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InsurTech Center

Out of Control

We manage huge internal networks. We provide technology services to remote facilities. We support thousands of external consumers of our products. We have Web sites, CRM systems, accounting systems, s

By Paul Rolich | Updated on January 31, 2006

We manage huge internal networks. We provide technology services to remote facilities. We support thousands of external consumers of our products. We have Web sites, CRM systems, accounting systems, straight-through application systems, claims submission applications, etc.–literally scores of applications and many categories of customer. And what do all these data processing systems have in common? At some point in time they all will require technical support.

Technical support for computer systems has become extraordinarily difficult. Why? Because the rapid proliferation of personal computers and applications to serve those computers has been done without proper attention to standards. The Internet has served only to exacerbate the problems we create by ignoring standards. In addition, computer users have come to believe any problems they are experiencing must be caused by the provider of the service they are consuming. I can’t think of any other branch of technology where this is the case.

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