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annuity_Life and Annuity Overview

VIEWS: 154 PAGES: 24

									                                               Life and Annuity
                                               Global Center of
                                                     Excellence

                                                               Bob McDonald
                                                   rmcdona4@CSC.com




Life & Annuity Center of Excellence Overview        10/7/2010 10:34 AM 6208-10_CSC Overview 1
Agenda


• CSC Global Life & Annuity Center of Excellence
• The Industry and Our Customers
• Our Role in Life & Annuity Industry
• Our Offerings (Products and Services)
• Case Studies
• How We Are Innovating
• How Can We Help?
• Q&A




     Life & Annuity Center of Excellence Overview   10/7/2010 10:34 AM 6208-10_CSC Overview 2
We are the Largest Provider of Solutions and Services with
Unmatched Life and Annuity Industry Experience

Experience
• 35+ years industry experience
• 300+ clients globally
• 100+ clients in US (75% of the top 25 U.S. insurers)
• 1,500 employees
Comprehensive Software Solutions
• End-to-end support of policy life cycle
• Guided by reference architecture
• 150+ million policies administered on administrative platforms
• Superior reputation for on-time, on-budget delivery

Services and Outsourcing Support
• Transformation, implementation support, release upgrades, and platform optimization
• Applications and infrastructure outsourcing — mature offshore model
• Converted 50+ million policies and contracts
• Support CSC, in-house, and third-party systems

Leader in Business Process Outsourcing
• 3.8 million policies representing $3B in premiums
• $2B in claims paid annually
• Globally connected service centers (U.S., India, South Africa)
• Service levels ranked higher than industry standards for last 5 years (Source: LOMA)
      Life & Annuity Center of Excellence Overview                          10/7/2010 10:34 AM 6208-10_CSC Overview 3
We are a network of global centers serving the Life & Annuity
Industry
                                                                                                  • Doing business in
                                                                                                    more than 90
                                                                                                    countries

                                          Denmark, Norway, Sweden                                 • 60+ World Sourcing
                                                                                                    Centers
              Canada
                                 Ireland        Germany                                           • Recognized as the
                                                                                                    global leader in
                                                                                                    process and security
                                                     Lithuania
                                          UK                                                      • SEI CMMI, ITIL, ISO
              U.S.           Benelux                                 China                          standards
                                                                                                  • 24x7, follow-the-sun
                                                    Bulgaria                                        global operations
                             France             Czech Rep. Vietnam                                  providing immediate,
                                                                                                    proven, and cost-
                                                                                                    effective support on-
                                     Spain                                                          shore or off-shore
                                               Italy         India                                • Applications,
                                    Switzerland                                                     infrastructure, SI,
                                                           Dubai Malaysia                           product
                                                                                                    development, BPO
                                                                 Singapore
                     Chile                                                                        • Language, industry
                                            South Africa
 Global Centers                                                                                     and competency
                                                                             Australia              options around the
 Outsourcing Centers                                                                                globe
 Dedicated Delivery Centers

      Life & Annuity Center of Excellence Overview                                 10/7/2010 10:34 AM 6208-10_CSC Overview 4
We have a strong and active community of customers




     Life & Annuity Center of Excellence Overview    10/7/2010 10:34 AM Partial Listing
                                                    Representative6208-10_CSC Overview    5
We have an open and collaborative culture – with 50+ CSC
sponsored client communities across the globe




                                       Executive           WikonnecT
                                      Roundtables



                                                    Clients
                                   Advisory                      Leading
                                    Boards                     Edge Forum

                                                   CONNECT
                                                         US
                                                   Latin America
                                                     Shanghai




    Life & Annuity Center of Excellence Overview                            10/7/2010 10:34 AM 6208-10_CSC Overview 6
Industry Involvement And Recognition




    First B2B Insurance Social                                             L&A BPO Ranks #1 on LOMA
          Networking Site                                                 Benchmarking Survey – 4th year


                                               Best Technology Provider
                                                  2008, 2009 & 2010

  Partner on Joint Studies                                                              IT Outsourcing Excellence
(OFC, Digital Trust, Enterprise
     Risk Management)




