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My recent trip to India – Digital is human

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Frank Neugebauer

VP, Digital CTO for Insurance

October 9, 2017 - I’m interrupting my regularly schedule Genpact Cora blog series because I recently had an important experience in my career at Genpact. It was an experience that reminded me that in a world of technological advancement, it’s still people that make things happen, people that differentiate, people that generate impact.

The journey begins

As part of my onboarding, my boss suggested I spend some time in India visiting with various teams. He also suggested the same with our U.K. digital insurance lead. We set our agenda for Delhi and Bengalaru to see our operations, digital product development, analytics, sales / marketing analytics, and Endeavor teams. 

Operations

A big part of Genpact’s insurance team in Delhi, India works in operations – finance, accounting, actuarial, underwriting, and claims. It was really enjoyable listening to teams describe what they’re doing, some of which includes:

  • Claims review for pricing
  • Building rating models
  • Transcribing – e.g., endorsements from e-mail to systems of record
  • First notice of loss – quality and reconciliation
  • Building financial statements
  • Reconciling accounts – e.g., manual journey entry

Quality is everywhere – from the signage to the weekly process improvement ideas trackers. (The process improvement ideas tracker allows staff to suggest ideas and rewards ideas that make their way onto the operations floor). 

Two things stood out in the visits with the operations teams: first, the “buzz” in the air – there was so much discussion going on between individuals on the floors. The second thing that stood out was the quality of conversations – from building analytical models to lunchtime CPCU and general insurance classes, insurance was everywhere.

As an “extra credit” item, the fact that we have six offices in the Delhi area is impressive.

Genpact’s insurance team in India works in operations – finance, accounting, actuarial, underwriting, and claims

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Robotic process automation

In Delhi, we have quite a large number of robots serving our client’s needs across a wide range of industries and processes. One of our stops was to spend time with a team that builds, maintains, and monitors a fleet of robots.

The product team

Genpact Cora is more than a curated set of digital technologies; we’re also leveraging our deep domain experience and insurance customer needs to build products (some call these assets), which are reusable solutions. For example, we have an underwriting submission triage product that automates part of the process of assigning risks to underwriters based on elements such as probability to bind. In Delhi, we met the individuals who build and maintain these products. It was an enlightening conversation as the team described their successes and challenges – to build complex products half way around the world is feat unto itself – to do so in the evolving digital realm is pretty remarkable. We left these meetings energized to say the least. We also left those meetings with a better sense of how we apply the agile method and Lean DigitalSM principles in our products. Most importantly, we left with a greater appreciation for the people who are literally bringing vision to reality.

Analytics

These are separate teams, but logically related. The analytics team spends their time applying the science of analytics to specific insurance problems. For example, this team helps to apply analytical modeling within the aforementioned insurance products. They do this by using big data, data visualization, and good old fashioned math.

They also have a room full of super smart actuaries, who help insurance clients built rating models. It was really amazing to listen to their stories of not only the work they do, but the journeys they took to be at Genpact.

Sales and Marketing Analytics

This group applies analytics (sometimes with the help of the analytics team) to the sales and marketing realm to understand the customer journey. While not insurance specific, they have many capabilities easily applied to insurance. For example, they apply analytical methods to understand the impact of marketing campaigns – for example, they harmonize various social media metrics to consistently measure the impact of digital marketing campaigns. All I can say is “Wow!”

Endeavor

One of Genpact’s relatively recent acquisitions is a mobility, ambient computing, and process automation company called Endeavor. The company started as a Palm OS development organization and moved into mobile and most recently RPA. They build for any mobile device and have capabilities in the major RPA software tools.

One of the project teams we met with at Endeavor had just finished applying Lead Digital methods to re-imagine how to triage heart attack victims, significantly streamlining a process that had cost people their lives.
 
Their use of visual depictions was compelling, and it was very clear the team was proud of the work they were doing (and for obvious reasons). 

Reimagining how to triage heart attack victims, significantly streamlining a process that had cost people their lives

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The Lean Digital team

It’s impossible to say there was a “favorite” part of the trip (aside from a general comment about meeting everyone), but I can say spending time with the Lead Digital team was the most creatively stimulating part. This team spends their days making processes more efficient through the combination of Lean Six Sigma and digital – what we call Lean Digital. At a high level, their process includes four steps. 

Digital is human

As you’ve seen from the journey we were on, people were really the highlight of the trip. For Genpact, Digital is human, is a reality.


About Frank Neugebauer - VP, Digital CTO for Insurance

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