To thrive in today’s business environment, insurance companies need an intelligent case management solution that can support dynamic and often unpredictable processes. At the heart of any intelligent case management initiative is the concept of putting the right information into the right people’s hands in a timely manner.
- Right Information. The information must be accurate, correct and complete. Without this basic starting point, any information system will soon fail the needs of its end users.
Right people’s hands. As with any presentation, you have to truly know your audience. The same holds true for any information system. A solid understanding of each knowledge worker’s informational needs lies at the core of providing them the information either at a detailed level to perform their daily tasks or to provide the information at a more summary/aggregate level in order to make departmental and/or corporate decisions. In addition, that information must be provided in the context/format which makes the most sense for that user.
Timely manner. Information does have a shelf life. Making decisions based upon old/outdated data can be just as lethal as decisions that are based upon inaccurate or incomplete data. A solid understanding of an organization’s data/information processing is crucial here. How much lag time (also known as latency) is incurred between the time that data is captured in transaction processing systems (TPS) to when it is reported in Business Intelligence (BI) systems must be factored into any information management solution.