Section 4: Technology Utilization Flashcards
What are the five benefits of technology?
Technology increases revenue
Technology allows measurement
Technology improves the customer experience
Technology helps build a consistent experience
Technology can increase employee satisfaction
What are the five levels of utilization?
Level 1 - Essential Utilization
Level 2 - Defined Utilization
Level 3 - Managed Utilization
Level 4 - Quantified Utilization
Level 5 - Optimized Utilization
What is the level 1 utilization?
Level 1 = Essential Utilization
Technology is used minimally
Usually just phones, workstations, email, only basic items
Systems are not integrated, many things are handled manually
What is level 2 utilization?
Level 2 = Defined Utilization
Begins to define workflows to provide practical and efficient use of technology
Still inconsistent usage of technology
No way to measure use or impact on agency/customers
What is level 3 utilization?
Level 3 = Managed Utilization
Workflows and technology are managed to provide processes to meet customer needs
Structured and have consistency to support the agency
Systems are integrated so phones and email work with agency management systems
Client support is provided through websites
What is level 4 Utilization?
Level 4 = Quantified Utilization
Agency begins to measure value and efficiency from technology implementation
Focus is on staff productivity and how to provide the best service
Data quality becomes high priority
Technology integration becomes seamless
What is level 5 utilization?
Level 5 = Optimized Utilization
Agency reduces employee burden
Technology is used to conduct more tasks in the agency
Less non-productive time spent on processing workflows
More time spent on managing and measuring quality of activities that impacts customers
What are the four steps moving from one technology to another?
Build the base
Establish the agency way
Measure for success
Move on to the next level
What are the steps to conduct an internal needs assessment?
Establish time related goals
Develop a set of questions and answers to guide the thinking and research of whether to upgrade or convert
Make a checklist of things to consider during the assessment
Plan for a commitment to training
Decide whether to upgrade or convert
Assemble information and data collected in the previous step in a comparison chart
What factors should you consider before moving forward with a decision to upgrade or convert it’s technology?
Hard and soft costs
Considering compatibility
System access
Cleaning data
Reports
What are standards, procedures and workflows?
Standard is a stated, acceptable level of performance
Procedure defines the things an agency must do to achieve a stated standard
Workflow describes the specific keystrokes and steps employees need to perform
How do you conduct an operational (workflow) assessment?
Identify current workflows
Looks for inconsistencies
Determine hands on and elapsed time for various activities
Use information gathered in other steps to change procedures and improve efficiency
What are the two factors of information management?
Information management = Complete database + document management
What types of client information is stored on an agency’s database?
Email
Carrier generated documents such as policies and endorsements
Electronic and paper faxes
Regular paper mail scanned into digital form
Photos
Other means of communication
Formal reports
