1.

1 Introduction
NTUC Income: Insurance Co-operative
Limited (Income) is the only insurance
cooperative in Singapore.
 An affiliate of the National Trades
Union Congress (NTUC)
Area served: Singapore and
has 8 Branches
 Founded: 1970
1.2. Management Overview
 Initiated capital was $1.2 million and in 2016
over $ 32.9 billion in assets.
 Product: Insurance, Savings and Investments
 Mission: To make insurance accessible,
affordable and sustainable for all.
 NTUC Income goal is to make insurance simple,
honest and different.
 1.2. Management Overview (cont)

 Key people: Stephen Lee (Chairman) - Ken

Ng (CEO).
 The Board comprises 11 members as follows:
1 – Chairman;
1 - Deputy Chairman;
9 – Directors.
1.3. Organizational Chart
2.1. Products:

Life Health Personal

Insurance Insurance Accident
Insurance

Motor Insurance Travel Insurance

2.1. Products (cont)

Home & Lifestyle Specialised Care Insurance for

Insurance Insurance Businesses

Insurance for Students &

Children Saving & Investments
2.2. Services

Motor service
Orange Orange
Center
Health Force

Orange Eye Referral Accident

Services reporting
3.1. Competitor
3.2. Commitment to service quality

• Taking care of your financial needs and give you

peace of mind.
1 • Treatment you with care, fairness and respect.

• Listening and communication with you actively

2 • Setting things right if something goes wrong.

• They conduct their business with the highest

standards of integrity.
3 • They will be fair in all their dealings with you.
4.1. The problems faced by Income
• Backup feature was limited to recover one previous
day of data
Hardware • Three major failure happened & cost six days of
shutdown
• Frequently breakdown

• COBOL program used by Income had broken

several times.
Software
• Difficulty in adding new features using the
COBOL

• Not available for employees on real time base

• Three warehouses were used for storing 45
Database miilion document
• They lost the opportunity for cross sell polices
4.2. NTUC Income’s old
Information system
COBOL
HP 3000
Common Business
Mainframe
oriented Language

- First business - One of oldest

mainframe computer programming languages
- Made byHelett Packard - Develop in the early
in 1972 1980s

- Mainframe that hosted - Maitained by Income’s

the core insurance in house IT team –
application – accounting developing new product
& MIS in COBOL
4.3. New Information System
4.3.1. eBao LifeSystem
 The Java based software
 Develop by Ebao Tech in 2003
 Comprising 3 sub – system
 Policy Administration
 Sales management
 Supplermentary Resources
 Fulfill of the many company requirement
 From customer oriented design to barcode
technology capabilities
 Ability to support in business process
4.3.2. Implemention of eBao LifeSystem
Wireless
capability
Scanners New
in all hardware &
branches software
Ebao
LifeSystem
20 inches
LAN cables
monitors & were replaced
PC RAM with faster
sized 128MB cable
Fiber Optic
backbone
4.3.3. Benefits with eBao LifeSystem
eBao LifeSystem
Easy access to the system at once form anywhere

Faster communication to access information

Straightforward way to communicate with clients

50% savings in both time & cost

Designing & launching new product is easier

Singular view of every customer across products & chanel

4.3.4. Major reasons why Income
choose eBaoTech
 Developed with java technology, which makes the
system future proof
 Customer centric design ensures one customer view
across products
 Image driven workflow adopts the best practices in the
industry
 Software packages are highly
modularized
 Makes customization &
future changes much easier to do
 The total ownership cost are much lower
5.1. What is Disaster recovery plan?

A disaster recovery plan (DRP) is a

documented process or set of procedures to
recover and protect a business IT
infrastructure in the event of a disaster..
5.2. Disaster recovery plan
 NTUC Income decided to replace its entire IT
infrastructure with more robust scalable architecture.
 NTUC Income had to throw away all paper records,
including legal documents. All documents now were
scanned and stored on "trusted" storage devices secured.
 NTUC Income had to train employees who had been
accustomed to working with paper to use the eBao
LifeSystem and change the way they worked.
With the new system, income going forward to the new
environment and new culture in the
business process which will enhance
performance and give a competitive
advantage to NTUC Income.
6. Conclusion
- NTUC Income had faced some problems
with their existing information system.
- The new implementation required changes
in the company’s infrastructure, software and
process
- The new system enable
the company to work
more effective.
7. Recommendations
- Regular update to the information system
- Create smart phones application to provide
better access to the system
- IT infrastructure shall adopt the
latest technology
- Feedback from users has to
be considered.
 8.References
- 2016 Financial Statements, Income. December 31, 2016.

- https://www.income.com.sg/

- https://www.caproasia.com/2015/07/21/10-leading-insurance-co-in-
singapore/

- Laudon, Kenneth C., and Jane P. Laudon. "Management Information

Systems: Managing the Digital Firm" (Fourteenth Edition).

- Saade, Henry; Wallace, Ann (October 1995). "COBOL '97: A Status

Report". Dr. Dobb's Journal. Retrieved 10 May 2018.

- The NTUC Social Enterprise Story (PDF). NTUC. February 15, 2015.