This document provides an overview of the Technical Business Support team. The team provides technical support to the business to strive for operational excellence. They manage system updates, agent portals, user acceptance testing, and website maintenance for various products and schemes. Additionally, they provide helpdesk support, project management, business rules and manual production. In 2016, their key support included various user acceptance testing, functional changes, projects, setups, prioritization, reporting, and product onboarding across multiple lines of business and countries to support the business.

1. Technical Business Support
“Providing Technical Support to the Business, Striving for Operational
Excellence”

2. 2
Organisation Chart

3. 3
Consumer Commercial MID
Helpdesk
•EMMA1 management of system updates
•Agent Portal management and support
•UAT for One claim Consumer
•Santander schemes support
•All Cancer care website maintenance
•DMS UAT for Consumer
•HealthNow Premium Increase set u/UAT
•Debenhams schemes
•System testing & UAT
•HPIS – Hospital Plan Insurance Services
•New Product Launch Testing
•Belgium and Swiss Policy Administration
for EMMA
•Marketing Support
•Finance & Receivables AIGSS Support
•BACS Software Maintenance and SME
•Uploading Agency Sales files to systems
•Comet Support Helpdesk
•ALPS Support Helpdesk
•OGIS and GOALD corporate data
knowledge support
•Commercial systems SME Support,
advice and requirements scoping
•MALTA Country owner and support
•UK Zone PHD escalation &
Prioritization
•Multinational SIGMA design and
reporting for EMEA
•UAT for many Commercial systems
•Ad Hoc Project Management
guidance and support
•DMS Support desk for UK
•Business Rules and requirements
support
•Production of S3, OMEGA, and
Comet Guides and manuals
•First line support to all Fleet and PCG
Policyholders to ensure adherence to
MID1 and MID2 compliance
•Assist Police and the DVLA with Policy
and Vehicle enquiries often from
Roadside
•Help set up Account details and upload
vehicle data into the MID website on
behalf of our Policyholders
•Support complex large fleet queries,
and changes to policies and including
management of linked claims contact
details
•Liaise with the MIB – Motor Insurers
Bureau to ensure AIG compliance on
target to meet regulatory TTS (time to
supply)
•Work closely with Product Tower
Underwriters to ensure New
Business/Renewals and Cancellations
are updated on the MID
•Manage Compliance MI for users not
updating their vehicle data in a timely
manner – risking vehicle impoundment

4. 4
Key 2016 Support
• Multiline UAT, scoping, analysis, and requirements gathering
• Comet functional changes
• Booking Standardisation Project
• Malta ALPS Multinational Set up including AIGSS offshore
• PCG & Aviation Multinational EMEA wide Product and treaty on-boarding
• UK PHD triage prioritisation and deployment
• E Start Next Gen
• MID1 Phoenix Direct feed automation
• Consumer Knowledge transfer to AIGSS
• Multinational Sigma Reporting
• Submission Prioritisation Project
• PCG to Pool RE
• 2.0 KPI Slip Remediation Project
• Consumer Claims Direct Credits