CIO Summit The changing role of IT. Nagib Kassis Head of IT & Business Alignment

Transcription

1 CIO Summit 2013 The changing role of IT Nagib Kassis Head of IT & Business Alignment

2 Overview of Allianz Fast facts World s largest P & C Insurer $3.74 billion in GWP in Australia $490 million net operating profit after tax Over two million policy holders in Australia and NZ Leading Workers Compensation insurer Voted Large General Insurance Company of the Year (2009, ) Brands include 2

3 Hypothesis IT has never been more important in insurance IT will be even more important in the future What are some of the future challenges? Do we know how fast? Are we prepared? 3

4 IT has never been more important to insurance Social Mobile Big Data Cloud 4

5 IT has never been more important to insurance Digital innovation Data and processes Complexity Robustness and scalability Architecture Security Business/IT alignment IT in insurance People 5

6 IT has never been more important to insurance Digital innovation Data and processes Complexity Robustness and scalability Architecture Security Business/IT alignment IT in insurance People 6

7 Business IT Alignment Business High demand for IT Do IT my way IT Limited capacity Do IT right way Parochial View Higher appetite for risk Enterprise view Lower appetite for risk 7

8 Business IT Alignment Agile Business IT High demand for IT Do IT my way Parochial View Higher appetite for risk Limited capacity Do IT right way Enterprise view Lower appetite for risk 8

9 Business IT Alignment Agile Business High demand for IT Do IT my way Tools & frameworks to empower business & give more control IT Limited capacity Do IT right way Parochial View Higher appetite for risk Collaborative Pace Layering Enterprise view Lower appetite for risk Combined Governance Framework 9

10 IT has never been more important to insurance Digital innovation Data and processes Complexity Robustness and scalability Architecture Security Business/IT alignment IT in insurance People 10

11 Allianz Digital Architecture in Action Consumer Layer Call Centre Portal Quote Claims Portal Policy FNOL Policy TW Inbox TW Inbox Business Process Layer Lodge Claim Notify Follow Up Update Policy Integration Layer FNOL Motor Motor Quote Motor Bind Reminder Provider Layer POLISY Policy Update ACMS Create IRF FNOL Motor Component Invoke Business Rules Save Motor Quote / NB Component Invoke Business Rules Save Business Rules FNOL Business Rules Validate Policy Fraud Detection Duplicate Claim Calculate Excess Unpaid Premium Motor Quote Business Rules Validate Underwrite Rate Add Policy Lodge Claim Co. 1 Co. 6 Co. 7 Co. 9 11

12 Allianz Digital Architecture in Action Consumer Layer Call Centre Portal Quote Claims Portal Policy FNOL Policy TW Inbox TW Inbox Business Process Layer Lodge Claim Notify Follow Up Update Policy Integration Layer FNOL Motor Motor Quote Motor Bind Reminder Provider Layer POLISY Policy Update ACMS Create IRF FNOL Motor Component Invoke Business Rules Save Motor Quote / NB Component Invoke Business Rules Save Business Rules FNOL Business Rules Validate Policy Fraud Detection Duplicate Claim Calculate Excess Unpaid Premium Motor Quote Business Rules Validate Underwrite Rate Add Policy Lodge Claim Co. 1 Co. 6 Co. 7 Co. 9 12

13 Allianz Digital Architecture in Action Consumer Layer Call Centre Portal Quote Claims Portal Policy FNOL Policy TW Inbox TW Inbox Business Process Layer Lodge Claim Notify Follow Up Update Policy Integration Layer FNOL Motor Motor Quote Motor Bind Reminder Provider Layer POLISY Policy Update ACMS Create IRF FNOL Motor Component Invoke Business Rules Save Motor Quote / NB Component Invoke Business Rules Save Business Rules FNOL Business Rules Validate Policy Fraud Detection Duplicate Claim Calculate Excess Unpaid Premium Motor Quote Business Rules Validate Underwrite Rate Add Policy Lodge Claim Co. 1 Co. 6 Co. 7 Co. 9 13

