Evolving Technology... Enabling Business Operations
July 26, 2021
By Debbie Morgan, AIRC, Vice President of Operations
Happy summer! GBU’s operations have seen many changes since my last article in The Reporter. Let me update you on what’s happening. As we all know, the pandemic turned our workplace world upside down, requiring GBU to drastically change the way its operations are run. This transformation resulted in solidifying our technology platform and thereby promoting a secure, remote-work functionality for our employees. Enabling remote work has also expanded our access to individuals with targeted skill sets that may not be available in the Pittsburgh area.
GBU's incoming mail is all automatically digitized and uploaded into our new workflow system. Continuing to increase enhancing efficiencies on all GBU automated workflows is planned through the end of next year. As a side note, GBU’s initial project efforts were recognized by our workflow vendor, placing us as global semi-finalists in the Changemakers category.
Easier Application Processing
One of our most significant projects is the implementation of an electronic application to policy delivery process. This process will equip GBU producers with a best-in-class system to submit new business to GBU. This industry-standard system is an easier and more efficient way to process new applications that will be a welcomed addition to our GBU producer’s toolbox and the new system will equate to an easier and a more convenient process for our new, prospective members. Implementing this system will also completely transform how the New Business/Underwriting Department processes applications, increasing efficiencies by automating many manual functions. We anticipate announcing the rollout of this new system before the end of the year.
Internal Improvements
Many other projects are improving things behind the scenes. For example, we have created an automated premium-payment process, automatically applying premiums into our systems from bank-generated data information. You may have noticed the changes on your premium notice and return envelope, which now addresses your premium to our automated lockbox mail-processing location. These changes help support you and streamline how you interact with GBU.
Service
We are continuously focusing on how to improve our level of service to our members and producer. Forms and brochures have become more accessible in both print and digital formats, creating a more seamless process for members and producers throughout all areas of GBU. We recently upgraded our phone system to enable analytics that helps us better understand call trends in each of our support areas. This information provides us with data so that we can focus and improve our level of service. We are also working on automating processes in Customer Service as well as New Business/Underwriting, enabled by our new workflow system. It is an exciting transformative time at GBU.
Security
Cyber security is an extensive, critical and ongoing function of the IT Department. Protecting your information is GBU's top priority as we move through this transformation of processes. We continually monitor the health of GBU’s systems and data security, adjusting procedures and protocols as the industry’s best practices dictate.
Member Feedback
Within this issue of The Reporter, you will find our annual member survey. This survey helps us get your feedback on our level of service and helps our Customer Service, Sales, and Fraternal departments determine future focus areas. It would be appreciated if you could take a few moments to provide us your thoughts on how we support you. We’ve made it as easy as possible for you to either fill out and return the paper version included here or simply complete the online version of the survey available on our website at gbu.org. Not only will your comments help guide our service enhancements at GBU, but you could also be the lucky winner of one of ten $100 Amazon gift cards that will be given away.
As we continue to evolve and transform our operations, we will continue to strive to work with you, our members, in whatever method is easiest for you. Whether you prefer the personal touch of a phone call, or the convenience of accessing online available help, we are here to help and serve you in the way you prefer.
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