Business Technology Services Strategy

(version 2007-04-10)

Table of Contents Business Technology Service Strategy and Marketplace • Business Technology Services Strategy Context • Distribution Overview Suite of Services and BGA Strategy • Service Vision • Electronic Service Suite • GA Electronic Service Strategy with Producers • GA Electronic Service Strategy with Carriers • GA Enterprise Functional – Service Model • Business Electronic Submission and Information Distribution Utilization Strategy and Functional Support • Service Utilization Strategy • Service Utilization – Functional Contributions Strategy Development and Execution • Strategy Drivers- The Design Challenge • Distribution Implementation Challenge • Business Technology Mission • Support Functions – Core • The Project Evaluation and Execution Process Appendix

Business Technology Services Strategy Context

Strategy Distribution Strategy

Internet Direct Model

Independent Distribution (BGA’s (Banks & WireHouses)

Agency Distribution

Guiding Principles 1. Develop processes that are embraced, widely used in

the marketplace, and are easier to use for all parties. 2. Develop services with an external point of view,

utilize feedback from all stakeholders through the entire process, and continually benchmark services to validate assumptions.

3. Work and treat service providers as strategic long-term partners

4. Leverage and use best practices/ standards (ACORD, NAILBA, etc.) with widely supported service providers.

5. Process design and re-engineering must address the end-to-end business view and take place continually.

6. Eliminate manual work wherever possible and cost effective (e.g.. Profitable).

7. The integration of processes must lead to more efficient, faster, and/ or cheaper processes (lower unit costs and cycle time).

8. New business processes should limit requirements and signatures to a minimum.

9. All projects must pass the cost benefit analysis and business case process before development.

10. Processes must comply with all state and federal regulations.

Direct Response General Agency (DRGA)

Self-Service Strategy

Account Management Strategy

e-Delivery

etc.

New Business Case Status Strategy

Submission Strategy

Distribution Overview Independent Distribution

E-Signature Vendor

eForms Vendors

DTCC

ePlatform Vendor

Simplified Issue Process

Vendor

Customer

Banks &Wirehouses

Banks &Wirehouses

Banks &Wirehouses

Banks &Wirehouses

Direct Response General Agency

Agency DistributionInternet Direct Marketplace

ProprietarySystem

ProprietarySystem

AMS – Data Aggregation(data feeds: pending case,

commissions, appointments, in-force)

Forms Vendors

On-LineQuotes

APS Vendors

Imaging Vendors

Access to Underwriting(On-line, email, self service, etc.)

On-line Illustrations

On- lineAppointments

Compensation (Online

Statements, etc.)

Producer

DRGA

ProprietarySystem

ProprietarySystem

ProprietarySystem

ProprietarySystem

Inforceinfo

Cross Sales

Customer

Producer

Producer

National Accounts

Direct Brokers

Producer Groups

Regional Accounts

AMS – Data Aggregation(data feeds: pending case,

commissions, appointments, in-force)

Forms Vendors

On-lineInformals

APS Vendors

ImagingVendors

DTCC

Access to Underwriting(On-line, email, self service, etc.)

On-line Illustrations

Compensation (on-line

statements, etc.)

On-lineAppointments

Brokerage Brokerage CustomersCustomers

Brokerage Brokerage CustomersCustomers

Brokerage Brokerage CustomersCustomers

Customer

ProducerCustomer

Producer

Carrier

Carrier Carrier

Carrier

Carrier

Carrier

Carrier

Carrier

Service Vision- 2007 - 2009

- Illustrations- Forms

- Marketing Materials- Web Case Status

- Compensation Statements- Inforce

- Quote Engine- Appointments

- Data Aggregation FeedsACORD NB Pending Case Status

ACORD Appointment FeedsACORD Commission Feeds

- Two Way Communications- DTCC Feeds

- Inforce Feeds- Voice Portals

- E-Mails(Realtime w/ appropriate)

