Issue Management System for Sri Lanka Insurance

Abstract

Sri Lanka Insurance Corporation (Ltd) is well known, reputed Government owned Insurance Company. Good Improvement in efficiency of the service was one of main target of the company to be achieved, with the concept of Total customer Care (TC3). Technical issues, Computer Software and Hardware Issues, Engineering Issues were some of Issues aroused while giving the customer service. Increase the efficiency of providing solutions is definitely improves the efficiency of service. Proper Issue Management system will help to improve the efficiency of the issues flow, correctly to the correct person in a systematic way. The goal of this project was to develop a common system to handle various types of issues by understanding common features and variations among them. A dedicated Issue handling team was available to handle each type of issues. Issue handling team consists of a Help Desk & Solution Providers. They were in different levels in various sections. It got services from a outsource company wherever necessary. The System consists of three Components. They are User Applications, Help Desk Applications and Service Provider s applications. System must interoperable with existing Authentication system. Three tier intra-network architectural designs, which were already having in the company, require the system to perform. Object oriented techniques were used in system development. Unified Modeling language was used in analysis and design stages of the project. Microsoft Visual Studio 2005 was used to implement the system in C#.net Language. Crystal report was used for reporting purposes. SMTP technology was used to send emails through the system. Oracle 9.2 Database was used. This system Help to send correct and sufficient information to Issue handling team. For Help desk, it was easy to analyses existing fresh issues, hence priority can be given correct manner and effective way. Issues could be rerouted through any sections and any levels. System could be set up for presently unavailable issue type without changing the applications or with minor changes. Present status of the Issue is visible to the client as a history. Decision making and Analyzing is possible to the Middle and top management and Help Desk Administrators.