Insurance Corporation of British Columbia (ICBC)

Role: Procedures Analyst (2018–present)

Need: To comply with new government-mandated changes to automobile insurance, ICBC needs to revise all of its policy and procedural material. Projects included Rate Affordability Action Plan (RAAP), Modernization of Passenger-Directed Transportation (MPDT – otherwise known as Car Sharing/Ride Hailing), Material Damage (new Collision and Glass Repair programs).


Working with business policy analysts and subject matter experts (auto insurance, healthcare, legal) to ensure readiness for province-wide rollout to ICBC’s internal departments and over 900 independent insurance brokers.

Tools used:

  • Darwin Information Typing Architecture (DITA)
  • Oxygen Authoring – XML editor
  • Information Mapping methodology
  • SharePoint
  • Jira
  • Confluence
  • Microsoft Office


  • hundreds of Oxygen Authoring reference, policy, procedure, and process topics
  • Conversation guides
  • many SharePoint adjuster strategy topics
  • Job aids
  • and more

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