INFORMATION ACCESS INFORMATION DISTRIBUTION BUSINESS SUBMISSION

Leading the industry in technology services by providing scaleable, cost efficient, user friendly solutions that

exceed customer expectations !!!"Self Service, Integrated and Intuitive”

- Usage- Lower Unit Costs

- Customer Satisfaction- Sales Growth

Higher Placement Ratios

Note: Generate New Sales

and- Sustain Existing

BusinessMEASURES OF SUCCESS

Bene Changes- Address Changes- Payment Changes

- Policy Changes- Reporting

SELF SERVICE

- BGA Silent Login

- Appointments- Application Upload

- Fillable Forms - Imaging

- Illustration to Apps- Quotes to Apps

- IVR- Reporting

Simplified Issue

- E-Pay- E-

Signature- E-Mail- Credit/

Debit Card

Distribution Management

Prudential Electronic Service Suite

Electronic Submission Information Distribution

Prudential Systems

Information AccessPrudential eXpress Brokerage: https://www.pruxpress.com/

• New Business Pending Case Status• Commission Data• Appointment Data• 2-Way Communications (2007)

• Inforce Policy Values

• Money Settlement (2007)

General Agent

Agency-Works EZ-Data DTCCIIT direct

Images:•All New

Business Forms

•NAILBA standard

Data:• New

Business Applications

• ACORD standard

• App Upload • Image-to-Image

• Fillable Forms (2007)

PaperClip ExamOne(Others TBD)

iPipeline

AgencyWorks (2007)EZ-Data (2007)

IIT

Fillable Forms:• New Business – 1Q07• App Upload – 2Q07• E-Signature – 2H07• Appointment – 4Q07

Sales & Marketing• Forms Library (iPipeline)• Marketing Materials • Advanced Mktg Materials • Simple Needs Analysis• Term Quote Engine• Underwriting Guidelines• Rating Class Estimator

(iPipeline’s MyUnderwriter)• New Business Illustrations• Application Instructions

(annotated forms)

New Business Services

• Pending Case Status (with 2-way commun.)

• Compensation Statements

• Online Appointment Request

• Appointment Status

Other Producer Services

• EFT Authoriz.• Inforce

Illustrations• Inforce Policy /

Acct. Access• E-Learning

Modules• Contact the

Experts• FAQs

• Marketing Support• New Business Case Packaging

• Case Management• Compensation Management

System Integration & Transformation Services

New Business Licensing & Appointment Compensation Policyholder Adminsitration

§ DTCC standard§ Monthly

inforce feeds

All data feeds are ACORD standard

2-Way Comm. – 2007 Variable Inforce – 4Q06 Term Inforce – 1Q07Money Settlement – 2007

These are the suite of services that Prudential offers to the marketplace & the infrastructure we use to support the services.

Carrier Carrier Systems

GA Electronic Service Strategy

GA Services

Pre-Sales Tools Sales Tools Submission Tools New Business Processing Tools

Delivery Tools

General Agent • Marketing Support• New Business Case Packaging

• Case Management• Compensation Management

• Electronic Policy Delivery• Reporting• Support Producer Web

Sites

• App Upload• Image-based submission• Fillable Forms • Online Appointment Processing

• Forms & Marketing Materials

• Reference Materials• Training & Education

• Needs Analysis• Rating Class Estimation• Quotes & Pricing Info• Illustrations

• Pending Case Status• Commission Statements • Appointment Status • 2-Way Communications• E-Mail Communication

Producers

Electronic Submission Information DistributionInformation Access

• Also supports information dissemination to Producer Web Sites

Direct / custom-built

App Upload

(IIT, Agency-Works, EZ-Data, IONS)

• Sales promotions• Educational tools• Links to industry sites• Links to carrier sites

• iPipeline (Lifepipe)• Ebix (Winflex)• Compulife

For example:• Prudential eXpress

Brokerage (https://www.pruxpress.com/)

GA Web Site Industry Web Sites

Carrier Web Sites

Image To Image

(PaperClip, ExamOne)

Fillable Forms

Vendors(iPipeline, Efficient Forms)

Data Aggregators(IIT, Agency-Works, EZ-

Data)

Value Added Networks

(DTCC, IONS)

Requirements Vendors(EMSI,

ExamOne, Hooper Holmes,

Mediconnect)

These are the services that the GA’s provide to the producers and the infrastructure they use to support the services.

