ACCESS Florida System Replacement State of Florida, Department of - - PowerPoint PPT Presentation
ACCESS Florida System Replacement State of Florida, Department of Children and Families Office of Economic Self-Sufficiency Oral Presentation ITN# 03F12GC1 Xerox State & Local Solutions, Inc. October 17 18, 2012 Business Group Name
Oral Presentation ITN# 03F12GC1 Xerox State & Local Solutions, Inc. October 17 – 18, 2012
Business Group Name Here
October 17, 2012 Page 2
Topic Allotted Time Participants
Meeting Kickoff 9:00AM – 9:15AM Company and Team Experience (Implementation and O&M) 9:15AM – 10:15AM Break 10:15AM – 10:30AM Project Approach (Implementation and O&M) 10:30AM – 12:00PM Lunch 12:00PM – 1:00PM Solution Overview 1:00PM – 2:00PM Break 2:00PM – 2:15PM Solution Architecture 2:15PM – 3:15PM Break 3:15PM – 3:30PM Functional Requirements 3:30PM – 4:30PM Question and Answer 4:30PM – 5:00PM
October 17, 2012 Page 3
Topic Allotted Time Participants
Meeting Kickoff 9:00AM– 9:15AM Company and Team Experience (Implementation and O&M) 9:15AM– 10:15AM Mark Mayo, Xerox, Group President Chuck Cliburn, Sr. VP, Client Executive Joel Schensul, Xerox, Account Executive Bill Majorossy, Xerox, Project Manager Achim Suit, Xerox, Lead Architect Jim Conkwright, Xerox, Service Delivery Manager Paul Hencoski, KPMG, Principal John Garrison, Oracle, VP HHS Joanne Gallagher, CAI, HHS Program Director Keith Cricks, KLC Consulting, O&M and DDI Break 10:15AM– 10:30AM Project Approach (Implementation and O&M) 10:30AM– 12:00PM Lunch 12:00PM– 1:00PM Solution Overview 1:00PM-2:00PM Break 2:00PM– 2:15PM Solution Architecture 2:15PM- 3:15PM Break 3:15PM– 3:30PM Functional Requirements 3:30PM– 4:30PM Question and Answer 4:30PM – 5:00PM
October 17, 2012 Page 4
October 17, 2012 Page 5
Xerox
Connecticut
world‘s largest enterprise for business process and document management
from services Human Services
October 17, 2012 Page 6
Government Solutions Center of Excellence Transportation Technology Center
KPMG Florida Offices
– 145,000 employees
worldwide
– 3,000 professionals in the U.S.
focused on serving the public sector
– Served more than 26 state agencies including
the Department of Children and Families
– Served the State of Florida more than 40 years – Employ more than 500 Floridians in six offices
October 17, 2012 Page 7
October 17, 2012 Page 8
Trained forensic professionals
Percent of HHS program dollars KPMG reviews
Employees focused on government
Previous projects serving DCF
Average years of experience of
Number of multi– location Florida projects
Number of users being trained on
States we have assisted with system implementations
States where KPMG and Xerox are working together to bring world-class solutions to clients
U.S. states implementing HHS Eligibility Modernization Initiatives with KPMG‘s help
October 17, 2012 Page 9
KPMG has grown to be the most active Eligibility Modernization consultancy in the market.
