Cigna’s sales and client onboarding transformation journey (CEN201)

Signa's Transformation Journey with TCS and AWS

Overview

  • Signa is a large health insurance provider with over 180 billion in revenue and 70,000 employees worldwide.
  • TCS (Tata Consultancy Services) has been a long-standing partner of Signa, driving their transformation journey.
  • AWS has been a key collaborator in this transformation, providing the cloud infrastructure and services to enable Signa's modernization efforts.

Challenges and Goals

  • The healthcare ecosystem involves multiple stakeholders (clients, producers, members) with complex interactions and expectations.
  • Signa identified key challenges:
    • Brokers prioritize ease of doing business, with technology being a top reason for recommending carriers.
    • Employees lack understanding of their benefits and expect more personalized recommendations.
    • Employers demand integrated benefits solutions, not just point solutions.
  • Signa's transformation goals:
    • Elevate stakeholder experience
    • Double new business sales
    • Improve client retention by 50%

Transformation Approach

  • Signa's "4S" strategy: simplification, streamlining, standardization, and scalability.
  • Three key pillars of the transformation:
    1. Sales enablement
    2. Operational efficiency
    3. Integrated digital experience
  • Transitioning from multiple legacy systems and manual workflows to a single cloud-native, connected enterprise platform.

Leveraging AWS Services

  • AWS as the backbone, enabling a seamless experience for end-users.
  • Leveraging AWS services for:
    • Orchestration and integration of disparate systems
    • AI/ML and NLP for document processing and automation
    • Scalable and cost-effective infrastructure (e.g., EC2, EKS, Aurora PostgreSQL)
    • Establishing architectural patterns and best practices

Outcomes and Learnings

  • Improved user experience and reduced complexity for business users.
  • Faster delivery and reduced lead times for new capabilities.
    • Ability to spin up environments in a week vs. 6-9 months previously.
  • Increased developer productivity and retention by providing a modern platform.
  • Continuous evolution and refactoring to stay current with technology advancements.
  • Importance of regular business case updates to justify ongoing investments.
  • Collaborative partnership with AWS to leverage their expertise and latest service offerings.

Future Roadmap

  • Expanding the use of advanced analytics and data-driven insights.
    • Exploring the potential of Amazon Textract, Comprehend, and other AI/ML services.
  • Continuous modernization and future-proofing of the platform.
  • Leveraging the partnership with AWS to accelerate innovation and drive further business value.

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