Thought Leadership and Management
The Bridge Nobody Built
Why the business-IT gap in insurance is a design problem — and what actually closes it. The post-implementation review was scheduled for ninety minutes. It ran for three hours. The system had gone live six weeks earlier. On paper, the delivery was clean — on time, within budget, all requirements met, UAT signed off. The IT programme director walked the room through green RAG statuses and closed action logs with the quiet satisfaction of someone who had delivered exactly what was asked of them. The Head of Commercial Underwriting waited until the slides were finished. Then she said, in a tone that was more tired than angry: 'The system works. Our underwriters still cannot do their jobs any faster than before we spent eighteen months building it.'
