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1DXC Proprietary and Confidential
© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Kevin Aylward
Global Director, AWS Solutions, DXC Technology
Building DXC's Digital Insurance as a
Service (DIaaS) on AWS
DXC Proprietary and Confidential
April 11, 2018
Building DXC's Digital Insurance as a
Service (DIaaS) on AWS
Kevin Aylward
Global Director, AWS Solutions
Singapore | April 4, 2018
DXC Proprietary and Confidential
Agenda
• Disruption in insurance
• How market leaders respond
• Building DXC’s Digital Insurance as a Service (DIaaS) on
AWS
• Delivering an Onnichannel Experience
• Omnichannel Demo – DIaaS/Alexa
DXC Proprietary and Confidential
Disruption:
What’s happening in
insurance?
5DXC Proprietary and Confidential
Today’s carriers are facing new challenges from many
directions
Growth of new entrants
Digital transformation Data revolution
• Commoditization of core protection products
and services
• New economy setting the bar for ecosystem and
brand experience
• New competitors, new delivery channels,
extended ecosystems
Changing market dynamics
• Power shifting from carriers and agents
to customers
• Digital savvy rejecting traditional products,
processes and channels
• Ubiquity of mobile, social, and self directed
buying behavior
• Readily available scalable technology innovations
(IoT, cloud)
• High run and maintain costs limit capacity for
investment in innovation
• Movement towards standardization, rationalization
and automation
• Proliferation of new data sources and types – social
media, Iot sensors, telematics
• Emergence of “consumer grade” analytics platforms
and tools
• Behavior based risk assessments
6DXC Proprietary and Confidential
Disruption: Online aggregators & price comparators
Accelerating commoditization and a race to the bottom
Three graphics: Major search engine, Progressive,
and a new entrant that’s nothing more than an
aggregator. Three different models:
• Progressive: positive and negative selection
powered by telematics and analytic enabled
underwriting
• Google: power resides with “he who has the
data” and their ability to build and leverage an
ecosystem
• New Entrant: agile startup with a potentially new
business model
Impact:
• UK reports 25-30% reduction in overall
premiums
• Further leveling of the playing field; scale no
longer an advantage
So What for carriers:
1. Significant commoditization and premium
pressures
2. Increased competition from non-traditional
competitors
7DXC Proprietary and Confidential
Predicting the future is hard but the trends are clear
Business
Technology
1. Increased distribution channel diversity – new entrants from a multitude of sectors
2. Self Service/Direct to Consumer
3. Price aggregation/commoditization/Product Simplification
4. Customer centricity
5. Usage-based insurance products – casualty, home, health
6. Shift in core value proposition – emphasis on education, loss mitigation, prevention
7. Digital engagement through mobile, web, social, chat, and video
8. Consumption IT: software and infrastructure as-a-Service
9. Data driven analytics and insight
10. Cybersecurity and data protection
DXC Proprietary and Confidential
How market leaders are
responding
9DXC Proprietary and Confidential
Across the board – market leaders are transforming
Sold by Agents Bought by Customers
Transaction Customer Experience
Paper Based Digital/Real-time
Data Capture Data Analytics
Term Based Usage Based
Indemnification Continuous Value
Carrier Ecosystem
Inside-Out
Outside-In
10DXC Proprietary and Confidential
Digital insurance:
Today’s market leaders are focused on three themes…
Consumption
Understanding
Engagement
Product Innovation
• Simplified/Embedded
• Mass Customization
• Enhanced
Features/Smart
Data Driven
• Macro and Micro
• External/Real-time
• Behavioral/Contextual
Ecosystems
• Partners
• Providers
• Channels
Buying Journey
• Channels/Devices
• 360o/Personalization
• Self Service/Social
Insight Enabled
• Holistic/Integrated
• Predictive/Responsive
• Granular Segmentation
Enhanced Experience
• Ease/Speed/Convenience
• Prevention/Education
• Continual Value
As a Service
• Infrastructure/Software
• API Economy
• Cybersecurity
Internet of Things
• Connected
Car/Home/Self
• Machine2Machine
• Big Data and Analytics
Mobility
• Device/Wearable/Camera
• Sensors/GPS/Beacons
• Virtual Assistant
Embracing Market
Dynamics
Addressing New
Needs and Wants
Leveraging
Technology
11DXC Proprietary and Confidential
To thrive in today’s digital economy, insurers
must master:
Consumption
Mobile devices outnumber humans and are growing five times faster than the human population1
26% of non life consumers bought their policies on line2; 71% of insurance customers are willing to
purchase insurance online3
Business delivering a seamless customer experience across multiple touch points including their
