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 Here
Agenda – Day 1
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
Agenda – Day 1
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
The Xerox Team
October 17, 2012 Page 4
Xerox Overview
October 17, 2012 Page 5
Xerox
• Headquartered in Norwalk, Connecticut
• 140,000 employees worldwide
• Sales of $22 billion – the world‘s largest enterprise for business process and document management
• Over 50% of revenue comes from services
Human Services
• Eligibility
• Medicaid
• Children‘s Insurance
• Child Support
• Child Care
• EBT, WIC EBT, EPC
Florida Experience and Commitment
October 17, 2012 Page 6
Government Solutions
Center of Excellence
Transportation Technology Center
KPMG Florida
Offices
• KPMG
– 145,000 employees worldwide
– 3,000 professionals in the U.S. focused on serving the public sector
• Commitment to the State of Florida
– 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
KPMG Overview
October 17, 2012 Page 7
KPMG Relevant Experience
October 17, 2012 Page 8
572 Trained forensic
professionals 50 Percent of HHS
program dollars
KPMG reviews
1000 Employees
focused on
government
5 Previous projects
serving DCF 22 Average years of
experience of
our team
13 Number of multi–
location Florida
projects
30k Number of users
being trained on
one project 20
States we have
assisted with system
implementations
4 States where KPMG
and Xerox are working
together to bring
world-class solutions
to clients
16 U.S. states implementing HHS
Eligibility Modernization Initiatives
with KPMG‘s help
KPMG‘s Market Leading Integrated
Eligibility Experience
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
• Business Process Re-engineering
– Nine experienced process designers aligned with the design team to provide continuity across the implementation
• Organizational Change Management
– Trained communication designers with experience in Florida to ease the transition for employees and stakeholders
• Training
– Trainers using research-based adult learning techniques, provided in real time, to prepare users for their new tools
KPMG Contribution
October 17, 2012 Page 10
• Market Leadership:
– Public Sector, Healthcare, Insurance, Retail, Financial Services
• $19B in product R&D over the past 7 years
• Alignment with Federal Guidance for Exchanges and Eligibility
• Sponsorships: HIMSS, ISM, and MESC
• Committee Participation:
– WC3, HL7, NIEM
– NGA/NASCIO/NACO Healthcare Workgroup
– Medicaid Information Technology Architecture
• Committed Partnership with Xerox:
– Provides Solution Architects, Training, Technical Troubleshooting, Expedited Support, Partner Collaboration, User Conferences, and Feedback into the Product Roadmap
– Large ecosystem of certified, trained professionals
Oracle Overview
October 17, 2012 Page 11
Why Choose the Oracle
Technology Platform?
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
• Privately held IT Consulting Firm, founded 1981 in Allentown Pennsylvania
• Over $340M annual revenue
• 3,000 associates primarily focused on IT
• More than 30 Offices U.S. cities
• CAI Clientele:
– Fortune 1000/500 Companies
– State/City/County agencies
– U.S. Federal Government
• Run IT Metrics and Productivity Institute (ITMPI) and CAI-U
• Approximately one-third of CAI Practitioners are Certified Project Management Professionals (PMP)
Over the past 10 years, 94% of our projects have been completed on time or early.
CAI Overview
October 17, 2012 Page 13
• Relevant CAI Clients: – 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)
CAI Relevant Experience and Capabilities
October 17, 2012 Page 14
• Project Management Office
– Trained project managers and Certified Project Management Professionals with experience managing large IT projects to reduce overall project risk
CAI Contribution
October 17, 2012 Page 15
• Application Maintenance Services
– Extensive resource pool of IT professionals to augment the ―re-badged‖ staff to accelerate transition and reduce increase O&M performance
• Performing system development and legacy system O&M
• Florida-based company in business for 13 years
• Specializes in integrated computing solutions for numerous clients, with a primary focus on customized software applications and network and database design and integration for the public sector
KLC Consulting Overview
October 17, 2012 Page 16
KLC Consulting, Inc.
