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The Promise of End User Maintenance - Billing Systems

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18 March 2010
Michael Fitzgerald
Continuing the series on end user involvement in system changes, we asked reference accounts how involved business staff is in maintaining billing systems. As shown in the graph below, a great majority of them only barely or moderately have moved these activities into business areas. In conversation with vendors and insurers, most often these tasks involve creating and modifying bill plans. Note that our research does not ask how much an insurer wants to move to the business areas. In the case of billing and financial transactions, and unlike policy and rating administration, this relatively low level may be desired for control reasons.

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