Custom training rapidly empowers insurer in new fraud solution
Embedding its own Intellectual Property into business-critical systems and applications is extremely important to this successful insurer. When it decided to deploy a new fraud solution and its in-house team had to gain new skills rapidly, custom training formed part of the plan from day one.
Following implementation of a new consolidated platform, this leading general insurer decided to update and extend its capabilities in fraud – with user adoption services, including custom training, considered essential to make its people proficient in the new technology as soon as possible. "This company's approach is to do as much as it can itself," says Elaine Clayton, SAS Education. "It was keen to become proficient fast so it could create and then extend its own fraud models. In this situation, custom training alongside knowledge transfer from our consultants was as important as delivering the solution itself. A handful of people did have programming experience, but the rest of the platform requirements and solutions in the SAS® Fraud Framework for Insurance were new to them."
From the outset, the brief to SAS® Professional Services and Education was to leave the customer in a position where it could greatly extend its new solution. "They really like to do things in-house, so it's rare for an external vendor to get through the door, so this was quite a coup," says Jeremy Clarke, Client Services Manager. With a blended consulting, implementation and education team on-site, including specialists from the SAS® Fraud Centre of Excellence, the insurer benefited from both domain expertise and deep technical know-how.
Proof-of-concept work covered online fraud, looking at inaccurate or misleading information included in insurance applications, with a model created to demonstrate the value of the technology. At this point, trainers began working with the platform administrator and end-users. "Education was involved from the earliest stages and was, in fact, included in our initial proposals," says Clarke. "We knew adoption services would be an integral part of delivery."
Driving user adoption
"The brief was to enable a small, highly focused team to acquire the right skills fast, which would typically mean a 'boot camp' approach," Clayton continues. Training needed to cover a range of technologies including SAS® Enterprise Guide®, Data Integration, Data Quality, Business Intelligence, SAS® Enterprise Miner™ and SAS® Forecast Server. "We delivered a series of customised workshops and 'standard' public training courses that were adapted to meet the customer's precise needs."
With Platform Administrator training delivered at the insurer's headquarters, other sessions were scheduled at training facilities in Marlow and Manchester. As the in-house team only had limited windows of opportunity, training was scheduled in parallel with the technology road map and delivered as the various stages of the project plan were carried out. "This meant the team got the skills required at the point they were needed," Clayton says. "We also condensed training courses and removed non-relevant content, only leaving what was absolutely pertinent. This was about enabling user adoption in the fastest, most focused ways."
Comments from people attending specific courses and workshops included: "Thorough content, easy to follow examples", "Trainer excellent at explaining new concepts and great sense of humour" and "The course was nicely broken up with time for breaks and questions/discussion... the instructor was very willing to help throughout the course." Through a combination of formal education and on-site knowledge transfer, Jeremy Clarke says, "We took them to the point where they could score applications in the ways they wanted, with user-testing among underwriters to verify model performance." The company is continuing to refine and develop its models, with plans to extend these capabilities into claims fraud. The ultimate goal is to integrate them with its Case Management systems.
'One team' approach
"From a services perspective, this is a good example of integrated delivery – a 'one team' approach," Clarke adds. "We brought in specialists from our Fraud Centre of Excellence and worked closely with the Education team to give the customer precisely what it needed. And all this was planned from the outset, with software and service costs visible to the customer. This meant it had an accurate view of the total cost of ownership before work actually started." Elaine Clayton adds, "The company understood the value of education and, actually, only ever approached SAS to do it. They did commit a sum of money to this at the start, which meant we could discuss their requirements early, then tailor delivery to match how they worked and how they wanted to engage with training. I think this project underlines our ability to scale our approach to any number of users in any location and at any time, whatever the business requirements or training needs."
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Leading general insurer
New skills and knowledge required fast to drive maximum value from a new fraud solution and ensure self-sufficiency in future in-house development
Adoption services including custom workshops and tailored training by SAS Education, plus knowledge transfer through consulting and implementation by SAS® Professional Services and the SAS Fraud Centre of Excellence
Successful delivery of a new fraud analytics solution, with a small but highly dedicated in-house team rapidly trained and up-skilled so they could "own" the solution, embed their IP in models and take development forward
“"This project underlines our ability to scale our approach to any number of users in any location and at any time, whatever the business requirements or training needs”