CASE STUDY: Modernization of NTUC Income?
1. What were the problems faced by Income in this case? How were the problems solved by the new digital system?
Income’s insurance processes were very tedious and paper-based. This resulted to humongous Income also experienced frequent breakdown of the HP 3000 mainframe which hosted the core insurance applications and the accounting and management information systems. In addition to this, 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 encountered frequent breakdowns that halted the systems and caused temporary interruptions. At the ...view middle of the document...
Their collection schedule causes delays of two to three days. The Office Services log, sort, and send documents to underwriting. Proposals were 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 ware house. Since there was no clear document management system, retrieval of documents take days to accomplish. Income also made use of HP 3000 mainframes which were very unreliable due to frequent breakdowns that resulted to downtime, decreased productivity and wasted manpower hours. COBOL programs were also used which also encountered technical failures. At the same time, COBOL programs were very slow in developing new products for the company resulting to lost 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 code technology. It also contains a product definition module that supports new products, new channels and changes in business process. Data migration of Income’s individual and group businesses was successfully implemented and customized. The new system was operational on high-quality platform with multiple servers and communication lines. The new system also revamped business continuity and the company’s disaster recovery plan. A real-time hot back-up disaster recovery center was implemented. Business processes went from paper intensive to paperless through digital storage and records. Many users can access the system at one time any time, and anywhere.