Success Stories
End-to-End back office Process
Client Background
A leading UK-based niche player with innovative products in the Life & Pensions business space.
Process Description
End-to-end back-office processes spanning application to claims processing and includes Business Process Re-engineering (Phase 1)
- Business Volumes:Volumes of business transactions are higher due to increasing demands. The surge in demand filled with the help of temporary staff, leading to higher costs
- Process Complexity: As the business gets more competitive, the products, service offerings and platforms gets more complex thus multiple standards and platforms pose a direct challenge for new business
- Duplication of effort/unclear responsibilities: Multiple overlapping functions and capabilities resulting in inefficient use of time
- Inconsistent processes / breaks in processes:Inefficient processes results in difficulties in cross training and increased processing time/misalignment of priorities
- Productivity: Productivity due to sub optimal staff utilization
- Lack of automation: Manual processing
- Low performance management: Existence of few internal measures and benchmarking
- Aging Systems and Platforms: Frequent and costly maintenance with poorer functionality leading to higher processing time (due to manually navigating between multiple screens)
- Currently, HCL is engaged in re-engineering the processes (prior to offshoring). The BPR exercise is expected to continue for close to 30 months (onsite).
The key solution areas are as follows:- Write/Update Business Procedure documents (also allows to capture As-Is state of the business)
- Implementation of Workflow in Post Issue areas (most of the New Business areas were covered by the existing workflow)
- Delivery of Identified Quick Wins (more of Process related quick wins, less of IT dependencies)
- Implementation of Single Customer view
- Post Issue automation (to eliminate manual processing)
- Implementation of ICR solutions to reduce data entry effort
- Automate the client correspondence, streamline the mail room functions
- Segregation of Data and Voice (as the voice is expected to be served from the UK and data from India)
- Bench marking our clients "Span of control" to the best available in the Industry and modifying /automating the processes to ensure the same is achieved
- Since the client's operations and legacy systems are over 50 years, complexities are more, HCL has initiated the IT outsourcing engagement to optimise and rationalise the underlying IT systems. Subsequently, the development/ enhancements/ support/ maintenance of these systems would be executed by HCL from India
- To provide the client with complete benefits of outsourcing/offshoring, HCL has also initiated IT Infrastructure outsourcing. This would allow the IT Infrastructure to be managed by HCL from India. All the servers, desktops, data rooms are supported by HCL
- The entire engagement has been devised to lower the cost of operations and delivery and thus lowering the TCO
- Bringing metrics for the client to the point where "Per Policy Cost" is measurable
- The roadmap for the client is to bring the current cost of servicing from GBP 40/policy to less than GBP 20/policy