KLC Consulting Relevant Experience
October 17, 2012 Page 17
3 Major DCF System
implementations with KLC
assistance – FLORIDA,
ACCESS, SACWIS
Current active State
Agency/Department
projects 50+
Employees
focused on
government
20 Prior successful
DCF IT projects 5 Prior successful DCF
management
consulting projects 2
On-going projects
currently in support
of DCF
Locally Owned Tallahassee, Florida Small
Business Entity 13
Year history working
as a business partner
with DCF Team and individual
winners of Prudential
Davis Productivity
Awards for FLORIDA
System run time
improvements 13 State Agency active TERMS contracts
42
• Web-based Browser, Client/Server, and Mainframe Design, Development, Testing and Deployments
• Business and Technical Project Management
• Executive Information Systems, Business Intelligence, Data Warehousing, and Reporting Solutions
• Systems Architectural Design and Implementation
• Network and Database Modeling/Design and Deployment
• Systems Life Cycle Development
• Quality Assurance Services
• Database Modeling, Design, and Development
• Business Analysis and Design
KLC Consulting Contribution
October 17, 2012 Page 18
―Not Just a System – A Solution‖
October 17, 2012 Page 19
Agenda – Day 1
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
Agenda – Day 1
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
DDI Project Approach
Project Schedule
October 17, 2012 Page 23
Two Releases Medicaid/Full IES
Project Schedule
October 17, 2012 Page 24
Release 1 Timeline
Project Schedule
October 17, 2012 Page 25
Two Releases Medicaid/Full IES
Project Schedule
October 17, 2012 Page 26
Release 2 Timeline
System Development Life Cycle
The Xerox System Development
Lifecycle (SDLC)
October 17, 2012 Page 28
Define Phase – Requirements Analysis
October 17, 2012 Page 29
Tracing Requirements to Test Scripts
October 17, 2012 Page 30
Design Phase
October 17, 2012 Page 31
Development Phase – Construction
October 17, 2012 Page 32
Testing Phase
October 17, 2012 Page 33
Data Conversion
October 17, 2012 Page 34
Implementation Phase
October 17, 2012 Page 35
Organizational Change
Management and Business
Process Re-engineering
Successful OCM results in a workforce that is engaged, understands, accepts, and owns the changes it will make to its own organization.
Organizational Change Management (OCM)
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
Radical Engagement with the Business and
Stakeholders
October 17, 2012 Page 38
• Validate requirements
• Re-engineer processes
• Perform Job Impact Analysis
Requirements and Design
• Re-engineered processes become test scripts
• Testers validate change benefits
Testing and Knowledge Transfer
• Test scripts become training scenarios
• Test data becomes training data
• Lead testers help 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
• Create the case for change
• Change Risk Analysis
• Job Impact Analysis
• Change Leadership
• Stakeholder Management
• Involvement Strategies
• Organizational Integration
• Benefits Realization
• Workforce Transformation
Stakeholder Acceptance
October 17, 2012 Page 39
Awareness
Understanding
Buy-In/Action
Advocacy
Sta
keh
old
er
Un
ders
tan
din
g
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!‖
Training
Training Delivery – Tailored to Users
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 one to two hours of 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
online help. This will ensure that the end users can access the presentations, end user
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.
Courseware – Tailored to Users
October 17, 2012 Page 42
Presentations
Exercise
Guides
Online Help
Process
Flows
QRCs
WBT
Course Components
Training Development and Delivery
October 17, 2012 Page 43
Objectives
• Onboard the Team
• Develop Training
Project Plan
• Identify Project
Training Needs
• Gain Training
Strategy and Plan
Agreement
• Develop Training
Requirements and
Tools
• Develop Training
Program
• Build Training
Courseware
• Implement Training
Schedule
• Enroll Training
Participants
• Deliver Training
• Monitor and
Evaluate Training
• Address Training
Issues
Key Activities
• Assess Training
Needs
• Conduct Interviews
• Conduct Surveys
• Develop Training
Strategy and Plan
and Obtain
Agreement
• Design Training
Standards, Tools
and Templates
• Detail Reqs for
Trainers, Facilities
and Equipment
• Define Training
Curricula
• Develop Web-based,
Instructor-led, Virtual
Instructor-led and
On-the-Job Training
Courses
• Schedule and Enroll
Participants
• Conduct Web-based,
Instructor-led, Virtual
Instructor-led and
On-the-job Training
Courses
• Track Compliance
and Deliver Training
Reports to
Management
• Assess Training
Materials, Trainers,
and Delivery
• Monitor and Address
Reported Training
Issues
• Revise Training
Program as Needed
1. PLAN 2. DESIGN 3. BUILD 4. IMPLEMENT 5. MONITOR
O&M Application
Support Approach
Operations & Maintenance Approach
October 17, 2012 Page 45
O&M Management
October 17, 2012 Page 46
Xerox‘s Quantitative Performance Approach
October 17, 2012 Page 47
O&M Transition
October 17, 2012 Page 48
O&M Infrastructure
Management Approach
Legacy FLORIDA ACCESS Transition
Approach
October 17, 2012 Page 50
Dedicated Transition Organization
Rigorous Planning and Defined Governance
Structured, Proven Transition Methodology
Structured and Proven Transition
Methodology
October 17, 2012 Page 51
• Current FLORIDA ACCESS
• DDI
• New FLORIDA ACCESS
Operations and Maintenance
October 17, 2012 Page 52
Infrastructure Timeline
October 17, 2012 Page 53
• Problem, incident, change, and configuration management
• 24/7 help desk support
• Onsite support
• Performance SLAs begin after transition
• Batch processing management
• Performance and capacity management
• Database administration
• Preventative maintenance
• Manage all maintenance updates
• Manage all software upgrades
Legacy FLORIDA ACCESS O&M
October 17, 2012 Page 54
• Manage change
• Virtual Servers allow for a flexible and reliable solution.