States that KPMG is actively assisting with eligibility modernization implementation planning and execution States that KPMG has met with to discuss HBX plans
Independent project monitoring and IT advisory over CRM implementation to support exchange eligibility Development of an exchange and eligibility reference architecture, grant and APD support, selection assistance Independent project monitoring, Project Management Office, Services Transformation and Strategic Planning for Integrated Eligibility and Exchange solution implementation SHOP Exchange requirements and Technical Advisor for Integrated Eligibility modernization analysis and support Gap analysis between ERA and existing capabilities & development of recommendations for a business operations plan Development of funding analysis & development of an education and outreach plan Strategic planning, gap analysis, budgeting and roadmap, requirements development, quality assurance, and selection assistance for integrated eligibility modernization Development of system requirements and functional specifications for integrated eligibility and exchange operations Technical Advisor for Integrated Eligibility and Exchange modernization Development of an Enterprise Architecture to support Integrated Eligibility and future Exchange plans Development of Exchange and eligibility model options and budgets Implementation of the Health Insurance Exchange solution Development of an Enterprise Architecture to support Integrated Eligibility Technical Advisor for Statewide Eligibility Systems
– Nine experienced process designers
aligned with the design team to provide continuity across the implementation
– Trained communication designers with
experience in Florida to ease the transition for employees and stakeholders
– Trainers using research-based adult
learning techniques, provided in real time, to prepare users for their new tools
October 17, 2012 Page 10
– Public Sector, Healthcare, Insurance, Retail, Financial Services
and Eligibility
– WC3, HL7, NIEM – NGA/NASCIO/NACO Healthcare Workgroup – Medicaid Information Technology Architecture
– Provides Solution Architects, Training, Technical Troubleshooting, Expedited Support,
Partner Collaboration, User Conferences, and Feedback into the Product Roadmap
– Large ecosystem of certified, trained professionals
October 17, 2012 Page 11
October 17, 2012 Page 12
COTS Components
Reusable Platform for Multiple Benefit Programs Vendor Stability & Strategic Partnership Flexibility & Options for Deployment Time to Market: Meet Federal Deadlines Lower Total Cost of Ownership, and Better ROI
– Fortune 1000/500 Companies – State/City/County agencies – U.S. Federal Government
Management Professionals (PMP) Over the past 10 years, 94% of our projects have been completed
October 17, 2012 Page 13
– Pennsylvania Dept. of Public
Welfare
– Arkansas Dept. of Human
Services & Dept. of Workforce Services
– City of Chicago – Pennsylvania Dept. of
Transportation
– Florida Dept. of Transportation – Palm Beach County Children‘s
Service Council (CSC)
October 17, 2012 Page 14
– Trained project managers and Certified
Project Management Professionals with experience managing large IT projects to reduce overall project risk
October 17, 2012 Page 15
Services
– Extensive resource pool of IT
professionals to augment the ―re-badged‖ staff to accelerate transition and reduce increase O&M performance
October 17, 2012 Page 16
October 17, 2012 Page 17
Major DCF System implementations with KLC assistance – FLORIDA, ACCESS, SACWIS
Current active State Agency/Department projects
Employees focused on government
Prior successful DCF IT projects
Prior successful DCF management consulting projects
On-going projects currently in support
Locally Owned
Tallahassee, Florida Small Business Entity
Year history working as a business partner with DCF
Team and individual winners of Prudential Davis Productivity Awards for FLORIDA System run time improvements
October 17, 2012 Page 18
October 17, 2012 Page 19
October 17, 2012 Page 20
Topic Allotted Time Participants
Meeting Kickoff 9:00AM – 9:15AM Company and Team Experience (Implementation and O&M) 9:15AM – 10:15AM Break 10:15AM – 10:30AM Project Approach (Implementation and O&M) 10:30AM – 12:00PM Lunch 12:00PM – 1:00PM Solution Overview 1:00PM – 2:00PM Break 2:00PM – 2:15PM Solution Architecture 2:15PM – 3:15PM Break 3:15PM – 3:30PM Functional Requirements 3:30PM – 4:30PM Question and Answer 4:30PM – 5:00PM
October 17, 2012 Page 21
