Sunlife - Web 2.0 for Insurance

7/27/2019 Sunlife - Web 2.0 for Insurance

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Web 2.0 for Insurance


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CONFIDENTIAL- 1 -

Web 2.0

Architecture of Participation

Wisdom of Crowds

Web as a platform

Data is the next Intel InsideSoftware above the level of a single device

Rich User Interfaces

Perpetual Beta
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CONFIDENTIAL- 2 -

What is WEB 2.0?

Web 2.0 is the popular term for advanced Internet technology and applications including

blogs, wikis, RSS and social book-marking .

Characteristics descriptive of Web 2.0:

Feature Description Examples

Blogs They are posts by one or more

individuals in a chronological order

and usually has links to comments onspecific postings.

Ingblogs

RSS Content syndication RSS is a family of Web feed formats

used to publish blog entries, news

headlines, and podcasts in a

standardized format

Myyahoo, CNET news, Netvibes

Data Mashups Mashup is a web application that

combines data from more than onesource into a single integrated tool

Google Maps, Denodo platform

Software as a Service It is a model of software deployment

where an application is hosted as a

service provided to customers across

the Internet .

SalesForce, BaseCamp


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What is WEB 2.0? Contd

Feature Description Example

Rich user Interface Applications with rich, desktop-like user

interface delivered over the Web.

Nike , myspace , youtube

User Generated Content Users contribute to the content of the

Website.

Wikipedia

Social book marking It allows internet users to store, organize,

search, and manage bookmarks of web

pages on the Internet .

Digg,Swik

Tagging Tag is a keyword or term assigned to a

piece of information (such as an internet

bookmark, digital image, or computer

file )

Tagly , Flickr

Podcasts A podcast is a series of digital-media

files which are distributed over the

Internet using syndication feeds .

PodcastAlley


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Web 2.0 for the Enterprise

The power of Web 2.0 technologies, originally developed on the open web, are now being

applied within enterprises to enhance performance and achieve business outcomes.

This revolutionary domain is sometimes termed Enterprise 2.0.


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CONFIDENTIAL- 5 -

Web 2.0 Enterprise 2.0

Any enterprise system/platform wishing to reap the benefits of Web 2.0 needs to be SLATEScompliant

SLATES by Prof Andrew McAfee , Harvard University

S

L

A

S

E

T

Authorship-Ensuring every worker has easy

access to enterprise 2.0 platforms and contributes

to it

Tags-Allowing natural ,organic, on-the-fly

organization of data from every point of view

Search-Google for the Enterprise

Links-Using hyperlinks to forge thousands of

deep interconnections between enterprise content

24/7

Extensions-Extend knowledge by mining patterns

and user activity.

Signals- Take notification to the next level.

Integrate RSS,IM and mobile

Enterpr ise 2.0 describes the introduction and implementation of Web 2.0 technologies within

the enterprise including those rich internet applications, providing software as a service, and

using the web as a general platform

Ex: Google, Endeca, Viewzi

Ex: Wikipedia

Ex: Wikipedia

Ex: Imdb, Flickr

Ex: Flickr

Ex: Twitter, RSS readers


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Insurance Value Chain and opportunities for Web 2.0

Product

Development

Policy

Administration

Claims

Processing

Sales and

UnderwritingCustomer

Interface

Potential for

Web 2.0

Adoption

High

Medium

Low

Sales Channel

Management

Agency

ManagementData Gathering

Policy Execution Claim Registration

Risk Evaluation andVerification

Premium

ProcessingClaim Investigation

Illustrations

Fees and

Commissions

Underwriting

Policy review and

audit

Coverage

Verification

Fraud Identification

Claim Settlement

Payments and

Disbursements

Vendor

Management

Product Rules

Management

New Product

Definitions

RecoveryManagement

Customer Service

Litigation

Market Research

CustomerSatisfaction

Assessment

Reporting/Analytics Reporting/Analytics

Reporting/Analytics

Endorsements

WIP

Product

Co creation


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Product

Development

Policy

AdministrationClaims

Processing

Sales and

Underwriting

Customer

Interface

Customer-to-business

feedback

Improved customer service for

Customer Retention

New Customers, New Markets

Rich User Interface for ease of

Use

Customized Products for

Customer Retention

Enable customers to bookmark

products and recommend toaffinity groups

Enable customers to upload/

download documents, artifacts

etc

Improved Customer

Segmentation

Enterprise Needs

Customer Blogs, discussion threads for product reviews

RSS Feeds to customers with latest product information

and other updates

Product Bookmarking by customers to indicate popularproducts and recommend to peers (affinity groups)

thereby improving customer segmentation

Product Tagging by customers to add contextual

information useful for others

Product Co-innovation with customers - helps customer

segmentation

Mashups to let customers compare product informationfrom multiple companies to help in decision making and

transparency

AJAX helps in making user interfaces very rich in

functionality by reducing wait time and also easy to use

with context-based information and help.

Web 2.0 Solution Enabler

Insurance ValueChain and opportunities for Web 2.0contd.

Data Gathering

Illustrations

Customer Service

Customer

Satisfaction

Assessment


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Product

DevelopmentPolicy

Administration

Claims

Processing

Sales and


Interface

Product design, development

Knowledge and Information

Management

Internal collaboration

Efficient and Easy Project

Management

Real-time Information Gathering

and Publishing

Collecting metadata on

available information Efficient Vendor Management

Newer modes of market

research

Enterprise Needs

Customizable Mashups for correlating data from

various sources

Blogs, Wikis, Discussion Threads for Project

Management instead of e-mails and meetings

RSS Feeds to publish latest information and

documents etc

Item/ Event Tagging for users to add contextual

information

Mashups to let users correlate data from various

sources

Blogs, Discussions to collaborate on Product

development

Wikis for Knowledge Management

AJAX-enables websites for rich user interface and

ease of use


Insurance Value Chain and opportunities for Web 2.0contd.