• Mid Range team with primary O&M responsibility
• Integrated Development and Infrastructure support
• Internal SLAs to maintain focus that the Development environment, even though extremely fluid, is critical given the aggressive schedule
DDI Operations & Maintenance
October 17, 2012 Page 55
• To commence after all sites have been fully deployed and accepted
• Preventative maintenance
• Problem, incident, change, and configuration management
• Proactive performance management
• Database administration
• System administration; servers, storage, and application
• Security management
• Manage all maintenance updates
• Manage all software upgrades (COTS and new FLORIDA ACCESS solution)
• 24/7 help desk support
• Onsite support
• Performance SLAs begin
FLORIDA ACCESS Replacement O&M
October 17, 2012 Page 56
Global Delivery Management – Innovation
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
• Data Center
• Mainframe
• Midrange
Full Service Provider
• Security
• Service Desk
• Desktop
Cordoba
• Storage and
Backup
• Network
• Disaster
Recovery
Charlotte
Bangalore
AmberGlen
Krakow
22 Xerox-owned sites 500 Locations, 160 countries Global Production Model
• Xerox roots are in Mainframe Services
– First ITO client was full mainframe support
• This system continues to run in our Dallas Data Center today
• Three service delivery models
– Full ITO hosting services in Xerox Data Center
– RIM – Remote Infrastructure Management
• Support client systems in client Data Center
• Minimal touch labor
• Uses global support teams for all areas of support
• FMA – Facilities Management Assets
– 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
Innovation – Mainframe Service Delivery
Options
October 17, 2012 Page 58
Business Continuity and Disaster Recovery
Framework
October 17, 2012 Page 59
Eligibility Managed Services
• BPO Services
– 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
Eligibility Managed Services
October 17, 2012 Page 61
Integrated Eligibility and Case Management
Portfolio
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
U.S. Call Centers (101)
October 17, 2012 Page 63
Six Xerox Call Centers in Florida
Eligibility Transformation
Case Study: Louisiana DCS
Call Center Services Expansion
2011 – 2012
• Change in administration/new directives:
– Collapse size of government
– Address areas of inefficiency
– Look for outsourcing opportunities
• Service delivery redesign:
– Office consolidations
– Self service options
• Resource challenges:
– Allows case managers to manage cases
– Hiring freeze
• Provide ―no wrong number‖ for customers, regardless of their case location or program involvement
Why it Was Needed?
