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De-risking Life and Annuity Policy
Admin System Conversions
Highly effective policy administration system (PAS) conversions are those that
address the involved people, processes and technologies. Life and annuity
(L&A) insurance companies can improve success rates in PAS conversions
when they emphasize these three dimensions as keys to the organizational
change initiative.
Executive summary
A legacy policy administration system (PAS) conversion
carries multiple challenges that should be addressed
by focusing on people, processes and technologies.
Conversion programs include many dimensions, from
product , policy migrations, interface integration and
process changes to user training and operational
readiness — all in a single initiative.
Interdependencies among these dimensions further
multiply complexity. Risks and challenges characterize
each stage of the conversion journey — from establishing
the business case to planning, scoping, designing and
implementing the program.
Success rates improve and risk is reduced when life and
annuity (L&A) insurance companies treat these programs
as organizational change initiatives and not solely as
an IT modernization project. Three key success criteria
typically govern the success or failure of PAS conversions
with success hinging on meeting expectations for time,
cost and reduced risks.
Cognizant has successfully completed more than 30
PAS conversions over the past 10 years. This white paper
shares our perspective on the right way to undertake
these programs, infusing best practices from each of the
technology, people, and process dimensions.
Cognizant 20-20 Insights
March 2019
Cognizant 20-20 Insights
2  /  De-risking Life and Annuity Policy Admin System Conversions
Figure 1
PAS conversion program success criteria
Achieving ROI
as planned
Fulfillment of goals
established upfront
1
Meeting
expectations
End user acceptance
of target state
2
Ease of
transition
Ease of transition for
operations & IT to the new PAS
3
Implied
expectations
Seamless migration to
target platform — products,
policies and processes
Faster, cheaper
risk-mitigated
conversion
While automation tools and solution accelerators
can significantly increase accuracy and speed, and
contain costs, conversion’s success mostly rides
on its impact on end users before, during and after
the journey. The manner in which the target state
is achieved is as important as the target state itself.
Therein lies the significance of the processes used
to arrive at the envisioned target state.
While automation tools and solution
accelerators can significantly increase accuracy
and speed, and contain costs, conversion’s
success mostly rides on its impact on end users
before, during and after the journey.
Cognizant 20-20 Insights
3  /  De-risking Life and Annuity Policy Admin System Conversions
Technology
Adopt pre-configured ecosystems
with industry-standard features
Most policy administration systems have been built
over decades. Understandably, replacing them
can be a difficult and lengthy process, especially
when faced with tight budget constraints — all
while ensuring minimal impact on end users.
It’s prudent, therefore, to adopt solutions that
can increase speed and accuracy. The inherent
complexity and size of the endeavor calls for pre-
built or pre-configured target platforms to host
and administer in-scope products and policies. This
approach helps to reduce program risks, costs and
turnaround times.
By using a pre-configured platform, implementation
teams can address functionality gaps for the new
platform rather than build policy administration
processes and rules from scratch. We recommend
easy to configure, flexible platforms that offer a wide
range of templates for the base product and riders
for cloning and enhancements.
A pre-configured platform also offers working
processes and provisions for obtaining end user
feedback early. This can significantly expedite
training for the operations team as well.
A pre-configured PAS should also provide “out-of-
the-box” interface integration solutions to increase
speed to market and reduce costs and risks. Policy
administration systems integrate with dozens of
interfaces. Most L&A companies share common
internal and external interfaces. Examples include
accounting ledgers, reinsurance feeds, national
change of address (NCOA) feeds, commissionable
event extracts, and regulatory compliance
interfaces, such as Office of Foreign Assets Control
(OFAC) and anti-money laundering (AML).
A pre-built toolkit for rapidly onboarding products
and policies onto the target platform is another
valuable project accelerator. Pre-existing data-
mapping and transformation rules, rate loaders,
and template-driven product onboarders are
among the most important conversion tools. They
help to improve quality, handle high volumes,
Figure 2
Foundational elements: Best practices to adopt in a PAS conversion
Technology
Process
> Pre-configured assets for head start
> Automation tools for efficiency
> Cognitive tools for insights & accuracy
> Accelerators to manage scale
> Stakeholder engagement and alignment
> Collaboration and consensus building
> Onboarding and preserving SMEs
> Plan to meet end user expectations
> Business first, risk-mitigated approach
> Adaptive/flexible to accept change
> Iterative, evidence driven
> Shift-left principles
People
Figure 3
Scaling the conversion ramp
Ramp to onboard products & policies
Legacy 1 Legacy 2 Legacy 3 Legacy 4
Insurance PAS
conversion capabilities
New PAS platform
Cognizant 20-20 Insights
4  /  De-risking Life and Annuity Policy Admin System Conversions
Building everything from scratch is no longer a viable option for
PAS conversions. Adopting a pre-configured PAS ecosystem
component that includes pre-built conversion accelerators is the
ideal approach for L&A insurers.
reduce turnaround times, and avoid “repeat”
conversion costs by automating the bulk of the
project processes.
Building everything from scratch is no longer a
viable option for PAS conversions. Adopting a
pre-configured PAS ecosystem component that
includes pre-built conversion accelerators is the
ideal approach for L&A insurers.
Automation tools for legacy
PAS conversions
While every PAS conversion poses unique
challenges, there are also many similarities
that provide opportunities to adopt reusable
automation tools to more efficiently complete
repetitive, rule-driven and high-volume tasks.
Reusable automation tools and accelerators also
free up the valuable time of subject matter experts
(SMEs) and other key resources, allowing them
to focus on more complex program problems
or roadblocks.
Scaling the conversion ramp
By envisioning a ramp for escalating PAS
conversion capabilities, L&A insurers can more
clearly realize their conversion goals. This
conversion ramp includes reusable, plug-and-
play enablers equipped with automation tools,
templates and process frameworks to expedite the
legacy PAS conversion from start to finish.
A typical legacy conversion program includes
at least four to five process tracks. Each track is
a distinct project and presents opportunities to
reduce costs and risks through automation and
reusable components.
These tracks are the building blocks that construct
the conversion ramp.
Cognizant 20-20 Insights
5  /  De-risking Life and Annuity Policy Admin System Conversions
For system integration partners and Software as
a Service (SaaS)/Business Process as a Service
(BPaaS) platform providers, not having good ramp
capabilities should be a disqualifier.
Applicability of cognitive
technologies
Tasks that require human perceptual skills can
now be automated using cognitive technologies.