contact center experience enjoy 9% higher customer retention4
• Streamline consumption
• Simplify processes
• Gain agility
• Consume data as a service
• Push innovation at the edge
Understanding
1 in 4 insurers don’t have a single customer view3
89% don’t consider past interactions when recommending product/services online1
74% plan to invest in customer analytics in 20155
• Break through data silos
• Enable a customer centric view
• Make smart interaction possible
• Deliver innovative products
• Enable better returns
Engagement
92% of policy holders indicate the importance for their insurer to go beyond indemnification to
helping them reduce and manage their risk¹
49% of US consumers would provide personal information in order for insurer to seek the best deal
for relevant service on their behalf6
• Improve customer satisfaction
• Engage continuously through value added
ecosystems
• Increase awareness and wallet share
1Tech Times, October 8, 2014
2IInsurance in a Digital World: the Time is Now, EY Global Insurance Digital Survey, 2013
3The Digital Insurer – Accenture 2013 Consumer-Driven Innovation Survey
4 The Business Value of Integrating the Contact Center Within your Omni-Channel Strategy, Aberdeen Group, March, 2014
5 Can IT Keep Up with Business Demands for BI and Analytics in Insurance? Gartner, 2014
6 Insurance 2020: The Digital Prize – Taking Customer Connection to a New Level, Price Waterhouse Chase
12DXC Proprietary and Confidential
To Succeed, Insurers Must Focus on Four Imperatives
Build greater customer engagement
and intimacy
Simplify and automate products,
processes and technology
Reduce capital deployed
Use new data sources and
partner ecosystem services
Build
the new
Tackle
the legacy
DXC Proprietary and Confidential
Building DXC’s Digital
Insurance as a Service on
AWS
14DXC Proprietary and Confidential
Pivot to Digital Insurance as a Service
End to End Solution:
- Software
- Infrastructure
- Operations
Curated Ecosystem
Consumption-Based Pricing
Flexible Deployment
15DXC Proprietary and Confidential
Digital Insurance as a Service (DIaaS)
Reference Model
Platform services
• Telematics/IoT
• Digital claims
• Digital marketing
• CRM
Technology services
• eSignature
• Notifications
• Chat/voice
• eContent
Business services
• Travel & transportation
• Health & fitness
• Entertainment
• Security & monitoring
DXC Insurance Components Insurance Ecosystem: Platforms & Services
• Provisioning/de-provisioning
• Monitoring & management
• Hybrid cloud management
• Network management
• Help desk/escalation
• Scheduling/file transfers
• Cybersecurity monitoring
• Capacity management
• Versioning/patching
• Metering/billing
• Logging/audit
• DR/BC
Platform Operations
• Public reference APIs
• Insurance entity model
• API gateway & manager
• UI/UX framework
• Enterprise MEAP
• State manager
• Hybrid API adapters • Identity & access management
Product Marketing Distribution Servicing Billing Claims
DXC Digital Insurance Framework – API Management
Consumer Agent Advisor CSR Adjuster Underwriter
Back-office
worker
Digital marketer
Digital Insurance Applications
• New Business
• Policy Administration
• Product
• Billing
• Claims
• Reinsurance
Systems of Analysis
• Analytics & Reporting
• Analytics Platforms
• Data Platforms
16DXC Proprietary and Confidential
DXC DIaaS Platform – Core of a Digital Ecosystem
DXC Digital Insurance Framework – API Management
(OmniChannel)
UX Framework DXC REST
Reference
Resource Model for
Insurance API’s
DXC Digital Enablement Framework
GI-P&C PAS Life PAS Group PAS Reinsurance
Claims
Product &
Rules
Engine
DXC API
Access &
Identity
Management
DXC Security
Monitoring
AWS Services
ServiceNow and DXC ITSM
DXC DevOps Platform
DXC Managed Services for AWS
CX/UX Templates
DXC Mobile Applications
DXC Analytics
DXC Regional
Digital
Transformation
Practice
DXC
ConversionEdge
Migration
Practice
API Gateway
Enterprise
Mobility
17DXC Proprietary and Confidential
DIaaS Platform Deployment Topology
Availability Zone A
Internet
Availability Zone B
ELBDXC ABS
IAM
Availability
Zone C
Omni Channel
DMZ Subnet
vRouter and
Firewall
Management
API Consumer
OpenG OpenAM
Policy
OpenDJ
Config DB
OpenDB
User Profile
IAM Private
Subnet NACL
OpenG OpenAM
Policy
OpenDJ
User Profile
ELB OpenDJ
Config DBIntegration Integration
Client SOR
Application
CAS
GBP App
Private
Subnet
NACL
DirectoryRules
Engine
SoR PAS Print Web
Server
Business
Analytics
API
Adapter
CAS DirectoryBusiness
Analytics
SoR PAS Print Web
Server
API
Adapter
Rules
Engine
Client SOR
Database
GBP DB Private
Subnet NACL
SoR DB
SoR DB SoR DB
Monitoring
Platform
CSC Agility
DevOps
Platform
Batch
Scheduling
Platform
Security
Management
Platform
Monitoring
Platform
Agility
DevOps
Platform
Batch
Scheduling
Platform
Security
Management
Platform
Cloud
Management
Management
Platform Private
Subnet NACL
DeploymentDesigner
AWS Key
Management
Dev Portal
Cloud Front
Route 53
.
