E-Fusion 2008
ligence that delivered really has to be intuitive and easy to ferent levels whether it’s an office, an individual or a unit so
use. If it’s not intuitive and easy to use it then just becomes that people can actually get the information that they per-
another kind of activity that somebody goes through. One formed on the claims settlement process. The next page
of the keys on things being intuitive and easy to use are just shows a little bit bigger detail, some of the blow-ups
role-based deliberate information. as you drill down in the characteristics as to what those
gauges are. In this case it’s just in looking at we created a
Pat mentioned that a number of times and if you remember
claim quality index that is one of those scorecard numbers
a little bit about her pyramid all the from the executives
to give people a sense as to whether or not they’re doing
down to the front line people, they all have different needs
well or not well. In this first case, they’re actually in the
for information, they all have different roles that they exe-
red territory, if you see the red little dot on the gauge, but
cute in the organization and keeping that in mind is really
in the second rating they’re actually in the green. So that
important. The next page just talks a little bit about some
immediately gives the claim adjuster or the manager that’s
of the key things that we did when we were designing our
looking at the information a quick clue as to whether or not
claim dashboards. One was to really make it role based
his area or his or her own performance is working well.
and really think about the handlers, the actual claim han-
dlers, the supervisors, the managers and the management The next gauge shows the same kind of thing but it’s just
going forward. And if you think about that, that ties in really on different elements. In this case it has to do with inspec-
nicely with the information that was presented on Pat’s tions of the settlement on the BI side as well as closed
slide number five. The kind of top down and drill down claims on APD. Now we actually looked at different gauges
capability – once again for the different types of claims
that’s important because settlements for automobile
at the different levels of the because each of them have dif-
organization you want to ferent underlying drivers of the
be able to drill down under- cost. What we tried to do is to
neath things. If you’re one come up with a quick way for
of the mid-level managers folks to take a look at auto and
in the organization, you GL claims that would give them
want to see how your unit is a sense as to whether they were
doing, you want to see how on track or not on track. The next
your territory is doing, you slide just talks a little bit more
want to see how individual around the role-based activity
people are doing. In this that goes on. In this case what
case we just happened to we’re taking a look at are – these
use the Cognos tool in our are fake people – so in this case
claim process, in our sales what we’re looking at is Robert’s
and marketing which we’ll results and he actually works
talk about a little later, we for Tiffany Hutton, who runs a
actually used the Business particular team lead. So, Tiffany,
Objects tool. because she’s the manager, can
actually take a look at Robert’s
The last thing is we did a lot of printing by charts and
performance to see how well he’s doing and once again,
gauges because making the information visible, people
he’s doing pretty good on some of it but he needs some
can see what’s going on a lot quicker rather than sifting
improvement in other areas.
through columns of numbers. If you go to the next page it’s
just kind of a mock-up of some of the things that we took a The final slide for the claim area talks a little bit about what
look at. On the right hand side of the exhibit you’ll basically were the key elements that we were trying to work on.
see a gauge that has three colors in it – red, green and One, we were looking for metrics that were in the work
blue. And it can be looked at visually as to what goes on. environment – how people were working within their work
That’s for those people that like those visual pictures. In environment. We’re trying to take a look at how well they
the middle, underneath the chart, once again you’ll see a actually executed on the claim process or the claim quality.
line chart but there are actually numbers underneath that. And, finally, overall we’re looking at how well we did from a
Once you click on those numbers, the chart will show up. customer service point of view. We’re trying to get an idea,
So we have the ability to display the information visually as overall, how the individual is performing on these three
well as have the numbers in place. strategic elements. Because they wanted them to have
a positive work environment or they actually got all the
The other thing that we did is up in the upper left hand
information done and claims settled, but we wanted those
corner where it says all offices, we can do filtering at dif-
claims to be settled in a fair, effective manner, which really

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