Q1. What were the problems faced by Income in this case? How were the problems resolved by the new digital system?

* The problems faced by NTUC Income are delay day by day in business process and the processes were very tedious and paper-based. * The existing system is HP 3000 mainframe still frequently broke down. * Backup data in a costly and tedious process, would risk losing important data. * The COBOL programs also faced multiple broke down. It will make a process slowly. * Hardware failures caused six days of complete downtime and reconciliation took several month to restore the data loss. * They also lost opportunities to cross-sell
The problems resolve by: * Switching to the java based eBao LifeSystem from eBao Technology. * Dividing three subsystems tehchnology into the software, Policy Administration, Sales management and Supplementary Resources. * Residing all applications on two or more software. * The LAN cables were replaced with faster cables, a fiber-optic backbone, and wireless capability. * Implement a real-time hot backup disaster-recovery center. * Replace entire IT infrastructure with a more robust, scalable architecture. * Minimizing downtime occurrence due to hardware or operating system failure. * Better communication with costumers.

Q2. What types of information systems and business processes were used by Income before migrating to the fully digital system?

* HP 3000 mainframe that hosted the core insurance applications as well as accounting and management information systems. * The COBOL program that were developed in the early 1980s and maintained by Income’s in-house IT team.
For the business process, transaction processing for policy underwriting was still a batch process and information was not available to agents and advisors in real-time.
The time needed to design and launch a new product was ranged from few weeks to months.

Q3. Describe the Information systems and IT infrastructure at Income after migrating to the fully digital system?

eBao Life System * It is Java based software system from eBao technology * Provided seamless integration with imaging and bar code technology * Comprised three subsystems- Policy administration, sales management and supplementary resources. * Very customer-centric that contains a product definition module. * The best system with much lower cost and much shorter implementation time.

Replace its entire IT infrastructure with more robust, scalable architecture. Example: * Scanner for all servicing branches * Change monitor to 20 inches * Upgraded OC RAM size to 128 MB * Installed disk storage system * Replaces LAN cable with faster cables * A fiber-optic backbone * Wireless capability * Real-time hot Backup disaster-recovery center * Scanned legal documents

Q4. What benefits that Income reap from the new system?

The new system brings benefits in three aspects: 1. Saving internal document * Having a hot back up disaster – recovery center that operates 24/7 with their own storage makes harder in losing internal data. * Creating a digital legal document instead of manual paper documents makes easier in storing and finding.

2. Increasing the Efficiency * The system can be accessed anytime by staff and advisors. * Faster communication to access information * 50% savings in both time and cost * Singular view of every customer-across products and channels. * Designing and launching new product is easier

3. Helps achieving company’s goal by having customer centered system * Straightforward way to communicate with clients * The system allow for online support of customers, agents and brokers

Q5. How well is income prepared for the future? Are the problems described in the case likely to be repeated?

1. How well is Income prepared for the future? They have to do continuous development to be prepared for the future. The migration and upgrading is only to fulfilled current requirement. Maybe only for the TPS (Transaction Processing System) application ability to support changes in business process. But for IT infrastructure need to replaced or upgrade from time to time due to technology changes which are growing from day to day.
2. Are the problems described in the case likely to be repeated? The new system is not flawless. Some fault will still occur. Therefore, they should keep preparing for the future. As before, they have to invest a lot on IT, not only upgrading and maintaining their device and system, but also training their staff.