Topic Allotted Time Participants
Meeting Kickoff 9:00AM– 9:15AM Company and Team Experience (Implementation and O&M) 9:15AM– 10:15AM Break 10:15AM– 10:30AM Project Approach (Implementation and O&M) 10:30AM– 12:00PM Mark Mayo Joel Schensul, Account Executive Bill Majorossy, Project Manager Jim Conkwright, Service Delivery Manager Sarah Wilson, Subject Matter Expert Linda Fuchs, Organizational Change Management Lead Todd Schrubb, O&M Application Development Manager Shawn Dietrich, Information Technology Operations Solution Architect Lunch 12:00PM– 1:00PM Solution Overview 1:00PM-2:00PM Break 2:00PM– 2:15PM Solution Architecture 2:15PM- 3:15PM Break 3:15PM– 3:30PM Functional Requirements 3:30PM– 4:30PM Question and Answer 4:30PM – 5:00PM
October 17, 2012 Page 23
October 17, 2012 Page 24
October 17, 2012 Page 25
October 17, 2012 Page 26
October 17, 2012 Page 28
October 17, 2012 Page 29
October 17, 2012 Page 30
October 17, 2012 Page 31
October 17, 2012 Page 32
October 17, 2012 Page 33
October 17, 2012 Page 34
October 17, 2012 Page 35
October 17, 2012 Page 37 Business Case & Vision for change Change Risk Analysis Change Strategy Stakeholder Management Change Leadership Involvement Strategies Benefit Realization & Sustainable Performance People Transition & Workforce Effectiveness Organizational Integration
Behavioral Change Management Methodology
October 17, 2012 Page 38
processes
Analysis
Requirements and Design
processes become test scripts
change benefits
Testing and Knowledge Transfer
training scenarios
training data
design training
Training and Knowledge Transfer
KPMG designers work with Xerox designers and DCF business process leaders to design new processes DCF business process leaders become lead acceptance testers DCF lead acceptance Testers become Change Ambassadors
October 17, 2012 Page 39
Awareness Understanding Buy-In/Action Advocacy
Stakeholder Understanding Stakeholder Participation
―I don‘t understand – what is happening?‖ ―How will this affect me and how can I learn more?‖ ―OK, I get it, it make sense and seems right.‖ ―I must tell others and help make it happen!‖
October 17, 2012 Page 41
Web-Based Training (WBT) Instructor-Led Training (ILT) Virtual Instructor-Led Training (VILT) On the Job Training (OJT)
Ideal for training large numbers of end users on
material Can be taken on demand when needed most by end users Significant logistical advantages to WBT Instructor-led training courses are ideal for situations when there is two hours to two days worth of training materials Ideal for concentrations of end users in a limited number of locations Participants are provided with their own computers and they follow along as an instructor guides them through a series of classroom exercises As hands on and as realistic as possible in a training environment with training data available for each participant When practical, virtual instructor-led courses can be used to solve logistical challenges such as delivering training to large numbers of end users and multiple locations in short periods of time Instructors can easily demonstrate functionality to participants by sharing desktops Works well when there is a limited amount of material to teach to a dispersed audience Practical and effective when you need to train a small audience One on one or small group training that is realistic and targeted to the end users Less formal than traditional on the job training but just as vigorous
Tailored to Meet the Needs of All User Groups – Functional End Users, Super Users, Customer Support/Help Desk Users, and Limited Users
Presentations – PowerPoint slides enable course instructors to provide structure to their classes and communicate key concepts to the end users. Online Help – The end user training deliverables will be incorporated into the context-sensitive
manuals, business process flows, and quick reference guides from within the system at any time. Exercise Guides – A collection of realistic business scenarios and training data for the instructor demonstrations and participant exercises. Process Flows – Visio flows provide a graphical representation of each business process and related system transactions. Quick Reference Cards – Job aids that are designed to provide end users with information at a glance. QRCs are often printed on card stock or laminated so that they hold up to frequent use. Web-based Training – Web-based training courses that consist of interactive slides, knowledge checks, demonstrations, simulations, and formal assessments.