Claim Registration

Coverage

Verification

Vendor

Management

New Product

Definitions

Market Research

Product

Co creation


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Product

Development

Policy

Administration

Claims

Processing

Sales and


Interface

New Sales

Channels

Underwriting

Collaboration during Product

design and development

Empowering Agents to validate

new Policy Applications

Enable real-time collaboration

with Underwriters etc on complex

or not-in-good-order applications

Easy to use Interface

Enable Agents to upload

documents etc directly into

Underwriting system

Enterprise Needs

Blogs, Discussions to collaborate on Product

development

AJAX-enabled websites for rich user interface

Dynamic Pushing of Rules to Agents UI for data

validation etc.

Dynamic and context-based Help in validating new

Policy Applications using AJAX

RSS Feeds to publish latest product information and

documents etc


Insurance Value Chain and opportunities for Web 2.0contd.

Agency

Management


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TCS Web 2.0 Offerings

Strategize Design Build & Operate

Web 2.0 Strategy

Web2.0 Strategy Development

- Goals & Objectives from

Web 2.0

- Web 2.0

Strategy development- SWOT Analysis

Web2.0 Program Charter

- Web 2.0 program strategy

- Web 2.0 business case

Enterprise Web 2.0

Web 2.0 Architecture

- WOA ,Web-Enablement

- Business/Info/Appln/Tech

Architecture

- Integration Architecture- Web 2.0 adoption /

implementation plan

- Web 2.0 Security/Governance

Structure

- Usability Consulting

Web 2.0 Associated Transformation

- Migration

- Application Modernization- Adapters/Transformers

- Legacy Reuse/Re-engg

Web 2.0 Application Design & Devl using

- RIA design/dev

- RIA code generators

- Contextual Collaboration

- Mashup generators- CO-Creation Frameworks

- Tagging/ Folksonomy engines

- Participative architectures

- Light weight computing

platforms (hosted solutions)

Web 2.0 Development andIntegration with EnterpriseApplications

Offerings in a Nut Shell

Full Product Development End-to-end engineering for new product introduction, including complete breadth of development services.

Integration Services Integration of Web 2.0 technologies into existing products and platforms.

Re-engineering Services Re-engineering of existing products and services to ensure they are Web 2.0-ready.Support for Phase-out Complete support for phase-out of existing legacy products to next-generation technologies.

Technology Consulting Ability to leverage TCS expertise in Web 2.0 and Semantics in order to transform product offerings.


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Examples and Demos


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Examples of Demos

Web 2.0 User Interface

Agent-Insurer Collaboration

Claims process collaboration

Agency Management System

Product Co Creation with customer

Product Lifecycle Management (PLM) New product design

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Agent-Insurer Collaboration

Enabl ing Agent Interact ions with Web 2.0 based r ich user exper ience

Customer and

Policy Information

Customers snapshot

Event Depiction in

a timeline

Selective News

FeedsBusiness Tracker

Analytical Data from

External Sources

Customizable

Widgets


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Internal Process - Claim Processing Example Contact List forInstant

communication

Mashup of

GoogleMap with

Crime Data

Links to Blogsand Discussion

Threads

Search

Blogs,

Discussions

and Tags

Sav

e to

DMS


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CONFIDENTIAL- 17 -

Personal Planner

Campaign

Sales

Service

Corporate Corner

Home

Welcome Martha! Last login: 16th Apr 2008 20:35 Hrs

Missed Alarms: Todays Appointments:

Call us now!

Toll free: 1 800 877 8521

Contents

My Quick Links

My Profile

Downloads

E-Forms

Learn to use

Help & Support

Settings

Quick

SearchSearch forappointments, customer

info, to do tasks and

more..

Advanced search?

News Ticker:

To do Appointments

Sales Target Corporate News

To do

Appointments

Sales Target

Corporate News

Personalize

Web DemoIndias new life insurance policy is now drafted, says govt.

Settings

- Tuesday, 16 Apr 2008

Settings

Follow-up NB application status of Mr

Murphy

Update the new lead list

Annual Meeting with ABC Insurance

Meeting with Mr Joseph at IDC motel

10:30 AM

16th Apr

6:30 PM

Customers

Prospec ts

Targe t

Below is the current sales target

Perform What-If analysis

Super Agent 2008 Contest Win a

iPhone

Awards ceremony for Young Agent

10 Tips for managing your time

An Agent serving an Agent

Logoff


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iAgent

Enterprise-wide

Search

RSS feeds

Interactive &

Customizable Widgets

Personalization by

user


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Collaborative Product Design : Architecture

Customer Product co creation The Nike example

Adopting the practice for Financial Services


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Real time Statisticsabout the products cocreated, encouragingcustomers

Tag Clouds for basic info

On insurance

News and events


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CONFIDENTIAL

Approve BuildAnalytics/

ReviewSales

Marketing/

Launch

Product

FilingRetire

Assess/

Validate

Product Lifecycles

Maintain


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Collaborative Environment (Social Network, Discussions, Tag Clouds, Chat, etc) for

Product Design, Product Development Status,

Analytics and review for decision on product improvement or retiring etc

Collaborative Framework using Web 2.0 concepts

Product

Data

(SPMSDatabase)

Analytics

Data :

Customer,Competitio

n, Pricing

Product

Lifecycle

StatusData

Product Design /Configurator Tools

Data and TextAnalytic Tools

Lifecycle WorkflowTools

Architecture of Participation Web as a platform Rich User Interfaces


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Datamash up usinggoogle maps

Dynamic Charts for

activity status


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Thank You

Documents

Sunlife - Web 2.0 for Insurance