TAARReport - 13th Annual Automation Self Test

13th Annual Automation Self Test

Editor’s note: Fully utilizing technology has never been more important than it is today. Many agencies tell us that they feel they are not getting the full benefit from their investment in technology. This technology audit self-test is published each year as a tool to help you measure how well you are using technology in your agency. In an upcoming issue of TAAR, we’ll give you the results so you can tell how your agency’s use of technology compares to others who took the survey.

Check the button of the answer that fits your agency best.

MANAGEMENT

How many employees do you have? :
How many locations? :

What agency automation system is currently operating in your agency?

Vender :
System :
Version :

Does everyone in the agency use this system daily?
Yes = 1
No = -2

Do agency owners and managers have and use workstations that are attached to the agency automation system?
All = 2
Over half = -1
None = -2

Does management take an active role in the management of technology and support its implementation?
Very active = 5
Somewhat active = 2
Not active = -2

Do all employees have their own terminal or workstation?
Yes = 2
No = -2

Does the agency belong to the agency management system user group?
Yes = 4
No = -2

Has the agency formed some type of group that regularly reviews and discusses technology that might improve the operations of the agency?
Select group meets regularly = 3
Yes, but management and marketing does not attend = 1
No = -2

Do job descriptions include the level of computer skills required to successfully perform the job?
Yes = 3
No = 0
Why would I do that? = -1

Do you provide for or reimburse employee computer training?
For all software used in the agency = 3
Management system only = 1
No = -1

Does the agency have a specific strategic business plan that includes technology as a major category?
Yes = 2
No = -1

10.

How do you budget for technology expenses?
Percentage of revenue each year = 3
Based on last year’s spending = 1
Upgrades or training only = 0
Don’t budget = -2

ADMINISTRATIVE

11.

Do you monitor and audit your system database to ensure information is complete and accurate?
Yes = 3
No = -1

12.

Do you have the most current version of your vendor’s software?
Yes = 2
One version behind = 1
More than one version behind = -2

13.

How many copies of client invoices do you print and maintain?
One = 2
Two (unless both are sent to customer) = -1
More than two = -2

14.

How are invoices and statements delivered to your clients?
E-mail = 2
Print and mail one copy = 0

15.

Do you use transactional filing?
All lines = 5
Personal and small commercial lines = 3
Personal lines only = 2
No = 0
We will never do that = -2

16.

How do you rate personal lines quotes?
Comparative rating program = 2
Company Web site = 1
Company proprietary program = -1

17.

Are ACORD claim forms produced using your management system?
Yes, prefilled by system = 2
Yes, without prefill = 0
No = -1

18.

How do you currently handle completing non-ACORD forms?
Convert to electronic fillable form = 4
Typewriter = 0
By hand = -2

19.

Are you using real-time carrier services available for your system (i.e., Transformation Station or TransactNOW)?
Yes, for a limited number of companies = 3
Installed but not actively using = 1
No = 0

20.

Does your agency have and use a scanner?
Yes = 2
No = 0

21.

Does the agency have a full electronic document management system in place?
Yes, scan and store paper files as well as electronic files = 3
Yes, scan and store paper files = 2
No = 0
I would never do that! = -1

22.

Do you have dual monitors on desktops?
Yes, on most desktops = 3
Yes, on select desktops only = 1
No = 0

23.

Do all personnel use telephone headsets?
Yes = 1
No = 0

24.

Does the agency have a color printer?
Yes, laser = 3
Yes, inkjet = 1
No = -3

25.

Are management-system-generated letters and forms also printed and kept in a paper file?
Never = 2
Almost never = 1
Always = -2

26.

What type of privacy policy do you have in place?
Written policy in place that addresses all privacy legislation (i.e., GLB, HIPAA, Sarbanes, Patriot Act) = 5
Written policy in place that addresses GLB and HIPAA = 3
Send privacy notices to clients once a year = 1
Privacy does not apply to my agency = -2

HARDWARE

27.

Do you back up all files every night?
Yes = 1
No = -2

28.

Do you use an online and/or an offsite backup service?
Yes = 3
No = 0
What’s that? = -1

29.

Do you have a UPS with battery backup?
Yes = 1
No = -2

30.

Which operating system is running your servers?
Windows 2003 Server = 2
Windows 2000 = 1
Windows NT = 0
Novell = -2

31.

Which operating system is running on your desktop computers?
Windows XP Professional = 2
Windows 2000 = 1
Windows 98/98SE/Me = -2

SALES

32.

