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16th Annual Automation Self-Test
Fully utilizing technology has never been more important than it is today. I continue to hear from agencies that 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. As a little extra incentive, everyone who completes the survey will be entered into a drawing for a one-year extension on their subscription. |
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What vendor and system does your agency use?
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| MANAGEMENT |
| 1. |
Does everyone in the agency use agency technology daily?
Yes
No
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| 2. |
Do agency owners and managers have access to and use information available from agency technology systems (including agency management system, document management system, benefits system, etc.)?
All
Over half
None
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| 3. |
Does management take an active role in the management of technology and support its implementation?
Very active
Somewhat active
Not active
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| 4. |
Does the agency belong to the agency management system user group and regularly attend local and/or national meetings?
Yes
No
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| 5. |
Has the agency formed some type of group that regularly reviews and discusses technology that might improve operations in the agency?
Select group meets regularly
Yes, but management and marketing do not attend
No
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| 6. |
Do job descriptions include the level of computer skills required to successfully perform the job?
Yes
No
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| 7. |
Do you provide for or reimburse employees for computer training?
For all software used in the agency
Management system only
No
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| 8. |
Does the agency have a written strategic technology plan that is part of the overall business plan?
Yes
No
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| 9. |
How do you budget for technology expenses?
Based on percentage of revenue each year
Based on identified projects to be completed next year
Based on last year's spending
Don’t budget
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| ADMINISTRATIVE |
| 10. |
Do you monitor and audit your management system database to ensure information is complete and accurate?
Yes
No
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| 11. |
Do you have the most current version of your vendor’s software?
Yes
One version behind
More than one version behind
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| 12. |
How many copies of client invoices do you print and maintain?
One
Two (unless both are sent to customer)
More than two
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| 13. |
How are invoices and statements delivered to your clients?
Clients are asked for their preferences
E-mail when requested
Print and mail one copy
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| 14. |
Do you use transactional filing?
Replaced by document management system
All lines
Personal and small commercial lines
Personal lines only
No
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| 15. |
How do you rate personal lines quotes?
Comparative rating program
Company Web site
Company proprietary software program
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| 16. |
Are ACORD claim forms produced using your management system?
Yes, data prefilled by system
Yes, without prefill
No
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| 17. |
How do you currently handle completing non-ACORD forms?
Convert to electronic fillable form
Typewriter
By hand
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| 18. |
Are you using real-time carrier services available using your management system (i.e., Transformation Station, TransactNOW, etc.)?
Yes, for all companies available
Yes, for a limited number of companies
Installed but not actively using
No
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| 19. |
Does your agency have and use a scanner?
Yes
No
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| 20. |
Does your agency have a full electronic document management system in place?
Yes, storing all electronic files (e-mail, pdf, etc.) as well as scanning paper
Yes, scan and store paper files
No
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| 21. |
Do all personnel use telephone headsets?
Yes
No
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| 22. |
Are management system-generated letters and forms also printed and kept in a paper file?
Never
Almost never
Always
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| 23. |
How do you manage benefits and financial services?
Using a benefits management system
Using the agency management system
Using Excel
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| 24. |
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)
Written policy in place that addresses GLB and HIPAA
Send privacy notices to clients once a year
The agency does not need a privacy policy
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| INFRASTRUCTURE |
| 25. |
Do you back up all data and systems every night?
All
Some
None
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| 26. |
Do you consistently keep your backup tapes offsite?
Yes
No
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| 27. |
Do you use an online and/or an offsite backup service?
Yes
No
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| 28. |
Do you have a UPS with battery backup?
Yes
No
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| 29. |
When do you replace your desktop computers?
When they fall below defined specifications (i.e., processing speed, memory)
Every three years
When they stop working
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| 30. |
Do you have multiple monitors on desktops?
Yes, on most desktops
Yes, on select desktops only
No
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| 31. |
Which operating system is running your servers?
Windows 2003 Server
Windows 2000
Windows NT
Novell
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| 32. |
Which operating system is running on your desktop computers?
Windows XP Professional
Windows 2000
Windows 98/98SE/Me
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| 33. |
How do you manage e-mail?
Hosted Exchange Service Provider
Internal Exchange Server
Desktop Outlook
Use free e-mail service (Hotmail, Gmail)
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| 34. |
Do you monitor staff access to the Internet?
Yes, all activity including Webmail and Instant Messaging
Yes, Web sites only
No
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| 35. |
Of the following, how many do you use to protect the agency from external threats? 1. Virus software at server level; 2. Virus software on the desktop; 3. Spam filter; 4. Internal hardware firewall.
All four
Three
Two
One
None
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| 36. |
Does staff have the option to work from a remote location?
Regularly
On occasion
No, agency policy does not allow
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| SALES |
| 37. |
Do producers use the agency automation system?