                                              #1 in BPO Contract Volume            Early Adopter and
        #1 IT Outsourcing                     #1 Integrated Systems & IT               Influencer
                                               Services, Best Practices

       Life & Annuity Center of Excellence Overview                               10/7/2010 10:34 AM 6208-10_CSC Overview 7
CSC and the ACLI have worked together for over five years to
further understanding of key insurance issues



                                 Industry Hot Topics         Our Audience
                                                         Federal
                  • Optional Federal Charter
                                                         Policymakers
                                                         US Consumer
                  • Annuities and Retirement Security
                                                         Market
                  • Compliance, Privacy and Security in a
                                                          Industry Executives
                    Digital World
                                                          Chief Financial and
                  • Enterprise Risk Management
                                                          Chief Risk Officers
                                                          Compliance
                  • Impact of Upcoming Regulation
                                                          Executives




    Life & Annuity Center of Excellence Overview            10/7/2010 10:34 AM 6208-10_CSC Overview 8
CSC Life & Annuity Offerings

                             Application
      Software                                    Outsourcing               BPO                   Consulting
                              Services
 • Agent Licensing        • Implementation       • Application      • Agent / Broker          • Enterprise
   and Compensation         Services               Outsourcing        Services                  Roadmaps
 • Product                • Custom               • Infrastructure   • New Business and        • Business
   configuration            development,           Outsourcing        Underwriting              Intelligence
 • New business and         maintenance and      • Managed          • Customer Service and    • Financial Risk
   underwriting             enhancements           hosting            Policy Administration     Intelligence
 • BPM and Workflow       • Release              • Offshore         • Premium, Claims,        • Business Process
                            upgrades               Outsourcing        Compensation              Analysis
 • Policy
   administration         • Conversions          • Staff            • Accounting, Reporting   • Project Planning
 • Customer service       • Systems                Augmentation     • Mail Room and             and Management
                            integration                               Printing                • Business
 • Payout processing
                          • Testing,                                • Imaging and Workflow      Transformation
 • Claims                   Verification and                                                    Program
 • Billing and              Quality                                 • Staff Augmentation        Management
   payments                 Assurance
 • Legal solutions        • Production
                            support
 • Reinsurance
                          • Staff
 • Business Analytics       augmentation
 • Rules and
   calculations




  Life & Annuity Center of Excellence Overview                                    10/7/2010 10:34 AM 6208-10_CSC Overview 9
Application Software


                             • How We Help
      Software
                                – Support all L&A products with the industry's most function-rich
 • Agent Licensing                software
   and Compensation             – Improve speed to market, increase productivity and lower
 • Product                        operating costs with flexible components
   configuration
 • New business and             – Integrate applications with a standardized reference architecture
   underwriting
 • BPM and Workflow             – Gain measurable results with revamped processes and
 • Policy                         technologies
   administration
 • Customer service          • CSC Credentials and Experience
 • Payout processing
                                – Market-leading applications, supporting 80 million L&A contracts at
 • Claims
                                  the nation’s largest carriers
 • Billing and
   payments                     – Innovative software developed collaboratively with an active users’
 • Legal solutions                community and standards-setting organizations such as ACORD
 • Reinsurance
 • Business Analytics
                                – Industrial-strength systems proven in CSC’s BPO operations
 • Rules and
   calculations




     Life & Annuity Center of Excellence Overview                        10/7/2010 10:34 AM 6208-10_CSC Overview 10
Largest Provider of Applications

            Solution Brand Name                               Region                      Category
Wealth Management Accelerator (wmA)                  North America           Policy Management
VANTAGE-ONE                                          North America           Policy Management
CyberLife                                            North America           Policy Management
Integral                                             All Regions             Policy Management
Graphtalk A.I.A.                                     EMEA & Latin America    Policy Management
FUTUREfirst Asia (A.I.A.)                            Asia                    Policy Management
Product Accelerator (pA)                             All Regions             Product Configuration
Visual Product Modeling Systems (VP/MS)              All Regions             Rules & Calculations
New Business Accelerator (nbA)                       All Regions             NB & Underwriting
Customer Service Accelerator (csA)                   All Regions             Customer Service
PerformancePlus                                      All Regions             Compensation
Claims Management                                    All Regions             Claims
Automated Workflow Distributor (AWD)                 All Regions             Image & Workflow (BPM)
Business Analytics                                   All Regions             Business Intelligence




