Introduction

In the ever-evolving landscape of the health insurance industry, staying ahead of the curve is crucial to providing exceptional services. This case study explores how a prominent public insurer, serving 1.2 million self-employed Europeans, underwent a substantial digital transformation to overcome operational challenges and enhance customer experiences. By partnering with Global Admins, an IT tech company specializing in AI, automation, Microsoft SharePoint, Microsoft Azure, and HIPAA compliance, the public insurer successfully revolutionized its core systems and achieved remarkable results.

Challenge: Outdated Systems Hindering Efficiency

The public insurer faced significant hurdles stemming from its decades-old core IT systems. Employees struggled with time-consuming paper-based processes that impeded service delivery speed. Additionally, insured individuals encountered numerous obstacles when attempting to access or update their information. Recognizing the urgency for change, the public insurer sought a strategic partner to spearhead its ambitious digital transformation.

Solution: The Power of Tech and Human Ingenuity

To ensure a successful digital transformation, the public insurer partnered with Global Admins, renowned for its expertise in leveraging cutting-edge technologies and innovative solutions. Understanding that technology alone cannot drive meaningful change, the project commenced with design thinking exercises that placed people at the center of every decision. Collaborating closely with a team of public insurer employees, Global Admins specialists employed their agile ways of working and embarked on an ambitious journey to reimagine the insurer’s core systems.

Key Differentiators: Transforming the Status Quo

The resultant systems implemented by Global Admins showcased significant differentiators that prioritized the needs of both staff and insured individuals. Here are four standout features:

1. Artificial Intelligence-Supported Digital Workflow: By incorporating AI technologies, the insurer’s digital workflow became more intelligent, efficient, and automated. This breakthrough enabled streamlined processes, reducing the time spent on manual tasks and enhancing overall productivity.
2. Faster, Easier, and More Accessible Service Experience: The new systems optimized the service experience for insured individuals. Complex administrative tasks were simplified, allowing customers to access and update their information swiftly and conveniently.
3. Real-Time Information and Account Services: Employees and insured individuals gained access to real-time data, empowering them with up-to-date insights into accounts and services. This enhancement facilitated better decision-making and improved overall customer satisfaction.
4. Agile Delivery Methods and Collaboration: Global Admins introduced agile delivery methods using development scrums and collaboration tools like SharePoint. These frameworks enabled seamless communication, efficient project management, and enhanced teamwork, ultimately accelerating the transformation process.

Achievements and Impact: Empowering Employees and Customers Alike

Through the partnership with Global Admins, the public insurer achieved remarkable outcomes that positively impacted employees, insured individuals, and broader society:

1. Empowering Employees: With the implementation of advanced systems, employees experienced a significant reduction in time spent searching through paper-based records. This newfound efficiency allowed them to focus more on making a difference in the lives of the people they served. Additionally, the public insurer’s agile operating model enabled quick adaptability to future changes, ensuring continued excellence in service provision.
2. Enhancing Customer Experience: Insured individuals now enjoy a seamless and personalized experience, accessing their information effortlessly and accurately. The real-time availability of data eliminates unnecessary delays, providing a one-stop-shop solution that saves customers valuable time and enhances overall satisfaction.
3. Strengthening Social Fabric: As a publicly funded entity, the public insurer’s newfound efficiency, accuracy, and adaptability significantly contribute to its vital social function. By simplifying risk management for the self-employed, the insurer helps strengthen the social fabric of the country it serves, promoting economic stability and social well-being.

The public insurer’s digital transformation journey, driven by the partnership with Global Admins, stands as a testament to the transformative power of AI, automation, Microsoft SharePoint, Microsoft Azure, and HIPAA compliance. By prioritizing the needs of employees and insured individuals, the insurer achieved operational excellence and unparalleled customer experiences. This case study showcases how a strategic blend of cutting-edge technology, design thinking, and collaboration can revolutionize the health insurance industry, setting new standards for efficiency and customer-centricity.