Cognitive technologies help overcome the
traditional trade-offs between speed, cost and
quality. A legacy PAS conversion program includes
several tasks that require managing massive data
volumes. Conventional automation often cannot
address the more complex data validation tasks.
Such tasks typically require time-consuming
human analysis, which is error prone, due to the
sheer data volume and variation.
Early detection of hidden business (product and
process) rules, insights and requirements can
significantly reduce risks and challenges. In addition
to providing early detection, cognitive tools can
play a valuable role in optimizing approaches,
further reducing costs and risks in a conversion,
right from the early stages of the journey.
Cognitive tools also expose hidden rules and
provide insights from legacy data in the policy
administration ecosystem. They can be configured
to monitor and study data exchanges with the PAS
using upstream and downstream interface systems.
By monitoring large data samples over time, these
tools can provide metadata information related
to the data-feed exchanges and, importantly,
the hidden rules that humans often miss during
conventional requirement gathering.
Track Building blocks of PAS conversion ramp
Data
migration
Source-agnostic, neutral file-based data capture to simplify extraction Reusable asset
Pre-existing, reusable data mapping of the neutral file to the target Reusable asset
Data onboarder reusable ETL (extract, transform, load) engine for target Automation
Automated data audit compare process Automation
Data profiling/rule repository Reusable asset
Product
configuration
Product grid and rate capture templates Reusable asset
L&A product calculation modeling tools Reusable asset
Product onboarding tools: automated product configuration and cloning Automation
Adaptive implementation methodology Best practice
Testing
Policy lifecycle test scenario repository Reusable asset
Automated regression test bed Automation
Test-data generator for policy lifecycle testing Automation
Integration
Pre-configured PAS interfaces Reusable asset
Pre-configured correspondence extracts and reports Reusable asset
PAS operation data store design constructs Best practice
Requirement
management
Automated business rule extraction from legacy system Automation
Product and process specification template Reusable asset
Agile and Scaled Agile Framework (SAFe): Iterative methodology with prototyping Best practice
Requirement traceability matrix Reusable asset
Cognizant 20-20 Insights
6  /  De-risking Life and Annuity Policy Admin System Conversions
The table below depicts a few examples of how cognitive technologies can expose hidden requirements.
Policy lapse and
grace processing rules
Monitor a large set of data feeds/exchanges and expose rules from the data feeds generated out of a legacy PAS that
hosts term and traditional life insurance policies. The exposed rules can be used to re-examine or supplement business
rules obtained through conventional methods, such as documentation or SMEs.
1:USE
CASE
Conventional requirement gathering: Business rules obtained from existing documents or end users.
1. Lapse rule: Available product documentation says policies are given a 30-day grace period before the policy lapses.
2. Paid-in-advance vs paid-in-arrears rule: Actuarial memos suggest that the products in the source system require
modal premiums to be paid in advance and not in arrears.
3. Non-forfeiture options (NFO), such as a premium holiday rule, are not applicable for the block of policies.
Important exceptions and variations of the above rules can remain hidden if additional methods of
validating or supplementing are not applied. These surface during data migration audits and lead to
significant rework, causing delays and cost escalations.
Risk
Scan the billing/grace/lapse event-related data feeds over a period for the PAS, using cognitive
technology tools. These feeds will contain date elements, such as lapse date, paid-to date and premium
due, reinstatement premiums, and premium due date policy status.
The cognitive tools can derive the following rules by monitoring large samples of such data feeds as:
| What is the grace period rule for every plan under that system? Is it always 30 days or does it vary
by plan (30, 45, or 60 days)?
| Are NFO options (premium holiday) actually present?
| Are there policies in the system that allow premiums to be paid in arrears?
Suggested
mitigation,
leveraging
cognitive
tools
Commission
interface requirements
Monitor and harvest information from the data exchanges between the PAS and a commission system. Understand all
data exchange triggers for commissionable events (automatic premium loan, premium holiday) using monitoring tools
for a large data sample over a pre-defined period.
2:USE
CASE
Conventional requirement gathering: Rules obtained from interface documents or application libraries.
1. Existing Interface documents for commissions provide a list of triggers for which data is sent from the PAS
2. A copybook/field list is obtained from the legacy source application libraries.
Outdated Interface documents do not typically contain all the interface exchange triggers as well as
variations. These surface during end-to-end testing with the surround systems such as commissions.
Risk
Use cognitive tools to create a report by scanning data exchanges over a period of time or from existing
data archives and data lakes. The report provided by such tools can cover the following aspects of
interface exchanges:
| What are the business transaction events for which data is exchanged? Are there any variations by
products and plans?
| What are the insurance data attributes that are being exchanged? In this case, the complete list of
commissionable events includes charge backs.
| What insurance data attributes are mandatory vs. optional in the exchange for a certain business
transaction event?
Suggested
mitigation,
leveraging
cognitive
tools
Cognizant 20-20 Insights
7  /  De-risking Life and Annuity Policy Admin System Conversions
Most emerging and existing cognitive
technologies focus on enabling business
growth goals. The insurance Industry needs
more out-of-the-box cognitive tools to
simplify legacy transformation and
conversion programs.
Cognizant 20-20 Insights
8  /  De-risking Life and Annuity Policy Admin System Conversions
Incremental development ensures that end users can properly
acclimate to the new PAS. As system requirements evolve
during the project, users and SMEs receive early and recurring
demonstrations and walkthroughs of the “to be” system.
Process
Shift-left strategy catches
problems early
A shift-left strategy can help organizations detect
problems early in the application and system
integration testing phase. This strategy can also
be applied more broadly across a legacy PAS
conversion. A shift-left approach provides for:
1.	 An appropriate source-system study to ensure
due diligence before conversion planning.
2.	 Iterative development, with early system
prototypes and demonstrations for end users.
Appropriate source-system study
A critical common challenge for conversions is the
need to understand comprehensive source system
behaviors, referred to as business rules or logic.
This challenge is further exacerbated if SMEs are
unavailable and documentation is outdated.
To address this challenge, organizations should
first gather all the critical facts and insights
from product, policy, process and application
information. With this essential knowledge, teams
can then properly scope, strategize and plan the
implementation. To more easily manage and
analyze for commonality and gaps, this information
should be captured in standardized product grids
and templates. By maintaining a requirement-
traceability matrix, teams can more effectively
identify the impact across components.
