Workforce practice library32
PrepareWFS-01
Workforce change thesis
Define why AI is being introduced, which insurance outcomes it supports, and how people and technology will share work.
DesignWFS-02
Role and task impact assessment
Map affected roles, tasks, decisions, skills, workload, authority, and employment impacts before deployment.
DeployWFS-03
Capacity and transition plan
Translate released or added work into throughput, service, staffing, vendor, hiring, redeployment, and reskilling actions.
SustainWFS-04
Employee impact and protection review
Assess job quality, monitoring, accessibility, discrimination, privacy, safety, labor, and workforce risks.
PrepareENG-01
Stakeholder and influence map
Identify affected employees, leaders, experts, partners, customers, regulators, and representative voices.
DesignENG-02
Early worker and expert participation
Involve practitioners in requirements, workflow design, testing, risk identification, and readiness decisions.
DeployENG-03
Change narrative and message architecture
Explain the need, scope, role effects, limits, human authority, support, and decisions still open.
SustainENG-04
Two-way feedback and issue response
Provide accessible channels for questions, concerns, suggestions, anonymous reports, and documented resolution.
PrepareDES-01
Current and future workflow map
Document current work, handoffs, evidence, controls, and the future division of human and AI tasks.
DesignDES-02
Decision rights and human authority
Define who recommends, reviews, approves, overrides, escalates, communicates, and remains accountable.
DeployDES-03
Workload and exception design
Estimate normal work, exceptions, review demand, queue behavior, cognitive load, and surge capacity.
SustainDES-04
Usability accessibility and fit
Test the real interface and workflow with intended users across ability, language, role, and experience.
PrepareTRN-01
Role-based competency model
Define knowledge and demonstrated skills by executive, manager, user, reviewer, builder, validator, and support role.
DesignTRN-02
Curriculum and learning pathways
Teach purpose, workflow, limits, evidence, security, fairness, privacy, oversight, and incidents by role.
DeployTRN-03
Scenario-based insurance practice
Use realistic claims, underwriting, fraud, servicing, and failure scenarios with challenge and escalation.
SustainTRN-04
Proficiency and authorization
Require demonstrated performance before access or expanded authority, with remediation and requalification.
PrepareLDR-01
Leadership alignment
Align leaders on purpose, value, risks, commitments, decision rights, funding, and visible behaviors.
DesignLDR-02
Manager readiness
Prepare managers to explain changes, plan workload, coach use, handle concerns, monitor signals, and escalate.
DeployLDR-03
Champion and expert network
Create a governed network of local champions and experts without transferring accountability to volunteers.
SustainLDR-04
Resistance and concern response
Diagnose trust, workload, role, quality, fairness, security, or incentive concerns and address root causes.
PrepareADP-01
Readiness and release gate
Verify people, process, data, technology, controls, support, measurement, and communications before release.
DesignADP-02
Phased rollout and learning
Sequence rollout by team, product, jurisdiction, risk, or workflow while preserving a credible comparison.
DeployADP-03
In-workflow guidance and support
Provide concise help, examples, limitations, escalation, expert assistance, and rapid issue resolution.
SustainADP-04
Reinforcement and local adaptation
Use coaching, quality review, peer learning, and controlled adaptation to sustain appropriate use.
PrepareRSP-01
Employee transparency
Tell workers when and how AI influences work allocation, quality review, monitoring, evaluation, or employment decisions.
DesignRSP-02
Fairness accessibility and inclusion
Test access, training, workflow, monitoring, and employment outcomes across relevant groups and contexts.
DeployRSP-03
Privacy and acceptable monitoring
Limit worker-data collection and use to approved purposes with access, retention, security, and challenge rights.
SustainRSP-04
Contestability and non-retaliation
Allow workers to challenge outputs, report problems, request human review, and raise concerns safely.
PrepareMEA-01
Adoption and appropriate-use metrics
Measure eligible use, sustained use, correct use, workarounds, exceptions, overrides, and prohibited use.
DesignMEA-02
Proficiency quality and workload metrics
Connect training and proficiency to quality, cycle time, cognitive load, queues, errors, and customer outcomes.
DeployMEA-03
Sentiment trust and experience
Use confidential, accessible feedback without equating satisfaction with safety or quality.
SustainMEA-04
Change control and continuous improvement
Reassess roles, training, workload, communications, safeguards, and value after material changes.