How do you encourage the IT staff of a 109-year-old insurance company to have the innovative mindset of a startup? Give them a little time and space and get out of the way!
Twice annually, Mutual of Omaha’s entire Information Services operation (approximately 1,000 associates) gathers for Innovation Day – a day devoted to exploring, developing and working with internal business partners to promote innovative ideas.
Mutual of Omaha is intently focused on growing a better understanding of its customers and their needs. Sometimes it’s difficult for IT associates, usually a step or two removed from contact with customers, to feel connected to that mission. Innovation Day helps provide the connection.
This was the second year for the event, which came about in response to an initiative proposed by Chief Information Officer Mike Lechtenberger, who was looking to support Mutual’s customer focus. He asked for a volunteer to work on nurturing innovation and making it a part of the Information Services culture. Shireen Smith, Operations Services director, raised her hand.
Thanks to our sponsor
“I was brand new to the company and had no idea what I was getting into,” Smith said. “Mike was so clear about wanting this for his organization that I knew we would have his full support.”
Smith and a small group of volunteers worked out the details for the first Innovation Day, held in May 2017.
“The first event was totally manual,” said Smith. “Since then we’ve added automation and efficiencies. We apply our own principles and innovate to keep it fresh. After each event, we survey the participants and incorporate their suggestions. It would be easier to just repeat what worked before, but without changes, people will get bored.”
Two months prior to Innovation Day, associates attend ideation sessions. They watch videos and listen to business area representatives discuss the problems they face and the capabilities they would love to be able to offer Mutual of Omaha customers.
At the April ideation session, Marcus Pospisil listened to a member of Mutual’s Senior Health Solutions strategic business unit express the need to offer more self-service options to customers. Pospisil is an application systems analyst on the Enterprise Output team. He thought it might be beneficial to use the company’s output technology to create insurance ID cards that can be emailed to a requester almost instantly. He approached his team with the idea and together they designed and produced samples. Next, they created a video and developed a 10-minute pitch that explained their idea and the value it would bring to Mutual customers.
Cloud Infrastructure Manager Gaynor Kipp was enthusiastic about sponsoring her team’s idea for the most recent Innovation Day.
“They started out focused on cloud, their area of expertise, and artificial intelligence, which is something they’re interested in, and created a prototype chatbot for the team,” said Kipp. “Then they widened their vision to include everybody! Although their winning idea was to create a chatbot for the Service Desk, they designed their solution to be reusable and have already had conversations with a business area that’s been out shopping for chatbots.”
The morning of Innovation Day, every participant is given “cash” to invest. During the day, the teams conduct informational sessions to explain their idea to “investors.” Teams often refine and improve their ideas based on input from potential investors. Kipp believes there are also side benefits to this process.
“My team is involved primarily in infrastructure,” she said. “Working on the video brought the team together in a fun, energetic way.”
At the end of the day, the six teams garnering the most investment “dollars” are allocated resources to bring their idea to fruition. Eight weeks after Innovation Day, everyone gathers again for a readout, during which the winning teams report their progress and demonstrate their work.
Jen Udron, a member of Smith’s team, now concentrates year-round on Innovation Day planning. She starts work on the next Innovation Day even before the current one concludes. It’s a big effort and Udron finds it’s all worth it when the day arrives.
“I love the feeling in the auditorium on Innovation Day morning,” Udron said. “We’ve got music going, the energy is high, everyone’s happy and talking. Throughout the day, you’ll see groups of participants walking down the halls in their Innovation Day T-shirts. They’re a presence and a force in the building!”
And while the day is certainly characterized by fun, the most meaningful part for many Mutual associates is the opportunity to innovate on behalf of customers.
As Pospisil describes it, “Knowing that my team identified improvements that help our customers was the most rewarding thing about Innovation Day.”
Smith said innovation is becoming a part of the company’s DNA, due in part to having dedicated time to focus on it.
“2017 was the first time we had tried anything like this,” she said. “Our hope was that people would embrace innovation. And they have.”
––
Annette Allen is a Sr. IT Consultant at Mutual of Omaha in Omaha, Nebraska.
