Industry Context
Australian life insurers and superannuation providers operate in a tightly regulated environment where platform stability is not optional. Core policy administration platforms must reliably support high‑volume transactions including annual statements, exits, contribution processing, and incident remediation, all under strict service level expectations. For organisations of this scale, platform instability directly impacts member outcomes, operational risk, and regulatory confidence.
Challenge
Following a period of intensive enhancement and remediation activity on a core policy administration platform, the insurer required a shift from project‑centric delivery to a sustainable production support model.
Key challenges included:
- A backlog of open incidents and enhancement tickets accumulated under prior delivery models
- Inconsistent incident triage and prioritisation, driven by variable quality of requirements and limited Level‑1 support maturity
- SLA risk caused by peaks in annual statement generation and exit processing
- Limited operational transparency across incident, defect, and delivery reporting tools
Without a structured managed service in place, the insurer faced ongoing production instability, delayed customer outcomes, and continued operational distraction for business teams.
Solution
DB Results established a structured managed service to stabilise and operate the policy administration platform, transitioning delivery from enhancement‑driven work into a focused BAU support model built around incident management, backlog reduction, and operational maturity.
DB Results implemented a structured support framework encompassing:
Team and service structure: DB Results stood up a multi‑disciplinary production support team providing Level‑2 and Level‑3 incident resolution and enhancement delivery, with clear service levels aligned to incident severity.
Triage, prioritisation and reporting: DB Results improved triage, prioritisation, and reporting practice and toolchain integration to improve visibility of ticket health, throughput, and operational trends. This gave stakeholders a clear and consistent view of platform performance.
Target resolution and root cause: DB Results facilitated targeted workshops to resolve complex incidents and address systemic root causes.
Stakeholder collaboration: DB Results worked closely with business and technology stakeholders to improve requirements quality and acceptance clarity, strengthening the foundation for sustainable ongoing delivery.
This approach enabled rapid stabilisation while maintaining flexibility to respond to changing operational demand.
Technologies used
- Enterprise Policy Administration Platform
- ServiceNow
- JIRA
- SQL Server
- Azure DevOps
- Automated regression testing frameworks
Timeline and scale
The managed service commenced in late 2025 and is contracted through the following financial year. The delivery model includes a core production support team providing BAU coverage, incident response, and continuous improvement for a mission‑critical platform.
Results
The production support model delivered measurable operational improvements for the insurer:
- Zero critical (Severity 1) incidents and no unresolved high‑severity incidents across the reporting period
- Significant reduction in outstanding incidents, with a sustained downward trend month‑on‑month
- Priority ticket backlog materially reduced through targeted resolution workshops
- Consistent achievement of service‑level targets for incident response and resolution
- Improved operational transparency and confidence across platform support and reporting
The engagement successfully stabilised the platform, enabling business teams to shift focus from firefighting to value‑adding activities.
You can achieve the same
Want to move your platform support from reactive to resilient? Talk to our team.
Get in touch
