CIC Agency Management Technology Utilization

CIC Agency Management Technology Utilization Benefits of Technology - ANSWER i. Increased productivity ii. Customer experience iii. Consistency iv. Employee satisfaction v. Flexibility Way to reach level 5 Optimized Utilization there are 4 steps - ANSWER i. Build the base ii. Establish the agency way iii. Measure for success iv. Move to the next level Technology review is available some options are: - ANSWER i. Peer-to-peer recommendations ii. Current venders iii. Internet searches iv. Industry forums v. Industry websites vi. Sales demonstrations Recommendations/Considerations for Technology change - ANSWER i. More than one system 1. Use a single management system across the board ii. Make everyone apart of change iii. Compatibility iv. System Access v. Cleaning Data vi. Reports Standard - ANSWER acceptable level of performance, builds agency brand, the promises EX: i. Agency will have updated voicemail with hours every day Procedure: - ANSWER : defines items that need to be accomplished to stated standard (who is responsible, steps to get it done, deadline) EX: When the employee gets in at 8am they will update their voicemail. Workflow: - ANSWER describes specific steps employees need to do to complete procedure EX: Dial voicemail and Say (Hi, voicemail) Operational Assessments Benefits: - ANSWER 1. Consistency of standards, procedures, workflows 2. Utilizing the full potential of technology tools 3. Identify opportunities within existing systems or new 4. Measure productivity 5. Compare productivity to other employees and peer agencies Operational Assessments Consequences or results: - ANSWER 1. Base for employee performance reviews 2. Support services provided 3. Helps uncover errors to get them corrected 4. Provide direction for functions, making them more effective or adding steps 5. Identify needs in training, procedures, opportunities 6. Competitive edge Information management - ANSWER Track hard copy requests Populate all data fields Refrain from hijacking fields Complete the full client detail in database Apply proper procedures and naming conventions Do not store emails in folders Keep databases up to date and accurate Document Management workflow Options - ANSWER 1. Early capture-front end scanning (Captures all incoming documents once at agency) 2. Late capture-back end scanning (Documents processed and then scanning) Essential Utilization - ANSWER Technology is used minimally Basic features of agency management system used Systems not integrated Agencies not dependent on their systems Defined Utilization - ANSWER Define workflows and procedures that provide practical and effective use of technology. But inconsistently used. No measure of impact or use of technology Managed Utilization - ANSWER Workflows and Tech used to provide strategic and reliable process that focus on customers needs. Productivity is measured Technology is audited Systems are integrated Client support provided through website Email is managed for efficency Quantified Utilization - ANSWER Measure value and efficiency from tech Focus on staff produc