IAK Verzekeringen
Since the summer of 2009, the health insurance back office environment of IAK verzekeringen is being managed by Truston in Houten, The Netherlands. System of choice is Oracle Health Insurance (OHI) Backoffice. In 2006 IAK decided to outsource the management of their OHI environment to be able to focus on product development and customer service. Truston offer know-how of the business processes of healthcare insurers and brings extensive experience to the table with the management of mission critical systems.
The Dutch insurance intermediary/corporate attorney IAK Verzekeringen (200.000 insured individuals), subsidiary of Unirobe Meeús Groep (AEGON), is specialized in corporate insurance and staff group insurance. In The Netherlands it is one of the larger insurance intermediaries.
Outsourcing technical management: a roadmap
At the start of 2009, IAK commissioned Truston to realize a fully functional OHI Backoffice and OHI Business Intelligence production environment, including all connections and interfaces. This as fallback solution for IAKs’ existing OHI BO and BI operational production system. Truston crafted this fallback environment based upon a newly designed architecture. The build was done in a new data center, on new hardware with newly built connections and - where needed - making use of bespoke software for specific connectors. All this based upon very limited information about the existing operational product environment, because that was being managed by a competitive supplier.
In hardly three months time, calculated from the actual delivery of the hardware needed, Truston built a copy of the existing production environment which was then assessed and found practically error free and during acceptance testing subsequently approved by IAK.
In spring 2009, after evaluating the project, IAK decided to commission Truston for the management of the primary system as well. The following transition from the former supplier to Truston was realized in less than two months: for various reasons a complex and challenging project. Besides, of course, the production environment (where an availability of 99,5% was guaranteed and more than realized), the OTA environments were managed and provided with the necessary data on a regular basis.
Apart from the technical management, Truston now take care of the functional and application management of all Truston add-ons used by IAK for – amongst others - output management and the contact center. Moreover, the technical management of a number of back-office satellite systems is taken care of, including the connections with their core systems.
Cost efficiency and flexibility
Kees van Moorsel, director operations & ICT Zorg en Inkomen of IAK explains: “Outsourcing the OHI environment for us is the way to go in order to control the cost of ICT and at the same time keep the organization flexible.” He continues: “Besides the reduction of costs IAK has realized doing this transition, the only thing that counts is the correct functioning of the OHI environment. We just want to do our work without being impeded by haltering computer systems.” Riko Tissen, commercial director at Truston adds; “Cost effectiveness versus innovation and flexibility, seem opposite interests. However, we think differently: combining smart and pragmatic innovations allows organizations to move forward.”
Truston developed their own method for the management of mission critical systems. By monitoring continuously on the use of standards en performance indicators, problems can be pinpointed at an early stage and solved before they become a serious obstacle. The standard solution FOT suite lends a helping hand in doing this.
For the management of OHI a number of in-house OHI add-ons are used. Riko Tissen again: “Besides our know-how and experience with the management of IT-systems, Truston has invested a lot in building the business know-how of the health insurance market. And now that pays out in new, challenging projects that come our way.”
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