AUGIE May Query Agents
To Get More Tech Guidance
The ACORD User Groups Information Exchange, better known as AUGIE, was scheduled to meet during the ACORD/LOMA Insurance Systems Forum in Orlando on May 21 to discuss, among other things, re-doing the massive agency technology survey the group first conducted in 2002.
"A lot of people liked [the survey] and we're still getting requests for it. Some of the information is getting out of date, though," according to Jerry Fox, president of the AMS Users' Group and rotational chair for the May meeting.
AUGIE, which was formed in August 2000, sent out its survey to query agents, agency principals and customer service representatives regarding their wants and needs in terms of technology.
The key findings of the first survey were that nearly half of the agent respondents pay for technology as it is needed (rather than budgeting for it), and that broadband usage is widespread among agents. The survey also confirmed the conventional wisdom that agents don't like proprietary carrier systems and don't appreciate duplicate data entry.
Other key findings of the initial survey, according to the Pearl River, N.Y.-based ACORD, were that:
o All agents should budget for technology.
o Agents and carriers need to operate on the latest technologies.
o A Web site should be part of an agency's strategic plan.
"It's definitely on the agenda," said Cal Durland, manager of member relations for ACORD, on the idea of a second survey. "It was successful the first time and we're asking for ideas for the second time around. We'd like to start doing this every two years. It's something the industry keeps asking for."
Ms. Durland confirmed that ACORD will fund the second survey. "I think it's going to be an overwhelming yes that we want to do it," said Mr. Fox of the survey. "We may want to add or change/rewrite some questions. It is two years old, so maybe it's not that accurate."
He added that "it's one of those things that is a win-win. ACORD pays for a lot of AUGIE already. Let's get something that we can get a win out of for everybody."
The significance of the first survey, Mr. Fox said, is that it "gave valuable info to everybody, including carriers from a venue that didn't exist before. It was completely bipartisan–there was no political swing to it, because all parties were involved in putting it together. It was info that was needed and that everyone knew was needed."
Responding to criticism of the first survey that little new information came out of the results, Mr. Fox noted: "You could say we already knew this stuff and we're doing the right thing, but [the value is in] how you took a look at it."
Mr. Fox added that AUGIE has no date in mind to get the second survey started at this point. "What we want is for this group as a whole to say yes we should do it, because this is valuable information," he said.
Mr. Fox also noted that some carriers have asked for an AUGIE group they can come to with ideas or from which they can get ideas. "There's been talk for a long time, so we want to nail it down. It will be a task group within AUGIE," he said.
Group to seek further input from agents and staff about needs, wants and attitudes on tech issues.
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