GA Electronic Service Strategy

Carriers• Marketing Support• Product• Education• Appointments

• Underwriting• Case Management• Compensation• Policyholder Service

Flexible access: • Industry vendors • Industry service providers•Value-added intermediaries

Support for industry standards: •ACORD •DTCC•NAILBA

•PDF•TIFF •Web Services

Technology awareness: •E-Signatures; Voice•Electronic transactions•Web Services

GA Services

Pre-Sales Tools Sales Tools Submission Tools New Business Processing Tools

Delivery Tools

General Agent • Marketing Support• New Business Case Packaging

• Case Management• Compensation Management

• Electronic Policy Delivery• Reporting• Supports Producer Web

Sites

• App Upload• Image-based submission• Fillable Forms • Online Appointment Processing

• Forms & Marketing Materials

• Reference Materials• Training & Education

• Needs Analysis• Rating Class Estimation• Quotes & Pricing Info• Illustrations

• Pending Case Status• Commission Statements • Appointment Status • 2-Way Communications• E-Mail Communication

Electronic Submission Information DistributionInformation Access

• Also supports information dissemination to Producer Web Sites

Direct / custom-built

App Upload

(IIT, Agency-Works, EZ-Data, IONS)

• Sales promotions• Educational tools• Links to industry sites• Links to carrier sites

• iPipeline (Lifepipe)• Ebix (Winflex)• Compulife

For example:• Prudential eXpress

Brokerage (https://www.pruxpress.com/)

GA Web Site Industry Web Sites

Carrier Web Sites

Image To Image

(PaperClip, ExamOne)

Fillable Forms

Vendors(iPipeline, Efficient Forms)

Data Aggregators(IIT, Agency-Works, EZ-

Data)

Value Added Networks

(DTCC, IONS)

Requirements Vendors(EMSI,

ExamOne, Hooper Holmes,

Mediconnect)

Strategic Partner Alignment – Technology

Success Factors

Service alternatives: • Online self-service• Electronic transactions• Data exchange

This is the service infrastructure the GA’s use and how we support the services.

Category Vendor Process Name Distribution Customers Carrier Support

Fulfillment Vendors (Medical Requirements, Tele-interview, etc.)

Carroll Enterprises Carroll Enterprises • Broker/Dealers: ??Smith Barney??, Wachovia • Others TBD

(Contracted w/ 12 Carriers) (Term- GNW, ING, MET, LFL) Other carriers TBD

EMSI Life Solutions • BGAs: BISYS AIG and ING (use ExamOne), BNR, GNW, WCL, WPN, and CHS (uses own call center)

ExamOne Ticket Model • BGAs: BISYS, Financial Energy, Krestler, NE Brokerage, • DRGAs: Intelliquote, Matrix, SelectQuote

15 Carriers – AIG, USL, AMN, BNR, GNW, GNW NY, ING, LBL, ALL, PAC, TAM, USF, WPN, OHN, PRO

Hooper-Holmes I-Relay • Merrill Lynch, Bank of America, 5th 3rd Bank, MetLife GA (Smith Barney Soon) None as of Dec.

APPS ASAP • BGA’s: Ash, Bisys, CPS, Rampart, Zenith, TNBC (Approved by over 45 firms and National Accounts)

AIG, ING (Adding two more in the first quarter)

Data Aggregation Services (App Upload, Data Feeds, etc.)