Key personas use DXC’s digital insurance
applications to access the RESTful API architecture
that exposes data and functionality in the core
insurance components
AWS Managed Services for DNS, CDN and API
Gateway.
Authentication services for DXC’s digital insurance
applications including standard user ID, token based,
federation and social authentication capabilities
– Policy Administration system that acts as the system
of record, providing the administrative services
– Business Rules Engine enables the externalisation of
rules and calculations
– The analytics layer providing reporting capability
Management services including;
- DevOps platform
- Security management
- System management platforms
DXC Digital Insurance
As-a-Service (DIaaS) Production
Environment Template
API Gateway
AWS
Managed
Services
AWS Container
Services
18DXC Proprietary and Confidential
DIaaS Deployed Consistently Across Regional Hubs
19DXC Proprietary and Confidential
Deployed Across Regional DIaaS Hubs
Global Reinsurance and Insurance Carrier
(US Operations)
• Term Life
• Unit-Linked Life
• Whole Life
Belgium P&C and Life Carrier
• Automobile, Motorcycle, Moped
• Homeowners
• Term Life and Mortgage
European Insurance Carrier
(Italy and Spain operations)
• Group
• Pension
• Custom Personal Risk
Global Insurance Carrier
(ANZ Operations)
• SME (Professional Indemnity, Cyber,
Material Damage)
• Corporate Travel
AWS Cloud Regions and
Availability Zones
(note: HK in plan)
Existing DIaaS Hub
Locations
(note: ASIA hub in plan)
Client Example
• Business overview
LEGEND
20DXC Proprietary and Confidential
DIaaS Hub Managed Operational Services
The DIaaS Platform supports core business services,
as the centre of a Digital Ecosystem.
The Platform is managed by DXC allowing Customers
to concentrate on their core business, and new digital
opportunities.
Through DXC DIaaS Hub Operational Services, we
provide a Fully Managed Cloud Platform, ensuring
Customers’ business applications are secure and
highly available.
DXC DIaaS Hub Operational Services leverage proven
DXC Offerings in Security/Cyber, Managed AWS,
ITSM-ServiceNow, and Analytics.
Cloud
Management
Application
Monitoring
Security
Performance
Management
DevOps
ITSM -
ServiceNow
DXC Proprietary and Confidential
Delivering an Onmichannel
Experience
22DXC Proprietary and Confidential
Industry Innovations
Industry objectives
Buyer expectations have changed, and the industry is beginning
to listen…
Why can’t I buy life
insurance as easily as
I buy things from
Amazon?
– Gen Y Consumer
Direct business models require web-scale, web-responsive, consumerized technologies.
What worked in the past won’t enable growth in the future.
Instant Issue
Policies
New distribution
Partners
Social
Media
Targeted
Marketing
Direct
Sales
Mobile
Technology
23DXC Proprietary and Confidential
Omnichannel focuses on “connecting the dots” of
digital services…
• The consumer expects access to their digital assets anytime, anywhere on any device.
• Direct interaction with companies is expected
• Self-service is expected, but support is wanted and needed – on demand
• Enterprise IT systems need to enable the business and all potential channels of interaction
• This is where “digital” begins...