      Life & Annuity Center of Excellence Overview                          10/7/2010 10:34 AM 6208-10_CSC Overview 11
Application Services

   Application                 • How We Help
    Services                     – Provide implementation and system integration services for CSC
 • Implementation
                                   application
   Services                      – Perform release upgrades to allow clients to get and stay current
 • Custom                          on core applications
   development,
   maintenance and
   enhancements
                                 – Consolidate policy systems using CSC ConversionEdge
 • Release                       – Accelerate critical development projects with experienced global
   upgrades                        resources
 • Conversions
 • Systems
   integration                 • CSC Credentials and Experience
 • Testing,                      – Hundreds of successfully conversions using established
   Verification and
   Quality                         methodologies, tools and insurance-specific metrics
   Assurance
                                 – Mature global sourcing model providing lower costs and higher
 • Production
   support                         quality results
 • Staff                         – On-time and on-budget service delivery
   augmentation
                                 – Insight gained managing hundreds of client systems, as well as
                                   CSC’s own technology
                                 – Platform-neutral position


     Life & Annuity Center of Excellence Overview                        10/7/2010 10:34 AM 6208-10_CSC Overview 12
Conversions and Data Migrations Are Our Business

• Performed 175 conversions over the last
  10 years (~50M policies)
• Converted 4+ million policies in the last 12
  months
• Employ proven conversion and project
  management methodologies
• Deliver predictable results using time-
  tested
 – Conversion programs
 – Tools
 – Balancing and auditing procedures
• Continuous refinement of processes
 – by applying ―lessons learned― and using
   predictable and repeatable processes


    Life & Annuity Center of Excellence Overview   10/7/2010 10:34 AM 6208-10_CSC Overview 13
Outsourcing Services*

                                  • How We Help
      Outsourcing
                                     – Modernize your IT environment with on-demand access to a
     • Application                     secure, scalable computing
       Outsourcing                   – Solutions & services for mainframe, midrange, network, desktop
     • Infrastructure                  and data center operations
       Outsourcing
                                     – Improve speed and flexibility with unlimited capacity, IT innovation
     • Managed                         and skilled global resources
       hosting
     • Offshore
                                     – Reduce infrastructure support costs by eliminating overcapacity
       Outsourcing                   – Meet service level commitments to internal customers
     • Staff
       Augmentation               • CSC Credentials and Experience
                                     – Trusted by demanding organizations, including the US Department
                                       of Defense, US Intelligence community and Global 2000
                                       corporations
                                     – Global vendor agreements that provide economies of scale while
                                       still allowing vendor-neutral choices
                                     – SAS70 Type II data centers backed by ITIL best practices
                                     – Compliance with ISO, SEI-CMM and Lean/Six Sigma standards for
                                       quality and process improvement
*Plus many services offered by other CSC business units

      Life & Annuity Center of Excellence Overview                          10/7/2010 10:34 AM 6208-10_CSC Overview 14
BPO Services
                             • How We Help
         BPO                    – Shift fixed costs to variable costs
 • Agent / Broker
                                – On-demand access to skilled global resources, leading systems
   Services                       and proven processes & metrics
 • New Business and             – Launch new products, diversify product lines and harvest value
   Underwriting
 • Customer Service and
                                  from closed blocks of business
   Policy Administration        – Meet exacting service levels
 • Premium, Claims,
   Compensation                 – Free up management to focus on increasing market share
 • Accounting, Reporting
 • Mail Room and             • CSC Credentials and Experience
   Printing
 • Imaging and Workflow         – Millions of policies and billions of premium dollars under
 • Staff Augmentation             administration – consistent growth since its creation in 1995, from
                                  50k policies to 3.8million policies administered
                                – Best practice-based BPO operations that surpass industry averages
                                – Globally integrated operations staffed with insurance-savvy IT and
                                  business professionals - offshore operations rated at CMM Level 5
                                  and PCMM Level 5
                                – Proven methodologies for transition, business continuity and
                                  security
                                – Support all business and IT functions from New Business to Claims

