INFORMATION SYSTEMS & ELECTRONIC COMMERCE – GST 5083MODERNIZATION OF NTUC INCOME

ASSIGNMENT 2 – CASE STUDY 1TITLE: MODERNIZATION OF NTUC INCOME

LECTURER: PROFESSOR DR. RUSLI ABDULLAH(email: rusli@upm.edu.my)

GROUP 13 Matrix No:1. Hj Nasseruddin Bin Hj Abdul Jabar -

P13D142P2. Hj Zulkifflee Bin Hj Sofee - P13D136P3. Chong Min Fatt - P13D154P

Prepared by: Hj Zulkifflee

INTRODUCTION

• NTUC Income is a life and General Insurance Company based in Singapore.

• NTUC Income Insurance Co-operative Limited was established in 1970 in response to the growing need for affodable insurance for Singaporean workers

INFORMATION SYSTEMS& ELECTRONIC COMMERCE – GST 5083MODERNIZATION OF NTUC INCOME

INTRODUCTION

• Today, it is the only insurance co-operative in Singapore.

• With a modest capital of $1.2 million, NTUC Income has become Singapore’s leading composite insurer offering life, health, general insurance and investment-Linked products with total assets of about $31 billion as at end of 2012.

INFORMATION SYSTEMS & ELECTRONIC COMMERCE – GST 5083MODERNIZATION OF NTUC INCOME

INFORMATION SYSTEMS & ELECTRONIC COMMERCE – GST 5083MODERNIZATION OF NTUC INCOME

Question 1. What were the problem faced by Income in the case? How were the problem resolved by the new digital system?

Question 2. What types of information system and business processes were used by Income before migrating to the fully digital system?

Question 3.Describe the Information systems and IT infrastructure at Income after migrating to the fully digital system?

Question 4. What benefits did Income reap from the new system?

Question 5 – How well is Income prepared for the future? Are the problems described in the case likely to be repeated?

Question 1. What were the problem faced by Income in the case? How were the problem resolved by the new digital system?

The problem faced by NTUC Income are:-i. Delay day by day in business process and the process were very tedious and

paper-based.ii. The existing system is HP 3000 mainframe still frequently broke down.iii. Backup data in a costly and tedious process, would risk losing important data.iv. The COBOL program also faced multiple broke down. It will make a process

slowly.

INFORMATION SYSTEMS & ELECTRONIC COMMERCE – GST 5083MODERNIZATION OF NTUC INCOME

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The problem resolve by:i. Providing the Java based eBao life system from eBao

Technology.ii. The software comprised three subsystems Technology, Policy

Administration, Sales Management and Supplementary Resources.

iii. All applications resided on two or more software.iv. Minimized downtime occurence due to hardware or operating

system failure.v. Better communicating with customers.

INFORMATION SYSTEMS & ELECTRONIC COMMERCE – GST 5083MODERNIZATION OF NTUC INCOME

Question 2. What types of information system and business processes were used by Income before migrating to the fully

digital system?

• Before migrating to the fully digital system, Income used eBao Technology. The eBao Technology included:-

i. HP 3000 mainframe, that bosted the core insurance applications as well as the accounting and management information systems.

ii. The COBOL program that were developed in the early 1980s and maintained by Income’s in house IT team.

INFORMATION SYSTEMS & ELECTRONIC COMMERCE – GST 5083MODERNIZATION OF NTUC INCOME

INFORMATION SYSTEMS & ELECTRONIC COMMERCE – GST 5083MODERNIZATION OF NTUC INCOME

For the business progress, transaction processing for policy underwriting was still a batch process and information was not available to agents and advisors in real-time.

To launch new product, time taken were ranged from few weeks to months.

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Question 3.Describe the Information systems and IT infrastructure at Income after migrating to the fully digital system?• Income migrating to the digital system in June 2003. Information system

after migrating;• i. Switched from eBao Technology to the Java eBao LifeSystem in

June 2003.• ii. The software comprised three sub-systems, Policy Administration,

Sales Management and Supplementary Resources.• iii. All applications resided on two or more servers, each connected

by two or more communication lines, all of which were “load balanced”.

INFORMATION SYSTEMS & ELECTRONIC COMMERCE – GST 5083MODERNIZATION OF NTUC INCOME

continueReplaced its entire IT Infrastructure with more robust, scalable architecture, Example;

• Scanner for all servicing branches• Chabged monitor to 20 inches• Upgraded OC RAM size to 128 MB• New hardware and software• Database servers• Web Servers

INFORMATION SYSTEMS & ELECTRONIC COMMERCE – GST 5083MODERNIZATION OF NTUC INCOME

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Installed disk storage systemLAN cable with faster cablesA fiber-optic backboneWireless capability

INFORMATION SYSTEMS & ELECTRONIC COMMERCE – GST 5083MODERNIZATION OF NTUC INCOME

Question 4. What benefits did Income reap from the new system?The benefits reap from the new system are;i. The system can be accessed anytime by staff and advisors.ii. Information sharing among staff members become faster.iii. Allowed Income to view summary of each customer.iv. Under new system, all documents were scanned and stored

on”trusted’ storage devices-secure.v. Minimized downtime occurrence due to hardware or

operating system failures.

INFORMATION SYSTEMS & ELECTRONIC COMMERCE – GST 5083MODERNIZATION OF NTUC INCOME

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The benefits reap from the new systems are;i. Cross selling became easier, and customer service could be

improved.ii. Simplified workflows cut policy processing time and cost by

half.iii. Greatly rduced the time required to design and launch new

products from months to day.iv. Online support of customers, agent and brokers.

INFORMATION SYSTEMS & ELECTRONIC COMMERCE – GST 5083MODERNIZATION OF NTUC INCOME

Question 5 – How well is Income prepared for the future? Are the problems described in the case likely to be repeated?• Income is prepared very well for the future.• Income was switched to the Java based eBao LifeSystem from

eBao Technology.• The management of information system was changed to three

levels or structure –Policy Administration, Sales Management and Supplementary Resources.

• Income decided to replace its entire IT infrastructure with more robust scalable architecture.

• Income also revamped its business continuity and disaster-recovery plans.

INFORMATION SYSTEMS & ELECTRONIC COMMERCE – GST 5083MODERNIZATION OF NTUC INCOME

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• Income had to throw away all paper records, including legal documents. All documents now were scanned and stored on “trusted” storage devices-secured.

• Income had to train employees who had been accustomed to working with paper to use the eBao system and change the way they worked.

We don’t think the delay day to day, tedious and paper-based will be repeated. With the new system, income going forward to the new environment and new culture in the business process which will enhance performance and give a competitive advantage to Income.

INFORMATION SYSTEMS & ELECTRONIC COMMERCE – GST 5083MODERNIZATION OF NTUC INCOME

THANK YOU• PREPARED BY GROUP 13:

HAJI ZULKIFFLEE BIN HAJI SOFEE - P13D136PHAJI NASSERUDDIN BIN HAJI ABDUL JABAR - P13D142PCHONG MIN FATT - P13D154P

INFORMATION SYSTEMS & ELECTRONIC COMMERCE – GST 5083MODERNIZATION OF NTUC INCOME