US 8,799,047 B2 · System and method for computerized resource optimization for insurance related tasks

Abstract

Disclosed herein are computer-implemented methods, computing systems, and related technologies that may be used for determining the optimal number of Full Time Equivalents (FTEs) that should be engaged by a service provider in order to provide a service to an insurance company. Multiple service level agreements (SLAs) exists between the service provider and the insurance company, each of which indicates that the service provider must complete a given percentage of assigned tasks for the service within a given time period. A resource optimization application (ROA) determines how many FTEs the service provider should employ, in order to complete assigned tasks as required by the SLAs. The ROA determines the number of FTEs based on factors such as an average handling time (AHT) for the tasks, the capacity of the service provider, historical data that describes tasks previously assigned to the service provider, and other factors.

Claims20

Dependent claims

A system for determining a number of full time equivalents (FTEs) required by a service provider for providing an insurance related service to an insurance company, wherein the insurance related service includes performance of repeatable insurance related tasks, the system comprising:

a memory device configured to store information that includes:
a first performance goal and a second performance goal, wherein
the first performance goal indicates a first turnaround time (TAT) within which a first percentage of insurance related tasks are to be completed, and
the second performance goal indicates a second TAT within which a second percentage of insurance related tasks are to be completed;
a processor configured:
to determine a minimum number of FTEs required to meet the first performance goal;
to determine a minimum number of FTEs required to meet the second performance goal;
and
to determine a minimum number of FTEs required to meet the first and second performance goals, wherein the minimum number of FTEs required to meet the first and second performance goals is a weighted sum of the minimum number of FTEs required to meet the first performance goal and the minimum number of FTEs required to meet the second performance goal;
and
a graphical user interface configured to display the minimum number of FTEs required to meet the first and second performance goals.

8 more elements

A computer-implemented method for determining a number of full time equivalents (FTEs) required by a service provider for providing a service to an insurance company, wherein the service includes the performance of repeatable business tasks, the method comprising:

storing, in a memory device, information that includes a first performance goal and a second performance goal, wherein
the first performance goal indicates a first turnaround time (TAT) within which a first percentage of tasks are to be completed and is an expected level of service to the insurance company, and
the second performance goal indicates a second TAT within which a second percentage of tasks are to be completed and is an impacted level of service to the insurance company;
determining, by a processor, a minimum number of FTEs required to meet the first performance goal;
determining, by the processor, a minimum number of FTEs required to meet the second performance goal;
and
determining, by the processor, a minimum number of FTEs required to meet the first and second performance goals, wherein the minimum number of FTEs required to meet the first and second performance goals is a weighted sum of the minimum number of FTEs required to meet the first performance goal and the minimum number of FTEs required to meet the second performance goal;
and
displaying, at a graphical user interface, the minimum number of FTEs required to meet the first and second performance goals.

6 more elements

A non-transitory computer-readable storage medium having processor-executable instructions stored thereon which, when executed by at least one processor, will cause the at least one processor to perform a method for determining a number of full time equivalents (FTEs) required by a service provider for providing a service to a business, wherein the service includes the performance of repeatable business tasks, the method comprising:

obtaining information that includes a first performance goal and a second performance goal, wherein
the first performance goal indicates a first turnaround time (TAT) within which a first percentage of tasks are to be completed and is an expected level of service to the business, and
the second performance goal indicates a second TAT within which a second percentage of tasks are to be completed and is an impacted level of service to the business;
determining a minimum number of FTEs required to meet the first and second performance goals, wherein the minimum number of FTEs required to meet the first and second performance goals is a weighted sum of:
a minimum number of FTEs required to meet the first performance goal;
and
a minimum number of FTEs required to meet the second performance goal;
and
transmitting, via a graphical user interface, information that includes the minimum number of FTEs required to meet the first and second performance goals.

6 more elements

Dependencies are inferred from the claim text.

System and method for computerized resource optimization for insurance related tasks

Life of this patent

System and method for computerized resource optimization for insurance related tasks

Life of this patent

Abstract

Claims20