Change Request Management Application for a well-known Insurance Company!

Background

The client is one of the leading general Insurance companies in India, offering a wide range of products and services. It includes motor insurance, health insurance, travel insurance, home insurance, personal accident insurance, and commercial insurance. The company has a significant presence in the country, having a network of offices and branches in various cities and towns. It continually strives to enhance its product offerings, expand its distribution channels, and leverage technology to deliver superior insurance solutions.

Challenges

In the context of a project or operation with multiple applications, the client struggled to handle Change Requests efficiently.

“A Change Request (CR) represents an official submission to initiate modifications or alterations to existing processes within an organization. The action typically initiates when there is a need to change the existing systems, processes, or functionalities. It gets triggered by various factors, such as business requirements, regulatory compliance, technical upgrades, bug fixes, etc.”

Manually documenting the status of each CR, tracking them, and trying to obtain meaningful insights looked tedious for the client. Even if documented, determining the complexity, aging, etc., sounded far and formidable. The client encountered several other challenges related to communication, documentation efforts, and overall efficiency in CR handling. Additionally, visualizing the progress of a CR became challenging due to the lack of efficient tools or processes. 

Solution

An integrated solution in the Iqxora platform was developed and delivered to the client for managing change requests within their projects or operations.

Let Us See How!
The application solution comprises of a parent workflow and two child workflows.

Parent Flow

1. Business SPOC fills out the Change Request (CR) form.
2. The Request Type determines the execution of the child workflows.
3. Request Category selection triggers approval from President/HOD.
4. Business SPOC selects impacted applications. For each selection, the System creates a corresponding child.
5. The task then moves to all system impacted Application SPOCs for CR review.

Child Flow 1

1. Application SPOC initiates Child Workflow-1 and assigns the task for BA Approval.
2. BA reviews the change request and decides whether to proceed, hold, send for requirement validation, or withdraw.
3. After BA Approval, the task moves to the Delivery Planning phase.
4. PM reviews the task and decides whether it is Approved for Development, Requires BA Clarification, Send for Information Security Approval, or Under Planning.
5. After PM confirmation, the task moves to Development Team.
6. Development Team updates request status of development: Started, Completed, or Send to PM (reviewing).
7. After the Development completion, the task moves to the QA Verification phase.
8. QA person updates verification status of Testing: Started, Bug Reported, or Completed.
9. Upon completion, the task moves to the UAT phase.
10. The User Acceptance Team conducts UAT Testing to ensure requirements are met.
11. The task proceeds to sign-off and enters the QA Regression Testing phase. The Regression team tests the application for remaining bugs or issues if any.
12. If no issue is found, the application is deemed ready for release. The software goes live, and the workflow ends.

Child Flow 2

1. Application SPOC initiates Child Workflow-2 and assigns task for BA Approval.
2. BA reviews request and decides whether to hold, send for Requirement Validation, or Withdraw.
3. Task undergoes CISO Verification to identify any personally identifiable information in use.
4. After CISO Approval, task proceeds to Project Manager for Resource Planning.
5. Developers extract required data, and results are passed to Project Manager for approval.
6. The Project Manager checks the data extraction result, and direct the task to Business SPOC Review
7. Finally, the Business SPOC reviews the data extraction result and the workflow ends.

Result

Here is what the client achieved by engaging with the Iqxora platform:

• Streamlined change request management application.
• Significant effort & cost reduction in manual tracking and management.
• Both the aging of a process and the complexity of a process is comprehended.
• Email is triggered at each stage which gives better visibility.
• In depth clarity on which stage the project is lagging behind. 

Final Thoughts

By leveraging our platform, businesses can streamline their change request management processes, facilitating efficient handling of requests throughout the project management life cycle. With features such as automated change updates, real-time alerts and notifications, and seamless data integration, the benefits of our low code platform are manifold, reducing manual effort and enhancing operational efficiency in managing project changes.

We invite you to explore the immense potential of our solution and unlock greater productivity, accuracy, and cost savings in your project life cycle. Contact us today to schedule a demo and discover how our platform can drive success in your organization.