff, with the majority located across a n e ight­
hranch n etwork. On Jun e 1, 2003, Income suc­
ceeded in the migration of its le gacy insura nce sys­
tems to a di gital web-based system. The Hercul ea n
task required not only the upgrading of ha rdwa re
and applications, it also req uired In come to stream­
line its decade-old business pro cesses a ...view middle of the document...

According to James Kang, CIO a t
In com e, "The system breakdown s were a r al night­
mare. Work would stop and the staffhacl to choose
e ith e r data reco n cilia tion , or backup. However, the
HP 3000 back up syste m allowed restoration to onl y
up to the pre vious day's backup c1ata. If the daily
backup was not co mpl e ted at th e e nd o f the day,
the affected day's data wo uld be lost and cos tl y and


tedious reco n ciliation would b e n eede d to hring th e
data up to date." In one of th e hardware crashes,
reconc iliation took seve ral months to resto re the
data loss. In all , the HP 3() 00 sys te m experienced a
total of three major h ardware failures, resultin g in a
total of s ix clays of co mpl e te downtime.
Th a t was not e nough. T he COBOL programs that
were develo ped in th early 1980s a nd ma inta in ed
by Inco me 's in-house IT team, also broke multiple
tim es, halted th e systems and caused temporary
inte rruption s. In additi on , th e IT te a m fonnd devel­
oping new produ cts in COBOL to he quite cum ber­
so m e and th h mc take n to laun ch n ew produ cts
ra nged fro m a few weeks to months.
At th e same tim e, transaction process ing for pol­
icy underw ritin g was still a b a tch process a n d infor­
mation was not ava il able to agents a nd advis ors in
real-time. As a result, whe n staff processed a n ew
custo m er application for motor insuran ce, th ey did
not know if th e applica nt was a n existing c ustom er
of In come, which led to th e lo ss of opportunities for
cross-product sales. Commenting on the problems
fa ce d hy the agents, Kang said, "When the agen ts
tried to submit the docume nts lI...

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