customers served
DITA topics managed
channels from a single source
unified content standard
Executive Summary
The organization had outgrown its procedures.
ICBC supports millions of British Columbians across insurance, claims, licensing, and road safety services. At that scale, procedural content is operational infrastructure. But years of growth had left critical guidance fragmented across documents, formats, teams, and inconsistent authoring practices.
Precision Content helped ICBC replace that fragmented approach with topic-based structured authoring, DITA XML, stronger governance, and one repeatable methodology for creating and maintaining procedures.
The Challenge
Thousands of pages had become difficult to control as one trusted body of knowledge.
What the business faced
Fragmentation was increasing effort, inconsistency, and operational risk.
• Procedures were distributed across formats and teams
• Duplicate versions increased maintenance effort
• Updates were slow to coordinate and validate
• Trusted information was harder to identify
What had to change
Procedures needed to become governed information assets.
• One standard for how procedures are written
• Topic-based structures designed for reuse
• Governance built into the content lifecycle
• Delivery from one source to every channel
The Transformation
ICBC standardized how enterprise procedures are created, governed, and delivered.
The transformation combined content strategy, DITA architecture, reusable topic structures, enterprise writing standards, governance, and sustained team capability.
Adopt one standard
The Precision Content methodology became the standard for all procedures.
Structure the knowledge
Thousands of pages were transformed into reusable DITA topics.
Govern the lifecycle
Review, approval, change, and ownership became more controlled.
Publish from one source
Structured content now supports five delivery channels.
Scale the operation
More than 20,000 topics can be maintained as a connected system.
Sustain the capability
Teams learned to apply the methodology consistently over time.
The Evidence
Disconnected procedures became a governed enterprise knowledge system.
Thousands of pages were decomposed into structured, reusable topics that could be maintained once and delivered wherever the business needed them.
ICBC did not simply migrate documents. It established the content discipline required to operate at scale.
The Strategic Value
ICBC created the foundation for trusted, AI-ready operations.
Intent became explicit
Procedures follow explicit patterns that make meaning easier for people and systems to interpret.
Knowledge became modular
Content can be updated once, reused across contexts, and delivered consistently through five channels.
Ground truth became governable
More than 20,000 governed topics provide a controlled knowledge base for automation and future AI experiences.