This organized and comprehensive view of all
pertinent information facilitates more productive
deep-dive discussions, planning and stakeholder
consensus building. Early, detailed deep dives
are more productive, revealing distinct aspects
and exceptions that can be addressed to prevent
defects and rework.
A focused system study typically runs about six
to eight weeks. Key areas to study include the
legacy source application and repository of facts
and insights about the product, data, system, and
related business processes.
This early study helps identify hidden rules, key
insights and system limitations to support the
proper scope, strategy, and plan, and prevent
rework and delays in later stages.
Iterative development, with early system
prototypes and demonstrations for end users
Incremental development ensures that end users
can properly acclimate to the new PAS. As system
requirements evolve during the project, users and
SMEs receive early and recurring demonstrations
and walkthroughs of the “to be” system.
Cognizant 20-20 Insights
9  /  De-risking Life and Annuity Policy Admin System Conversions
An iterative development model conforms well to
“shift left” principles.
Because PAS conversions can take several months
or quarters, stakeholder confidence can erode,
hindering program success. Scope creep and
requirement changes are expected to occur in such
programs. L&A companies and implementation
partners cannot realistically pre-plan and pre-
decide every aspect of the project during the
planning and requirement stage.
This is why it’s important for end users and other
stakeholders to review and test the work product
early in the cycle and continuously throughout. This
increases stakeholder confidence and encourages
feedback to help identify missing requirements —
affording the implementation team more lead time
to correct errors.
Avoid using a conventional and predictive Waterfall
approach, which is a linear, sequential methodology
that requires the completion of each step before
the next one can begin. Waterfall doesn’t account
for gathering lean requirements, early prototyping,
or feedback.
Rather, an Adaptive Implementation Methodology
accepts that project scope can and will change due
to various reasons, such as changes in personnel,
business process and priorities, as it divides the
scope into smaller pieces for iterative deployment.
Requirement changes are then captured and
implemented as a planned backlog.
Adopting Agile-like methodologies, which demand
that self-sufficient teams run Scrums, can also
present challenges. Limited SME involvement and
centralized decision-making would affect progress.
Therefore, select an Adaptive Implementation
Methodology that retains Waterfall’s overarching
simplicity and incorporates iterative development
and testing processes as part of the framework.
One key objective is to provide an early, continuous,
and incremental working prototype. The ability
to deliver small units for testing, review and
refinement elevates stakeholder confidence and
helps address scope creep and design changes
where needed, without causing schedule slippage.
When the product, interfaces and data migration
components are complete, it’s time to begin
integrated testing. Initiate end-to-end testing on
the converted data, which includes the full-volume
data audit. This iterative development and testing
approach mostly addresses scope creep and
interdependencies. Any residual problems are then
corrected at this stage.
Up next is the extensive migration rehearsal, or
dry run, and expedited user-acceptance testing.
User acceptance is accomplished quickly when
an iterative development approach is followed, as
most defects and user expectations are addressed
during development, testing and user demo
iterations.
Due diligence, planning and
integrated program management
PAS conversion planning must not occur in an IT
silo. There are many workflows, stakeholders and
interdependencies to manage. On the next page,
we outline a few fundamental planning guidelines.
10  /  De-risking Life and Annuity Policy Admin System Conversions
Cognizant 20-20 Insights
Break apart into smaller, manageable goals
Program managers should weave smaller
milestones into a logical sequence to arrive at the
final outcome. This requires diligent planning, as
well as providing for contingencies and unknowns.
Smaller, key milestones act as tollgates for
subsequent phases.
Develop one integrated plan
Establish key milestones and dependencies within
and between tracks early in the process. A few
examples of this include:
❙❙ Before testing policy modal premium
calculations and plan rates, it’s necessary to have
a representative sample of migrated policies (as
well as all necessary coverage components) in a
test environment.
❙❙ Policy lifecycle processing configurations -- such
as death, surrender, loan, and lapse -- must be in
order before completing end-to-end testing of
accounting and commission systems.
❙❙ An adequate amount of converted data is
required for end-to-end testing with interfaces.
❙❙ Data audits of policy financial information
depend on calculation configurations and
rate loads.
With many tracks to manage, it’s important
to develop one integrated project plan that
includes individual track-level plans with
associated milestones and dependencies. Identify
dependencies and milestones that are both internal
and external to each track.
This enables program management and all
stakeholders to remain in sync with priorities,
expectations, and the true status of the program.
Program managers should
weave smaller milestones into
a logical sequence to arrive at
the final outcome. This requires
diligent planning, as well as
providing for contingencies
and unknowns. Smaller, key
milestones act as tollgates for
subsequent phases.
Cognizant 20-20 Insights
11  /  De-risking Life and Annuity Policy Admin System Conversions
People
Manage end-user expectations and sponsor confidence
PAS conversions can easily derail if business sponsors and end users lose confidence in the program’s
progress. Cost overruns and extended timelines can further erode the business case.
Seek to understand what’s causing confidence to erode. Common reasons and possible solutions include:
Reasons for erosion of stakeholder
and sponsor confidence
Solution constructs —
best practices
1
Implementation partners’ lack of understanding of business
dependencies and absence of consensus among stakeholders.
Carry out adequate due diligence
Plan deep dive with stakeholders
2
Implementation partners’ heavy dependency on SMEs for
requirement, product and operations knowledge.
Onboard aptly skilled resources
Implement solution accelerators for
requirements
3
Error-prone, lengthy documentation and requirement gathering
demands extensive SME involvement for reviews and approvals.
Adopt Agile-like methodologies
4
Lack of evidence and metrics of a working “to-be” system from
the early stages creates doubts about true status and progress of
the implementation among sponsors and stakeholders.
Adopt adaptive methodologies
Manage using one integrated plan
5
Late detection of gaps and requirements leads to rework, delays
and missed key milestones.
Conduct adequate system study
Adopt shift-left best practices
6
Unavailability of an early, working “to-be” system with meaningful
data for end users to train, test, and provide feedback leads to
mismatched expectations during later stages.
Adopt adaptive methodologies
Perform system prototyping and demos
No single solution can eliminate all of these problems. However, a set of solution constructs, best practices
and methodologies can help mitigate these issues and ensure that stakeholders remain confident in the
program’s progress and success.