Source: Mckinsey, March 2014
Digital “refers to consumer-controlled electronic
interactions or cross-platform usage”
24DXC Proprietary and Confidential
Omnichannel: User personas
Create tailored services as system of interaction
• Policyholder
• Claims Processor
• Broker/Agent
• Product Manager
• Executive
• Bio & Characteristics
• Goals
• Key Decisions &
Responsibilities
• Business Life
• Device Preferences
• Key UI Screens
Assigned AttributesKey Stakeholders
25DXC Proprietary and Confidential
Empowering smart engagement: Omnichannel
April 11, 2018 25
Digital engagement: Right message,
right channel, right time
• Customer Lifecycle
• Buying Journey
• 360°/Personalization
• Self Service/Social
• Seamless/Integrated
• Choice/Paths
• Proactive Content
Creation
• Virtual and physical
• Digital Forms, Signature,
Delivery
Systemof
Record
Third-Party Software DXC Software Home-Grown Applications
Business
Process
Scope
Billing
Product
Development
Marketing, Sales
& Distribution
Underwriting &
Risk Mgmt
Policy
Administration
Claims
Customer
Servicing
Non
Functional Documents ReportingWorkflow
Smart
Engagement
Actionable
Relevant Contextual
CompliantPersonalized
Proactive
Omnichannel
ChannelManagement
Policy
Holder
Agent/Broker
Claims
Service/
Adjuster
Customer
Service
Executive/
Management
Product
Manager
Underwriter
Business
Scope
Health, Worker
Compensation
Saving, Annuities
Pension
Home
Leisure/
Accident
Fleet
Building
Personal Car
Non Life Commercial
Life
26DXC Proprietary and Confidential
Delivering a digital customer experience for insurance
Seamless customer experience across
distribution & engagement channels
Digital engagement: right message, right
channel, right time
Insight and understanding driven by
internal and externally available data
Guided buying journeys tailored to roles,
personae, and lifecycle stage
1
2
3
4
Bank
Partner
Direct
Advisor
Broker
Agent
Policy Holder
3600
Understanding
Smart
Engagement
Integrated
Predictive
Real-Time
Structured
and
Unstructured
Behavioral
Actionable
Relevant
Contextual
CompliantPersonalized
Proactive
Customer
Journey
Renew
Consider
Purchase
EnhanceClaim
Refer
27DXC Proprietary and Confidential
Technology stack for Omnichannel – Operational
User channels
IOS, android, windows, desktop, tablet, smartphone
Application
AIA, WMA-J, Integral, Risk master, Exceed, Point In, 3rd party, etc.
Omnichannel user experience
IE10+, Firefox 22+, IOS safari, android browser
Client-side UI rendering
meta-model driven, restful and dynamic rendering
API Gateway
API Mediation, Authentication, Policy
enforcement
Optional Restful Service Coordination
ESB if needed (may be fulfilled by API Platform)
Infrastructure
virtual or physical
REST API – RMM level 2 or 3
Platform
DXCAPIStore
Analytics,BusinessActivity
Monitoring
Mobile Platform
Device management,
push notifications,
etc.
API Management
Security, Policy, Governance, Lifecycle
Management, API Store
Apache Camel
RedHat Linux, Windows Server
DXC Proprietary and Confidential
Demo
DXC_CSC-612 March 2017
29DXC Proprietary and Confidential
DXC market leadership increases…
Software – 1500+ clients
33 new Integral licenses (3 Java) in last year
310 licenses installed in 46 countries
2 “Go Lives” for POINT IN (Java)
Business Process Services
Significant transactions
Infrastructure Transformation
Global leader in infrastructure outsourcing
300,000+ desktops
NOA International Outsourcing Contract of the Year
Techworld Financial Services Project of the Year
Market Leading
More than half of the insurance companies in the top 500 of the
Forbes’ Global 2000 are DXC clients 90% of the insurance
companies in the top 250 of the US Fortune 500 are DXC clients
30DXC Proprietary and Confidential
Our insurance business combines infrastructure, process servicing, and
next generation technologies based around our insurance software
spine
• Insurance software
– “Backbone” of our ecosystem and differentiator
– Five regional next generation policy platforms
– Six global application components
• Application services
– Modernization and conversion to support efficient processing
and digital ambitions
• Business process services
– Life and Annuity – open and closed book services
– Property and Casualty – personal and commercial products
• Infrastructure
– Rapidly moves to as-a-Service, supported by multi-provider
orchestration is key
• Integration of next-generation technologies
– Big Data, Cloud, cyber, mobile, digital Insurance
31DXC Proprietary and Confidential
DXC Technology Suite
DXC Technology helps enterprises discover, migrate, modernize and manage application
workloads to the AWS cloud platform and utilize their latest innovations. Join us in Opal
Room 101 for deep dive workshops on how to begin your digital transformation!
