Momentum Health has backed up its service levels to its clients with a comprehensive disaster recovery programme with Computer Configurations company Business Recovery Services. In terms of the agreement, BRS will provide office space, desktop systems, communications links and a standby server which will accommodate up to 180 users in three shifts. The service will also provide voice logging facilities, re-routed Diginet lines and remote access dial-up for underwriters in addition to a comprehensive communications infrastructure.
Momentum Health aims to process claims received within 24 hours on its computer systems.
Its claims processing structures and procedures reflect its commitment to service excellence in all aspects of its business for its more than 120 000 principal members. Because the company understands the importance of this service to its clients, it owns all aspects of the claims administration process. Claims are reimbursed twice a month directly to the client`s bank account through electronic funds transfer.
This goal, coupled with the company`s rapid growth since its formation in 1992, prompted the decision to go with BRS for disaster recovery operations. The terms of the agreement include offsite data storage, and relocation to BRS`s premises and a complete recovery time of 15 hours.
"Because we aim to process claims within 24 hours of receipt, any system failure creates enormous problems for us," says Momentum Health`s Patrice Bouic. The routine is tested every six months with disaster simulations to ensure that the current plan will continue to accommodate the business of the company.
BRS will mirror Momentum Health`s server configurations, supporting 720 users in Johannesburg, Cape Town, Pretoria and Durban; as well as agents in Bloemfontein and Port Elizabeth.
"BRS and Momentum Health identified those critical systems which would require a disaster recovery plan, and from that the necessary infrastructure and resource requirements were determined," says BRS MD Frederick Castleman. "The key to a successful disaster recovery plan is fast response, and for that reason only the most important systems, such as claims, the call centre, the managed care system and the cheque processing system were included in the plan," Castleman elaborates.
"In a very competitive market, Momentum strive to meet and exceed client expectations. In addition they have put a plan in place and tested it to protect their business`s and shareholders` interests - that is what we call good corporate governance."
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