Case study / Digital Hypercare

RSA eBusiness, a flexible and scalable support model.

Keeping their eye on prize - RSA balances new online projects with an efficient maintenance model for existing digital applications.

Challenge

Royal Sun Alliance (RSA) is one of the largest property and casualty insurers in Canada. Having standardized on the Drupal platform for its web properties and Java stack for internal applications, the RSA eBusiness team was soon confronted with the problem of trying to deliver fresh, new digital innovations, while maintaining and supporting a growing portfolio of websites and applications.

RSA sought a support model that would allow its eBusiness team to quickly ramp up new projects, without compromising the maintenance and enhancements of its existing systems and sites.

Solution

RSA eBusiness leveraged K2 Digital’s Digital Hypercare practice area, which enabled their internal team to focus on building new web properties and proactively respond to RSA’s digital needs, without being bogged down with feature enhancements, maintenance activities and upgrades to existing digital assets.

Several services from K2 Digital’s Digital Hypercare practice were fully integrated into RSA’s standard operations process, including development and release management, quality assurance reporting and documentation. Moreover, the model also allowed the eBusiness team to draw on other K2 Digital resources on an ad hoc basis (such as strategy, user experience, and design), further enhancing their efficiency and speed-to-market.

Results

  • Flexible support framework tightly integrated with RSA eBusiness team
  • Cost effective alternative to RSA spending time and money searching and hiring short term contractors
  • Knowledge and application code is retained by the Hypercare team, thereby avoiding ongoing ramp-up time and costs
  • Reduced system support costs through platform consolidation

Highlights

  • Supported platforms span both Drupal sites, mobile applications, and Java enterprise applications
  • SLA governs response times to ensure high QoS
  • Full reporting on all service- and resource-based KPIs
  • Extendable to include other resources on short-term ad hoc engagements and fill skill gaps

DIGITAL HYPERCARE PROVIDES THE CARE, MAINTENANCE AND SUPPORT FRAMEWORK THAT ENABLES DIGITAL INNOVATION FOR RSA.