October 17, 2012 Page 42
Presentations Exercise Guides Online Help Process Flows QRCs WBT Course Components
October 17, 2012 Page 43
Objectives
Project Plan
Training Needs
Strategy and Plan Agreement
Requirements and Tools
Program
Courseware
Schedule
Participants
Evaluate Training
Issues Key Activities
Needs
Strategy and Plan and Obtain Agreement
Standards, Tools and Templates
Trainers, Facilities and Equipment
Curricula
Instructor-led, Virtual Instructor-led and On-the-Job Training Courses
Participants
Instructor-led, Virtual Instructor-led and On-the-job Training Courses
and Deliver Training Reports to Management
Materials, Trainers, and Delivery
Reported Training Issues
Program as Needed
October 17, 2012 Page 45
October 17, 2012 Page 46
October 17, 2012 Page 47
October 17, 2012 Page 48
October 17, 2012 Page 50
Dedicated Transition Organization Rigorous Planning and Defined Governance Structured, Proven Transition Methodology
October 17, 2012 Page 51
October 17, 2012 Page 52
October 17, 2012 Page 53
October 17, 2012 Page 54
October 17, 2012 Page 55
solution)
October 17, 2012 Page 56
October 17, 2012 Page 57
COE Data Center Mexico City Phoenix Dallas Portland Blythewood Tarrytown Pittsburgh Dearborn Eagan Telford Düsseldorf Manchester London Dublin Kuala Lumpur Manila Monterrey
Full Service Provider
Cordoba
Backup
Recovery
Charlotte Bangalore AmberGlen Krakow
22 Xerox-owned sites 500 Locations, 160 countries Global Production Model
– First ITO client was full mainframe support
today
– Full ITO hosting services in Xerox Data Center – RIM – Remote Infrastructure Management
– Customer Data Center is managed by Xerox – Full onsite presence for required functions – Xerox owns hardware and software assets – Majority of support provided by global teams
October 17, 2012 Page 58
October 17, 2012 Page 59
– Call/Contact Center staffing – Document processing – Application data entry – Case initiation – Scheduling – Local office staffing – Case management support functions – Fair Hearings support functions – Case maintenance activities – Fraud and Benefit Recovery support functions
October 17, 2012 Page 61
October 17, 2012 Page 62
Xerox Eligibility Systems
Client Applies for Benefits Xerox Eligibility Worker Processes New Application State Case Worker Determines Eligibility
Xerox Eligibility Services
October 17, 2012 Page 63
Six Xerox Call Centers in Florida
– Collapse size of government – Address areas of inefficiency – Look for outsourcing opportunities
– Office consolidations – Self service options
– Allows case managers to manage cases – Hiring freeze
October 17, 2012 Page 65
October 17, 2012 Page 66
CSE – Child Support Enforcement CCAP – Child Care Assistance Program DSNAP – Disaster Food Stamps CDEL – Child Development and Early Learning (Providers) SNAP – Food Stamps F&R – Fraud and Recovery FITAP – TANF CW – Child Welfare
October 17, 2012 Page 67
Average Resolution Rate (Requiring no caseworker response) : 96.8%
October 17, 2012 Page 68
October 17, 2012 Page 69
October 17, 2012 Page 70
October 17, 2012 Page 71
October 17, 2012 Page 72
October 17, 2012 Page 73
October 17, 2012 Page 74
“Xerox’s call center solution…has provided…significant data and critical information that has transformed our case management and identified staff training needs.”
— Kevin J. Boyle, Acting Deputy Commissioner and Director, New York State Office of Temporary and Disability Assistance
– Eligibility Workers – Subject Matter Experts – Learning Services – Enterprise Support
– MBE/WBE Partners – Quality and CQI Methods – Achievement Based Pay – Call Center Expertise – Workflow/Work-Process Redesign
October 17, 2012 Page 76
– Document Processing – Appointment Scheduling – Benefit Recovery – Fraud Investigation – Workflow Management
– MBE/WBE Partners – Quality and CQI Methods – Achievement Based Pay – Call Center Expertise – Workflow/Work-Process Redesign
– Facilities Management – Staff Augmentation – Face to Face
October 17, 2012 Page 77
State and Xerox employees.
in SMART.
information, update client records and prepare case files.
Review and Eligibility Determination.
efficiencies that allow Indiana to improve service.
– Timeliness: Applications completed on time rose from 70% in 2009 to over 90% in
2011.
– Quality: Annual SNAP error rates decreased from 7.0% and 13.6% in 2009 to 2.5%
and 2.7% in 2010 giving the Indiana the Most Improved Award with sustained results through 2012.
– Labor: Eligibility employee counts
(State and Xerox) have remained the same – serving more recipients with better quality and less total resources.
– Transition: The final phase of a two
year, regional Hybrid roll out plan was completed in February 2012 rolling the last 20% of the State onto the new systems and into the Hybrid business model.
October 17, 2012 Page 78
Total Recipients – Indiana Eligibility Program
the eligibility case worker.