October 17, 2012 Page 65
IVR Containment – YTD 2012
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
Resolution Rates – YTD 2012
October 17, 2012 Page 67
Average Resolution Rate
(Requiring no caseworker response) : 96.8%
• Multi-channel (phone, email, fax, Web chat) VoIP Suite
• Call and screen recording
• Integrated QA: calls are scored while listening to call recording
• After-call survey: offered to callers upon transfer from the IVR
• Reports
• Workforce management tools: automated scheduling and dashboards
• Customization available for each program‘s call queues
• Hosted platform with built-in disaster recovery
• Leveraged for Louisiana customer to centralize child abuse/neglect intake using ‗virtual‘ agents
Customer Interaction Center Overview
October 17, 2012 Page 68
CSR Landing Page
October 17, 2012 Page 69
Work Order / Service Request Process
October 17, 2012 Page 70
Inquiry Resolution Tracking
October 17, 2012 Page 71
Reports
October 17, 2012 Page 72
Knowledge Base Tool
October 17, 2012 Page 73
Business Analytics Toolkit
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 Transformation
Case Study: Indiana FSSA
Hybrid Public/Private Partnership
2009 – 2012
• 1,835 Xerox Contract Staff:
– Eligibility Workers
– Subject Matter Experts
– Learning Services
– Enterprise Support
• Leveraging Xerox Services:
– MBE/WBE Partners
– Quality and CQI Methods
– Achievement Based Pay
– Call Center Expertise
– Workflow/Work-Process Redesign
Indiana Eligibility: Summary of Xerox Team
October 17, 2012 Page 76
• Centralized Processing:
– Document Processing
– Appointment Scheduling
– Benefit Recovery
– Fraud Investigation
– Workflow Management
• 10 Regional Service Centers:
– MBE/WBE Partners
– Quality and CQI Methods
– Achievement Based Pay
– Call Center Expertise
– Workflow/Work-Process Redesign
• 100 Local Offices:
– Facilities Management
– Staff Augmentation
– Face to Face
The Indiana Hybrid Service Model
October 17, 2012 Page 77
• Local Office is staffed by both
State and Xerox employees.
• One training team.
• All workflows are integrated
in SMART.
• Xerox Teams collect information, update client records and prepare case files.
• State workers perform Case Review and Eligibility Determination.
• In spite of large client volume increases, the Hybrid Model has led to 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.
Volume Results – Indiana
October 17, 2012 Page 78
Total Recipients – Indiana Eligibility Program
• Call Center/Service Center workers augment – but need not replace – 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
• This service mitigates an overflow of unanswered case worker voicemails and follow up requirements
• Allows the Face-to-Face Case worker role to focus on those clients with greatest need or most complicated cases requiring that level of service
• Reduces overall local office labor cost and infrastructure (size) requirements
Call Center Strategies That Work
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
Agenda – Day 1
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
Lunch
Agenda – Day 1
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
• A solution for Florida that:
– 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
Solution Overview – Introduction
October 17, 2012 Page 83
Meeting Florida’s Business and
Technical Requirements
• Modern Integrated Eligibility System
• Support for all major federal programs
• Service delivery and work efficiencies
• Interoperability with support systems
(e.g., document management)
• Pre-built and configurable workflows
and windows
• Service Oriented Architecture (SOA)
• MITA and CMS Seven Standards and
Conditions Compliant
• Primary elements of the Xerox solution are:
– 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
Solution Overview – Primary Elements
October 17, 2012 Page 84
Solution Overview – 30,000 Foot View
October 17, 2012 Page 85
• Our solution is a 100% Web-based system:
– 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
Solution Overview – Web-Based Architecture
October 17, 2012 Page 86
Our worker portal provides a full complement of functionally enabling State staff to fulfill daily responsibilities, e.g., intake, application processing, case management, etc.
Solution Overview – Worker Portal
October 17, 2012 Page 87
Our self-service portal (Now Serving You) accommodates self-service interaction for applicants, recipients, and authorized representatives.
Solution Overview – Self-Service Portal
October 17, 2012 Page 88
Solution Overview – 30,000 Foot View
October 17, 2012 Page 89
• Architected and designed specifically as case management and eligibility solution for HHS
• Pre-defined, configurable workflows supporting key business functions
• Automated eligibility determination for the State‘s integrated set of programs
• Real-time validation & verification, e.g., address validation, SSN validation (SOLQ I), interface with Federal Hub
• Focusing on efficiency and not disrupting service delivery, e.g., event-driven auto assignment of cases and tasks, manual reassignment of tasks, reassign entire caseloads, caseload leveling, etc.
Solution Overview – Case Management
October 17, 2012 Page 90
Electronic Case Folder (ECF) – container for all data and activity related to a household.
Solution Overview – Case Management
October 17, 2012 Page 91
• Event driven alert generation by online, interface, and batch processes notifying staff through-out case lifecycle
• Real-time data views providing targeted, dynamic work lists for worker activities
• Intra-application messaging component for staff to communicate about clients/cases
• Recognizes three types of data for capturing and editing purposes – mandatory, required, and optional
• Scheduling and calendaring component enabling effective workload distribution and improved service delivery
Solution Overview – Workflow Management
October 17, 2012 Page 92
Sample of workflow driver – alerts
Solution Overview – Workflow Management
October 17, 2012 Page 93
Solution Overview – 30,000 Foot View
October 17, 2012 Page 94
• Solution integrates the Oracle Policy Automation (OPA) as its rules engine
• OPA designed to transform policy into executable business rules for HHS domain
• Performs eligibility determination and benefit calculation (EDBC) for online and batch processing
• Same set of rules used across applications
• Support effective dating to recognize different rule sets for different months
• We harvest existing rules (MAGI, Medicaid, SNAP, TANF) from reference applications
Solution Overview – Business Rules Engine
October 17, 2012 Page 95
OPA produces decision report – full audit trail of how a determination was reached.