EZData (*) Pending Case; Appointments; Commissions; App Upload

• BGAs: LifeMark Partners, BRAMCO, CMG, CPS • Producer Groups: M-Financial

90+ Carriers - PRU, AIG, GNW, JHK, TAM, MOO, NAC, PLI, ING, WCL,AXA, BNR, WPN, LFG, JFP, MET, PAC

AgencyWorks (*) Pending Case; Appointments; Commissions; App Upload

• BGAs: AIN, Capitas, IDA, Highland Capital, LMP • Producer Groups: NFP

42 Carriers - PRU, AIG, GNW, JHK, PLI, TAM, ING, JFP, LBL, PRI, PRO, SUN, WCL

IIT (*) Pending Case; Appointments; Commissions; App Upload

• BGAs: AIMCO, BRAMCO, LMP • Producer Groups:

50 Carriers - PRU, AIG, GNW, JHK, PLI, TAM, ING, JFP, LBL, MET, MOO, PRO, WCL

Others TBD TBD TBD TBD

AppliCint Fillable Forms • BGAs: LMP GNW

Forms & Illustrations (Appointment, Applications, etc.)

Marketech Fillable Forms • Marketech DRGAs: Accuquote Marketech: AIG, GNW, TAM

iPipeline (*) Fillable Forms; Price Quote Engine; Rate Quote Engine; Forms Library

• BGAs: AIN, BRAMCO, Capitras, CPS, IDA, LMP, AIMCO, BISYS, CMG • Producer Groups: M-Financial, NFP

PRU, ANI, AIG, GNW, ING, JHK, LBL, MOO, NAC, PLI, TAM, WCL

EBIX (*) Illustrations, Price Quote Engine • BGAs: AIMCO, AIN, BISYS, BRAMCO, Capitas, CMG, CPS, IDA, LMP • Producer Groups: NFP

Illust - PRU, LBL AIG, GNW, PLI, WCL, ING, JFP, MET, PRI, SUN, WCL; Quote - PRU, LBL AIG, GNW, PLI, WCL, MET, JFP, JHK, TAM, WCL, PRI

Efficient Forms (*) Fillable Forms; Forms Library • BGA’s: M-Financial, Bramco, CPS, LMP, Capitas

100+ Carriers- GNW, BNR, AIG, AXA, JFP, JHK, LBL, LFL, MET, NYL, PRI, PRO, PRU, SUN, TAM, WCL

Other Services (Imaging, eMail, Informals, etc.)

Data Aggregators 2-way Communication (2007 TBD) • BGAs: Agency Works: AIN, Capitas, IDA, Highland Capital, LMP; EZData: BRAMCO, CMG, CPS; IIT: AIMCO, BRAMCO, LMP

• Producer Groups: Agency Works: NFP; EZData: M-Financial

PRU, GNW, JHK, PLI, TAM

DTCC (*) Inforce, Money Settlement (2nd Qtr ’07)

• BGAs: 181 Distributors • Broker/Dealers: TBD - H&R Block, Morgan Keegan,?Piper Jaffray

158 Carriers Total - AIG, TAM, GNW AMG, AXA, GNW, JHK, JFP, MET, PRI, SUN

ExamOne (*) Informals; Case Cleasring House (CCH), Images(TBD)

• BGAs: BISYS, LMP, Bramco, AIMCO, AIN, Capitas, CMG, CPS, IDA, NFP, Wachovia, BAPRAP, Fin. Energy, Krestler, NE Brokerage, Zander

• Producer Groups: M-Financial • DRGAs: Intelliquote, Matrix, Reliaquote, SelectQuote

PRU, AIG, GNW, ING, JHK, LBL, MOO, NAC, PLI, TAM, WCL

Paperclip (*) Informals, Images, Email • (52 Offices) LMP, Bramco, BISYS, AIN, Capitas, CPS, IDA, NFP, Wachovia (61 Total) PRU, LBL, AIG, GNW, PLI, WCL, TAM, MOO, ING, JHK, NAC, AXA, EMG, NYL PRI, SUN, TRV

