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Rosgosstrah (RGS)  
Rosgosstrah (RGS)
 

<h4>1. Company Description</h4>
<p><b>1.1. </b><b>Industries in which the Company Operates</b></p>
<p>Insurance industry<br> </p>

<p><b>1.2. </b><b>Territorial Distribution</b></p>

<p>Rosgosstrah is Russia's largest insurance company, having 76 branches. <br> The company includes about 3,000 agencies, insurance departments, and claims offices.<br> Rosgosstrah is the only insurance company with a comprehensive branch network corresponding in scope with the Post Office and the RF Sberbank of Russia. </p>

<p><b>1.3. </b><b>Number of Staff</b></p>

<p>The total number of Rosgosstrah employees exceeds 97 thousand people, including more than 60 thousand agents.</p>

<p><b>1.4. </b><b>Personnel and Departments Using the WebTutor System</b></p>

<p>All employees. However, the distance learning system is first and foremost designed for:</p>

<ul> <li>Agents </li> <li>Managers that work with agents </li> <li>Managers of insurance departments and agencies in the regional network </li> <li>Other company employees </li> </ul> <h4>2. Problem Solving / Tasks</h4> <p><b>2.1. </b><b>The program has been implemented to meet the following business requirements:</b></p>

<p>The main task is to strengthen the position of Rosgosstrah in the market by raising the professionalism of its employees, especially managers and agents directly interacting with customers.</p>

<p>Other objectives include:</p>

<ul> <li>Transfer best practices; the accumulation and retention of knowledge </li> <li>Conduct training in a short time </li> <li>Distribute common training standards </li> <li>Provide employee trainings at all branches </li> <li>Activate sales<br> </li> </ul> <p><b>2.2. </b><b>Which business processes should be automated?: </b></p>

<ul> <li>Distance E-learning for staff members </li> <li>Full-time training </li> <li>Blended learning models: full-time and electronic </li> <li>Assessment of training effectiveness </li> </ul> <p><b>2.3 </b><b>What were the criteria for successfully implementing the planning stage?</b></p>

<ul> <li>Positive changes in company business transactions (increased sales, improved customer satisfaction, better targeted customers) </li> <li>Efficiency of the distance learning system for the scale of the company. </li> </ul> <p><b>2.4 </b><b>What did the project plan involve (scope statement, analyzing business processes, etc.)</b></p>

<p>Very in-depth preparatory work was carried out that resulted in a clear understanding of how the system should be organized in a distance learning company. (Due to proper planning, the system was later implemented in a very short time period.) </p>

<p><img src="http://eng.websoft.ru/wb.nsf/0/ad83cf3f63667f22c32575760082047c/Content/0.1618?OpenElement&amp;FieldElemFormat=gif" height="334" width="650" /></p>

<p align="center">Fig. 1 - Development and Learning Portal interface</p>

<h4>3. Project Parameters</h4> <p><b>3.1. </b><b>Time frame for project implementation and milestones:</b></p>

<p>Start of the project - February 2005<br> Pilot system operation in four regions (Moscow and Moscow region, Bashkortostan, Karelia and Buryatia) in more than 50 insurance departments and agencies - June 2005<br> Implementation in all company branches - September 2005</p>

<p><b>3.2. </b><b>The customer project team (from IT to HR). </b><b>Roles in the team, how interaction was conducted</b></p>

<ul> <li>Project Manager </li> <li>Specialist in course methodology </li> <li>Specialist from IT departments </li> <li>WebSoft specialists - 3 people </li> </ul> <p><b>3.3. </b><b>Main difficulties encountered during the project</b></p>

<p>It was possible to implement the system in a short time because all the details of the project had been considered and thought through at the planning stage.</p>

<ul> <li>The main difficulty was poor computer literacy of the staff at the time. </li> <li>It was difficult for some of the staff to get used to the new electronic way of learning, and initially there was some opposition to e-learning. </li> </ul> <p><b>3.4. </b><b>Did the time frame and cost conform to expectations?</b></p>

<p>Yes, it was consistent.</p>

<p><b>3.5. </b><b>What IT limitations affected project outcomes?</b></p>

<ul> <li>Lack of personal computers for the majority of agents who work "in the field" (these agents were trained on their managers' computers or in a computer lab organized for the training). </li> <li>Bandwidth restricted communication channels. </li> </ul> <h4>4. Project Development</h4> <p><b>4.1. </b><b>Development Plans (the automation of these business processes is planned) </b></p>

<ul> <li>Conducting certification testing for each insurance products. Certification will allow agents to work with the product. </li> <li>Further development of courses on business priorities </li> <li>Periodic assessments of personnel </li> <li>Accounting for training expenses </li> <li>Development of new electronic tools to enhance information learning - knowledge formation </li> <li>The development of new electronic tools for working on acquired knowledge skills - establishing virtual experiences </li> <li>Development of models for blended learning, using innovative technologies </li> </ul> <p><b>4. </b><span style="font-weight: bold;">Filling with Content: how was it accomplished?</span></p>

<p>E-courses / certification tests have been developed for the following areas:</p>

<ul> <li>On insurance products for "salesmen" and managers </li> <li>Basic courses for insurance agents </li> <li>Introduction to new software products used in the company </li> <li>Functional areas (insurance, finance, law, etc.) A methodical basis for all courses is generally developed independently by Rosgosstrah specialists. however, the technical realization of the course is usually done by outsourcing. </li> </ul> <p><b>4.3. </b><b>System Support and Development Team</b></p>

<p>The team consists of 3 people who can perform different tasks depending on what is needed.</p>

<h4>5. Project Results</h4> <p><b>5.1. </b><b>Achieved Results (qualitative and quantitative)</b></p>

<ul> <li>Everything planned was accomplished. A unique feature of this implementation is that more than 2,000 WebTutor servers, operating in company offices, agencies, and branches were used to train employees. The data from all of the servers comes to a single storage space, built on an industrial database. </li> <li>Training covered a large number of employees (over the first year, the portal successfully trained 122,000 people). </li> <li>We received very good feedback from e-learning program customers as well as from the learners themselves (internal customers). </li> <li>Certification testing on knowledge about insurance products began. </li> </ul> <p><b>5.2. </b><b>Cost Efficiency</b></p>

<ul> <li>After conducting trainings, sales increased by 15 - 25% </li> <li>Focus groups and interviews revealed a qualitative change in company business: the satisfaction of clients and targeted customers increased with the quality of the partnership with the company. </li> </ul> <p><b>5.3. </b><b>Significant Results: What stands out?</b></p>

<p>A distance learning system reaching almost all regions of the country was developed in such a short time. This system is functioning successfully and has helped to strengthen the company's position in the insurance market.</p>

<p><b>5.4. </b><b>Employee reaction to system implementation</b></p>

<p>Feedback from staff and an analysis of feedback forms showed a high interest and willingness to undergo training about products on the computer, as well as understanding the principles and approaches to distance learning.<br> Although, of course, there were some people who do not understand why they need all these e-courses (but they were few).<br> Agents and sales managers saw the concrete benefits of the distance learning: they have increased the number of client meetings and contracts, properly carried out calculations, and completed policies, faster than the others raised their category.</p>

<p><b>5.5. </b><b>Feedback from company managers following system implementation</b></p>

<p>Top company managers were satisfied with the results of introducing distance learning training.</p>