Tallan Blog

Tallan’s Experts Share Their Knowledge on Technology, Trends and Solutions to Business Challenges

Why Insurers Should Be Helping Their Customers Complain More, Part II

Let’s jump right back into the thick of this topic.  In the first part of this blog series, we discussed why insurers should be empowering their customers to complain in fairly general terms.  Check out the link to our Decision Maker’s Guide to Complaint Enablement for more background on this topic.
This post dives deeper into a few key metrics: retention rates, customer lifetime value, and quantity of feedback gathered.  To do so, we’ll take a look at the financial impact of non-complainers.  While you read, it may also be helpful to consider whether you are currently measuring or utilizing any data to achieve similar goals.
Before getting to specifics, here’s a quick recap of what was covered last time:

J.D. Power’s 2018 research tells us that the industry average score for providing a satisfying purchase experience is 839 out of 1,000.1
For an…

Migrating SQL Server Reporting Services (SSRS)

For most Microsoft IT professionals, migrating or updating a native mode SQL Server Reporting Services (SSRS) installation from one version to another is a rare, if not once-in-a-lifetime, event – and probably one you would prefer a root canal to.  Because software upgrades of all types tend to get postponed as long as possible, if you find yourself finally tasked with such an upgrade, several unpleasant things are likely true:

The effort is in crisis mode, driven by software (SSRS, OS) going off support, hardware becoming unreliable, or a line-of-business application that must itself be upgraded but cannot be until SSRS is.
The current installation was not done by you and whomever did is long gone, so you are not that familiar with it and would frankly rather not be. SSRS is not your “thing”.
The current installation is poorly documented, if at…

Live Webinar on 11/29! How Digital Strategy Helped American Financial Resources Compete

Do you have lunch plans next Wednesday, 11/29? If not, why don’t you plan to treat yourself to some takeout, and register for our Webinar.
Our Live at Lunch Webinar features Bill Packer, the Chief Operating Officer of American Financial Resources (AFR) and our New York Region Managing Director, discussing the strategy surrounding AFR’s decision to transition to cloud-based infrastructure.
In an hour we plan to ask our client’s advice on what to consider when prioritizing a digital strategy, whether he’ll give us some insight on what he could have done differently – if anything, and how this modernization has empowered his employees as well as his customers (both in the B2B channel, and direct-to-consumer) to take control.
I bet you wouldn’t believe that he was actually hired specifically for his attitude toward innovation to transition AFR.  Mortgage banks are in the financial…

Talk UX 2018 Recap

Talk UX is an annual design and technology conference hosted by Ladies that UX Boston (LTUX). LTUX is a global organization that has created an international community of supportive and inspiring women in design and technology.
This year’s conference was held at the beautiful Joseph B. Martin Conference Center at Harvard Medical School. There were roughly 500 people following a single stream of presentations and discussion panels by women in leadership. UX leaders, designers and researchers as well as professionals not actively working in UX attended this event.

The Talks
 
Building Bridges Through UX Research
Laura Granka – Director of UX Google
Slides | Video
Laura described some methods that Google uses to stay true to their user-centered strategy. One method she talked about was Google’s immersion studies, in which product teams go to the users. Per Laura’s suggestion, Google fashioned a 15 passenger van into a usability lab to…

Chatbots Get One Step Closer to Direct to Consumer with Google’s Adlingo

By now it should be readily apparent that Chatbots have become the new normal when it comes to must-have technologies for companies. From customer service to retail, Chatbots have been saturating every aspect of our business. One such area that has seen a huge uptick in activity has been in the area of digital advertising.
Companies such as Revlon and Coca-Cola have been tapping into the power of Chatbots in order to help create campaigns around new products. The advantages of this type of campaign are that companies are able to extract much more data from the consumer by utilizing a chat-like interface. This opens the door to a whole new area of analytics with things like keyword extraction and sentiment analysis. In addition, Chatbots are able to pivot the conversation around specific things that the consumer has said and thus…

