Aviva is the UK’s number one composite insurer and the sixth largest in the world, with operations in 25 countries worldwide.

In March 2006, the company reported an increase in worldwide operating profit by 29 per cent to £2,904 million, well ahead of analysts’ expectations.
The RAC delivered good results during a time of integration (now largely complete, following its acquisition in 2005) with anticipated cost savings on track.

“Across Aviva, we have aligned our IT provision very closely to our business plans. This makes a key contribution to our very strong business performance,” says group IT director Matt Fahy.

The integration of the RAC has extended the product offering and now provides a further distribution channel for motor insurance and a cross-selling platform. Transferring the RAC IT infrastructure services to the IT services division of Norwich Union (Aviva’s UK general insurance operation), has improved the management of many RAC IT processes.

On 7 March, responsibility for the RAC IT infrastructure services passed to its new Global Command Centre in Pune, India. Aviva continues to use offshore outsourcing to give its IT operations flexibility and UK numbers currently stand at around 1,400.

Across the UK businesses (and some mature international business units) there has been a drive to improve customer service by addressing the legacy challenge, which will continue throughout 2006.

A key challenge for the coming year is to meet customer and distributor demand for self-service, which slots into an overall goal to increase automation and e-commerce processes so that more business can be conducted online.

This innovation is backed by initiatives to improve internal effectiveness and extract maximum value from its assets by simplifying processes. By installing ITIL-compliant processes the company is aiming to make further improvements to its IT service management.