The problem is not the tool. The problem is the people who, without broken processes, would not have jobs.
The purpose of the system is what it does.
The purpose of the system is what it does.
Manual data entry for claims via the phone and a system called 'TAM'.
There are roles such as 'claims handlers' who's job is to repeat what is said over the phone into TAM.
Cut out the claims handler and present the claimant with a form, and their jobs are gone.