Solution Overview – Business Rules Engine
October 17, 2012 Page 96
Eligibility Determinations Report
• Performed using OPA
• Provides full-cycle, business-centric management for business rules
• Natural-language authoring capabilities, allow business rule creation and maintenance using Microsoft Word and Excel
• Business staff (not programmers) create and maintain business rules – thus reduced reliance on technical staff
• Includes debugging, regression testing, and what-if analysis for policy changes
Solution Overview – Policy/Rules
Management
October 17, 2012 Page 97
OPA enables the State to implement a business-centric approach to policy implementation.
Solution Overview – Policy/Rules
Management
October 17, 2012 Page 98
Solution uses Oracle 11g as the RDBMS. Data is accessed only via the native application or via secured SOA services.
Solution Overview – Relational Database
October 17, 2012 Page 99
Solution integrates Oracle Master Data Management (MDM) for a Master Client Index (MCI) and positions the Department for additional master data management capabilities.
Solution Overview – Master Data
Management
October 17, 2012 Page 100
Solution Overview – 30,000 Foot View
October 17, 2012 Page 101
• Implements modern real-time interfaces using Web services, and provides flexible scheduling for batch interfaces
• Supports federally mandated interfaces; many state interfaces are transferable from other implementations with minor changes
• Facilitates secure import/export of data to data sharing partners using encryption
• Implements real-time interfaces for data validation/ verification, e.g., address validation, SOLQ-I, Federal Data Hub
• Capability to interface with a State Based Exchange or Federally Facilitated Exchange (FFE)
Solution Overview – Interfaces
October 17, 2012 Page 102
Our solution facilitates transmissions from the FFE; our team understands the possible touch points between the FFE and the State.
Solution Overview – Interfaces
October 17, 2012 Page 103
• CA SiteMinder creates audit logs for all security related activity across all applications. Data is stored and reported against using SiteMinder or Actuate.
• Uses Apache Log4J as general application logging tool that provides ability to log and audit every application transaction
• All database tables include audit columns to record user ID and timestamp for every data add/change
• Solution includes compliance reports to address HIPAA requirements for activity monitoring and auditing
Solution Overview – Auditing
October 17, 2012 Page 104
Sample of specialized auditing summary
Solution Overview – Auditing
October 17, 2012 Page 105
Department Goal #1 – Universal Eligibility
• Being specifically architected and designed for integrated eligibility
• Business rules engine with integrated set of rules supporting all programs – supporting automated EDBC
• All data entered once and used across all applications, programs, and services
• Provides a framework and solution to add additional programs in the future
Solution Overview – Meeting Department Goals
October 17, 2012 Page 106
Department Goal #2 – Workflow Efficiencies and Error Reduction
• Event driven notification to workers
• Business staff control of workflows
• Design patterns expediting workflows, e.g., Question and Answer Navigators, recognition of mandatory/required/ optional data
• Supports views of data – approved vs. unapproved
• Implementation of MDM functionality
Solution Overview – Meeting Department Goals
October 17, 2012 Page 107
Department Goal #3 – Improved Communications
• Event driven alert generation by online, interface, and batch processes notifying staff through-out case lifecycle
• Real-time data views providing targeted, dynamic work lists for worker activities
• Intra-application messaging component for staff to communicate about clients/cases
• Event driven correspondence generation to customers and stakeholders, e.g., notices, IVR
• Monitors anticipated customer response/compliance and takes appropriate action based on program rules
Solution Overview – Meeting Department Goals
October 17, 2012 Page 108
Department Goal #4 –Performance Measurement and Quality Management
• Incorporates reporting and analytics tool – Actuate; existing reports supporting goal
• Flexible access to current Production data
• Sophisticated logging to support this goal
• Provides suite of Quality Control/Quality Review (QC/QR) functionality
• Includes reports/interfaces for mandated federal reporting – we leverage same components built for other implementations
Solution Overview – Meeting Department Goals
October 17, 2012 Page 109
Department Goal #5 – Program Integrity
• Error prone profiling – data profiling and data aggregation for quality management, error reduction, and fraud detection
