“ Now we are engaging with our employees in a more effective way , and also starting to leverage the pockets of expertise we have have across the group ” - Tim Skates
RSA GROUP
“ Now we are engaging with our employees in a more effective way , and also starting to leverage the pockets of expertise we have have across the group ” - Tim Skates
Tim Skates puts it , the investment benefits brokers , individual customers and employees alike . “ We are increasingly using digital approaches to improve our own internal employees ’ experience . A good example is that there was a lot of re-keying between systems . If you have a customer with a motor policy and a home policy , changing an address across those systems would have been a manual activity but we can now deploy robotics technologies to capture the change once .
“ It refocusses our employees ’ day job and ensures we get it right first time for the customer .
We use robotic technologies like Blue Prism to automate manual processes : it enables employees to focus on higher-value work while autonomous multi-skilled software robots tirelessly perform error-free , rules based admin transactions .”
At the end of this transformation process , if it can be said to have an end point , Stephen Hester wants to see RSA back in its historic position as the most trusted and most successful insurance provider – the leader of the pack as he put it . Ultimately that success will depend on the skills of its underwriters but the key enabling factor will have been IT .
76 May 2016