IIABA Offers Agency Tech Workflow Tool

NU Online News Service, Sept. 27, 3:45 p.m.EST--The Agents Council for Technology and the Council forBest Practices have jointly developed a new product to helpagencies create more efficient workflows that fully utilize theagency's technology.

Both ACT and the Council for Best Practices are programs of theIndependent Insurance Agents and Brokers of America. In these twoinitiatives, independent agents partner with other segments of theindustry to enhance agency business operations and use oftechnology.

The new interactive tool--"The Best Practices Guide to AgencyBusiness Processes and Workflows," is designed to "help agentsassess where they stand in terms of their current workflows andtechnology, and then provide specific steps agents can take to moveto a more efficient and productive working environment," accordingto the Alexandria, Va.-based IIABA.

The tool, unveiled this week in New Orleans at the IIABA'sannual conference, also contains a number of forms and guidelinesto help an agency implement a continuous-improvement process. Itincludes comprehensive property-casualty and benefitsworkflows.

"The ongoing commitment of ACT and the Council for BestPractices is to support independent agencies with the tools torealize business process and technology efficiencies," said RegDavis, chairman of the joint ACT/Best Practices work group thatproduced the guide.

He added that the guide is a "terrific member benefit that isbeing provided to independent agents online, at no cost."

"Technology and workflows provide the tools for establishing astrong service and sales foundation," he said. "The tool positionsthe agency's management to achieve the maximum benefits of the useof the agency's technology, to improve client service, and to freeup more agency staff resources for sales."

The ACT/Best Practices work group engaged Laura Nettles ofNettles Consulting Network to develop the product with the group'sinput.

The Best Practices tool identifies distinct agency environments,and then outlines the characteristics of each level and the stepsto take to progress to each successive level of agencyenvironment.

"Ultimately, this guide helps the agency achieve workflows thatintegrate fully with its technology so that the benefits of thattechnology are fully realized," said Jeff Yates, ACT's executivedirector. "Business process improvement and workflow implementationare ongoing processes, not one-time events. The workbook isintended to be an agency's guide to continuous improvement."

"Using the tools provided in this Best Practices Guide requiresan openness to change. Agencies and brokers must want to fully usethe technology they already have in place," added MadelynFlannagan, IIABA's vice president for education and research. "Thisworkbook simplifies the transition, but still requires thecommitment and discipline by everyone in the agency to adhere tothe approved workflows and the use of the computer as the primarysource of agency information."

The implementation tools provided in the guide help agenciesestablish goals, implement internal task forces to developworkflows, analyze progress, and monitor staff workload and theimplementation of the workflows.

The guide is available at www.independentagent.com byclicking on either the Agents Council for Technology tab or theCouncil for Best Practices gateway.