September 2005


From the Editor
Life Goes On
Less than one week - that's all the time it took Scotland Yard investigators to determine the identities of the four men believed to have been responsible for the July 7 terrorist attacks in London.

Cover Story

Journey to Service-Oriented Architecture
Competitive differentiation in the insurance industry is like a sailboat race, according to Fred Matteson, CIO of Fireman's Fund Insurance Co. - in a given boat race, all the competitors will be in the same design class, meaning everybody has the same type of boat, the same sails and the same number of crew members.


Feature
Best Line Of Defense
Insurers are under immense pressure to keep their customers' identities safe. A dynamic, layered approach to security technology may provide the strongest protection.


Spotlight: Gabor Insurance
Building an Identity
Gabor Insurance relies on automation to sustain its competitive advantage - knowing when to build systems in-house.


Virtual Roundtable
The Compliance Challenge
To meet the increasing challenges of regulation, insurers' compliance departments must partner with IT to centralize efforts, deploy automation technologies and institute controls.


Case Study
Built to Last
New, rugged ThinkPad laptops withstand the rigors of the road and provide more uptime for Monumental Life Insurance agents.

Paper Cut
Perceptive Software's ImageNow solution helps Montana Municipal Insurance Authority reduce paper and increase efficiency.


One on One
Partnering for Success
Tricia Trebino, CIO, Tufts Health Plan
A quick visit to Tufts Health Plan's Web site - www.tuftshealth.com - and you can see that the Waltham, Mass.-based healthcare plan with $2.3 billion in revenue is busily forging partnerships to provide ever-greater services and products to its members, employers, brokers and providers.


Connected Enterprise

The Price Of Service
By: Katherine Burger

Connecting With the Customer
Customer relationship management comes of age.
By: Johannah Rodgers

Achieving a Single Customer View
Profiting From a Customer-Focused Model
Transitioning to a flexible, unified enterprise architecture is the key.
By: Cynthia Saccocia, Research Director, Insurance Practice, TowerGroup

Executive Q&A
Continual Improvement
Thomas Hammond, vice president of customer experience management, The Hartford Financial Services Group, discusses the company's technology strategy with I&T Senior Editor Anthony O'Donnell.

Update
Stormy Weather
Hurricane Dennis causes early debut of new catastrophe management resources and underscores the need for increasingly accurate storm modeling.

Where the Dollars Are Going
Insurance IT spending will focus on technologies that foster interoperability across the enterprise, TowerGroup predicts.

ID Theft in Regulatory Spotlight
Another data theft bill seeks to stem the growing tide of fraud, but some in the technology industry worry it is too strict.

CIOs Get Respect
The perception of CIOs is evolving from managers of back-office systems to executives with knowledge of business processes.

Contract News
Genworth/FileNet; Church Mutual Licenses Insurity; SUA Taps DTI; Symbility Win; Duck Creek Finds Mercy; Discovery Secures Top Image;

Alliances & Partnerships
Oracle Acquires TimesTen; InsureWorx/IASA; Fuego Connects With ILOG; Red Oak, Guidewire Join Forces; Lawson to Add Intentia;

My Favorite ... Way To Reconnect
Abandoning USB Cables for Vines And Trellises


Back to Business
Good Advice

Claims Quality Measures Up

Effective Detective

Sign on the Electronic Line

Ohio Mutual Claims Gains

Techwatch


Names In The News
Walker Drives IT Consistency

Bright Bridges eBiz and Ops

Executive News
--New IASA President
--McGavick to Resign
--Harleysville Names Toth SVP of Claims
--C&H Names Pres.
--Bedell Joins MapInfo
--Showalter Drives Consumerism