Industry Electronic Submission and Information Distribution Services (Draft)

GA Enterprise Functional Services Model

General Agency Environment

Carriers

Industry Service Providers

Image Aggregators

Fillable Forms

Vendors

Data Aggregators

(Hubs)

Value Added Networks

(e.g. DTCC)Fulfillment Vendors

GANationalOrg. Enterprise

LevelInfrastructure

Data-bases

Agency Management

SystemsSubscriptions

GA Offices Office 1

Producers

Enterprise Standards

Individual Producers Producer Groups / National Accounts Limited Partnerships

Reporting

Web Site AMS

Links to Vendors

Web Site

Enterprise Standards:

Consistent:• Data definitions• Data formats (ACORD, NAILBA)• Data availability – content and

timing• Metrics and reporting across the

enterprise• Service across offices

Illustrations Engines

Quote Engines

Benefits of Enterprise Level Infrastructure:

• Increased efficiency• Ability to offer full suite of

services across offices• Greater Ease of Doing Business• Improved cycle time• Stronger purchasing power• Reduced administrative costs

(e.g. for contract negotiations, other agreements, RFP production)

• Reduced support costs (e.g., software maintenance, hardware, backup, business continuation)

• Simpler training requirements

Services• Marketing Materials• Reference Materials• e-Learning

• Quotes• Illustrations• Electronic Submission

• Appointment Requests• Appointment Data• Document Imaging Services

• Pending Case Status• 2-Way Communication (2007)• Commission Data

Other Services

Office 2

Web Site AMS Other

Services

Office 3

Web Site AMS Other

Services

Office n

Web Site AMS Other

Services

Submission

New Business Case Management

Producer Information Management

New Business Underwriting

Appointment Processing Subscription Services

Policy Production Compensation

Service Utilization Strategy

Service Utilization StrategyProducer Strategic Initiatives

Service AwarenessNew Services

& Service Enhancements

Service Defects & Deficiencies

Under-utilization by Existing Users

and Adoption by New Users

New Service Set-up

Opportunity:

Function:

Solution:

InitiativesProduction SupportTraining

ü Proposal Tracking Tool

ü Business Analysisü Business Case

Proposals, PIR’s, etcü Proof of concepts and

Focus Groupsü Etc.

ü SOPsü Key Contacts Listsü FAQs and checklistsü Service Level

Agreementsü Problem Tracking Toolü Escalation Processü Etc.

ü User Manualsü Webex Trainingü 1-on-1 Trainingü Office Visitsü Quick User Training

Manualsü Etc.

Current State/Gaps:

Recommendations:

Create & Maintain:Ø List of ServicesØ Calendar of Events &

distribute materialsØ Mktg materials for

distribution at trade association & key account meetings, etc.

Ø Mktg Materials Library

Develop training materials:Ø Set-up instructionsØ Training materialsØ User manuals/guidesØ Establish library for

training materialsØ Present training at Pru

Academies & track usage.

Develop & Maintain:Ø Key Contacts ListsØ FAQs and checklistsØ SOP’s and Service

Level AgreementsØ Easy Problem

Submission & Tracking Tool

Implement process for the pro-active promotion of services:Ø Svc level standardsØ SOPsØ Metrics/ReportingØ Marketing plan &

schedule

Establish/Enhance:Ø Routine benchmarkingØ Participation in trade

associations & customer meetings.

