Armed Forces Insurance twice tried and failed to upgrade its policy administration and claims systems, but when Del Chisolm, senior vice president and COO, joined the member-owned, nonprofit insurer five years ago, he knew the company had to try again and hoped the third time would be the charm.

"We made another attempt at it because it really was necessary," says Chisolm. "In order for us to compete in the marketplace, we had to have a functional system that was easily adaptable as opposed to our mainframe system. [The mainframe] keeps chugging along, but it was difficult and time-consuming to make changes, and it was not particularly adaptable for where we wanted to go."

AFI brought in Edgewater Technology, a consulting firm, to perform two functions. The first was to document AFI's overriding business requirements, according to Chisolm, and the second was to prepare the request for proposal and evaluate the vendors that replied.

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