14 IT has never been more important to insurance Digital innovation Data and processes Complexity Robustness and scalability Architecture Security Business/IT alignment IT in insurance People 14

15 Digitalisation affects the insurance industry s getting self-directed and active 55+ age group catching up online usage Social media multiplies impact of customer experience Utilisation of Mobile also in insurance 64% of customers shopped online within the last 3 months³ 100% increase of online purchase of home & car insurance overt the last 5 years in Europe¹ Strong utilization of internet before purchase in Europe 2 +42% 3/4 of 55+ customers rely on Social Media for purchase decisions in US/UK 4 80% increase of unsatisfactory service comments via Social Media in the last 2 years 5 15% insurance search via mobile today 6 Digitalisation Impacts on insurance business model Offers are getting more transparent 50% of people who did leisure travelling within the last 12 months booked at least 1 leisure trip on line 8 centricity calls for a multi-access offer 10% theoretical permutations for online configuration of BMW 7 series % of hybrid customers in Germany / France 9 Source: 1 Forrester Technographics European Benchmark study, BPM data, 2012, P&C only 3 Forrester Technographics (European Average) 4 BrightLocal.com, 2011 (US + UK) 5 Forrester, Q4 2009, Q (US) Industry experts 8 Forrester 9 Multi-access business model 15

16 Trends in Digital/Mobile Business Capability Bundling Mobile Payments Location-Based s Usage-Based Insurance (Telematics) Mobile Advertising Straight Through Processing Paperless process Rich Media (HTML5, Image Capture, etc.) MDM/BYOD Mobile Device Management Mobile User Interface Design Cross-Platform Enablement Tablet Proliferation 16

17 IT has never been more important to insurance Digital innovation Data and processes Complexity Robustness and scalability Architecture Security Business/IT alignment IT in insurance People 17

18 IT has never been more important to insurance Digital innovation Data and processes Complexity Robustness and scalability Architecture Security Business/IT alignment IT in insurance People 18

19 Complexity is a fact of life - how we manage it is the challenge Complexity within a company Bad complexity Drives cost Motor examples Special / multiple discount systems Segment-specific solutions without modularisation Special rating Niche products breaking platform logic with low volume/scale effects /channel specific print/wordings 2 1 Good complexity Drives differentiation and competitive advantage Multi-channel provider Multi-labeling/branding Process automation Comprehensive product range 0 1 Time 19

20 Managing complexity A journey perception Market pricing Sales approach/format offering Degree of differentiation Today Zero base Target Complexity is your enemy. Any fool can make something complicated. It is hard to make something simple. - Richard Branson Processes IT Products/tariffs 20 20

21 IT has never been more important to insurance Digital innovation Data and processes Complexity Robustness and scalability Architecture Security Business/IT alignment IT in insurance People 21

22 Robustness and Scalability Volume of electronic transactions Digitalisation, innovation and consumerisation and big data Increasing demand through: STP Paperless office Shift online New products/services New Good Complexity Growth Business Growth Today

23 IT has never been more important to insurance Digital innovation Data and processes Complexity Robustness and scalability Architecture Security Business/IT alignment IT in insurance People 23

24 Malware (SaaS) Copyright Allianz 15/05/2013 Infrastructure (Cloud) Data Attacks 24

25 Computer Infection (as-a-) Cyber-attacks-as-a- 25

26 IT has never been more important to insurance Digital innovation Data and processes Complexity Robustness and scalability Architecture Security Business/IT alignment IT in insurance People 26

27 Hypothesis IT has never been more important in insurance IT will be even more important in the future What are some of the future challenges? HUGE 27

28 Hypothesis IT has never been more important in insurance IT will be even more important in the future What are some of the future challenges? HUGE Do we know how fast? Faster than we probably think 28

29 Hypothesis IT has never been more important in insurance IT will be even more important in the future What are some of the future challenges? HUGE Do we know how fast? Faster than we probably think Are we prepared?.. 29