logo-cedCED is Europe’s leading claims specialist. For more than 40 years CED has been the reliable partner of choice for claims handling, investigation, recourse and recovery. CED offer clients – both insurers and self-insureds – expert and innovative solutions for efficient claims handling and an enhanced client experience. Every year CED handles a million claims with an average total value of 2,5 billion Euros.

CED’s IT organisation’s ambition

The ICT organisation is very important in all facets of CED’s services, such as Claims management, Expertise and Research and Recovery Management. Working with ICT efficiently and effectively is an important success factor for the 900 CED professionals and therefore also for the organisation. Jan Rubingh, ICT director has said, “CED’s services are increasingly becoming data and IT systems-oriented services. Processes are automated at high speed by linking several data sources. CED is in the midst of a digital transformation, in which digitalisation, mobility and big data are important developments. CED wants to be a leader in these developments. Examples of this are video expertise (distance expertise), digitalisation by working with tablets and FLEXSys products which enables claims to be determined based on automated calculation models.

Despite all these automated applications, our staff still very much makes the difference. The combination of our knowledge, our client-oriented approach and our IT innovations ensures high customer-satisfaction in our client relationships.”

Using the IT-Happiness Survey

One way to test the ICT experience and whether people are comfortable working with the tools, applications and the support that we offer is through an IT-Happiness Survey. We opted for the IT-Happiness Survey because it is a simple method that allows employees to be straight-forward about their opinions of IT. In addition, we also receive a lot of information from employees that we can use right away. CED’s IT Helpdesk and Infrastructure Management was being outsourced and although the SLA reports looked very good, we found out that there was a certain amount of dissatisfaction about this. The initial solution to this problem was to use an IT-Happiness survey which provided my employees with an appropriate medium to tell me what is causing their dissatisfaction.

In addition, the IT Happiness Survey is a tested method for asking ‘best practice’ questions, which we have customized in collaboration with the IT-Happiness team. The following subjects, for example, have been included in the IT-Happiness Survey:

  • Workplace / PC / Laptop
  • Email
  • Office applications
  • Business applications
  • Connections
  • Tablet
  • Smartphone
  • Help Desk
  • IT News and communication

We also sub-divided the results per department (expertise area) to gain a solid understanding about which positions have certain requirements for ICT tools, applications, systems and support.

Conducting the IT-Happiness Survey

The IT-Happiness team conducted the research quickly and without any problems. The survey took less than 1 minute of our professionals’ time and we obtained a good response rate of 32%.

Communication & follow-up of IT Survey

The results provide us, as an ICT organisation, with tremendous insight into what we need to work on over the next little while. Because we are able to compare our results to the IT-Happiness Benchmark we realise that we are not yet where we want to be. This first measurement is therefore a real ‘baseline’ for CED and we will be repeating the survey 2 or 3 times a year to monitor our progress. Many of the comments have immediately been translated into actions and implementations into current projects and operational IT procedures. We are already noticing the positive effects of this and we are also aware that in certain areas our ICT needs to be updated and adapted to the wishes of the employees. It has become clear that the traditional IT user no longer exists; our employees are people who also use ICT in many ways for their private lives, for example, electronic banking, booking trips on the internet and maintaining relationships on Facebook and Twitter all of which create expectations regarding IT provisions at work.

“I would like to recommend the IT-Happiness Survey to every ICT department. Simplicity, ease of use – such as all kinds of ready-to-use communication templates, options for customisation, online reports and benchmarks – make this a very valuable IT management tool!”