Anthem Blue Cross 2002 Annual Report Download - page 27

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23
a picture of health
Our systems conversion efforts are bringing about fundamental changes in
the way we do business, helping us reduce our administrative costs and
making premiums more affordable for our customers.”
“
Jane Niederberger
Senior Vice President
and Chief Information Officer
Delivering distinctive customer service continued to be a major objective for Anthem.
Each of our regions and our specialty business unit reported improved customer service
in 2002…extending a trend that has spanned the past several years.
We continued to make significant progress in consolidating our information and operations
systems. We moved a major portion of our Midwest members and virtually all of our Maine
membership to new customer service systems with little or no service disruption. Systems
consolidation was 85 percent complete in our East and Midwest regions at the end of 2002,
and in 2003, we will complete these efforts, while beginning work in the West.
By using technology strategically, we are able to improve our customers’ experience while
at the same time reduce our administrative costs and deliver greater value to both our members
and our shareholders. These efforts were recognized by InformationWeek magazine when
it ranked us 48th among its top 500 technology companies.
We further enhanced our web-based services to customers, providers and members.
•We introduced MyHealth@Anthem, a comprehensive source of health information our members—
and consumers in general—can access 24 hours a day, 7 days a week. MyHealth@Anthem was
named an “outstanding website” in the annual WebAward competition conducted by the Web
Marketing Association and received a gold award in the 2002 World Wide Web Health Awards
Program in the managed care category.
•Our members now have 24-hour on-line access to provider directories.
Service