2-17 How well is Income prepared for the future?

Are the problems described in the case likely to be repeated? NTUC Income (Income), one of Singapore’s largest insurers, has over 2 million policy holders with total assets of S$31.3 billion.

The insurer employs about 3,400 insurance advisors and 1,200 office staff, with the majority located across an eight-branch network. In 2014, the company solidified its status as a market leader in Singapore, but its modernization began years ago with a critical information systems upgrade.

On June 1, 2003, Income succeeded in the migration of its legacy insurance systems to a digital Webbased system. The Herculean task required not only the upgrading of hardware and applications, it also required Income to streamline its decade-old business processes and IT practices.