2019 Winner Profile

Mercury Insurance Group

Project Description:
The System of Intelligence, allows the IT organization to measure IT outcomes the same way the business performs its measurements. Metrics gathered across the run, grow and transform dimensions of IT performance, allow IT to gain end-to-end visibility, be predictive, and improve efficiency and effectiveness. The system sources data from all relevant IT systems and supplements it with financial, HR, and customer service data. It also uses machine learning algorithms. The metrics are accessible to business stakeholders to understand the value being provided by IT and how these align with business function objectives. Dashboards are used during weekly meetings with the CEO, key business leaders and the CIO. Since the system was implemented, the number of calls logged by customers (insurance agents) have declined by 55%.
Business Goal:
Customer Experience
Abby Hosseini
Gabriel Tirador
Brea, CA
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