Jahangiri: TOWER New Zealand’s (TOWER) IT department recently created an advisor software suite called Optimus by using agile. What are the benefits of agile; and will TOWER continue to this methodology in future IT initiatives? 


Dixon: AGILE has been used to bring open view of project(s) progress and to control expenditure on projects, along with direct end user involvement. What it did do was bring IT and business together, break trust issues and allow a good end user result and a much better control of scope (requirements). 


Jahangiri: What is the IT challenges preventing the insurance sector from achieving the ‘single customer view’?


Dixon: Multiple, old legacy systems, and the accuracy of current data is my major concern. Therefore a massive injection of investment dollars in a tight economy is the real issue and it is a long term strategy that part ensures survival in a very competitive market.


Jahangiri: What are some of the challenges of shifting components of the traditional business model of insurance (i.e. purchasing, launching claims, etc.) to the online channel; and how can these be overcome?


Dixon: Interesting question given my last answer! Interfacing to old systems, and more than one!


Jahangiri: Generally, how close is insurance sector from automating end-to-end claims and underwriting; and what specific technologies are driving claims and risk automation?


Dixon: I believe, in relation to claims, we are a little way off at present. It is probably more constricted by availability of investment dollars rather than technology to do it. The current economy sees to that quite effectively.  In terms of automatic under writing it is here now.


Jahangiri: Which customer channel has been TOWER’s most successful and why?


Dixon: Both for different reasons, but time will tell, more, with the web investment we have just started to make. Our TV campaign has been successful for general insurance and our loyalty to the broker channel also has had marked success for us.


Jahangiri: What are your key IT projects for the year ahead?


Dixon: Unfortunately, we have heavy compliance workload (including the yet to be announced GST changes) along with finishing our legacy replacement program for general insurance.


Jahangiri: With respect to security, how do you keep abreast of increasingly sophisticated fraud and identity theft?


Dixon: Regular, independent reviews and comparisons to best practice and paying attention to operational challenges from time to time on what really happens in this environment!


Jahangiri: What are some examples of how consumer behaviour is driving innovation within IT departments?
Dixon: The younger generations way of doing business and how they like to do it. It has also had a marked effect on the older generations as well. Who says we are too old to learn!


So, keep it simple stupid and available NOW!


Jahangiri: From an innovation standpoint, what are some of the IT trends are you keeping an eye on?


Dixon: Cloud computing, (we do it internally now) and all the hype. The rest of the trends are truly predictable, nothing has changed in 20+ years (smaller, bigger, better, faster etc).


Jahangiri: Every IT leader, particularly at your level, has a legacy they wish to be remembered for. What is yours?


Dixon: I was here, I was a good person, and my family can keep reminders of who I was.  I did some worthwhile, lasting things and left IT in good hands, and the memory of me lasts at lot longer than the flowers on my grave.