Client background

The Shipowners’ Club has been protecting small ship operators for over 160 years. As market leaders, they insure over 33,000 small and specialist vessels, entered through a global distribution network of nearly 700 brokers. They offer peace of mind to vessel owners, operators and managers through Protection & Indemnity (P&I) cover and various associated insurances that cover key seafaring industries.

They are also a member of the International Group of P&I Clubs which represent over 90% of the world’s ocean-going tonnage and provide a voice for vessel owners’ views on legislation, conventions and regulations that impact on their operations.

The Shipowners’ Club operates from 4 offices; London, Singapore, Hong Kong and Luxembourg.

What was required

• To transition support and development to a technically capable partner who was precisely aligned to the required business outcomes
• To undertake this transition in a manner that was sensitive to risk, cost and timescales
  To further improve the performance and stability of their global Underwriting, Loss Prevention and Claims Systems
• To improve the user interface experience for staff, improving productivity and efficiency
• To offer an improved service to brokers allowing them to more easily do business with Shipowners, maximising revenue and business development opportunities
• To be able to launch new products and services taking advantages of new market opportunities
• To provide an improved environment for business users, allowing them to provide a better customer experience and maximise customer retention
• To provide the company with a solid foundation on which to take on new business, fuelling significant growth

Jumar delivered

• A successful transition of support and development capability around a complex system underpinned by a proprietary framework from an incumbent supplier, driven by Jumar’s proven transition processes
• An ITIL compliant support function which has consistently exceeded resolution SLA for all priorities of incident
• Incremental and major improvements across the estate driven by a collaboratively constructed remediation plan that is sensitive to risk, cost and delivered business benefit
• Significantly improved quality in terms of code, change and release management processes
• The business outcomes as targeted by Shipowners from what is now a significantly improved system in terms of performance, stability and user experience
• A rearchitected estate to facilitate a phased transition to the chosen COTS (Commercial Off-the-shelf) package

Solution benefits

• Proven transition processes precisely measure the growing system-specific technical and operational knowledge in the replacement support and development function
• Quantified capability in the replacement support and development function allows for an informed, collaborative decision to be taken as to when to switch over support
• Access to a broad range of specialists combined with standardised development, change, release and support processes allows the function to adapt to a broad range of technologies
• A long history of support and development around large enterprise estates (both in large corporates and government departments) means that complexity in the system is not an inhibitor to improvement
• A proven proactive ITIL compliant support function is capable of delivering 1st, 2nd and 3rd line support (from reactive incident management to proactive problem management) across a variety of deployment technologies (x86, mid-range/distributed, cloud, mainframe)
• Access to a skilled, known, experienced and wide resource base via Jumar’s recruitment division allows for rapid expansion of the solution’s function when taking on new systems
• Core competency around legacy modernisation, supported by Jumar’s tailored automation solutions and experience