The project manager at the headquarters, responsible for assisting in implementing the ITsystem,
states that the aim from the beginning has been for the system to support the “direct
claims”. These are the type of claims that are easy and straightforward, and the goal is to close
the case in the very first call with the customer. Furthermore, there are no plans to have the
“Guidance” system replace the old system. The goal is rather to develop the use of the new ITsystem
to the extent that the customer can conduct the entire claim from report to payout by
themselves through the website. (Respondent 1)