The Progressive Group of Insurance Companies

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Progressive Auto Insurance has a rich history of implementing effective, cost saving and efficiency enhancing information technology solutions. The company’s everyday operations are technology driven in a bid to not only improve revenue and saving costs but also to improve customer service.

In August 2011 for instance, the company launched the “Snapshot” in Florida, a pay as you go device that helps drivers make considerable savings in insurance through discounts that come along with use of the device. This device is a next generation gadget in the area of usage-based insurance. More importantly, it provides personalized insurance rate system that solely relies on the driving habit of customers.

The device helps Progressive Auto Insurance to determine if a driver qualifies for a discount after a 30 day period, depending on the driving data sent by the device. Like numerous progressive products linked with Progressive.com, customers with the device can log into the website to track their driving habits and make changes where necessary. They can also opt out of the program with no conditions.

“Snapshot”, according to the company is another “first” from Progressive Auto Insurance that is in line with the company’s culture of innovation and better customer service especially in usage-based insurance.

“Snapshot” combines advanced technology, security and ability to optimize discounts for the customer resulting in long-term savings. Over a quarter a million customers so far are using the program with many making savings of up to $ 200.

Progressive have changed their systems numerous times throughout their history The current business environment is very dynamic and defined by demand for better customer service and delivery of services. Business technology keeps changing every day to cater for the changing business environment.

According to King (2009, p. 501), old technology, no matter how effective it is, comes with outdated and sometimes ineffectual processes. Rivard et al. (2004, p. 90) supports the above position by asserting that business firms have no choice but to resort to technology change for the sole purpose of acquiring flexibility which is crucial in meeting the dynamic challenges of an IT-driven world.

Old technology is less likely to guard against fraud, is less efficient and also slow. It is the reason why progressive Auto Insurance keeps modifying their claims system even after generations of effective service by the system.

In a nutshell, Progressive Auto Insurance keeps modifying its claims system in response to needs in the customer service. The company also modifies systems because of the need to increase efficiency and need for increased operational flexibility.

Managers play an important role in successful implementation of technologies in any firm. A routine change in technology does not give sufficient grounds for managers to play a less involving role. In fact managers’ personal attributes have proven to play a big role in choosing and adopting new technology in firms (King, 2009, p. 158).

Any firm that is adopting technology must recognize that the role of managers is crucial. They help in identifying appropriate opportunities, smoothing the way for flawless implementation and helping in mitigating risks that technology brings (Reynolds, 2010, p. 11).

Managers are decision makers and they inject the human element at the highest level when implementing technology changes. There is every need for increased manager involvement in the introduction and adoption of new IT systems in firms.

Technology implementation is a gradual process that takes time. This change management continuum model aims at helping Progressive build its commitment to implementing a customer and policy management system.

Phase	Goal	Stage	Description
Information (2006)	To enlighten both employees and customers on the need for the change and the time scale.	Contact	All people involved –both Progressive employees and customers will know about the proposed change regarding customer and policy management system
		Awareness	Progressive will educate employees on the basic knowledge of the proposed customer and policy management system, what it entails and the changes it is likely to make in the overall company system
		Understanding	Progressive will make a concise effort to help employees understand the nature of the customer and policy management system, the specific intent behind the change and how the change will affect them
Education (2007)	Progressive will aim to make people involved aware of the change and its effects collectively and individually.	Positive perception	Progressive will embark on an internal campaign to help instill a positive reception of the customer and policy management system.
		Adoption	Progressive will formally adopt the customer and policy management system because there is a clear demonstration of positive impacts on the company because of the change.
		Institutionalization	Progressive will formally incorporate the change into its system. By this time Progressive will seek to cement the changes brought by customer and policy management system.
Commitment (2008)	The change adopted by Progressive has become routine and normal.	Internalizing	Progressive will use the change brought by customer and policy management system to stump for commitment to change and to portray change as the basis for the company’s interests, goals and values.

Conclusion

The role of managers in a firm covers areas broader than technology implementation. Considering importance of technology in a firm’s survival, managers’ role is even more critical

References

King, W.R. (2009). Planning for Information Systems. New York: Routledge

Reynolds, W. (2010). Information Technology for Managers. New York: Cengage Learning.

Rivard, S. et al. (2004). Information technology and organizational transformation: solving the management puzzle. New York: Butterworth-Heinemann.

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The Progressive Group of Insurance Companies – Managers

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