IT 510 Module Two Case Study
are employed in the corporate IT department of URCovered, Inc., which is one of
the largest major auto insurance companies in North America. Based on a
yearlong study, your company management has identified a mobile application as
an opportunity to improve customer service in the area of claim management. There
are both positive and negative arguments presented by management on how the
mobile application can influence customer relationships. As a result,
management decided to form a dedicated committee to study the problem further.
The committee has two months to complete the study and will then return and
present their results to management. Based on the additional study results,
management believes they will be able to make a much more informed decision
that is in the best interest of both the company and its customers.
an IT business analyst, you are selected by management to perform the IT study
of the mobile application. You will follow the IT company standard project
process to complete the outputs supporting the initiation and discovery steps.
The resulting output model will be presented to management for a GO/NO GO
decision. In the event there is a GO decision, the model output will be used as
input to the remaining project steps of construction, verification and
validation, and closeout. In the event of a NO GO, the resulting output
documents will be archived accordingly and the project will move to closeout.
following information was noted during management meetings and should be able
to get you started:
In the monthly
management meeting, one of the agenda items was to discuss the claims
management system. This system is over 5 years old now and it does a fantastic
job of managing customer claims internally for case managers. The case manager
is responsible for the entire workflow beginning with the initial claim request
and ending with the final customer follow-ups after a claim has been completed.
The system is well integrated with accessibility via the web for all people
involved with the claim, including car repair shops, auto body, paint shops,
etc. The web application screens are user friendly however they do require a
computer to access. Based on the case manager contact with customers as well as
other survey based feedback channels, it was determined that customers would
prefer to use a mobile application because they don’t really use a computer any
more. They found that they called their case manager instead of logging into
the web application.
discussion continued regarding the mobile application, the managers believed
that it was a great idea. The discussion began to dive further into details and
some managers quickly recognized that maybe a mobile application would not be
good for the customer relationship. The contact with the case manager and
customer was more personal. The mobile application may cause a customer to feel
disconnected and lose that personal connection. Another concern was ensuring
that the information provided was accurate. One claim manager provided the
following example. Consider that the customer checks on the status of a claim
to find that it is in a pending status. This internal status is meaningful and
positive to the case manager who can properly communicate the interpretation of
the pending status, whereas the customer becomes stressed because they interpret
this status as meaning their claim is not approved.
team agreed that they all were in favor of a mobile application. However, they
wanted to perform further analysis to ensure that the application could keep
the personal connection with the customer.
information below outlines the high-level requirements and scope of the mobile
application as agreed on by the management team:
mobile application is intended to provide customers an alternate
communication option with their case manager.
is to be an extension of the current process and not a replacement of the
will need to represent information in the same manner that a case manager
would. For example, internal system status will need a mapped customer
should have options for alerting the customer to new information.
should have two-way communication for the case manager and customer, for
example, a message area that each can write/read/respond to.
should have the case manager’s online business card with an option to
immediately dial the case manager from the mobile application.
will need the same security IDs and levels as already exist in the web
was decided that this mobile application would first be designed for an
Apple iPhone/iPad platform.
will integrate with the existing claim management system database.
is to be an actual iOS application versus a mobile version of the current
claims management website.
study is not expected to solve all the IT infrastructure details but it is
expected to focus on the end user experience.
1. List all sources on your reference page. Examples of sources
are articles, internet sites, personal interviews, or any other location where
you obtained information used in your work which are papers, discussion boards,
2. List a parenthetical citation at the end of the paragraph in
which you used copied or paraphrased work. This is an abbreviated note that
allows the reader to connect the information in the paragraph with the source
of the information which is listed on your reference page.
Remember to use in-text quotation marks around all material that
is copied word for word such as: “carbon monoxide is an odorless, colorless
gas”. It is better to paraphrase as much as possible versus coping material
verbatim, and it is always best to produce your own original thoughts. Remember
that papers must primarily be your original thought supplemented with
corroborating resources. I suggest that you look atwww.easybib.com for assistance in
constructing your reference page and parenthetical citations, and alsowww.johnmcgarvey.com which will help you
construct a thesis paragraph in your papers.www.easybib.com will construct your
reference page and provide you with the proper parenthetical citation, but you
must remember to include in-text quotation marks within your paper because it
will not do so for you. Another worthwhile website to visit is:https://owl.english.purdue.edu/owl/.
A properly constructed paper in APA format, no matter what the
length, must have:
1. Cover page
3. Main body
4. Reference page