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Irish Life is a large but very traditional pensions and insurance service provider. Its Corporate Business division completed the digitisation of the division through using business process management techniques, shifting a paper based organisation into the digital world. It was a major change in how Irish Life Corporate Business operated, Paul O'Neill, Head of IT & New Developments used constant engagement with the staff and ensured they felt they were part of the process to ensure the project was a success.
Here he explains how he did it and the importance of business process management to his IT leadership.
CIO: Tell us about your business
Irish Life: The Corporate Business division is a supplier of employer sponsored pension schemes. We are based in Dublin and the largest life assurance provider in Ireland ahead of the likes of Aviva and Zurich.
CIO: How big is the business?
Irish Life: There are 5000 in the Irish Life group and 300 in the Corporate Business division. We have pension arrangements with 3,900 employers in the country.
CIO: Who are your main clients?
Irish Life: Large pension consultants and independent brokers with some direct arrangements with employers.
CIO: Tell us about your IT team?
Irish Life: We have a team of 40, based here in Dublin.
CIO: What is the background to the major change management you have had to undertake?
Irish Life: In pensions it is the longevity of the relationship you have with a customer. We have 30+ year relationships with employers and that builds up a lot of paperwork.
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