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Applications Technology
In Applications Technology, we develop and deliver business specific systems utilized by our business units in order to reach their objectives. When providing solution alternatives we consider in-house developed applications as well as purchased software. We use a variety of development tools, technologies and methods in Web/Distributed Computing and Enterprise Server/Mainframe environments to meet these commitments. We are continually updating our technical environment as well as the knowledge and skills of our I/S staff as technology changes.
Base Technology
American Family Insurance utilizes state-of-the-art, world-class computing platforms to support mission-critical, high-volume transactions and data-intensive applications. In Base Technology, we design, build, and maintain the infrastructure or “base”, on which our applications are built. There are three areas supporting the base technologies behind our web, mainframe, and client-server applications:
- Computing Platforms provides the environments which support our application systems. This includes the hardware, operating systems, server environments, desktop environments, storage, and capacity planning necessary for the development and efficient processing of our systems.
- Computing Technology supports multiple computing technologies and tools which focus on our database environments, data modeling, configuration management, as well as the tools and technologies that allow systems to interact and share data.
- Network and Security Technologies supports our network environment including network transport, access and connectivity. Information security, privacy, and virus protection issues are addressed in this area. In addition, email, voice mail, customer contact centers and other messaging technologies are supported. Other areas of emphasis include query and data mining, search engines, statistical analysis and modeling, expert systems, word processing, spreadsheets, presentation tools and managing technologies.
Client Services Help Desk
I/S Client Services Help Desk provides a single point of contact for information technology assistance. Our passion is providing total customer care to the thousands of employees and agents that comprise American Family Insurance. Receiving in excess of 22,000 calls each month, we provide world-class service using a combination of both custom and proprietary tools. All our staff members are experts in customer service, analysis and communication skills, and have had exposure to a multitude of platforms and tools. Team members’ responsibilities increase along with their knowledge and skills. There are many opportunities to become involved in mentoring, training and conducting peer-to-peer assisted calls. Working on company-wide projects provides exposure to all that American Family Insurance has to offer.
Computer Technician Services
Computer Technician Services provides the staging, setup, second level telephone support, desk side support, maintenance and repair of all computer and telecommunications hardware and software. Computer Technician Services is comprised of the following three areas:
- Computer Technician Field Services provides computer-related service through out all our operating states. This includes providing desk-side hardware and software services, such as installs, de-installs, physical movement of equipment, problem diagnosis, and repair. In addition, this area provides around-the-clock hardware and software services as needed to support the Claims Catastrophe teams with computing and telephony environments, satellite systems, cable infrastructure and peripherals.
- Planning & Development Services develops the strategies and processes utilized in the support of our clients. This includes the design and development of service strategies for life-cycle support of technology products and the planning and management of hardware roll-outs.
- Technology Integration Services provides central services for hardware and software, including assembly, integration, diagnosis, repair, deployment and disposal.
Business Office
The I/S Business Office supports the internal business operations of the I/S organization. That means our customer is the entire I/S Division itself. We focus on services that allow others to maximize their time and enhance their abilities. This area is involved in activities ranging from communications to quantitative analysis. Our staff has extensive knowledge of business fundamentals and the I/S organization as a whole. We help the I/S Division by providing:
- Administrative assistance to enhance productivity in the office environment
- Business analysis and financial support:
- IT competitive intelligence and research coordination
- Division-wide metrics
- Division-specific financial analysis
- Supply and demand analysis for division products and services
- Project support services related to managing I/S projects and programs, including:
- Providing project/program manager resources
- Providing advice and assistance to project/program managers
- Continued improvement of project delivery (includes project management methods, tools, classes, networking opportunities, mentoring and aggregated project data)
- Vendor related services that help the I/S Division establish a competitive environment and maintain good business relationships with technology vendors who sell products and services to the I/S Division (e.g. consulting, software, and hardware). Primary services include:
- I/S contractor staffing
- I/S acquisitions
- Vendor management
- Contract negotiations and administration
- Vendor performance evaluations
- Facility planning
- Desktop software procurement
- Software asset management
- Internal divisional communications
Enterprise Technology Strategies
Enterprise Technology Strategies specializes in architecture, business continuity, information security and usability services.
- Enterprise Architects coordinate the development, management and access of the I/S enterprise architecture which guides the overall design, development and selection of information technology solutions.
- Business Continuity Advisors facilitate and coordinate services that ensure the effective I/S Division response to a disaster and the technology components of our clients' response to a disaster.
- Information Security Advisors identify information security risks, help clients identify their level of risk tolerance, suggest best practices for mitigating risks and helps clients determine appropriate protective measures.
- Usability Services advisors provide user interface (screen) design, usability evaluations, accessibility reviews and usability testing.
Account Management
Account Management builds and maintains strong partnerships with the business units and the I/S Division. This is accomplished by maintaining an in-depth understanding of the business units strategies and objectives; maintaining an in-depth understanding of how IT affects an organization; and promoting an awareness of I/S products and services to a group of key individuals within the business unit.
Our consultants act as liaisons with each of the major divisional and departmental structures within American Family. Customer service skills, business knowledge, and an ability to objectively look at technology solutions are utilized in helping internal clients make sound decisions about how to best use and invest in technology. Those decisions not only help the clients achieve their desired business results, they will help drive the overall growth of American Family.
Machine Service Bureau (Computer Operations)
The Machine Service Bureau or MSB, supports and maintains our mainframe and client/server environments. Automation tools are used for job scheduling, storage management, change control and many other tasks. We manage over 200 terabytes of mainframe and network storage. Our overall automation strategy is to help computer systems manage themselves. We support the I/S Division with the following services:
- Managing and operating the computing infrastructure for all production and pre-production enterprise and open systems environments.
- Managing the Electronic Document Management, Report Management and Automated Checkout services for the company.
- Processing computer applications on behalf of the customer. This includes scheduling and establishing and maintaining Service Level Agreements.
- Managing interactive communication products and services, information warehouse and equipment rental services.
- Managing the technology solutions for data and voice services that transfer information.
- Monitoring and managing the networks to ensure we deliver and maintain quality services for the company.
- Managing and administering the storage and database technology solutions for production and pre-production enterprise and open systems environments.
- Managing the technology solutions for change management, software distribution and change-to-production.
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