—Bureau Chief, State Agency
Client Problem: The CDI processed virtually all insurance applications and renewals via manual processes for individuals and business entities. During peak loads, efficiency declined significantly—sometimes exceeding 60 days for processing due to the manual processes.
Natoma Solution: The CDI engaged Natoma to incrementally improve its efficiency by engaging a series of projects that leveraged the existing legacy client/server systems and implemented a customer-facing Internet solution. The solution allows individual or business insurance agents to perform self-service application processing (initial, renewal, duplicate requests, and change of address) and fee submission via a secured Web environment. Natoma used CDI-standard Java and Oracle development tools to create the self-service tools for individuals and businesses; updated internal client/server systems to allow online, real-time updates; and created a reporting tool for internal users to manage/monitor online activities.
Results: The new systems reduced the CDI’s processing time over 600% and increased application throughput for the Producer Licensing Bureau from a peak of 60 days to less than 10. Now over 90% of all insurance processing needs for individuals and businesses use the self-service tools.