For decades banks have been servicing their customers with automated Information system infrastructure based on the core banking system. The need to have every business process automated from tellering to loans and borrowing has been the idea of any banking facility. The implementation of automated teller machines in banks offered self service to customers which resulted in convenience of withdrawal and money transfer. Technology has been changing rapidly resulting in the need to have more complex and first hand technological structure of the information systems. This paper discusses the process undertaken in the planning and analysis of claims management system in banking facility. During the process, all the tasks undertaken in the project and estimated durations have been highlighted as planned in the project management software (Davidson Frame, 2014). The end of the report also discusses the methods used to collect information on the existing banking system and research findings based on this data. The project also gives the management a recommendation on what they need to implement.
Keywords: Technology, automation, bank
Claims management system in banks is used to help customers place claims on the reversal of transactions and pending payments. Most banks have not automated this process since a customer has to call and wait on the line to get the process done manually. This approach leaves customers frustrated and unable to perform urgent transactions of claims.
Automating claims process in a bank is likely to result into customer satisfaction and reduced workload on the operations team of the bank. This will also offer convenience and reduce delays of the process in the banks. The key to the success of any business is customer satisfaction and reliability in the systems. Real time processing of claims is what every bank requires to put the customers close since errors are common in any information system.
Alpha Bank is a profit making bank that has been operating for the past 7 years with multiple branches across the region. The bank has been dealing with different forms of services such as mortgage, money transfer, mobile banking and savings and deposits. The bank has been able to perform well due to its automated core banking system that has been well deployed and maintained.
The banking system has been able to deliver the basic business requirements of a banking facility but more remains to be implemented and modified for the system to be fully operational. Complains from the customers on the amount of time taken to conduct the customer service center for filing their claims has been worrying the bank and this calls for a more automated way of doing this process. The bank is profit making and has the capability of implementing a system on a new infrastructure. Some of the constraints to this process could be the cost of implementation, time frame for implementation and the expected disruption of customer service during integration to the core banking system. The fact remains that Alpha Bank needs this system in place for the purpose of customers and other agents. It is the decision of the management of the bank to allow us analyzes the system and decides on the integration points for the system and achievement of the expected business requirements.
Scope of the Project
The analysis and planning phase aims at looking deeper into the current system, collecting relevant data in order to come up with the design and model for the new expected claims management module in the bank. The process will be successful if information is sort from every component of the bank including the management, staff and customers. The information collected and analyzed will help in coming up with the business requirements for the automation process.
The adoption of the proposed system will be useful in coming up with the maximum development of customer relationship with the bank. The bank is in need of this automation process in order to come up with the new experience of customers and staff (Pinto, 2015). The implementation is based on improving the processing of the claims process and relief to the operation staff and customer service in the bank.
The analysis and planning process will be for the purpose of formulating objectives for the forthcoming project and recommendation to the bank management and stakeholders to adopt the system with real facts. The process will not go into development or design of any procedure.
During these processes, a work breakdown structure was developed with activities and tasks was used to measure the progress and duration required for every task to see the success of the project. Microsoft project office was used as the monitoring tool for this process. Below is a list of activities that were involved in the analysis and planning process to generate the report.
|1||Automation of Claims Process|
|1.1||Case organization Identification|
|1.3||Current system analysis|
|1.7||Time management structure|
|1.7.1||Work breakdown structure|
|1.8||Task sequencing structure|
|1.10||AS IS process|
In this phase organization documents were reviewed to ascertain its goals. The current system documentation is also reviewed to determine its scalability. It will also help in evaluating operation of the current system in claim processing.
Automation of claim processing helps the bank to efficiently serve its customers without delay as seen in the current system (Larson, 2013). Manual filling and processing of claims proves to be cumbersome and involving m some files may be lost in the process causing a customer to re-start the process, Time delay and dissatisfaction of customers may cause the bank to loss its customer base.
Interviews provide an overview of the system from the aspect of its users. People from different departments were selected to be interviewed. Their feedback proved to be of much importance in the automation process.
People selected to be interviewed were Chief Executive Officer (C.E.O), Head of Information Technology, Finance Director, Operation Manager, Loan Manager, and Claim Approval Officer
Chief Executive Officer (Albert Martin): To determine objectives of the firm and provide a futuristic view of the firm, such as expected expansion plans.
Head of Information Technology (Alice Daniel): To evaluate the Information technology infrastructure of the bank and analyze required improvement for the automation.
Finance Director (David Johnson); this to assess financial implication of the current manual system compared to expected results after automation.
Operation Manager (Morris Eden); Scheduling of task and operation management view is critical in determining the challenges encountered,
Loan Manger (Mark Duck); Determines how loans are issued and criteria used.
Claim Approval Officer (Steven Joseph); Helps to evaluate the process under which a claim may undergo before it is approved and processing finalized.
The following questionnaire was used to collect the information from the members of Pham care hospital.
Does the current system support claims management in the banking process?
Will the new system improve efficiency in claims management in the banking proces ?
- Strongly Agree
- Strongly disagree
- Not Sure
Will the system increase the productivity of the banking facility?
In what percentage will the new system increase service satisfaction?
- Below 20%
- Above 50%
Will the new system improve the speed of claims processing in the bank?
From the observation and evaluation, claim automation would improve the efficiency In service delivery to customers. The bank would benefit from reduced manpower requirement to process and file the claims. Customer satisfaction improves referral hence the customer base of the bank will grow. It is evident that loss of claims and delay caused in the manual processing of claims has made the bank incur losses. Automation will reduce unnecessary redundancy hence low manpower requirement.
Implementation of the proposed claim processing is the way for the bank to improve its’ service delivery and reduce loss of unprocessed claims due to lack of proper filling. Result from similar banks where claim processing has been automated shows great increase in revenue and customer return ration is higher.
Automation of claim processing is the only solution available to guarantee maximum productivity, efficiency, complete filling and retrieval of claim files, reduced processing time.
To boost revenue, customer satisfaction and have a competitive edge it is recommended for the bank to automate claim processing.
It is important for any company seeking changes in their information systems to take the course of a systematic planning and analysis procedures in the process of coming up with the business process requirements (Kothari, 2004).
AS IS Process
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