CS 3043 Social Implications Of Computing CIGNA Healthcare Brendan Dean CIGNA is the 4 th largest health insurer in the country. Had to upgrade its IT infrastructure, some of which dated to the 1980’s. New upgrade would not just move services to new systems but also added a lot of additional services. Projected to cost $1 billion.
CS 3043 Social Implications Of Computing How They Did It Brendan Dean Outsourced some of the architecture work. Software engineers warned of problems. Laid off call center employees before launch. CIO continued with launch despite warnings. 3.5 millions members were transferred from the legacy systems to the new system at one time. New call center employees were not trained enough.
CS 3043 Social Implications Of Computing Results Brendan Dean Customers could not get help over the phone. Some customers benefits did not get transferred. Internal Restructuring of IT leadership CIGNA now has better testing and checks in place External Lost 6% of its health care membership Contributed to 40% stock drop