– Move non-client facing work to a more efficient, Service Center environment – Put qualified case workers on the phones to address and resolve issues not just answer
questions – ―first call resolution‖
– In Indiana this year, the 1.15 Million clients that spoke to a Xerox worker had their issue
resolved in an average of 14 ½ minutes
unanswered case worker voicemails and follow up requirements
focus on those clients with greatest need or most complicated cases requiring that level
infrastructure (size) requirements
October 17, 2012 Page 79
Statewide (RCC) Summary Year to Date
All Regions 6/30/2012 Statewide Summary Number of Calls Offered 1,147,353 Number of Calls Handled 1,089,854 Percentage of Calls Abandoned 4.65% Average Speed of Answer(ASA)(mm.ss) 1.47 Average Handling Time(AHT)(mm.ss) 14.35
October 17, 2012 Page 80
Topic Allotted Time Participants
Meeting Kickoff 9:00AM – 9:15AM Company and Team Experience (Implementation and O&M) 9:15AM – 10:15AM Break 10:15AM – 10:30AM Project Approach (Implementation and O&M) 10:30AM – 12:00PM Lunch 12:00PM – 1:00PM Solution Overview 1:00PM – 2:00PM Break 2:00PM – 2:15PM Solution Architecture 2:15PM – 3:15PM Break 3:15PM – 3:30PM Functional Requirements 3:30PM – 4:30PM Question and Answer 4:30PM – 5:00PM
October 17, 2012 Page 82
Topic Allotted Time Participants
Meeting Kickoff 9:00AM– 9:15AM Company and Team Experience (Implementation and O&M) 9:15AM– 10:15AM Break 10:15AM– 10:30AM Project Approach (Implementation and O&M) 10:30AM– 12:00PM Lunch 12:00PM– 1:00PM Solution Overview 1:00PM-2:00PM Mark Mayo Joel Schensul, Account Executive Bill Majorossy, Project Manager Achim Suit, Lead Architect Kim Shaver, Subject Matter Expert Jeff Valentine, Subject Matter Expert Paul Hencoski, Subject Matter Glenn Miller, Subject Matter Expert Dustin Nguyen, Subject Matter Expert Break 2:00PM– 2:15PM Solution Architecture 2:15PM- 3:15PM Break 3:15PM– 3:30PM Functional Requirements 3:30PM– 4:30PM Question and Answer 4:30PM – 5:00PM
– Supports client-centric
service delivery model
– Enables the State to meet
ACA requirements and timelines
– Supports Department goals
as given in the ITN
– Includes value-added innovations – Brings together industry leading
partners including Xerox, Oracle, CAI, and KPMG
October 17, 2012 Page 83
Meeting Florida’s Business and Technical Requirements
(e.g., document management)
and windows
Conditions Compliant
– Xerox Integrated Eligibility System (IES) – Worker Portal (IES) – Self-Service Portal (Now Serving You) – Suite of proven COTS products performing critical functionality, e.g.,
MDM, OPA, CA SiteMinder, etc.
– Proven set of design concepts and patterns, e.g., case modeling, data
versioning, etc.
– Reference applications and artifacts available for re-use
October 17, 2012 Page 84
October 17, 2012 Page 85
– Built with Java-based technologies – Runs on a server based, Web-enabled, Java platform – Accessible via the Internet or an intranet – Employs user interfaces running in a browser or mobile device
October 17, 2012 Page 86
October 17, 2012 Page 87
October 17, 2012 Page 88
October 17, 2012 Page 89
October 17, 2012 Page 90
October 17, 2012 Page 91
October 17, 2012 Page 92
October 17, 2012 Page 93
October 17, 2012 Page 94
October 17, 2012 Page 95
October 17, 2012 Page 96 Eligibility Determinations Report
October 17, 2012 Page 97
October 17, 2012 Page 98
October 17, 2012 Page 99
October 17, 2012 Page 100
October 17, 2012 Page 101
October 17, 2012 Page 102
October 17, 2012 Page 103
October 17, 2012 Page 104
October 17, 2012 Page 105
October 17, 2012 Page 106
October 17, 2012 Page 107
