1. At MSIG, CEO champions eCommerce. The eCommerce Steering Committee sets business directions and strategies to “go digital.”

2. The eCommerce Team is in charge of e3. It met monthly with the eCommerce Steering Committee during development to review progress and bi-quarterly after launch to review business results. Daily reports are forwarded for review by the Steering Committee, as well as our business partners.

3. During development, eCommerce Team worked closely with various departments, such as Legal & Compliance, Underwriting, Business Excellence (Service Quality), IT, etc., to consult on specialist issues, e.g. compliance, risk management, customer feedback, systems infrastructure, information security, etc. This close inter-departmental collaboration is on-going.

4. Prior to launch, an intensive, large scale UAT (User Acceptance Test) was conducted. Over one month, 4,000 test cases were conducted, requiring 20 staff from MSIG and 20 more from our business partners. 200 bugs were discovered and successfully resolved before launch.

5. Detailed Standard Operating Procedures were prepared to ensure consistent quality over the long run.

6. Strict protocols for uploading changes were established to prevent errors and misuse.