The agenda and topics are shown below:
12PM - 1PM: DXC Cloud Workload and Advisory Services
2PM - 3PM: Managed Services for AWS
3PM - 4PM: SAP S/4 HANA Transformation for AWS
Register at: http://bit.ly/2IATgnF or see a DXC representative at the back of the room after this
session.
DXC Proprietary and Confidential
Thank you.
DXC_CSC-612 March 2017

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AWS Summit Singapore - Building DXC's Digital Insurance as a Service (DIaaS) on AWS

  • 1. 1DXC Proprietary and Confidential © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Kevin Aylward Global Director, AWS Solutions, DXC Technology Building DXC's Digital Insurance as a Service (DIaaS) on AWS
  • 2. DXC Proprietary and Confidential April 11, 2018 Building DXC's Digital Insurance as a Service (DIaaS) on AWS Kevin Aylward Global Director, AWS Solutions Singapore | April 4, 2018
  • 3. DXC Proprietary and Confidential Agenda • Disruption in insurance • How market leaders respond • Building DXC’s Digital Insurance as a Service (DIaaS) on AWS • Delivering an Onnichannel Experience • Omnichannel Demo – DIaaS/Alexa
  • 4. DXC Proprietary and Confidential Disruption: What’s happening in insurance?
  • 5. 5DXC Proprietary and Confidential Today’s carriers are facing new challenges from many directions Growth of new entrants Digital transformation Data revolution • Commoditization of core protection products and services • New economy setting the bar for ecosystem and brand experience • New competitors, new delivery channels, extended ecosystems Changing market dynamics • Power shifting from carriers and agents to customers • Digital savvy rejecting traditional products, processes and channels • Ubiquity of mobile, social, and self directed buying behavior • Readily available scalable technology innovations (IoT, cloud) • High run and maintain costs limit capacity for investment in innovation • Movement towards standardization, rationalization and automation • Proliferation of new data sources and types – social media, Iot sensors, telematics • Emergence of “consumer grade” analytics platforms and tools • Behavior based risk assessments
  • 6. 6DXC Proprietary and Confidential Disruption: Online aggregators & price comparators Accelerating commoditization and a race to the bottom Three graphics: Major search engine, Progressive, and a new entrant that’s nothing more than an aggregator. Three different models: • Progressive: positive and negative selection powered by telematics and analytic enabled underwriting • Google: power resides with “he who has the data” and their ability to build and leverage an ecosystem • New Entrant: agile startup with a potentially new business model Impact: • UK reports 25-30% reduction in overall premiums • Further leveling of the playing field; scale no longer an advantage So What for carriers: 1. Significant commoditization and premium pressures 2. Increased competition from non-traditional competitors
  • 7. 7DXC Proprietary and Confidential Predicting the future is hard but the trends are clear Business Technology 1. Increased distribution channel diversity – new entrants from a multitude of sectors 2. Self Service/Direct to Consumer 3. Price aggregation/commoditization/Product Simplification 4. Customer centricity 5. Usage-based insurance products – casualty, home, health 6. Shift in core value proposition – emphasis on education, loss mitigation, prevention 7. Digital engagement through mobile, web, social, chat, and video 8. Consumption IT: software and infrastructure as-a-Service 9. Data driven analytics and insight 10. Cybersecurity and data protection
  • 8. DXC Proprietary and Confidential How market leaders are responding
  • 9. 9DXC Proprietary and Confidential Across the board – market leaders are transforming Sold by Agents Bought by Customers Transaction Customer Experience Paper Based Digital/Real-time Data Capture Data Analytics Term Based Usage Based Indemnification Continuous Value Carrier Ecosystem Inside-Out Outside-In
  • 10. 10DXC Proprietary and Confidential Digital insurance: Today’s market leaders are focused on three themes… Consumption Understanding Engagement Product Innovation • Simplified/Embedded • Mass Customization • Enhanced Features/Smart Data Driven • Macro and Micro • External/Real-time • Behavioral/Contextual Ecosystems • Partners • Providers • Channels Buying Journey • Channels/Devices • 360o/Personalization • Self Service/Social Insight Enabled • Holistic/Integrated • Predictive/Responsive • Granular Segmentation Enhanced Experience • Ease/Speed/Convenience • Prevention/Education • Continual Value As a Service • Infrastructure/Software • API Economy • Cybersecurity Internet of Things • Connected Car/Home/Self • Machine2Machine • Big Data and Analytics Mobility • Device/Wearable/Camera • Sensors/GPS/Beacons • Virtual Assistant Embracing Market Dynamics Addressing New Needs and Wants Leveraging Technology
