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Blue Cross and Blue Shield of Rhode Island needed to get a handle on lengthy call center calls, but not at the expense of reducing customer service. The Blues plan found a solution that accomplished these and other management goals.Time is a critical element of virtually every business process, but it is particularly crucial for customer service. When Providence-based Blue Cross and Blue Shield of Rhode Island (BCBSRI) decided to improve its call center operations, it established several goals, one of which was to reduce the average handling time per call by 20%.

A wise insurance executive-perhaps a chief information officer-once stated: "The strategies that worked for us in the past are the same ones that will cause us to fail in the future. That's because those strategies are only competitive for awhile."Carl Ascenzo, chief information officer for Boston-based Blue Cross Blue Shield of Massachusetts, didn't deliver this proclamation, but he easily could have. Over the years, in a career spent at Aetna Health Plan and PriceWater-houseCoopers before coming to BCBSMA, Ascenzo has seen things that were seemingly built to last fall by the wayside.

Barbara Piehler represents a new breed of corporate CIO, one that no longer requires extensive information technology experience. In the insurance industry, this trend has been reinforced recently through the appointment of several CIOs who have built their reputations on the business side of the industry.But, while many of these executives eventually blended IT with business competency prior to taking over as CIO, Piehler, who is senior vice president, information systems, and CIO for Milwaukee-based Northwestern Mutual Life Insurance Co., had only accumulated about a year of information systems' experience by the time she assumed the CIO position in October 2002.

Recurring payments offer the insurance industry a simple, yet extremely powerful, customer service solution that has the potential to yield hundreds of millions of dollars in cost savings, improve cash flow, increase productivity and provide a competitive advantage.Also known as automatic bill payment and direct payment, recurring payments enable customers to authorize companies to automatically charge the amount owed on a payment card on a regular basis. Payments may be collected monthly, quarterly, or at whatever interval the consumer and the service provider establish.

Nationwide Financial, Columbus, Ohio, is offering an online marketing tool to help investment professionals grow their businesses and support the long-term investment needs of their clients. Investment Selector is an online quarterly report that recommends investment options and percentage allocations for The BEST of AMERICA variable products. Investment Selector uses research and evaluation methods developed by Morningstar Associates LLC, a registered investment advisor and a wholly owned subsidiary of Morningstar Inc. Investment Selector targets the investments that fulfill five allocation models developed through a collaboration with Ibbotson Associates.

Atlanta-based Blue Cross and Blue Shield of Georgia has launched the Clear Claim Connection, an online product and service for its network providers. This product, created by McKesson Corp., enables BCBSGa to share with network providers the auditing rules and clinical rationale which exist in the claims billing and auditing code system used by BCBSGa.John Watts, president and chief executive officer of BCBSGa, says, "This important service will enable network physicians and their office staffs to review our payment methodology online. By providing this service, we hope to make our reimbursement policies more readily accessible and reduce misunderstandings among providers, members and BCBSGa."

Prudential Financial Inc., Newark, N.J., has introduced an automatic, online licensing application for brokers seeking appointment to sell the company’s insurance and annuity products. The electronic data collection tool, called Online Confidential Data Sheet (CDS), was developed by BISYS Education and Licensing Services for Prudential.The Online CDS streamlines the traditional, paper-based appointment process and greatly improves brokers’ speed to market.

NEW YORK--The Guardian Life Insurance Co. of America is making an effort to demystify the financial planning process and educate visitors on the role that Guardian's products and financial representatives play in an overall financial planning strategy. The company is doing it with a new Web site, located at www.GuardianLife.com. The new site replaces Guardian's existing Web address at www.glic.com.

Columbus, Ohio-based Nationwide Financial is using Web technology to make it easier for investment professionals to manage the client review process with a new tool called the Interactive Client Review (ICR).Nationwide's ICR tool simplifies the client review process by providing one-stop, real-time access to client portfolios online. Detailed information is presented in a concise and secure format for investment professionals to access from any remote location. The ICR tool can also provide investment professionals with a quick, easy view of their clients' quarterly statements online. Through its instantly accessible electronic format, ICR aims to help investment professionals manage their clients' accounts in half the time.

HARTFORD, Conn.-- Do automatic teller machines need specialized insurance? They sure do. Recognizing that midsize banks, credit unions, investment firms and insurance companies have a range of specialized insurance needs -- from property coverage for ATMs, foreclosed buildings and repossessed automobiles, to professional liability coverage for banks, investment advisors and insurance carriers--The Hartford Financial Services Group Inc. now offers a tailored package of coverages to address the specific exposures they are most likely to face.