Cognizant 20-20 Insights
12  /  De-risking Life and Annuity Policy Admin System Conversions
Pre-implementation prep with operations and
policy administration peripheral teams
Failing to diligently complete necessary readiness and preparatory planning with all impacted stakeholders
can lead to a variety of challenges, even after the conversion “go live” with interfacing systems, customer
correspondence, and policy servicing functions. The likely result may include poor customer experience
and missed SLAs for policy servicing.
The table below shares two examples of conversion issues and their impact on policy servicing.
Duplicate premium notice delivery
Failed remittances due to lack of updates
to peripherals
A failure to analyze the impact of output processing
timing gaps, like correspondence triggers, led to
duplicate premium notices being sent out to customers
for whom the dividend was not sufficient to pay the
modal premium. The legacy policy administration
system sent a notice, and the new PAS also generated
another one for the same policies immediately after the
conversion cutover.
The legacy PAS generated notices 15 days before the due
date, but the new system was designed and configured to
generate this trigger on the due date — a known gap.
IT and policy-servicing operations failed to adequately
plan and collaborate to identify the impacted cases
upfront. The failure to stop the duplicate correspondence
from the new system led to a higher volume of inquiries,
as some customers previously sent checks for the
shortfall.
A lack of rehearsals and inclusion of interfacing peripheral
systems prevented premium remittance inbound feeds
to reach the right policy administration system for
processing.
The L&A company maintained an index of policy
numbers for the PAS of record in a separate system. As
blocks of policies migrated from the legacy PAS to the
new system and some underwent renumbering, the
indexing system should have been updated with the
new PAS identifier and list of policy numbers for those
renumbered.
This issue was caused by a lack of end-to-end rehearsals
with peripheral systems and a failure to create a common
detailed implementation plan for all impacted systems.
As a result, the policy servicing and IT teams manually
applied the failed remittance transactions.
Post-conversion fallouts have common root causes:
Commonly identified root cause of conversion fallouts
A
Failure to adequately engage
operations and peripheral system
SMEs in implementation planning for
the go-live.
One-time conversion tasks (before and after) for the operations
and surround-system interdependencies can remain undetected if
they are not addressed during go-live planning. These insights can
prevent major fallouts.
B
Inadequate rehearsals or trial
runs with all peripheral teams and
stakeholders.
End-to-end rehearsals with all participants are mandatory.
Neglecting to do so can cause one-time conversion cutover tasks
to remain under-planned, under-rehearsed and missed, causing
delays in the go-live or other fallouts.
C
Inadequate impact analysis upfront
for the conversion cutover scenarios.
Migrating rules, data and processes from one system to another on a
certain cutover date will always result in overlaps, special processing
and one-time considerations that need to be factored in during
planning.
Cognizant 20-20 Insights
13  /  De-risking Life and Annuity Policy Admin System Conversions
Ensuring a soft landing and seamless transition are
among the most important success criteria for any
PAS conversion. Below are best practices that we
follow for all such projects to ensure adoption and
proper preparation for the go-live:
3.	 In go-live planning, ensure the right degree
of engagement among policy-servicing and
interface-system stakeholders.
4.	 Detail the planning and tracking of all one-time
tasks by IT and operations before, during and
after the conversion.
5.	 Rehearse end-to-end dry runs for the
conversion; include IT and operations tasks.
6.	 Have all operations, user, and peripheral system
stakeholders participate in conversion rehearsals
(trial runs) with the right volume of policies;
enact the same steps by following an hour-by-
hour plan.
7.	 Maintain a policy watch list and a list of tasks
tagged against each such policy.
Our approach requires high participation from
policy-servicing operations and peripheral-system
teams. We have found that early preventive
participation is a better alternative than later,
required corrective participation.
Stakeholder engagement and
consensus building on scope, strategy
and planning
End user buy-in and insights
The due diligence and planning phase must include
active stakeholder participation in planning,
detailed scoping, and migration strategy using
deep-dive sessions to obtain insights and approvals
on strategy decisions, detailed scope, and planning.
Early deep-dive scoping and planning workshops
with all impacted IT and business stakeholders will
elicit important insights and uncover risks. Then
the team is ready to revisit the strategy, re-plan
risk-mitigation steps, and conduct a walkthrough
with stakeholders to gain consensus and allay any
fears. These early insights also help identify required
corrections and clarify stakeholder dependencies,
roles, and responsibilities.
Conclusion
A PAS conversion is a major undertaking that
requires intense focus on the people, processes and
technologies involved. Unfortunately, there’s no
single “silver bullet” among the many available tools,
accelerators and approaches. As we explored, while
automation tools and accelerators can significantly
reduce project complexity and boost speed, people
and processes play an equally important role. By
engaging with the right implementation partners,
who are well experienced in PAS conversions,
L&A insurers can ensure a successful conversion
and mitigate risks by adopting the best set of
conversion accelerators, skilled resource pools,
and holistic solution frameworks to serve their
organizations.
Cognizant 20-20 Insights
14  /  De-risking Life and Annuity Policy Admin System Conversions
About the authors
Todd Eyler
Platform Leader, Insurance Practice, Cognizant Insurance
Todd Eyler is a Platform Leader within Cognizant’s Insurance Practice. He brings 20 years of industry
experience, having joined Cognizant’s Insurance Practice in late 2016 after holding a number of senior
operating and consulting roles related to insurance technology strategy and implementation. Todd has
either turned around or led eight successful, core insurance system implementation projects and advised
on numerous others. He was previously CTO at Stone River/Fiserv Insurance Solutions, a Client Partner at
Majesco, and led the insurance research and advisory practices at Forrester Research and Gartner. He can
be reached at Todd.Eyler@cognizant.com.
Kaushik Bera
Life & Annuity PAS Conversion Solution Architect, Cognizant Insurance
Kaushik Bera is a Life and Annuity PAS Conversion subject matter expert within Cognizant’s Insurance
Practice. He has over 17 years of Life and Annuity COTS product system implementation and conversion
experience. Kaushik brings extensive experience of over six successful Policy Admin System Conversions
across major COTS platforms and has been instrumental in setting up Cognizant’s PAS conversion factory
framework. He can be reached at Kaushik.Bera@cognizant.com.
Acknowledgments
The authors wish to thank and acknowledge the guidance provided by Michael Clifton, SVP, Global
Insurance Strategy, Platforms & Ventures, and Usha Lakshmanan, VP Insurance Platforms & Innovation.