      Life & Annuity Center of Excellence Overview                         10/7/2010 10:34 AM 6208-10_CSC Overview 15
Americas Life and Annuity

BPO Services Are Tailored To Each Client Depending On Their
Strategic And Tactical Goals

Single Process
Support for one or more functions (new business, policyholder service, claims, payouts,
mailings, etc.)
New Product Launch
Support of product design, interface development, system setup, administrative control and
procedures — typically includes post-launch administrative services
Closed Blocks or Non-Core Business
Complete administrative and IT support for single- or multi-line products.
Typically large blocks in Life, or small or non-core lines in P&C
New or Active Books of Business
New business, underwriting, administration and IT support for single- or multi-line active
products
Virtual Company
Product launch services, new business, underwriting, administration and IT support.
Insurer retains core team for risk, distribution channel and capital management


      Life & Annuity Center of Excellence Overview                  10/7/2010 10:34 AM 6208-10_CSC Overview 16
Consulting Services*

                            • How We Help
   Consulting
                              – Create multi-year application portfolio roadmap to meet a carrier’s
 • Enterprise                   long-range business strategy
   Roadmaps
 • Business
                              – Provide overall data strategy and business intelligence roadmaps
   Intelligence                 for carriers
 • Financial Risk
   Intelligence               – Provide an external point of view around efficiency/ effectiveness
 • Business Process             of insurance business operations for a carrier
   Analysis
 • Project Planning           – Plan and manage complex business transformation projects
   and Management
 • Business                 • CSC Credentials and Experience
   Transformation
   Program                    – We have prepared roadmaps for both large and small carriers in
   Management
                                the U.S. (American Family, Farm Bureau Life, Symetra, AXA)
                                resulting in major system improvements
                              – Business Transformation for AXA annuities involving AWD
                                process management, Wealth Management Accelerator and New
                                Business Accelerator



 *Plus many services offered by other CSC business units
     Life & Annuity Center of Excellence Overview                        10/7/2010 10:34 AM 6208-10_CSC Overview 17
What is an Enterprise Roadmap?


    Fact                                                                                                                             • An Enterprise Roadmap is a systematic process aimed at
 Finding                                                                                                                               clarifying your organization’s business and IT objectives and
                                                                                                                                       recommending the most timely and efficient method of
                                                                                                                                       achieving an end state leveraging CSC products and
                                                                                                                                       services.
  Target
                                      Service Delivery                        Service Framework
                           New                                                          Process
                                                    CCPS                              Choreography
                         Business        IVR                                                                             xxx
                        Accelerator               Publishing                             (BPEL)
                                                                                                                       Console
                                                               B2B
                         Customer
                                          Claims       Web                                 Message        Tivoloi
                          Service                                           xxx
                                        Accelerator   Portal                                Broker       Security




    End
                        Accelerator




                                                      Enterprise Service Bus




   State                    XXX
                             AOS
                              AOS
                                          VANTAGE-
                                            ONE
                                                         Cyberlife    CIS
                                                                                   CMF,
                                                                                  Focus,
                                                                                   etc.
                                                                                                      IWP                  Clarify
                                                                                                                                     • The Roadmap begins with strategic goals and objectives –
                                                                                                                                       both business and technical – and utilizes these to guide the
                                                               Service Providers



                                        End State "Service Oriented Architecture"




                                                                                                                                       end-state definition and to drive the changes.
                        High




    ROI/                                       Secondary Priorities
                                                                                                Home Runs




Options/     Economic
               Value
                                                                                                     “Bite the
                                                                                                                                     • The Roadmap defines a ―clear path to action‖ for near-term
Priorities
                                                                Challenge the                         Bullet”
                                      Don’t Bother
                                                                    Need



                         Low
                                 Low

                                         Strategic Imperative/Competitiveness
                                                                                                                    High
                                                                                                                                       steps that get the change effort energized.


                                                                                                                                     • The analysis and results are at a high-level, targeted to
                                                                                                                                       guide your organization’s decision-making.
Roadmap

                                                                                      “Fast Track”
                                                                                      Opportunities




              Life & Annuity Center of Excellence Overview                                                                                                                   10/7/2010 10:34 AM 6208-10_CSC Overview 18
 We Deliver Measurable Value

                                            Enable Business Growth
                            PENN MUTUAL                        AXA
  In just 18 months, transformed processes                     Strategy in place to obtain double-digit
       achieving 20% growth in new annuity                     growth with CSC architected and hosted
  business - without adding additional staff.                  annuity platform.


