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Staff Augmentation Services to reduce Incident Ticket Backlog,Implement Application Enhancements
ValueMomentum's Managed Services augmentation model enables Client to focus on strategic initiatives while availing of SLA-based deliverables

Industry
Insurance

Client
Fortune 500 P&C, Life Carrier

Needs addressed
Policy Administration, Regulatory Compliance

• Our Customer was faced with the challenge of addressing numerous business initiatives with limited in-house IT resources.
• Our Customer wanted to divert employees to new initiatives on new technologies; however, the production systems had significant backlogs on account of the prolonged diversion of knowledge resources
• In order to tackle an ever-increasing backlog, the Customer was seeking to augment its staff with professionals who could rapidly start delivering against targeted needs.

Service Delivered
Application Maintenance & Transformation

• ValueMomentum partnered with the Customer to institute a Managed Staffing model.
• Key highlights of the model included:
  • Screening, recruitment and Induction activities conducted by ValueMomentum Team lead so as to reduce management overhead. Our customer estimated overheads associated with these tasks at approximately 30%.
  • Knowledge Management as a key focus for the staff augmentation model to accommodate unplanned attrition and knowledge transfer to Customer's employees.
  • Performance Measurement was a key feature of the engagement even though the model was T&M-based. ValueMomentum team leads and delivery managers assumed performance targets in a partnership mode to achieve targeted results.
  • Industry-experienced professionals to further accelerate productivity and reduce ramp-up time
  • Key areas of managed staffing included:
  • Addressing backlog of incident tickets
  • Addressing queued enhancement projects across business lines (personal lines, commercial lines and life insurance)
  • Regulatory projects (including SoX)
  • Business Analysis, System Analysis, Software Engineering

Execution model
At site, T&M

Technologies used
Cobol, Assembler, IMS, DB2, J2EE

Benefits delivered

• Ability to get started on Production Support without any Knowledge Acquisition; achieved and exceeded SLAs in each assigned task
• Met critical regulatory deadlines
• Gained good business and process knowledge to handle Incident
  Tickets independently (team based approach – saving management bandwidth); achieved substantial reduction in Incident Ticket backlog
• Performed key role in meeting critical project deadlines for Annuities projects

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