They can find client policy information
They can find client contact information
They can’t find anything
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| 38. |
How does the agency track prospect information?
An integrated prospect management system
Standalone systems based on producer preference
Agency management system prospect
Excel
We don’t track prospect information
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| 39. |
Do you use an automated marketing or campaign management system?
Yes
No
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| 40. |
Do producers have and use notebook computers so they can work remotely?
Yes
No
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| 41. |
Do you prepare client prospect proposals with your system using Microsoft Word or its equivalent?
Yes, with data merged from the management system
Yes, with manual input of information
No
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| 42. |
Are schedules of insurance/coverage summaries generated from your management system for client coverage reviews?
At least annually
Occasionally
No
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| 43. |
Do producers use any kind of presentation software (e.g., PowerPoint)?
Yes
No
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| 44. |
Does the agency use digital images?
Yes, as part of every submission
Yes, when the producer thinks it is necessary
No
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| 45. |
How are prospect submissions delivered to the insurance company?
Using a Web-based submission management program
Electronic files attached to an e-mail to the underwriter
Using fax, overnight delivery, or regular mail
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| 46. |
Are you using your Web site to sell insurance?
Yes, for multiple lines of insurance
Yes, for personal lines coverage
Not yet, but we are thinking about it
No, we don’t want that kind of business
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| 47. |
Does the agency produce customized marketing material?
Yes, internally using color laser printer
Yes, outsourced
No
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| CUSTOMER SERVICE |
| 48. |
What level of client detail is maintained on the system?
Full policy detail including full underwriting information
Complete policy schedules
Basic coverage information
Basic policy information
Basic client information
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| 49. |
How are phone calls handled?
CSR answering the phone handles the request
CSRs handle assigned accounts
Message taken if not available
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| 50. |
Is Instant Messaging available?
Yes, for client use
Yes, for staff use only
No
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| 51. |
Are inbound faxes received electronically at individual workstations?
Yes, directly
Yes, routed by an operator
No
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| 52. |
Are outbound faxes sent electronically from individual workstations?
Yes
No
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| 53. |
How are e-mails stored?
In document management system
Attached to client file
In a “client folder” in Outlook
In the Outlook Inbox
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| 54. |
How are electronic documents stored (e.g., faxes, PDF files)?
In document management system
Attached to client file
In a “client folder” on network drive
Printed and filed
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| 55. |
Does staff have individual printers at their workstations?
We don't need printers
Individual
Certain individuals based on need
None, all printers are centralized
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| 56. |
Are any typewriters being used in the agency?
Yes
No
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| 57. |
Do you survey customers on a regular basis?
Yes
Only after claims
No
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| 58. |
Are customer inquiries followed up with computer-generated acknowledgments?
Yes, always
As needed
No
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| 59. |
Is there currently a formal, written agency procedure manual?
Yes
No
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| 60. |
If yes, in what format is the procedure manual published for staff?
Short videos located on agency intranet
Customized help file system
Word document on network
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| 61. |
If yes, is there a formal audit process in place?
Yes
No
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| COMMUNICATIONS |
| 62. |
Does your agency have its own Web site?
Yes
No
I don’t need one
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| 63. |
When was the last time your Web site was updated with new information?
Constantly
Last month
Last quarter
Last year
I don’t know
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| 64. |
Can clients perform transactions on your Web site (i.e., can they request changes, issue an auto ID card)?
Yes
No
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| 65. |
If yes, how many of the following transactions can be completed on the Web site: 1. E-mail to office staff; 2. Request policy changes (e.g., add or change a driver or vehicle); 3. Issue an Auto ID card; 4. Issue a Certificate of Insurance
All four
Three
Two
One
None
Will not allow due to E&O problems
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| 66. |
Are you doing download?
Personal and Commercial lines with all companies
Personal lines with all companies available
Personal lines with limited companies
No
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| 67. |
How do you request policy changes?
Carrier upload
On carrier Web site
By agency e-mail to carrier
Phone call
Print and fax change request
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| 68. |
How do you add policy information in your system for new business?
Order policy on Web site and wait for download
Update your system manually
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| 69. |
Do you provide staff with wireless e-mail and/or Internet access (i.e., BlackBerry, Treo, Wi-Fi, EV-DO)?
Yes, using broadband wireless (i.e., EV-DO)
Yes, using handheld devices (BlackBerry, Treo, etc.)
Not at this time
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| 70. |
Have you created an electronic portal for any of your customers?
Custom client portal
Client has limited access to policy database
No
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| 71. |
Does your agency have an intranet?
Yes
No
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| 72. |
Do you have a formal electronic communication policy?
Yes
No
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| 73. |
Do you use VoIP for your telephone communication?
Yes
No
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| YOUR RATING : 0
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