NUMBERS SPEAK LOUDER THAN WORDS

This adage applies to technology's impact too—the way a leading insurance player has accomplished in areas like claims settlement, NPS scores, customer conversion, retention, SLAs, policy journey time and agent engagement.

- Pratima H

Dipak Nair, Chief Technology Officer D: Tata AIG General Insurance unravels how microservices-based specialist applications, data lakes, virtualized infra, paperless initiatives and a carefully-crafted intelligence approach help to add the X factor of technology in a competitive industry while not missing out on the Y of IT’s business rationale.

What, in your reckoning, are the best examples of the use of technology at Tata AIG recently?

Technology is everywhere and it’s an integral part of our DNA. Thus, pointing out just one as the best would be to do injustice to the larger transformation in its entirety. But if have to call out what’s unique or best then would have to say that it’s our digital enterprise architecture which encompasses the whole spectrum of application, integration, information, and infrastructure/deployment architecture riding on the governance and _ security architecture. These five elements together define our tech architecture, strategy, and roadmap.

Can you elaborate?

What we have done in our application architecture is to introduce segregations such as separate front and back ends and functionally divergent systems that have transitioned from traditional SOA to micro-services-based architecture. We moved from an all-in-one mega solution typically called Monolith) to microservices-based specialist applications. And as for deployment architecture, we have moved all new developments to be Cloud-First while migrating the old systems as well from the on-premise cloud.