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Texas Department of Insurance
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TDI Transformation

Modernization

We’re using our existing resources and budget to make sound technology upgrades to help us provide better services and keep pace with rising demand. Here are examples of our modernization efforts.

Improved service for licensing customers

Staying ahead of the storm

TDI saw a 50% increase in licensing applications in the two months after Hurricane Harvey. This led to backlogs and poor call center performance. The agency worked with its vendors to use technology and resources the agency already had to improve efficiency and expand capacity quickly when it’s needed most.

Average processing days

Average processing days

Average wait time

Wait time

A licensing process that was barely staying afloat before Hurricane Harvey did not fare well after a storm. The number of applications had increased 64% in five years, and outdated business processes and inefficient use of technology made it impossible to keep up. The solution? Go electronic.

TDI began using an existing vendor to process routine electronic applications. That change freed agency employees to work on more complex issues, and we were able to update the vendor’s contract at no additional cost to the agency. Modernizing the agency’s technology and processes improved our customer service.

  • Licensing call center hold times fell from an average of 32 minutes in January 2018 to about a minute in August 2019.
  • Application processing times went from 38 days in January 2018 to 5 days in August 2019.
  • Eliminated a backlog to review continuing education courses and reduced course approval times.
  • Added agent license testing sites at military bases, universities, and colleges.

Testing artificial intelligence to modernize policy reviews

TDI began a pilot project in early 2019 to see if artificial intelligence can help staff review the growing volume of industry form and rate filings. The technology searches filings for previously approved text as well as new passages, allowing staff to focus their expertise where it’s needed.

Companies file more than 26,000 property and casualty forms with the agency each year. The initial phase of the project allows a comparison of each newly filed property and casualty form with every policy and endorsement approved by TDI since April 2014. It also checks that key information on a form is complete and consistent with other information in the filing.

Reduced reliance on paper-based processes

We’re working to eliminate inefficient paper processes across the agency. Here are some examples:

  • Moved nearly all agent and adjuster licensing applications and renewals online. TDI can process electronic applications faster and cheaper than paper ones.
  • Implemented a system that allows job applicants to apply online, eliminating costly, time-consuming paper applications.
  • Implemented an electronic invoicing process for examination expenses. Invoices are now created and electronically submitted to companies. Companies can make payments electronically as well. This has reduced mailing costs and the time between invoicing and payment dates.   
  • Scanned thousands of records into an electronic system, eliminating dozens of filing cabinets.

Other improvements include:

  • Improved data analysis by upgrading to Tableau, an electronic system that enhances data analysis. Tableau lets staff organize and sort data and spot market trends so the agency can take action earlier.
  • Modernized the open records process with a web-based automated system to handle requests. It allows for online payments and better tracking for the agency and requesters.
  • Upgraded electronic legal research by adding Westlaw.
  • Added the ability for windstorm field inspectors to use tablets to make notes and sketch electronically.
  • Overhauled the contracting and procurement processes to reflect best practices and ensure compliance with state requirements.
  • Added enforcement orders for the last five years to the website in a text-searchable format to improve transparency and decrease open records requests.

 

For more information, contact: Commissioner@tdi.texas.gov

Last updated: 10/1/2020