Support is Ending! SQL and Windows 2008

Microsoft recently announced the end of support (EOS) for SQL and Windows 2008.   What does that mean for you?  Maybe nothing, but if your company is currently running either version you need to consider your options. There are two important dates to make note of – July 9th and January 14th. SQL Server 2008 support ends on July 9, 2019 and Windows Server 2008 support ends January 14, 2020.  Option 1 is to migrate to Azure.  When you’re ready to, you can modernize your applications.  Option 2 is to continue to run on 2008 until support ends and then decide.  We can help to weigh your options.
Are you ready to get started? We can help!

SNIP 6 – Line of Service or Product

What are HIPAA SNIP types? We get this question a lot, so we’ve been blogging about the different categories WEDI has defined to validate healthcare EDI transactions. Thus far, we’ve covered:

SNIP 1 & 2 Integrity and Requirement Testing
SNIP 3 Claim Balancing
SNIP 3 Remittance Advice Balancing
SNIP 4 Intersegment Situational Testing
SNIP 5 External Code Set Testing

These rules are sometimes referred to as SNIP levels – although that may wrongly imply that each type builds upon the previous category. In actuality, each SNIP type is a standalone set of validations rules.
In this article, we’ll focus on SNIP 6.
Type 6
SNIP 6 enforces situational rules specific to service lines and products. While SNIP 4 also focuses on situational rules that analyze the relationships between loops, segments and elements, SNIP 6 differs in that the rules apply to subsets within the transaction sets.
For example, within an 837…

SNIP 4 – EDI Intersegment Situational Rules

WEDI SNIP Types define sets of rules for validating EDI transactions such as 837 claims, 834 enrollments or 835 Remittance Advice.
Previously, we’ve blogged about:

SNIP 1 & 2 Integrity and Requirement Testing
SNIP 3 Claim Balancing
SNIP 3 Remittance Advice Balancing
SNIP 5 External Code Set Testing

This article focus on SNIP 4, which test situational rules spanning separate loops, segments, or elements. What differentiates these rules from Type 2 is that the situational tests span distinct segments, while Type 2 is considered intrasegment testing. Intrasegment tests validate the presence of elements within the same segment based on syntax rules.
Type 4
SNIP 4 situational rules break into two categories. Both categories consist of a condition statement, then a data item (loop, segment, or element) which should (or should not) be present based on the rule evaluation.
Category 1
The first category of situational rules specifies that sending the specified data item is up…

SNIP 5 – HIPAA External Code Set Testing

The HIPAA X12 EDI specification allows for the inclusion of code values that may be pertinent to the transaction set, such as a claim or encounter. These code values can represent a data point as widespread as a postal or zip code, or as complex as diagnosis and procedure codes.
WEDI describes seven types of validation, referred to as SNIP 1-7, as covered in some of our previous blog posts on SNIP 3 Balancing of Claims and Payments. SNIP 5 – HIPAA External Code Set Testing is the validation of code values against the external code sets they represent.
SNIP 5
As previously stated, SNIP 5 validates that code value exists within an external code list. For example, if a postal (zip) code is present in a subscriber’s address, then it should align with an actual postal code in as determined by the USPS, the…

Designing & Developing The Award-Winning malegislature.gov

At this year’s National Conference of State Legislatures (NCSL) Legislative Summit in Los Angeles, the Commonwealth of Massachusetts took home the NALIT/LINCS Online Democracy Award for the best legislative website in the country. Tallan has worked hand-in-hand with the Massachusetts General Court for the better part of a decade, and this is the second time we have helped them take home this prestigious award. This is, however, the first time we’ve done it with a complete website redesign from beginning to end. This will be an exploration of some components of the redesign, and what helped make it such a successful effort.

Accessibility First
A key component of any government website is accessibility. Designers and developers need to make sure that all information is available to all users through the same interface. With Massachusetts, we approached every feature or idea by asking…

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