© Copyright 2019, Cognizant. All rights reserved. No part of this document may be reproduced, stored in a retrieval system, transmitted in any form or by any means,electronic, mechanical,
photocopying, recording, or otherwise, without the express written permission from Cognizant. The information contained herein is subject to change without notice. All other trademarks
mentioned herein are the property of their respective owners.
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De-risking Life and Annuity Policy Admin System Conversions

  • 1. Digital Business De-risking Life and Annuity Policy Admin System Conversions Highly effective policy administration system (PAS) conversions are those that address the involved people, processes and technologies. Life and annuity (L&A) insurance companies can improve success rates in PAS conversions when they emphasize these three dimensions as keys to the organizational change initiative. Executive summary A legacy policy administration system (PAS) conversion carries multiple challenges that should be addressed by focusing on people, processes and technologies. Conversion programs include many dimensions, from product , policy migrations, interface integration and process changes to user training and operational readiness — all in a single initiative. Interdependencies among these dimensions further multiply complexity. Risks and challenges characterize each stage of the conversion journey — from establishing the business case to planning, scoping, designing and implementing the program. Success rates improve and risk is reduced when life and annuity (L&A) insurance companies treat these programs as organizational change initiatives and not solely as an IT modernization project. Three key success criteria typically govern the success or failure of PAS conversions with success hinging on meeting expectations for time, cost and reduced risks. Cognizant has successfully completed more than 30 PAS conversions over the past 10 years. This white paper shares our perspective on the right way to undertake these programs, infusing best practices from each of the technology, people, and process dimensions. Cognizant 20-20 Insights March 2019
  • 2. Cognizant 20-20 Insights 2  /  De-risking Life and Annuity Policy Admin System Conversions Figure 1 PAS conversion program success criteria Achieving ROI as planned Fulfillment of goals established upfront 1 Meeting expectations End user acceptance of target state 2 Ease of transition Ease of transition for operations & IT to the new PAS 3 Implied expectations Seamless migration to target platform — products, policies and processes Faster, cheaper risk-mitigated conversion While automation tools and solution accelerators can significantly increase accuracy and speed, and contain costs, conversion’s success mostly rides on its impact on end users before, during and after the journey. The manner in which the target state is achieved is as important as the target state itself. Therein lies the significance of the processes used to arrive at the envisioned target state. While automation tools and solution accelerators can significantly increase accuracy and speed, and contain costs, conversion’s success mostly rides on its impact on end users before, during and after the journey.
  • 3. Cognizant 20-20 Insights 3  /  De-risking Life and Annuity Policy Admin System Conversions Technology Adopt pre-configured ecosystems with industry-standard features Most policy administration systems have been built over decades. Understandably, replacing them can be a difficult and lengthy process, especially when faced with tight budget constraints — all while ensuring minimal impact on end users. It’s prudent, therefore, to adopt solutions that can increase speed and accuracy. The inherent complexity and size of the endeavor calls for pre- built or pre-configured target platforms to host and administer in-scope products and policies. This approach helps to reduce program risks, costs and turnaround times. By using a pre-configured platform, implementation teams can address functionality gaps for the new platform rather than build policy administration processes and rules from scratch. We recommend easy to configure, flexible platforms that offer a wide range of templates for the base product and riders for cloning and enhancements. A pre-configured platform also offers working processes and provisions for obtaining end user feedback early. This can significantly expedite training for the operations team as well. A pre-configured PAS should also provide “out-of- the-box” interface integration solutions to increase speed to market and reduce costs and risks. Policy administration systems integrate with dozens of interfaces. Most L&A companies share common internal and external interfaces. Examples include accounting ledgers, reinsurance feeds, national change of address (NCOA) feeds, commissionable event extracts, and regulatory compliance interfaces, such as Office of Foreign Assets Control (OFAC) and anti-money laundering (AML). A pre-built toolkit for rapidly onboarding products and policies onto the target platform is another valuable project accelerator. Pre-existing data- mapping and transformation rules, rate loaders, and template-driven product onboarders are among the most important conversion tools. They help to improve quality, handle high volumes, Figure 2 Foundational elements: Best practices to adopt in a PAS conversion Technology Process > Pre-configured assets for head start > Automation tools for efficiency > Cognitive tools for insights & accuracy > Accelerators to manage scale > Stakeholder engagement and alignment > Collaboration and consensus building > Onboarding and preserving SMEs > Plan to meet end user expectations > Business first, risk-mitigated approach > Adaptive/flexible to accept change > Iterative, evidence driven > Shift-left principles People
  • 4. Figure 3 Scaling the conversion ramp Ramp to onboard products & policies Legacy 1 Legacy 2 Legacy 3 Legacy 4 Insurance PAS conversion capabilities New PAS platform Cognizant 20-20 Insights 4  /  De-risking Life and Annuity Policy Admin System Conversions Building everything from scratch is no longer a viable option for PAS conversions. Adopting a pre-configured PAS ecosystem component that includes pre-built conversion accelerators is the ideal approach for L&A insurers. reduce turnaround times, and avoid “repeat” conversion costs by automating the bulk of the project processes. Building everything from scratch is no longer a viable option for PAS conversions. Adopting a pre-configured PAS ecosystem component that includes pre-built conversion accelerators is the ideal approach for L&A insurers. Automation tools for legacy PAS conversions While every PAS conversion poses unique challenges, there are also many similarities that provide opportunities to adopt reusable automation tools to more efficiently complete repetitive, rule-driven and high-volume tasks. Reusable automation tools and accelerators also free up the valuable time of subject matter experts (SMEs) and other key resources, allowing them to focus on more complex program problems or roadblocks. Scaling the conversion ramp By envisioning a ramp for escalating PAS conversion capabilities, L&A insurers can more clearly realize their conversion goals. This conversion ramp includes reusable, plug-and- play enablers equipped with automation tools, templates and process frameworks to expedite the legacy PAS conversion from start to finish. A typical legacy conversion program includes at least four to five process tracks. Each track is a distinct project and presents opportunities to reduce costs and risks through automation and reusable components. These tracks are the building blocks that construct the conversion ramp.