  • 11. 11DXC Proprietary and Confidential To thrive in today’s digital economy, insurers must master: Consumption Mobile devices outnumber humans and are growing five times faster than the human population1 26% of non life consumers bought their policies on line2; 71% of insurance customers are willing to purchase insurance online3 Business delivering a seamless customer experience across multiple touch points including their contact center experience enjoy 9% higher customer retention4 • Streamline consumption • Simplify processes • Gain agility • Consume data as a service • Push innovation at the edge Understanding 1 in 4 insurers don’t have a single customer view3 89% don’t consider past interactions when recommending product/services online1 74% plan to invest in customer analytics in 20155 • Break through data silos • Enable a customer centric view • Make smart interaction possible • Deliver innovative products • Enable better returns Engagement 92% of policy holders indicate the importance for their insurer to go beyond indemnification to helping them reduce and manage their risk¹ 49% of US consumers would provide personal information in order for insurer to seek the best deal for relevant service on their behalf6 • Improve customer satisfaction • Engage continuously through value added ecosystems • Increase awareness and wallet share 1Tech Times, October 8, 2014 2IInsurance in a Digital World: the Time is Now, EY Global Insurance Digital Survey, 2013 3The Digital Insurer – Accenture 2013 Consumer-Driven Innovation Survey 4 The Business Value of Integrating the Contact Center Within your Omni-Channel Strategy, Aberdeen Group, March, 2014 5 Can IT Keep Up with Business Demands for BI and Analytics in Insurance? Gartner, 2014 6 Insurance 2020: The Digital Prize – Taking Customer Connection to a New Level, Price Waterhouse Chase
  • 12. 12DXC Proprietary and Confidential To Succeed, Insurers Must Focus on Four Imperatives Build greater customer engagement and intimacy Simplify and automate products, processes and technology Reduce capital deployed Use new data sources and partner ecosystem services Build the new Tackle the legacy
  • 13. DXC Proprietary and Confidential Building DXC’s Digital Insurance as a Service on AWS
  • 14. 14DXC Proprietary and Confidential Pivot to Digital Insurance as a Service End to End Solution: - Software - Infrastructure - Operations Curated Ecosystem Consumption-Based Pricing Flexible Deployment
  • 15. 15DXC Proprietary and Confidential Digital Insurance as a Service (DIaaS) Reference Model Platform services • Telematics/IoT • Digital claims • Digital marketing • CRM Technology services • eSignature • Notifications • Chat/voice • eContent Business services • Travel & transportation • Health & fitness • Entertainment • Security & monitoring DXC Insurance Components Insurance Ecosystem: Platforms & Services • Provisioning/de-provisioning • Monitoring & management • Hybrid cloud management • Network management • Help desk/escalation • Scheduling/file transfers • Cybersecurity monitoring • Capacity management • Versioning/patching • Metering/billing • Logging/audit • DR/BC Platform Operations • Public reference APIs • Insurance entity model • API gateway & manager • UI/UX framework • Enterprise MEAP • State manager • Hybrid API adapters • Identity & access management Product Marketing Distribution Servicing Billing Claims DXC Digital Insurance Framework – API Management Consumer Agent Advisor CSR Adjuster Underwriter Back-office worker Digital marketer Digital Insurance Applications • New Business • Policy Administration • Product • Billing • Claims • Reinsurance Systems of Analysis • Analytics & Reporting • Analytics Platforms • Data Platforms
  • 16. 16DXC Proprietary and Confidential DXC DIaaS Platform – Core of a Digital Ecosystem DXC Digital Insurance Framework – API Management (OmniChannel) UX Framework DXC REST Reference Resource Model for Insurance API’s DXC Digital Enablement Framework GI-P&C PAS Life PAS Group PAS Reinsurance Claims Product & Rules Engine DXC API Access & Identity Management DXC Security Monitoring AWS Services ServiceNow and DXC ITSM DXC DevOps Platform DXC Managed Services for AWS CX/UX Templates DXC Mobile Applications DXC Analytics DXC Regional Digital Transformation Practice DXC ConversionEdge Migration Practice API Gateway Enterprise Mobility
