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Views of phase II: Claims

' ... There are two aspects of claims information. One is the download of the UK mainframe claims information that's being a bit problematical in that it attachs to the UK policy number from the MRIG system and some of those have been missing. But there was also the fact..they did a download and said there are 444 policies where claims aren't attaching. ... When we actually looked at it a lot of the stuff that had been downloaded should never have been downloaded anyway.

So I put the question again to GIS, we asked for certain instructions in the download, is this what was actually passed onto UK ITD? ... And the only reason we wonder if it's misinterpretation is that when they did a first download a few months ago nothing particularly attached because GIS were trying to attach it to the wrong claim number. ... it's just wallowed on because nobody's been pushing it. Nobody's owned it.

And the other aspect of the claims side is that, overseas claims coming in on so-called irfs, international reporting forms, and Claims department have to then load those in to the MO IT system. Nobody in Claims' senior management had owned it or promoted the IT system, they haven't particularly used it, as soon as they found an error they down tools, now any new system I think most people would perhaps realise that you've actually got to use it and find the problems as you go along. ... '

X055 page 001.07c (tape 01.1.07c) Jenny Notes/Tape 24/08/94

Social influence: Organisation: Commitment
Technical influence: System characteristics: Reliability & robustness


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Social influence
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