  • 5. Cognizant 20-20 Insights 5  /  De-risking Life and Annuity Policy Admin System Conversions For system integration partners and Software as a Service (SaaS)/Business Process as a Service (BPaaS) platform providers, not having good ramp capabilities should be a disqualifier. Applicability of cognitive technologies Tasks that require human perceptual skills can now be automated using cognitive technologies. Cognitive technologies help overcome the traditional trade-offs between speed, cost and quality. A legacy PAS conversion program includes several tasks that require managing massive data volumes. Conventional automation often cannot address the more complex data validation tasks. Such tasks typically require time-consuming human analysis, which is error prone, due to the sheer data volume and variation. Early detection of hidden business (product and process) rules, insights and requirements can significantly reduce risks and challenges. In addition to providing early detection, cognitive tools can play a valuable role in optimizing approaches, further reducing costs and risks in a conversion, right from the early stages of the journey. Cognitive tools also expose hidden rules and provide insights from legacy data in the policy administration ecosystem. They can be configured to monitor and study data exchanges with the PAS using upstream and downstream interface systems. By monitoring large data samples over time, these tools can provide metadata information related to the data-feed exchanges and, importantly, the hidden rules that humans often miss during conventional requirement gathering. Track Building blocks of PAS conversion ramp Data migration Source-agnostic, neutral file-based data capture to simplify extraction Reusable asset Pre-existing, reusable data mapping of the neutral file to the target Reusable asset Data onboarder reusable ETL (extract, transform, load) engine for target Automation Automated data audit compare process Automation Data profiling/rule repository Reusable asset Product configuration Product grid and rate capture templates Reusable asset L&A product calculation modeling tools Reusable asset Product onboarding tools: automated product configuration and cloning Automation Adaptive implementation methodology Best practice Testing Policy lifecycle test scenario repository Reusable asset Automated regression test bed Automation Test-data generator for policy lifecycle testing Automation Integration Pre-configured PAS interfaces Reusable asset Pre-configured correspondence extracts and reports Reusable asset PAS operation data store design constructs Best practice Requirement management Automated business rule extraction from legacy system Automation Product and process specification template Reusable asset Agile and Scaled Agile Framework (SAFe): Iterative methodology with prototyping Best practice Requirement traceability matrix Reusable asset
  • 6. Cognizant 20-20 Insights 6  /  De-risking Life and Annuity Policy Admin System Conversions The table below depicts a few examples of how cognitive technologies can expose hidden requirements. Policy lapse and grace processing rules Monitor a large set of data feeds/exchanges and expose rules from the data feeds generated out of a legacy PAS that hosts term and traditional life insurance policies. The exposed rules can be used to re-examine or supplement business rules obtained through conventional methods, such as documentation or SMEs. 1:USE CASE Conventional requirement gathering: Business rules obtained from existing documents or end users. 1. Lapse rule: Available product documentation says policies are given a 30-day grace period before the policy lapses. 2. Paid-in-advance vs paid-in-arrears rule: Actuarial memos suggest that the products in the source system require modal premiums to be paid in advance and not in arrears. 3. Non-forfeiture options (NFO), such as a premium holiday rule, are not applicable for the block of policies. Important exceptions and variations of the above rules can remain hidden if additional methods of validating or supplementing are not applied. These surface during data migration audits and lead to significant rework, causing delays and cost escalations. Risk Scan the billing/grace/lapse event-related data feeds over a period for the PAS, using cognitive technology tools. These feeds will contain date elements, such as lapse date, paid-to date and premium due, reinstatement premiums, and premium due date policy status. The cognitive tools can derive the following rules by monitoring large samples of such data feeds as: | What is the grace period rule for every plan under that system? Is it always 30 days or does it vary by plan (30, 45, or 60 days)? | Are NFO options (premium holiday) actually present? | Are there policies in the system that allow premiums to be paid in arrears? Suggested mitigation, leveraging cognitive tools Commission interface requirements Monitor and harvest information from the data exchanges between the PAS and a commission system. Understand all data exchange triggers for commissionable events (automatic premium loan, premium holiday) using monitoring tools for a large data sample over a pre-defined period. 2:USE CASE Conventional requirement gathering: Rules obtained from interface documents or application libraries. 1. Existing Interface documents for commissions provide a list of triggers for which data is sent from the PAS 2. A copybook/field list is obtained from the legacy source application libraries. Outdated Interface documents do not typically contain all the interface exchange triggers as well as variations. These surface during end-to-end testing with the surround systems such as commissions. Risk Use cognitive tools to create a report by scanning data exchanges over a period of time or from existing data archives and data lakes. The report provided by such tools can cover the following aspects of interface exchanges: | What are the business transaction events for which data is exchanged? Are there any variations by products and plans? | What are the insurance data attributes that are being exchanged? In this case, the complete list of commissionable events includes charge backs. | What insurance data attributes are mandatory vs. optional in the exchange for a certain business transaction event? Suggested mitigation, leveraging cognitive tools
  • 7. Cognizant 20-20 Insights 7  /  De-risking Life and Annuity Policy Admin System Conversions Most emerging and existing cognitive technologies focus on enabling business growth goals. The insurance Industry needs more out-of-the-box cognitive tools to simplify legacy transformation and conversion programs.
  • 8. Cognizant 20-20 Insights 8  /  De-risking Life and Annuity Policy Admin System Conversions Incremental development ensures that end users can properly acclimate to the new PAS. As system requirements evolve during the project, users and SMEs receive early and recurring demonstrations and walkthroughs of the “to be” system. Process Shift-left strategy catches problems early A shift-left strategy can help organizations detect problems early in the application and system integration testing phase. This strategy can also be applied more broadly across a legacy PAS conversion. A shift-left approach provides for: 1. An appropriate source-system study to ensure due diligence before conversion planning. 2. Iterative development, with early system prototypes and demonstrations for end users. Appropriate source-system study A critical common challenge for conversions is the need to understand comprehensive source system behaviors, referred to as business rules or logic. This challenge is further exacerbated if SMEs are unavailable and documentation is outdated. To address this challenge, organizations should first gather all the critical facts and insights from product, policy, process and application information. With this essential knowledge, teams can then properly scope, strategize and plan the implementation. To more easily manage and analyze for commonality and gaps, this information should be captured in standardized product grids and templates. By maintaining a requirement- traceability matrix, teams can more effectively identify the impact across components. This organized and comprehensive view of all pertinent information facilitates more productive deep-dive discussions, planning and stakeholder consensus building. Early, detailed deep dives are more productive, revealing distinct aspects and exceptions that can be addressed to prevent defects and rework. A focused system study typically runs about six to eight weeks. Key areas to study include the legacy source application and repository of facts and insights about the product, data, system, and related business processes. This early study helps identify hidden rules, key insights and system limitations to support the proper scope, strategy, and plan, and prevent rework and delays in later stages. Iterative development, with early system prototypes and demonstrations for end users Incremental development ensures that end users can properly acclimate to the new PAS. As system requirements evolve during the project, users and SMEs receive early and recurring demonstrations and walkthroughs of the “to be” system.
