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Phoenix Group and TCS ink deal to transform Customer Experience
Phoenix's end-to-end customer service will be transformed with the help of TCS' tech platform
Phoenix Group, a leading long-term savings and retirement provider in the UK, and Tata Consultancy Services (TCS) announced an expansion of their long-standing cooperation to digitally modernise Phoenix Group's ReAssure-business utilising the TCS BaNCSTM-based platform.
ReAssure is a UK-based life insurance firm that Phoenix Group bought in 2020. The Group has since partnered with TCS to create synergies and improve the customer experience for ReAssure's policyholders.
On behalf of Phoenix Group, Diligenta, a regulated subsidiary of TCS in the UK, will handle customer administration and servicing for ReAssure's 3 million policies. The deal covers all aspects of company transformation, including administrative services.
TCS will make use of its Innovation Lab in the UK, where its contextual experts and solution architects search for fresh approaches in utilising digital technologies to improve the experience for policyholders, advisors, employers, and operational staff, as well as to continuously improve the quality of service for Phoenix Group's clients.
Commenting on the partnership, Brid Meaney, CEO of Heritage Division, Phoenix Group said, “Our strong partnership with TCS enables us to benefit from their proven capabilities and digital core as we continue to consolidate policies onto the TCS BaNCS platform. Ultimately, this transformation will ensure that Phoenix’s customers benefit from the clear digital focus, consistent customer journeys and customer proposition provided by one platform.â€
The first glimmers toward ending a near-record long federal government shutdown were seen in the U.S. Capitol on Nov. 3, as leading Senate Republicans and Democrats talked of a possible "off-ramp" to the disruption.
For 34 days, a standoff between Congress and President Donald Trump has shuttered a range of federal programs including those that provide aid for low-income Americans, U.S. soldiers' paychecks and airport operations.
A new fiscal year began on Oct. 1 with no legislation enacted to fund these activities. Thousands of federal workers have now been furloughed, and the battle has hung up around $1.7 trillion in discretionary funds that account for about one-third of total U.S. spending annually.
ALSO READ: 42 million Americans will lose food assistance in November amid government shutdown
"I’m optimistic," Senate Majority Leader John Thune, a Republican, told reporters when asked about prospects for ending the government shutdown that has many federal employees performing their jobs without paychecks.
Asked if he was confident of ending the shutdown, Thune, of South Dakota, hedged, saying: "Don’t push it."
The comment was a small but significant change in tone. Democrats have linked government funding to extending a U.S. health insurance subsidy that is on the verge of expiring.
Low-income families are seeing their food stamp benefits expire or only partially funded.
"Based on, sort of, my gut of how these things operate, I think we're getting close to an off-ramp here," Thune said.
The No. 2 Senate Democrat, Dick Durbin of Illinois said, "I sense that, too." But he quickly added: "We're still stuck with this premise of what we're going to do about healthcare costs."
Senate Appropriations Committee Chair Susan Collins of Maine told reporters that progress was made with Democrats offering specific language to break the impasse and staffs from both parties laboring over the weekend. "It just feels better this week," she said.
Nonetheless, Collins admonished: "It could all fall apart again. And I don't mean to imply there's an agreement."
Meanwhile, a bipartisan handful of House of Representatives moderates floated a compromise plan.
Axios reported a group of four House centrists, three Republicans and one Democrat, offered a plan to extend the expanded Affordable Care Act tax credit for two years, but with new caps on people whose income is at the upper end of qualifying.
Since Oct. 1, groups of Senate Republicans and Democrats have held sporadic private meetings to look at ways to resolve the gridlock that has consumed Washington but so far have been unable to get to the finish line.
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