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Enhancing service delivery at Anthem ANC

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Enhancing service delivery at Anthem ANC

1. Research Topic

The research topic involves establishing an efficient service delivery system that will be able to enhance customer satisfaction at Anthem ANC. I worked at Anthem during my job placement period. During my time there, I realized that Anthem ANC was boasting of positive sales, however, one major challenge that they were facing revolved around the fact that the company was not sure if indeed, it was satisfying the needs of its customers. One area of concern as far as customer satisfaction was concerned was the speed of delivery of service. Therefore, in order to increase the level of customer satisfaction, Anthem ANC should establish a way of ensuring that its service delivery is in line with the tastes and preferences of its customers.

2. Purpose of Project

This research topic aims to identify the main obstacles that deter the provision of efficient service delivery at Anthem .To realize the purpose of this research; the research work will be modeled under the following research objectives.

· Illegal access to client data – at times the storage facilities are not protected enough and information on clients is accessed illegally

· Loss of client information – lack of information back-ups can result into the loss of important loss of client records and information.

· Failure to honor agreement terms with clients: This can lead to the loss of customers hence reducing the issue of customer loyalty to Anthem ANC

3. Company Overview

Anthem Insurance Company is a product of mutual insurance, mutual hospital insurance and mutual medical insurance companies that were established in 1944 and 1946 in Indiana. Additionally, the companies continued to grow significantly achieving an 80% control of the medical insurance market in Indiana by 1970s. Anthem Insurance Company has been on its success lane, being rated 2 out of 4 stars by California’s state patient advocacy in its 2011 annual report in the category “Meeting National Standards of Care”. In the year 2014, it received a rating of 3 out of 4 in the same category. As a result, Anthem Insurance Company is currently one of largest health benefits companies in the United States

4. Recommendations

To tackle the above-mentioned problems the Anthem Insurance Company can use the following recommendations to achieve efficiency in its service provision:

· Advancing the data and information protection system that is used to secure its client records. Since the company has experienced occasions of a security breach where client information was accessed online, improving the information protection system would assist to safeguard the information.

· Ensuring that there is a reliable backup system of information will provide a solution to the challenges associated with the loss of client records. Illegal access to client data could sometimes result to the omission of information but with a reliable backup system, information would be sufficiently secure.

· Honoring agreements that are made with clients is a very crucial aspect in promoting service delivery. In this case, by granting the customer requests, Anthem ANC will be able to increase the level of customer loyalty.

5. Three step-by-step implementation plan

· Improving information protection system

· Improving online data protection technology. The technology used to protect access to client data online should be robust enough to ensure that any personal information about the customers is highly secured.

· Safeguarding the client data records and files should be one of the company’s top priorities since this kind of files may possess critical and confidential information about the clients that can cause hazardous implications if it falls into bad hands.

· Ensuring that employees in charge of handling data revolving around customer privacy are well trained to minimize chances of data leakage.

· Ensuring availability of customer information could as well be achieved by use of steps like;

· Providing an online backup system for any online data in the company.

· Providing copies of client file records to the client to ensure that incase information regarding the customer is lost, the company will be able to retrieve it from the customer

· Ensuring that client information is updated as required and kept up to date with client’s progress.

· Honoring agreements with clients

· Describing and explaining the terms and conditions in an effort to make them clear before entering into a contract will ensure that any confusions regarding an agreement is clearly stated backed with proof of contract.

· They should provide clients with benefits as stated in their agreement statements

· Premium rates should be made available to the clients as much as possible to avoid surprise debts.

6. Benefits of Project to the Company

The above project provides a perfect solution for Anthem Insurance Company as it covers all the aspects that are crucial to winning and realizing the much-needed customer confidence. Additionally, the project provides data maintenance techniques that safeguard and ensure availability of data whenever it is required which in turn ensures decisions are sufficiently informed from the available information. Ensuring that it honors client claims provides the company with the customer trust benefits that are important in developing a very robust service delivery system.