The claims side of the system was still not operational when I stopped observing the system. There were two elements to this: the download of claims information from the mainframes in XUK, XUSA and XNetherlands and the input of claims information coming into the Claims department in Essex from all the other overseas offices (00659). The download seems to have suffered from data problems in the main Multinational system (eg missing policy numbers), some problems with the system and a lack of understanding about how the system should work (00614, 01092, 00755, 00884). This led to discrepancies in the reporting on the state of the claims part of the system (00788, 00944). The input of the other claims information seems to have suffered from a lack of interest in inputting the data (00615, 00851) coupled with some problems with the system particularly poor performance (01120).
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© Clare Tagg 2000