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What affected the use of the system?: Functionality and usability

Underwriters needed to put the data onto the system to generate policies (00537) but it was not their job to produce policies, this was done by Services (00071). The PC collated the information that was held in manual files so that it was accessible even if the file was in Services (00925) but didn't replace the manual files (00684) not least because of the historical records which would be needed for renewal (00683). However the actual process of renewal for an underwriter was much simpler once the case was up to date in the system (00925).

In practice the underwriters didn't tend to use the computer to find out information about a case because they knew it and it took too much time to use the computer to answer a telephone enquiry (00690). Moreover for quotes only the basic information was held on the computer the rest was in a paper file (00690). However the collation of information on computer would be very useful to provide an overview when an underwriter took over a case (00925).

Social influence:
Organisation: Systems
Technical influence:

Commentary
Social influence
Technical influence

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© Clare Tagg 2000