An insurer at the start of a modernization journey has to make a series of choices: which systems, or which features and functions within systems, or what types of improvements in user experience. Then another level of questions arises: build or buy; if build how to access the right skill sets and staff with those skills; and if buy which vendors and which solutions. And since nearly all of the choices will require financial and non-financial resources; an insurer must set parameters for the depth and sophistication of analysis it wants to undertake.

The legacy modernization program undertaken by Louisiana Workers’ Compensation Corporation (LWCC) provides an outstanding example of recognizing, and then finding, answers to these questions.