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Wednesday, 16 May 2018 23:38

NZ’s Medical Assurance Society transforms with Promapp cloud solution

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New Zealand’s Medical Assurance Society, a membership-based society that provides financial and business advisory services, has started to deploy cloud-based business process management software from Promapp to support its business transformation programmes.

MAS, which  has more than 200 staff who support in excess of 30,000 members by providing a range of insurance and investment products and services, made its decision to deploy Promapp following a review of the business to ensure it can drive continuous improvement in line with its strategy.

The company says that with a workforce spread across the country, there is a need for centralised process mapping, and a consistent approach to creating, managing and updating everyday internal and customer-facing processes.

“Being a mutual organisation, our number one priority is meeting the needs of our members, and a key component of this is the provision of outstanding personal service,” said Kylie McQuellin, general manager, Business Transformation.

“The way we interact with our members is changing, as are their expectations of what we offer, so we recently made the decision to replace our core insurance platform with one that gives us more flexibility, allows us to be more responsive to our members’ needs and provides more choice in the way members can interact with us.

“Critical to the success of this is the creation and management of business processes that are easy to access and update, and provide a sense of ownership to the different teams in the business, from the contact centre to human resources.  

“We want to use Promapp to make sure we have a process-operating model that can support us at both macro and procedural levels, and gives us a robust governance model. It will also give us a range of processes that enable our business owners and functional areas to drive their own continuous improvement."

The new business process management platform will also enable MAS to improve operational efficiency and scale effectively as membership grows.  

“We’ll be able to attribute costs across the business by better understanding the cost impact of specific process change,” says McQuellin.

“It will also support us with processes for staff development and training, and support standardisation and continuous improvement in the organisation’s insurance claims and contact centre operations.”


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Peter Dinham

Peter Dinham - retired in 2020. He is a veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).

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