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dc.contributor.authorWaweru, Anne W
dc.description.abstractTraditionally, Insurance industry in Kenya has been associated with a lot of inefficiencies and being ineffective especially when it comes to settlement of claims. In the recent past however, some prominent changes triggered mainly by competition, customer demands, mergers & acquisitions and international links are being observed. The industry is trying new strategies and tactics including some aspects of corporate governance. Regulation has made insurance companies to adopt ICT while the factors mentioned above have been the major drivers for ICT adoption by the insurance brokers. ICT has been identified as key strategy for any business today. Businesses show their realization of this fact by investing in various ICTS. However ICT adoption without IT Governance can lead to a dreadlock. Furthermore, investing in ICT without well skilled ICTleaders can leader to investments without results. For this reason, as most sectors of the economy try to look at how best they can leverage technology for competitive advantage, IT governance is qaininq some ground in Kenya. The insurance industry on its part is actively seeking ways to improve the efficiency and reduce the costs of Policy management& claims processing. Competition and regulation are making companies to restructure business processes and re-evaluate IT investments in an effort to increase the ROIof legacy systems and improve customer satisfaction and retention. ICT is essentially meant to be an enhancer of efficiency & effectiveness in business. However, this is not always the case. Factors such as wrong investment in ICT due to poor leadership, lack of IT governance & involvement of senior management in decisions related to ICTinvestment and lack of skills necessary to tap on the benefits of ICTs can make organizations regret ICTinvestments. The objective of this study is to evaluate the ICT in place & assess if there is any form of IT governance in this sector with a keen interest in the two main players namely the Insurance Companies and the Insurance Brokers and develop a framework model for efficient and effective of the ICT resources using the available ICT resource. The study established that on average the sector has the infrastructure but with serious variances between the two players. Insurance companies seemed to be ahead in both the software & hardware infrastructure in place as well as in the caliber of staff heading the ICT departments/Divisions. This infrastructure can be leveraged further for efficiency and effectiveness by creating an insurance community with common ICT services, which is the basis of the framework model herein. The main tool for this survey was a guided questionnaire. But in addition, the research informally interviewed suppliers of various ICT services, ICT leaders in the sector and attended a number of seminars which acted as source of literature. The study derives the insurance sector ICT efficiency & effectiveness model by examining various technologies that have been employed elsewhere outside Africa to bring about efficiency & effectiveness in other sectors including insurance. The model conclude by identifying the success factors to effective & efficient use of ICTs as good IT governance, skilled ICT staff who also understands the business, impartial regulation by the government and involvement of the key associations in setting communication/ collaboration standardsen
dc.subjectInsurance Sectoren
dc.titleA framework for efficient & effective utilisation of ICT in the insurance sector in Kenyaen
local.publisherSchool of Computing and Informatics, University of Nairobien

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