October 17, 2012 Page 108
October 17, 2012 Page 109
October 17, 2012 Page 110
October 17, 2012 Page 111
October 17, 2012 Page 112
Topic Allotted Time Participants
Meeting Kickoff 9:00AM – 9:15AM Company and Team Experience (Implementation and O&M) 9:15AM – 10:15AM Break 10:15AM – 10:30AM Project Approach (Implementation and O&M) 10:30AM – 12:00PM Lunch 12:00PM – 1:00PM Solution Overview 1:00PM – 2:00PM Break 2:00PM – 2:15PM Solution Architecture 2:15PM – 3:15PM Break 3:15PM – 3:30PM Functional Requirements 3:30PM – 4:30PM Question and Answer 4:30PM – 5:00PM
October 17, 2012 Page 113
Topic Allotted Time Participants
Meeting Kickoff 9:00AM– 9:15AM Company and Team Experience (Implementation and O&M) 9:15AM– 10:15AM Break 10:15AM– 10:30AM Project Approach (Implementation and O&M) 10:30AM– 12:00PM Lunch 12:00PM– 1:00PM Solution Overview 1:00PM-2:00PM Break 2:00PM– 2:15PM Solution Architecture 2:15PM- 3:15PM Mark Mayo Joel Schensul, Account Executive Bill Majorossy, Project Manager Achim Suit, Lead Architect Kim Shaver, Subject Matter Expert Jeff Valentine, Subject Matter Expert Shawn Dietrich, Subject Matter Expert Paul Hencoski, Subject Matter Expert Glenn Miller, Subject Matter Expert Dustin Nguyen, Subject Matter Expert Break 3:15PM– 3:30PM Functional Requirements 3:30PM– 4:30PM Question and Answer 4:30PM – 5:00PM
October 17, 2012 Page 114
October 17, 2012 Page 115
Core Products Used: Core Technologies Used:
October 17, 2012 Page 116
– Security Gateway – Externalized security layer – Presentation – Web-based UI with no machine footprint – Business Logic – Java based components handling data access,
application logic, rules execution, etc.
– Database – Handles all data persistence (Oracle 11g)
October 17, 2012 Page 117
October 17, 2012 Page 118
October 17, 2012 Page 119
October 17, 2012 Page 120
October 17, 2012 Page 121
October 17, 2012 Page 122
October 17, 2012 Page 123
October 17, 2012 Page 124
October 17, 2012 Page 125
October 17, 2012 Page 126
October 17, 2012 Page 127
October 17, 2012 Page 128
Topic Allotted Time Participants
Meeting Kickoff 9:00AM – 9:15AM Company and Team Experience (Implementation and O&M) 9:15AM – 10:15AM Break 10:15AM – 10:30AM Project Approach (Implementation and O&M) 10:30AM – 12:00PM Lunch 12:00PM – 1:00PM Solution Overview 1:00PM – 2:00PM Break 2:00PM – 2:15PM Solution Architecture 2:15PM – 3:15PM Break 3:15PM – 3:30PM Functional Requirements 3:30PM – 4:30PM Question and Answer 4:30PM-5:00PM
October 17, 2012 Page 129
Topic Allotted Time Participants
Meeting Kickoff 9:00AM– 9:15AM Company and Team Experience (Implementation and O&M) 9:15AM– 10:15AM Break 10:15AM– 10:30AM Project Approach (Implementation and O&M) 10:30AM– 12:00PM Lunch 12:00PM– 1:00PM Solution Overview 1:00PM-2:00PM Break 2:00PM– 2:15PM Solution Architecture 2:15PM- 3:15PM Break 3:15PM– 3:30PM Functional Requirements 3:30PM– 4:30PM Mark Mayo Joel Schensul, Account Executive Bill Majorossy, Project Manager Kim Shaver, Subject Matter Expert Jeff Valentine, Subject Matter Expert Glenn Miller, Subject Matter Expert Dustin Nguyen, Subject Matter Expert Geoff Duckwall, Subject Matter Expert
October 17, 2012 Page 130
Topic Allotted Time Participants
Meeting Kickoff 9:00AM – 9:15AM Company and Team Experience (Implementation and O&M) 9:15AM – 10:15AM Break 10:15AM – 10:30AM Project Approach (Implementation and O&M) 10:30AM – 12:00PM Lunch 12:00PM – 1:00PM Solution Overview 1:00PM – 2:00PM Break 2:00PM – 2:15PM Solution Architecture 2:15PM – 3:15PM Break 3:15PM – 3:30PM Functional Requirements 3:30PM – 4:30PM Question and Answer 4:30PM – 5:00PM