Southern New Hampshire University IT 510. Final Project Submission System Proposal Document URCovered Inc. Mobile Application Project IT-510 – Advanced Info Technology

Southern New Hampshire University IT 510 Final Project Submission System Proposal Document URCovered Inc. Mobile Application Project IT-510 – Advanced Info Technology Introduction URCovered Inc. is one of the larges ...

Southern New Hampshire University IT 510 Final Project Submission System Proposal Document URCovered Inc. Mobile Application Project IT-510 – Advanced Info Technology Introduction URCovered Inc. is one of the largest major auto insurance companies in North America. After a yearlong study, the company management has come up with an idea to develop a mobile application to improve customer service in the area of claim management. The company has been using web based claims management system for more than five years and it has been doing great job of managing customer claims internally for case managers. The entire workflow, from the initial claim request to the final follow-ups, is being managed by the case managers very effectively. The web based system works very well for all the people involved with the claim, including car repair shops, auto body shops, paint shops, etc. Web application screens are user friendly as well, but they do require a computer to access. With the advancement in smart phones people don’t really use a computer any more. They prefer to use their smart phones for most of the internet activities, such as checking bank account, checking emails, online shopping, paying credit cards bills, etc. After discussing on the present scenario in the monthly meetings and based on the case manager contact with customers as well as other survey based feedback channels, the management team determined that customers would prefer to use a mobile application. On discussing further in detail, some managers raised a point that the mobile application may not be good for the customer relationship as the contact with the case manager and customer was more personal. The customer may feel disconnected with the case managers. Another challenge is to provide complete information of the case as it used to be provided by the case managers in their personal contact with the customer. Later, the management team agreed by setting the high-level requirements and scope for the mobile application. 3 The mobile application will be an alternate option for the customers to communicate with their case managers, which means it will be an extension of the current process, not a replacement of the current process. It will represent the information or status of a claim in the same manner that a case manager would. There will be options for alerting the customer to new information. There will also be options for two-way communication for the case manager and customer, both through chat and call. This application will be designed for both Apple iPhone/iPad platform and Android platform. It will integrate with the current database of the claim management system. The user of this mobile application would be the customers, car repair shops, auto body shops, paint shops, etc. and they all need to be trained on how to use the application. Also, the users need to be assured that they won’t be disconnected with the case manager by using the application; they can still contact with the case manager as it was before and even they can now dial the case manager directly by using the application. Developing user friendly and bug free application would also be a challenging task. If they find the application complicated or too slow, they won’t use it. As a project manager, my audiences for this system proposal are all the people who involve in claim management including the car repair shops, auto body parts shops, etc., IT team of programmers, mobile application developers, database administrators, network administrators, QA testers, and the management team. PowerPoint presentation would be an effective way to disseminate the information of my proposal to these diverse groups. References IT 510 Module two case study. (n.d.). Southern New Hampshire University, Manchester NH. IT 510 Module two homework project file. (n.d.). Southern New Hampshire University, Manchester NH. Tilley, S., & Rosenblatt, H. (2016). Systems analysis and design (11th ed.). Boston, MA: Cengage Learning. Tittel, E. (n.d.). Comparing the top threat intelligence services. Retrieved from http://searchsecurity.techtarget.com/feature/Comparing-the-top-threat-intelligence-service