Delta Dental Annual Report 2010 - 9

perspective
“New releases in our claims system help us process claims, issue checks and respond to customer service calls more efficiently and effectively. New features not only save keystrokes and user time, they open our minds to think of even more ways to serve our customers.” - Laura Owens, Delta Dental of Missouri on enhancing the customer experience, gaining administrative efficiencies and cost savings, protecting the security of our members’ data and ensuring preparedness for an unexpected disaster. In 2010 we realized a major release of more than 200 enhancements in our claims processing system. Our providers, clients and members benefit from the efficiencies and flexibility of the latest aQDen release. One feature is the ability to read and analyze the vast warehouse of claims data we possess. Deeper analytics and a better understanding of utilization trends allow us to recognize where our clients are not maximizing their benefits and help them target specific actions to improve the effectiveness of their plans. We are proud to partner with our clients in developing effective strategies to enhance the value of their programs from their perspective and that of their employees. Valuable efficiencies accompanied the recent enterprise-wide upgrade of our telephone system. Clients, members and providers will quickly appreciate the clarity of calls, advanced service

Employee

levels that result from new call routing capabilities, enhanced ability to monitor calls for training and coaching, and more call recording features to ensure the highest quality of trusted service. We added a backup call location in Ellicott City, Maryland, that will be fully functional in the first quarter of 2011.

Our IT virtualization project is another technology initiative that is invisible to our customers. Virtualization increases the efficiency of our operations as it significantly reduces the actual footprints of physical space and energy requirements needed to support our business. Through virtualization, we are now powering and cooling a single computer server, while running 15 virtual systems that emulate our servers. This transformation provides the ability to perform maintenance without disruption and to back up, transfer and restore data to recover almost instantly from an unexpected disaster. The result is greater flexibility, better performance and a step to prepare our organization for future technology trends. Technology also helped us make important strides in actuarial prowess and flexibility. A new sales and underwriting rating model for small group business provides the power that allows our Missouri and South Carolina sales executives to be more responsive to our producers. The model drives our new proposal system that creates a customizable proposal according to specifications provided for the client.

2010 Delta Dental Annual Report

9



Delta Dental Annual Report 2010

Table of Contents for the Digital Edition of Delta Dental Annual Report 2010

Delta Dental Annual Report 2010
Letter from the Board Chair and the President
Understanding Health Care Reform
Perspectives on Leadership
Common Ground through Service Excellence
Internal Focus on Organizational Health
External Focus on Healthy Communities
The Final Perspective: Growth & Stability
A Few More Numbers for Delta Dental of Missouri
A Quick Perspective on 2010
2010 Board of Directors
Delta Dental Annual Report 2010 - Delta Dental Annual Report 2010
Delta Dental Annual Report 2010 - Letter from the Board Chair and the President
Delta Dental Annual Report 2010 - Understanding Health Care Reform
Delta Dental Annual Report 2010 - Perspectives on Leadership
Delta Dental Annual Report 2010 - 5
Delta Dental Annual Report 2010 - Common Ground through Service Excellence
Delta Dental Annual Report 2010 - 7
Delta Dental Annual Report 2010 - 8
Delta Dental Annual Report 2010 - 9
Delta Dental Annual Report 2010 - Internal Focus on Organizational Health
Delta Dental Annual Report 2010 - 11
Delta Dental Annual Report 2010 - External Focus on Healthy Communities
Delta Dental Annual Report 2010 - 13
Delta Dental Annual Report 2010 - 14
Delta Dental Annual Report 2010 - 15
Delta Dental Annual Report 2010 - The Final Perspective: Growth & Stability
Delta Dental Annual Report 2010 - A Quick Perspective on 2010
Delta Dental Annual Report 2010 - 18
Delta Dental Annual Report 2010 - 2010 Board of Directors
Delta Dental Annual Report 2010 - 20
http://www.nxtbookMEDIA.com