Published:

2001  ProgramBusiness.com

Why Your Tech May Not Recommend ASP ©2001

Why don't technicians recommend the ASP model?  The obvious reason, that their jobs are in jeopardy, may or may not be valid.

One of the key benefits with an ASP, or Application Service Provider, is the out-sourcing of duties primarily managed by in-house or contracted technicians. The ASP handles the data backup and program updates, the most constant and routine jobs a tech is responsible for in an agency. What will the tech do?

Lets look at the responsibilities of an average on-staff tech in an insurance agency:

 
1. Perform data backup
2. Perform program updates and maintenance
3. Install rating program updates
4. Perform virus scans and keep anti-virus software current
5. Set up new users’ systems or move users’ locations
6. Perform system cleaning and maintenance
7. Troubleshoot network problems and bottlenecks
8. Recommend and perform workstation and server upgrades
9. Oversee multiple office connectivity
10. See why “the print job didn’t go through”

It is true that an ASP can do away with much of this work:

1. Data backup is done by the ASP daily and stored off-site
2. The ASP can have updates sent directly to them for installation. If maintenance is necessary, ASP techs can perform repairs and patches.
3. If rating programs are hosted, the ASP can have updates sent directly to them for installation. If local, the technician or staff must run the updates on the network.
4. Data resides on the ASP servers, which is being protected by its own anti-virus software and firewalls.
5. Users on the ASP servers are added or modified by ASP staff, but local workstations must be configured and Internet access provided by an on-site tech.
6. There are no servers to clean and maintain, but workstations should still be vacuumed, etc., periodically.
7. Large volumes of network traffic can cause every minor conflict or inconsistent network adapter to expand into major data or connection abnormalities. Since the majority of network volume comes from access to and from the server, running on an ASP can substantially reduce network problems and therefore troubleshooting.
8. Server upgrades are no longer needed in most cases, since the bulk of the server work is off-loaded to the ASP’s data center. One of the benefits of using client software to connect to the ASP’s servers is that workstations do not have to be upgraded to accommodate changes in the applications, so workstation upgrades are required far less often.
9. Rather than maintaining a wide-area network using Remote Access Server or Terminal Server, the only connectivity to oversee once on an ASP is the network connection to the Internet, of utmost importance but with diminished time consumption.
10. An ASP is responsible for the print job from the server to the workstation. Many printing difficulties reside in the printer drive and handshake to the workstation, which the ASP techs troubleshoot.

With just these lists one can appreciate why a technician might feel he would be reducing his own importance (and therefore salary) by recommending his employer or client use a reputable ASP. However, savvy agencies use this opportunity to redefine the technician’s duties and partnership with the agency.

Most agency managers do not clearly define what they expect from a technician. They simply have them do “the computer stuff”.

Clearly, the lists above do show that some technical expertise is still required on-site. This is especially true for firms with multiple locations. But with the advent of the Internet, there are new functions crucial to the operation and success of an agency that the average tech can carry out with insight superior to agency staff. For example, the choosing of a website design team and overseeing its production and content can be overwhelming to office staff, but a computer technician, especially working in the insurance industry, may be able to take the responsibility on very easily.

Here are a few tasks that can be assigned after an insurance agency moves to an ASP, many of which were taken from successful firms:

• Just like ATM’s and “pay-at-the-pump”, many agencies are finding that their clients demand quick service and important information, and nothing is as quick and private as the Internet. A full-service website is beginning to be as necessary to an agent as web services are to a bank.
• Many carriers and comparative raters are moving from DOS-based to Windows-based programs, and from LAN-based to Internet-based applications. Moving CSR’s and producers to the new programs and training them in their use can be a full-time job.
• New technology may or may not be valuable to a company, and if deemed so, may be very complex to implement. An agency needs guidance and research before delving into these innovations, such as scanning and electronic documents. In addition, areas of poor performance or concern can sometimes be improved with even older technologies, such as use of ergonomic mouse pads or keyboards, or with newer high-resolution monitors and adapters.
• A quality technician can be instrumental in evaluating computer and network hardware and skill levels of an office that an agency is considering merging with or acquiring.

The ASP concept, rather than costing technicians their jobs, actually creates the opportunity for agencies to use them better. Although many agencies that had been planning to hire additional technical staff find that this is not needed when they go ASP, they also find that projects they had wanted their techs to do now have the time to dedicate to them.

If you have more questions or any comments, feel free to e-mail me at jack@worldpointinc.com.



Note: WorldPOINT articles are copyrighted and the exclusive property of WorldPOINT Inc. and author Jack Huber. They may be copied or reproduced by non-ASP's and non-competitors only in their entirety with no modifications, including the source and byline, and distributed without charge or financial gain.