  • 9. Cognizant 20-20 Insights 9  /  De-risking Life and Annuity Policy Admin System Conversions An iterative development model conforms well to “shift left” principles. Because PAS conversions can take several months or quarters, stakeholder confidence can erode, hindering program success. Scope creep and requirement changes are expected to occur in such programs. L&A companies and implementation partners cannot realistically pre-plan and pre- decide every aspect of the project during the planning and requirement stage. This is why it’s important for end users and other stakeholders to review and test the work product early in the cycle and continuously throughout. This increases stakeholder confidence and encourages feedback to help identify missing requirements — affording the implementation team more lead time to correct errors. Avoid using a conventional and predictive Waterfall approach, which is a linear, sequential methodology that requires the completion of each step before the next one can begin. Waterfall doesn’t account for gathering lean requirements, early prototyping, or feedback. Rather, an Adaptive Implementation Methodology accepts that project scope can and will change due to various reasons, such as changes in personnel, business process and priorities, as it divides the scope into smaller pieces for iterative deployment. Requirement changes are then captured and implemented as a planned backlog. Adopting Agile-like methodologies, which demand that self-sufficient teams run Scrums, can also present challenges. Limited SME involvement and centralized decision-making would affect progress. Therefore, select an Adaptive Implementation Methodology that retains Waterfall’s overarching simplicity and incorporates iterative development and testing processes as part of the framework. One key objective is to provide an early, continuous, and incremental working prototype. The ability to deliver small units for testing, review and refinement elevates stakeholder confidence and helps address scope creep and design changes where needed, without causing schedule slippage. When the product, interfaces and data migration components are complete, it’s time to begin integrated testing. Initiate end-to-end testing on the converted data, which includes the full-volume data audit. This iterative development and testing approach mostly addresses scope creep and interdependencies. Any residual problems are then corrected at this stage. Up next is the extensive migration rehearsal, or dry run, and expedited user-acceptance testing. User acceptance is accomplished quickly when an iterative development approach is followed, as most defects and user expectations are addressed during development, testing and user demo iterations. Due diligence, planning and integrated program management PAS conversion planning must not occur in an IT silo. There are many workflows, stakeholders and interdependencies to manage. On the next page, we outline a few fundamental planning guidelines.
  • 10. 10  /  De-risking Life and Annuity Policy Admin System Conversions Cognizant 20-20 Insights Break apart into smaller, manageable goals Program managers should weave smaller milestones into a logical sequence to arrive at the final outcome. This requires diligent planning, as well as providing for contingencies and unknowns. Smaller, key milestones act as tollgates for subsequent phases. Develop one integrated plan Establish key milestones and dependencies within and between tracks early in the process. A few examples of this include: ❙❙ Before testing policy modal premium calculations and plan rates, it’s necessary to have a representative sample of migrated policies (as well as all necessary coverage components) in a test environment. ❙❙ Policy lifecycle processing configurations -- such as death, surrender, loan, and lapse -- must be in order before completing end-to-end testing of accounting and commission systems. ❙❙ An adequate amount of converted data is required for end-to-end testing with interfaces. ❙❙ Data audits of policy financial information depend on calculation configurations and rate loads. With many tracks to manage, it’s important to develop one integrated project plan that includes individual track-level plans with associated milestones and dependencies. Identify dependencies and milestones that are both internal and external to each track. This enables program management and all stakeholders to remain in sync with priorities, expectations, and the true status of the program. Program managers should weave smaller milestones into a logical sequence to arrive at the final outcome. This requires diligent planning, as well as providing for contingencies and unknowns. Smaller, key milestones act as tollgates for subsequent phases.
  • 11. Cognizant 20-20 Insights 11  /  De-risking Life and Annuity Policy Admin System Conversions People Manage end-user expectations and sponsor confidence PAS conversions can easily derail if business sponsors and end users lose confidence in the program’s progress. Cost overruns and extended timelines can further erode the business case. Seek to understand what’s causing confidence to erode. Common reasons and possible solutions include: Reasons for erosion of stakeholder and sponsor confidence Solution constructs — best practices 1 Implementation partners’ lack of understanding of business dependencies and absence of consensus among stakeholders. Carry out adequate due diligence Plan deep dive with stakeholders 2 Implementation partners’ heavy dependency on SMEs for requirement, product and operations knowledge. Onboard aptly skilled resources Implement solution accelerators for requirements 3 Error-prone, lengthy documentation and requirement gathering demands extensive SME involvement for reviews and approvals. Adopt Agile-like methodologies 4 Lack of evidence and metrics of a working “to-be” system from the early stages creates doubts about true status and progress of the implementation among sponsors and stakeholders. Adopt adaptive methodologies Manage using one integrated plan 5 Late detection of gaps and requirements leads to rework, delays and missed key milestones. Conduct adequate system study Adopt shift-left best practices 6 Unavailability of an early, working “to-be” system with meaningful data for end users to train, test, and provide feedback leads to mismatched expectations during later stages. Adopt adaptive methodologies Perform system prototyping and demos No single solution can eliminate all of these problems. However, a set of solution constructs, best practices and methodologies can help mitigate these issues and ensure that stakeholders remain confident in the program’s progress and success.