  • 17. 17DXC Proprietary and Confidential DIaaS Platform Deployment Topology Availability Zone A Internet Availability Zone B ELBDXC ABS IAM Availability Zone C Omni Channel DMZ Subnet vRouter and Firewall Management API Consumer OpenG OpenAM Policy OpenDJ Config DB OpenDB User Profile IAM Private Subnet NACL OpenG OpenAM Policy OpenDJ User Profile ELB OpenDJ Config DBIntegration Integration Client SOR Application CAS GBP App Private Subnet NACL DirectoryRules Engine SoR PAS Print Web Server Business Analytics API Adapter CAS DirectoryBusiness Analytics SoR PAS Print Web Server API Adapter Rules Engine Client SOR Database GBP DB Private Subnet NACL SoR DB SoR DB SoR DB Monitoring Platform CSC Agility DevOps Platform Batch Scheduling Platform Security Management Platform Monitoring Platform Agility DevOps Platform Batch Scheduling Platform Security Management Platform Cloud Management Management Platform Private Subnet NACL DeploymentDesigner AWS Key Management Dev Portal Cloud Front Route 53 . Key personas use DXC’s digital insurance applications to access the RESTful API architecture that exposes data and functionality in the core insurance components AWS Managed Services for DNS, CDN and API Gateway. Authentication services for DXC’s digital insurance applications including standard user ID, token based, federation and social authentication capabilities – Policy Administration system that acts as the system of record, providing the administrative services – Business Rules Engine enables the externalisation of rules and calculations – The analytics layer providing reporting capability Management services including; - DevOps platform - Security management - System management platforms DXC Digital Insurance As-a-Service (DIaaS) Production Environment Template API Gateway AWS Managed Services AWS Container Services
  • 18. 18DXC Proprietary and Confidential DIaaS Deployed Consistently Across Regional Hubs
  • 19. 19DXC Proprietary and Confidential Deployed Across Regional DIaaS Hubs Global Reinsurance and Insurance Carrier (US Operations) • Term Life • Unit-Linked Life • Whole Life Belgium P&C and Life Carrier • Automobile, Motorcycle, Moped • Homeowners • Term Life and Mortgage European Insurance Carrier (Italy and Spain operations) • Group • Pension • Custom Personal Risk Global Insurance Carrier (ANZ Operations) • SME (Professional Indemnity, Cyber, Material Damage) • Corporate Travel AWS Cloud Regions and Availability Zones (note: HK in plan) Existing DIaaS Hub Locations (note: ASIA hub in plan) Client Example • Business overview LEGEND
  • 20. 20DXC Proprietary and Confidential DIaaS Hub Managed Operational Services The DIaaS Platform supports core business services, as the centre of a Digital Ecosystem. The Platform is managed by DXC allowing Customers to concentrate on their core business, and new digital opportunities. Through DXC DIaaS Hub Operational Services, we provide a Fully Managed Cloud Platform, ensuring Customers’ business applications are secure and highly available. DXC DIaaS Hub Operational Services leverage proven DXC Offerings in Security/Cyber, Managed AWS, ITSM-ServiceNow, and Analytics. Cloud Management Application Monitoring Security Performance Management DevOps ITSM - ServiceNow
  • 21. DXC Proprietary and Confidential Delivering an Onmichannel Experience
  • 22. 22DXC Proprietary and Confidential Industry Innovations Industry objectives Buyer expectations have changed, and the industry is beginning to listen… Why can’t I buy life insurance as easily as I buy things from Amazon? – Gen Y Consumer Direct business models require web-scale, web-responsive, consumerized technologies. What worked in the past won’t enable growth in the future. Instant Issue Policies New distribution Partners Social Media Targeted Marketing Direct Sales Mobile Technology
  • 23. 23DXC Proprietary and Confidential Omnichannel focuses on “connecting the dots” of digital services… • The consumer expects access to their digital assets anytime, anywhere on any device. • Direct interaction with companies is expected • Self-service is expected, but support is wanted and needed – on demand • Enterprise IT systems need to enable the business and all potential channels of interaction • This is where “digital” begins... Source: Mckinsey, March 2014 Digital “refers to consumer-controlled electronic interactions or cross-platform usage”
  • 24. 24DXC Proprietary and Confidential Omnichannel: User personas Create tailored services as system of interaction • Policyholder • Claims Processor • Broker/Agent • Product Manager • Executive • Bio & Characteristics • Goals • Key Decisions & Responsibilities • Business Life • Device Preferences • Key UI Screens Assigned AttributesKey Stakeholders