• Fully automated EDBC functionality that ensures consistency and adherence to policy
• Full cycle control of policy implementation by business staff
• Enhanced name screening/identity resolution limiting duplicate and fraudulent clients
• Improved quality of case data, e.g., real-time data validation, address matching
Solution Overview – Meeting Department Goals
October 17, 2012 Page 110
Department Goal #6 – Funding
• Provides ability to support ongoing reporting requirements necessary to secure state and federal funding approval
• Data for such reports can be harvested from new system database or from the State‘s data warehouse
Solution Overview – Meeting Department Goals
October 17, 2012 Page 111
Agenda – Day 1
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
Agenda – Day 1
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
A modern, flexible solution architecture:
• Modular architecture that is 100% Web-based
• Proven Integrated Eligibility System (IES)
• Industrial strength COTS rules engine
• Enabled for Web and Service-Oriented Architecture (SOA) – integrated Enterprise Service Bus
• Meets Medicaid Information Technology Architecture (MITA) maturity goals
• Satisfies requirements for enhanced Federal Financial Participation (FFP)
Solution Architecture – Introduction
October 17, 2012 Page 114
Solution Architecture – Core Products/
Technologies
October 17, 2012 Page 115
Core Products Used:
Core Technologies Used:
• Xerox IES • Oracle WebCenter
• Apache Web Server • Oracle WebLogic (App Server)
• Oracle Database 11g (w/RAC) • Computer Associates (CA) SiteMinder
• Actuate (Reporting) • Oracle CRM on Demand
• Oracle Service Bus (ESB) • CA Workload Automation
• Java EE • Java
• XHTML • XML
• JavaScript • Asynchronous JavaScript & XML (AJAX)
Leverages enterprise-class Oracle product
Solution Architecture – Oracle Influence
October 17, 2012 Page 116
• N-tier distributed processing model with delineated hardware and software tiers
• Forces separation of functionality among macro software layers – enabling a flexible solution that allows for scaling and improved performance:
– 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)
• Service-Oriented Architecture orchestrated using an ESB
Solution Architecture – Software Architecture
October 17, 2012 Page 117
Solution Architecture – Software Architecture
October 17, 2012 Page 118
High level n-tiered physical architecture
Solution Architecture – Hardware Architecture
October 17, 2012 Page 119
Solution Architecture – Case Architecture
October 17, 2012 Page 120
• Externalized security layer for authentication & authorization of all users (CA SiteMinder) – supports single sign-on
• Internal security layer to apply business-level authorizations
• Every registered user, internal and external, has a unique user identifier
• Password stored on LDAP
• Supports 128-bit HTTP/S (Secure Socket Layer – SSL) encryption
• Supports secure file transport protocol (SFTP) mechanisms for file transfers
Solution Architecture – Security Architecture
October 17, 2012 Page 121
Authentication and authorization paths
Solution Architecture – Security Architecture
October 17, 2012 Page 122
• Relational, highly normalized, and client-centric data model
• Data integrity maintained using referential and constraint features of Oracle
• Employs versioning (as-of dating), effective-dating, verification management, and audit trail
• No physical deletes – only logical deletes
• Denormalization used when necessary and generally only for performance improvement
• Recognizes layers of data – approved vs. unapproved
Solution Architecture – Database Architecture
October 17, 2012 Page 123
Solution uses Oracle 11g as the RDBMS. Data is accessed only via the native application or via secured SOA services.
Solution Architecture – Database Architecture
October 17, 2012 Page 124
Solution Architecture – Release 1 Architecture
October 17, 2012 Page 125
Solution Architecture – Release 2 Architecture
October 17, 2012 Page 126
• Flexible, scalable architecture that facilitates a solution that aligns with Department‘s goals
• Establishes a modern, Web-based enterprise architecture comprised of market leading core technologies coupled with an integrated set of proven COTS products
• Leverages Internet and advanced technologies to not just automate, but to fundamentally change how services are delivered
• Leverages an evolving platform and product set backed by vendors dedicated to the HHS domain
Solution Architecture – Benefits for the
Department
October 17, 2012 Page 127
Agenda – Day 1
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
Agenda – Day 1
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
Agenda – Day 1
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
Thank You