Evaluating the Success of an Information System

A User Perspective in a Developing Nation

Abstract

The purpose of this research is to analyze the current information system used by RF&G Insurance Co. Ltd, the largest insurance provider in the country of Belize, to see how this Information system improves efficiency pertaining to the daily task done by RF&G Insurance and to see how it relates as a Customer Relation Management system. In 2012, the management at RF&G insurance company needed an information system that would help Improve the efficiency and effectiveness of every day task done in each and every department. Underwriter™ was developed at this time to facilitate the request of management and the board of directors. Powered by Cored Technologies in Jamaica, Underwriter™ is information system that analyses risk in insurance proposals, determine policy terms and calculate premiums on the basis of actuarial, statistical and background information. The information that is provided by underwriter™ provides is accessible by four departments Accounts, Claims, Surveying and Underwriting departments. Each department encompasses a different procedure which is therefore relying on the same information that the information system generates. To evaluate this system the Delone and Mclean model was used which consists of six dimensions: information quality, system quality, service quality, use, user satisfaction, and perceived net benefit. After the implementation of the system, perceived benefits are that user efficiency rating in several departments was up by 50 percent and revenues began to increase due to user capacity of this new information system. The conclusion explores the limitations of the research and how they can be addressed.