Do producers use the agency automation system?
On a regular basis = 3
Sometimes = 1
Never = -1
They are supposed to sell, not service = -2

33.

Does your agency use contact management software?
Yes, regularly = 3
Yes, sporadically = 1
Use agency system = 0
No = -1

34.

Do producers take notebook computers into the field with them or to work remotely?
Yes = 2
No = 0

35.

Do you use automated marketing or campaign management software?
Yes = 2
No = 0
What’s that? = -1

36.

Do you prepare client prospect proposals with your system using Microsoft Word or its equivalent?
Yes, with data merged from the management system = 3
Yes, with manual input of information = 1
No = -2

37.

Are schedules of insurance/ coverage summaries generated from your system for client coverage reviews?
At least annually = 2
No = 0
My system won’t do tha = -1

38.

Do producers use any kind of presentation software (e.g., PowerPoint)?
Yes = 2
No = 0
That’s too “techie” = -1

39.

Does the agency use a digital camera?
Yes, as part of every submission = 2
Yes, when the producer thinks it is necessary = 1
No = -1

40.

Do producers have access to the Internet and know how to use it?
Yes = 2
No = -1
What for? = -2

CUSTOMER SERVICE

41.

What level of client detail is maintained on the system?
Full policy detail including full underwriting information = 5
Complete policy schedules = 2
Basic coverage information = 0
Basic policy information = -1
Basic client information = -2

42.

How are phone calls handled?
Using rotational servicing = 2
CSRs handle assigned accounts = 0
Message taken if not available = -2

43.

Is instant messaging available for staff use?
Yes = 2
No = -1

44.

Is outbound faxing available directly from the user desktop?
Yes = 3
No = -1

45.

Are inbound faxes received electronically at individual workstations?
Yes, directly = 3
Yes, routed by an operator = 2
No = -1

46.

How are electronic documents stored? (e.g., e-mail, faxes, PDF files)
In document management system = 3
Attached to client file = 1
In a “client folder” on network drive = 0
Printed and filed = -2

47.

Does staff have individual printers at their workstations, or are there centralized printers?
Individual = 2
Centralized = -1

48.

Are any typewriters being used in the agency?
Yes = -2
No = 0

49.

Do you survey customers on a regular basis?
Yes = 2
Only after claims = 1
No = -1

50.

Are customer inquiries followed up with computer-generated acknowledgments?
Yes, always = 3
As needed = 1
No = 0

51.

Is there currently a formal, written agency procedure manual?
Yes = 1
No = -1

52.

If yes, is there a formal audit process in place?
Yes = 2
No = -1

COMMUNICATIONS

53.

Does your agency have its own Web site?
Yes = 2
No = 1
I don’t need one = -2

54.

When was the last time your Web site was updated with new information?
Last month = 2
Last quarter = 1
Last year = -1
I don’t know = -2

55.

Can clients perform transactions on your Web site (i.e., can they request changes)?
Yes = 3
No = 0

56.

If yes, how many of the following transactions can be completed on the Web site? 1. Policy change requests (e.g., add or change a driver or vehicle); 2. Issue a Certificate of Insurance; 3. Issue an Auto ID card; 4. E-mail to office staff.
All four = 4
Three = 3
Two = 2
One = 1
None = 0
Will not allow due to E&O problems = -2

57.

Are you doing download?
With two or more companies = 2
With one company = 1
No = 0
What’s synchronization? = -1

58.

How are you requesting policy changes?
On carrier Web site = 3
By agency e-mail to carrier = 1
Phone call = 0
Print and fax change request = -1

59.

How do you update the information in your system when processing a change request?
Wait for download = 2
Update your system manually = 0

60.

Does your agency use e-mail for communication with carriers?
Yes, with attachments = 3
Yes = 2
No = 0

61.

Do you have an electronic connection with any of your customers?
Internet/intranet/extranet = 2
They have limited access to your database = 1
No = 0

62.

Do any of your employees work remotely from home or another location?
Regularly = 2
On occasion = 1
No, agency policy does not allow = 0
How would we know they are working? = -1

63.

Does your agency have an intranet?
Yes = 3
No = 0
What’s that? = -2

64.

Do you have a formal electronic communication policy?
Yes = 3
No = 0

65.

Do you use VoIP for your telephone communication?
Yes = 3
No = 0

YOUR RATING :

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Agency:
Address:
City:
State:
Zip:
Phone:
Fax:
Email:
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