IT 510 Module Two Case Study You Are Employed In The Corpora

It 510 Module Two Case Studyyou Are Employed In The Corporate It Depar

You are employed in the corporate IT department of URCovered, Inc., a major auto insurance company in North America. The company has identified a mobile application for claim management as an opportunity to improve customer service. Management formed a committee to study the potential impacts of this mobile app over two months, aiming to make an informed decision that benefits both the company and its customers.

Your role as an IT business analyst involves conducting a study following the standard project process. The study will cover the initiation and discovery phases, producing a model to present to management for a GO/NO GO decision. A GO decision will lead to further project phases—construction, verification, validation, and closeout—while a NO GO will result in archiving documents and closing the project.

The existing claims management system is over five years old and effectively manages customer claims internally, with web-based accessibility for various stakeholders like repair shops. However, customer feedback indicates a preference for mobile access over web interfaces, which are computer-dependent. Managers support the idea of a mobile app but are concerned about maintaining the personal connection with customers and ensuring information accuracy, especially around claim statuses that could be misunderstood, such as "pending."

The high-level scope defines the mobile application as a communication extension of the current process—not a replacement. It must display information similarly to how a case manager would, include alert notifications, facilitate two-way messaging, and feature a business card with direct call functionality. Security levels will align with those in the existing web application. The initial design targets Apple iPhone/iPad platforms, integrating with the current database infrastructure as an actual iOS app, not a web version.

This study focuses on optimizing the end-user experience, addressing usability and communication issues without resolving all underlying IT infrastructure details. The project aims to balance technological advancement with the preservation of personal customer relationships, ensuring the mobile app enhances the claim process without losing the interpersonal element that is vital to customer satisfaction.

Paper For Above instruction

Introduction to the Business Case Proposal

As the landscape of customer service evolves, insurance companies like URCovered, Inc. recognize the necessity to adapt their communication channels to better meet customer expectations. The proposed project centers on developing a mobile application for claim management, designed to serve as an extension of the existing system rather than a replacement. This initiative aligns with the company's strategic goal of enhancing customer engagement through technology while preserving personalized service.

The existing claims management system is a robust platform that effectively handles the entire claim processing workflow internally. It is web-based, integrated with external service providers, and accessible via computers, which many customers and partners find limiting given the declining usage of traditional desktop interfaces in favor of mobile devices. Customer surveys and case manager feedback have consistently indicated a desire to communicate via mobile technology that offers immediacy and convenience. However, management expresses valid concerns regarding maintaining the quality of personal interactions and ensuring the accuracy of shared information, especially given the nuances of internal claim statuses and customer perceptions.

The core business challenge involves leveraging mobile technology to improve claim transparency and communication without eroding the personal connection critical to customer satisfaction. The key aspects of this challenge include designing an intuitive user interface tailored to iOS devices, ensuring secure and seamless integration with the existing claim database, and preserving the clarity of claim statuses to prevent misinterpretation. The project will evaluate how best to implement two-way messaging, real-time alerts, and quick access to case manager contact details, thereby fostering a sense of continued personal engagement through a digital medium.

Targeting the Apple iPhone/iPad platform initially enables a controlled development environment, allowing the design team to focus on optimizing the user experience with familiar hardware and software features. This approach also facilitates future scalability to other mobile platforms based on user adoption and business needs. Importantly, the project advocates for an incremental development model, with thorough stakeholder input, usability testing, and security validation to ensure the mobile app complements existing processes.

The ultimate goal of the business case is to produce a validated model supporting a strategic decision—either to proceed with full development or to halt the project. A GO decision will result in subsequent phases of application construction, testing, and deployment, whereas a NO GO will lead to document archiving and project closure. This process underscores the importance of rigorous analysis, stakeholder engagement, and risk mitigation to deliver a product that balances technological innovation with personal customer service.

In conclusion, this business case proposal outlines a strategic initiative intended to enhance claim management communication through a carefully designed mobile application. It emphasizes preserving the personal touch that customers value while leveraging mobile technology to provide timely, accurate, and accessible claim information. The successful implementation of this initiative has the potential to strengthen customer relationships, streamline claims communication, and position URCovered, Inc. as a leader in customer-centric innovation within the auto insurance industry.

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