                                                  Drive Down Costs
                                 MANULIFE                      CONSECO
    50% reduction in costs from large-scale                    50% reduction in IT support staff. Increased
consolidation w/minimal disruption. Acquired                   volume while lowering costs, standardized
   a major U.S. rival, more than doubling its                  processes, shortened claims turnaround,
      size to become a top-five U.S. carrier.                  accelerated commission processing.


                                                Improve Operations
                                 JACKSON                       AMERICAN NATIONAL
     Reduced processing times, resulting in                    Consolidated 5 admin systems to CSC platform
       faster claims payouts and improved                      resulting in faster product launches & improved
                         client satisfaction.                  operations



         Life & Annuity Center of Excellence Overview                           10/7/2010 10:34 AM 6208-10_CSC Overview 19
Announcing “Integral”
                                                                                 Key Features
• Family of global, scalable life and pensions, P&C/general              Optimized for current
  and group insurance administration products                            technology platforms
 – Java versions of the former Life/Asia, POLISY/Asia, POLISY/J          Easy to implement and
   and GROUP/Asia family of CSC software                                 integrate quickly
 – Includes comprehensive policy/group management and                    Low TCO - inexpensive
   product configuration and business analytics components               to run, enhance and
                                                                         maintain
• Designed specifically for
                                                                         Implemented either in-
 – Multinational insurers needing a single platform for regional or      house or through a BPO
   international operations                                              service
 – Domestic insurers wanting to launch a new product quickly             Comprehensive,
   without disrupting their existing processing                          localized multi-line
                                                                         functionality supporting
 – Insurers needing a self-contained insurance admin solution for
   quick start-up of new ventures                                        34 countries
                                                                         Large user base of
 – Multi-line insurers looking for a complete, low maintenance
   processing capability for a second line of business.                  nearly 125 licensees




      Life & Annuity Center of Excellence Overview                    10/7/2010 10:34 AM 6208-10_CSC Overview 20
WikonnecT launched 1 year ago for all products and ramped up 2,000 Life
and Annuity Customer Users

                                                                         Social Networking
                                                                        24x7 Collaboration
                                                                        Over 10,000 Users
                         WikonnecT                               P&C and L&A Communities

                                   Communities and Events
                                       Executive Exchange, Leading Edge Forum
 Executive &
                                       Roundtables, Advisory Councils, Fly-ins, Networking
 Management
                                       Forums
                                       Product Forums, Networking Forums, Implementers’
 Business &
                                       Group, Architecture Fly-ins, Development Groups,
 Technical Users
                                       Design Workshops

 Employee Communities                  Affinity Groups, Celebrations


                       Rolling out over 40 training videos on the Wiki

  Life & Annuity Center of Excellence Overview                          10/7/2010 10:34 AM 6208-10_CSC Overview 21
Mobile Insurance Initiative

Extending insurance services to mobile apps
We’re Creating Buzz …




       Life & Annuity Center of Excellence Overview   10/7/2010 10:34 AM 6208-10_CSC Overview 22
Agenda


• Who we are: The CSC Global Life & Annuity Center of Excellence
• Our Customers
• Our role in the industry
• Our products and services
• Case Studies
• How we are innovating
• How can we help? Q&A




     Life & Annuity Center of Excellence Overview   10/7/2010 10:34 AM 6208-10_CSC Overview 23
How to reach us
                                                  Contact:
                                                  USA
                                                  Nancy Bass
                                                  nbass@csc.com

                                                  EUROPE
                                                  Francoise Dibben
                                                  fdibben@csc.com

                                                  INDIA
                                                  Jyotimoy Banerji
                                                  jbanerji2@csc.com

                                                  ASIA
                                                  Prakash Mathew Thomas
                                                  Pthomas35@csc.com




   Life & Annuity Center of Excellence Overview             10/7/2010 10:34 AM 6208-10_CSC Overview 24

								
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