Ø Idea tracking toolØ Staff allocation &

development plans

Idea generation curbed by:ü limited attendance at

trade association mtgsü lack of proposal

tracking mechanism ü Resources availability

& experience

Ad hoc problem reporting that lacks: ü common submission &

tracking tool. ü prioritization meetingsü service standardsü feedback processü stakeholder

communications

Ad hoc training at request of new users and without a central library of: ü set-up instructionsü training materialsü user manuals/guidesü no routine training

schedule for new users or monitoring

Ad hoc account set-up by external request w/out: ü internal/external

service level standards ü SOPsü Metrics/reportingü Pro-active promotion

(no contact lists)ü tracking

Measuring Results:

ü Standard Operating Procedures

ü Service Standardsü Service Metrics &

Reportingü Quick User Training

Guidesü Etc.

Account Set-up

Ad hoc marketing in response to: ü New service introsü Attendance at Trade

Association Conferences (re: NAILBA Best Practices Service List)

Monitoring, Measuring & Reporting:Ø Surveys (Usage, Customer Satisfaction, etc.)Ø Vendor Management (Service Level Agreements, Scorecards, Payments, etc.)Ø Monthly Metrics Reports (Usage, Production Issues, Availability (frequency & down time), Costs, Saves, Service Standards, Cycle Time, etc.

ü Flyersü Presentationsü Pru Academyü Conferencesü NAILBA “Best

Practices Service Listӟ Etc.

Marketing

Service Utilization – Functional Contributions- Draft

• Vendor assessments• Develop vendor

relationships• contract negotiation and

contract review participant• SOW editing

• PIR submission• Participate in vendor

contracting, SOW drafting• Milestone approver

• Awareness promotion• Set up coordination• Provide training & materials • Establish production

support & problem resolution standards

• Maintain usage metrics

• Proposals & Business Case development

• Stakeholder presentations

• Cultivate relationships, establish credibility

• Deepen relationship through consultation & endorsement of strategies

• Chair working groups • Provide stakeholders

communications

• Benchmark reporting• Annual technology survey • Annual SWOT analysis and

strategy planning • Tele- and Face-to-face

R&D interviews w/distribution partners

• Customer analysis & system usage reporting

Service Utilization Functional Contributions

Research & Competitive

Benchmarking

Business CaseProposals

Service Utilization

Project Implementation

Trade Association Participation& Customer Relationhip

Management

• Provide data regarding distribution partners for benchmarking.

• Facilitate R&D meetings with distribution partners

• Internal process improvement and service enhancement recommendations

• Perform Service Set-up benchmarking• Complete Systems

Architecture Benchmarking

• Contribute to SWOT analysis

• service/technology recommendations

• Business case input/consultation

• Trade Association Participation: Attend Meetings & review communications

• Strategy recommendations, input, consultation and support

Vendor Management

• Review benchmarking results for information/education

• Comparative Pricing, Services, & Compliance standards analysis

• Provide information/data.

• Trade Association Participation: Attending Meetings, serve as working groups SMEs

• Review Trade Association publications & meeting documentation for information/education

• Trade Association Participation: Attend meetings, working groups, etc.

• Support industry standards development

• Gather benchmarking & best practices info

• Participate in Trade Association Meetings

• Recommend strategy/direction

• Business case input/consultation

• Review completed proposals & bus case

• Provide Cost Estimates

• Review completed proposals & business cases

• Provide cost estimates

• Business case input/consultation.

• Provide cost estimates

• Review proposals & business cases

• Review completed business case/ proposals

• Provide input to proposals & business cases (services, costs, etc.)

• Sponsor opportunities for service promotion

• Provide conduit for distribution partners for problems, issues & ideas

• Service set-up• Set-up status reporting• Set-up & utilization

metrics

• Perform service set-up

• Provide utilization metrics

• Perform service set-up

• Provide utilization metrics

• Provide customer satisfactionresults

• Provide Subject Matter Experts

• Business Project Management

• Business analysis and BRD development

• Facilitation of vendor due diligence, risk mgmt, contracting, etc.