  • 25. 25DXC Proprietary and Confidential Empowering smart engagement: Omnichannel April 11, 2018 25 Digital engagement: Right message, right channel, right time • Customer Lifecycle • Buying Journey • 360°/Personalization • Self Service/Social • Seamless/Integrated • Choice/Paths • Proactive Content Creation • Virtual and physical • Digital Forms, Signature, Delivery Systemof Record Third-Party Software DXC Software Home-Grown Applications Business Process Scope Billing Product Development Marketing, Sales & Distribution Underwriting & Risk Mgmt Policy Administration Claims Customer Servicing Non Functional Documents ReportingWorkflow Smart Engagement Actionable Relevant Contextual CompliantPersonalized Proactive Omnichannel ChannelManagement Policy Holder Agent/Broker Claims Service/ Adjuster Customer Service Executive/ Management Product Manager Underwriter Business Scope Health, Worker Compensation Saving, Annuities Pension Home Leisure/ Accident Fleet Building Personal Car Non Life Commercial Life
  • 26. 26DXC Proprietary and Confidential Delivering a digital customer experience for insurance Seamless customer experience across distribution & engagement channels Digital engagement: right message, right channel, right time Insight and understanding driven by internal and externally available data Guided buying journeys tailored to roles, personae, and lifecycle stage 1 2 3 4 Bank Partner Direct Advisor Broker Agent Policy Holder 3600 Understanding Smart Engagement Integrated Predictive Real-Time Structured and Unstructured Behavioral Actionable Relevant Contextual CompliantPersonalized Proactive Customer Journey Renew Consider Purchase EnhanceClaim Refer
  • 27. 27DXC Proprietary and Confidential Technology stack for Omnichannel – Operational User channels IOS, android, windows, desktop, tablet, smartphone Application AIA, WMA-J, Integral, Risk master, Exceed, Point In, 3rd party, etc. Omnichannel user experience IE10+, Firefox 22+, IOS safari, android browser Client-side UI rendering meta-model driven, restful and dynamic rendering API Gateway API Mediation, Authentication, Policy enforcement Optional Restful Service Coordination ESB if needed (may be fulfilled by API Platform) Infrastructure virtual or physical REST API – RMM level 2 or 3 Platform DXCAPIStore Analytics,BusinessActivity Monitoring Mobile Platform Device management, push notifications, etc. API Management Security, Policy, Governance, Lifecycle Management, API Store Apache Camel RedHat Linux, Windows Server
  • 28. DXC Proprietary and Confidential Demo DXC_CSC-612 March 2017
  • 29. 29DXC Proprietary and Confidential DXC market leadership increases… Software – 1500+ clients 33 new Integral licenses (3 Java) in last year 310 licenses installed in 46 countries 2 “Go Lives” for POINT IN (Java) Business Process Services Significant transactions Infrastructure Transformation Global leader in infrastructure outsourcing 300,000+ desktops NOA International Outsourcing Contract of the Year Techworld Financial Services Project of the Year Market Leading More than half of the insurance companies in the top 500 of the Forbes’ Global 2000 are DXC clients 90% of the insurance companies in the top 250 of the US Fortune 500 are DXC clients
  • 30. 30DXC Proprietary and Confidential Our insurance business combines infrastructure, process servicing, and next generation technologies based around our insurance software spine • Insurance software – “Backbone” of our ecosystem and differentiator – Five regional next generation policy platforms – Six global application components • Application services – Modernization and conversion to support efficient processing and digital ambitions • Business process services – Life and Annuity – open and closed book services – Property and Casualty – personal and commercial products • Infrastructure – Rapidly moves to as-a-Service, supported by multi-provider orchestration is key • Integration of next-generation technologies – Big Data, Cloud, cyber, mobile, digital Insurance
  • 31. 31DXC Proprietary and Confidential DXC Technology Suite DXC Technology helps enterprises discover, migrate, modernize and manage application workloads to the AWS cloud platform and utilize their latest innovations. Join us in Opal Room 101 for deep dive workshops on how to begin your digital transformation! The agenda and topics are shown below: 12PM - 1PM: DXC Cloud Workload and Advisory Services 2PM - 3PM: Managed Services for AWS 3PM - 4PM: SAP S/4 HANA Transformation for AWS Register at: http://bit.ly/2IATgnF or see a DXC representative at the back of the room after this session.
  • 32. DXC Proprietary and Confidential Thank you. DXC_CSC-612 March 2017