  • 12. Cognizant 20-20 Insights 12  /  De-risking Life and Annuity Policy Admin System Conversions Pre-implementation prep with operations and policy administration peripheral teams Failing to diligently complete necessary readiness and preparatory planning with all impacted stakeholders can lead to a variety of challenges, even after the conversion “go live” with interfacing systems, customer correspondence, and policy servicing functions. The likely result may include poor customer experience and missed SLAs for policy servicing. The table below shares two examples of conversion issues and their impact on policy servicing. Duplicate premium notice delivery Failed remittances due to lack of updates to peripherals A failure to analyze the impact of output processing timing gaps, like correspondence triggers, led to duplicate premium notices being sent out to customers for whom the dividend was not sufficient to pay the modal premium. The legacy policy administration system sent a notice, and the new PAS also generated another one for the same policies immediately after the conversion cutover. The legacy PAS generated notices 15 days before the due date, but the new system was designed and configured to generate this trigger on the due date — a known gap. IT and policy-servicing operations failed to adequately plan and collaborate to identify the impacted cases upfront. The failure to stop the duplicate correspondence from the new system led to a higher volume of inquiries, as some customers previously sent checks for the shortfall. A lack of rehearsals and inclusion of interfacing peripheral systems prevented premium remittance inbound feeds to reach the right policy administration system for processing. The L&A company maintained an index of policy numbers for the PAS of record in a separate system. As blocks of policies migrated from the legacy PAS to the new system and some underwent renumbering, the indexing system should have been updated with the new PAS identifier and list of policy numbers for those renumbered. This issue was caused by a lack of end-to-end rehearsals with peripheral systems and a failure to create a common detailed implementation plan for all impacted systems. As a result, the policy servicing and IT teams manually applied the failed remittance transactions. Post-conversion fallouts have common root causes: Commonly identified root cause of conversion fallouts A Failure to adequately engage operations and peripheral system SMEs in implementation planning for the go-live. One-time conversion tasks (before and after) for the operations and surround-system interdependencies can remain undetected if they are not addressed during go-live planning. These insights can prevent major fallouts. B Inadequate rehearsals or trial runs with all peripheral teams and stakeholders. End-to-end rehearsals with all participants are mandatory. Neglecting to do so can cause one-time conversion cutover tasks to remain under-planned, under-rehearsed and missed, causing delays in the go-live or other fallouts. C Inadequate impact analysis upfront for the conversion cutover scenarios. Migrating rules, data and processes from one system to another on a certain cutover date will always result in overlaps, special processing and one-time considerations that need to be factored in during planning.
  • 13. Cognizant 20-20 Insights 13  /  De-risking Life and Annuity Policy Admin System Conversions Ensuring a soft landing and seamless transition are among the most important success criteria for any PAS conversion. Below are best practices that we follow for all such projects to ensure adoption and proper preparation for the go-live: 3. In go-live planning, ensure the right degree of engagement among policy-servicing and interface-system stakeholders. 4. Detail the planning and tracking of all one-time tasks by IT and operations before, during and after the conversion. 5. Rehearse end-to-end dry runs for the conversion; include IT and operations tasks. 6. Have all operations, user, and peripheral system stakeholders participate in conversion rehearsals (trial runs) with the right volume of policies; enact the same steps by following an hour-by- hour plan. 7. Maintain a policy watch list and a list of tasks tagged against each such policy. Our approach requires high participation from policy-servicing operations and peripheral-system teams. We have found that early preventive participation is a better alternative than later, required corrective participation. Stakeholder engagement and consensus building on scope, strategy and planning End user buy-in and insights The due diligence and planning phase must include active stakeholder participation in planning, detailed scoping, and migration strategy using deep-dive sessions to obtain insights and approvals on strategy decisions, detailed scope, and planning. Early deep-dive scoping and planning workshops with all impacted IT and business stakeholders will elicit important insights and uncover risks. Then the team is ready to revisit the strategy, re-plan risk-mitigation steps, and conduct a walkthrough with stakeholders to gain consensus and allay any fears. These early insights also help identify required corrections and clarify stakeholder dependencies, roles, and responsibilities. Conclusion A PAS conversion is a major undertaking that requires intense focus on the people, processes and technologies involved. Unfortunately, there’s no single “silver bullet” among the many available tools, accelerators and approaches. As we explored, while automation tools and accelerators can significantly reduce project complexity and boost speed, people and processes play an equally important role. By engaging with the right implementation partners, who are well experienced in PAS conversions, L&A insurers can ensure a successful conversion and mitigate risks by adopting the best set of conversion accelerators, skilled resource pools, and holistic solution frameworks to serve their organizations.
  • 14. Cognizant 20-20 Insights 14  /  De-risking Life and Annuity Policy Admin System Conversions About the authors Todd Eyler Platform Leader, Insurance Practice, Cognizant Insurance Todd Eyler is a Platform Leader within Cognizant’s Insurance Practice. He brings 20 years of industry experience, having joined Cognizant’s Insurance Practice in late 2016 after holding a number of senior operating and consulting roles related to insurance technology strategy and implementation. Todd has either turned around or led eight successful, core insurance system implementation projects and advised on numerous others. He was previously CTO at Stone River/Fiserv Insurance Solutions, a Client Partner at Majesco, and led the insurance research and advisory practices at Forrester Research and Gartner. He can be reached at Todd.Eyler@cognizant.com. Kaushik Bera Life & Annuity PAS Conversion Solution Architect, Cognizant Insurance Kaushik Bera is a Life and Annuity PAS Conversion subject matter expert within Cognizant’s Insurance Practice. He has over 17 years of Life and Annuity COTS product system implementation and conversion experience. Kaushik brings extensive experience of over six successful Policy Admin System Conversions across major COTS platforms and has been instrumental in setting up Cognizant’s PAS conversion factory framework. He can be reached at Kaushik.Bera@cognizant.com. Acknowledgments The authors wish to thank and acknowledge the guidance provided by Michael Clifton, SVP, Global Insurance Strategy, Platforms & Ventures, and Usha Lakshmanan, VP Insurance Platforms & Innovation.
  • 15. © Copyright 2019, Cognizant. All rights reserved. No part of this document may be reproduced, stored in a retrieval system, transmitted in any form or by any means,electronic, mechanical, photocopying, recording, or otherwise, without the express written permission from Cognizant. The information contained herein is subject to change without notice. All other trademarks mentioned herein are the property of their respective owners. Codex 4310 World Headquarters 500 Frank W. Burr Blvd. Teaneck, NJ 07666 USA Phone: +1 201 801 0233 Fax: +1 201 801 0243 Toll Free: +1 888 937 3277 European Headquarters 1 Kingdom Street Paddington Central London W2 6BD England Phone: +44 (0) 20 7297 7600 Fax: +44 (0) 20 7121 0102 India Operations Headquarters #5/535 Old Mahabalipuram Road Okkiyam Pettai, Thoraipakkam Chennai, 600 096 India Phone: +91 (0) 44 4209 6000 Fax: +91 (0) 44 4209 6060 About Cognizant Cognizant (Nasdaq-100: CTSH) is one of the world’s leading professional services companies, transforming clients’ business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient business- es. Headquartered in the U.S., Cognizant is ranked 195 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @Cognizant.