• Systems Analysis, Design & Estimates

• Systems Project Management

• Development & Testing

• Provide consulting support & oversite to vendor due diligence, contracting, & risk management

• Negotiate contracts

• Negotiate contracts/vendor due diligence

• Development & testing

• Vendor assessments (e.g., security reviews)

• Routine monitoring sales & marketing agreements

• Routine monitoring of vendor sales & marketing agreements

• Negotiate contracts/ vendor due diligence

• Development & testing

• Promote usage• Provide conduit for

distribution partners for problems, issues & ideas

External ServiceProviders[vendors]

Vendor Due Diligence, Contracting, Legal/Compliance & Risk

Management Oversite

Project Implementation & Post-Implementation

Maintenance

Producer Contracting, Compensation & New Business Processing

Sales & MarketingSystem design, development & maintenance

Research, & Development&

Industry Leadership

• Facilitation of vendor due diligence, risk mgmt, contracting, etc.

• Provide general process oversite, etc.

• Review Trade Association publications & meeting documentation for information/education

• Distribute marketing materials for upcoming releases

• Partner with vendors on co-branding new process improvements

• Establish Business and Systems Relationship Managers for each vendor????

Strategy Drivers - The Design Challenge

Producer Technology

Product

Sales & Marketing

Producers & Distributors

Project Management

Service

Carrier Business

Strategies

Competitive Environment

Industry Trends

Demographic Trends

Legal / Regulatory

Environment

Technology Trends

Need to incorporate all of these market

forces to make decisions in the

Independent Distribution Market

NEW SYSTEM / NEW PROCESS TO INDUSTRY

NEW SYSTEM / NEW PROCESS TO Carrier

•Scan on Arrival

NEW SYSTEM TO REPLACE EXISTING SYSTEM

ENHANCEMENTS TO EXISITING SYSTEM

MAINTENANCE CHANGES

•Updated Forms

•Updated Products

INTERNAL EXTERNAL

BACK

END

FRONT

END

INITIATIVES

BAU

RISK

COMPLEXITY

Internal Systems

External Vendor / Customer

Systems

CHALLENGES “Are we listening?”

•Competitive Benchmarking

•Validation of Ideas •External Communication •Coordination with Pru, Vendors and Customers

•Meet the market standards

•Need services platforms that are scalable

RISKS

•Lack of Acceptance •Loss of Customer •Loss of Revenue

NEW SYSTEM / NEW PROCESS TO INDUSTRY

App Upload, Data Aggregation Feeds

NEW SYSTEM / NEW PROCESS TO CarrierImage to Image

NEW SYSTEM TO REPLACE EXISTING SYSTEM

ENHANCEMENTS TO EXISITING SYSTEM

MAINTENANCE CHANGES

•Updated Forms

•Updated Products

INDUSTRY

EXTERNAL

Distribution Implementation Challenges

INTERNAL

PROPRIETARY

Business Technology Mission

• Generate, validate, and seamlessly integrate the use of standards, more cost efficient, and easier to do business with service solutions that result in scalable platforms, the growth of more profitable business, and overall higher customer and employee satisfaction

Support Functions - Core

Technology Service Strategy

- Competitive Benchmark Reports - 3rd Party Technology Services

Architecture - Narrative Process Flows - Conference Summaries

- NAILBA/ACORD Progress Updates - BGA Service Needs / Updates

- Vendor Analysis/ Relationship Management

- Technology Surveys - Distribution, Producer Service & Technology

Strategy Review

- Competitive Benchmarking - Market Research

New Customer / Product / Process Assessment (Impact

Analysis, Coordination, etc.)

ACORD & NAILBA Steering Committees, Working Groups & Conferences

OUTPUTS

INPUTS

- - Project Status Reporting

- BGA / 3rd Party Conferences - Vendor Conferences - LIMRA Conferences

- National Accounts, Regional Accounts, Direct Brokers and Bank & Wirehouse Visits

Input for Business Strategy (Distribution & Service Strategy)

- Business Case

-PIR

The Project Evaluation Process