NM DWS Technical Overview UIA

State to State Sharing with: ColoradoOklahoma

Oregon

Agenda

• Organization & Work

• Systems and Network Architecture

• Application Architecture

• Change Management – O&M and Projects

• PMO & Projects

• Recommendations

Department of Workforce SolutionsWorkforce Technology Division

Workforce Technology Division

Sue Anne AthensCIO

00009424

Infrastructure Technical Manager II

00009488

PMO & ARTSEric Aragon

PM IV00009370

App Dev & Prod SupportTim Cummins

APP Dev Mgr II00009485

Information AssurancePhil Zamora

Technical Architect

Network/Security

00051098

IT Security and Compliance Ron Martinez

Security Compliance Mgr00009685

Administrative AssistantDeonna Hernandez

00009346

Jing WangIT APP DEV 3

00009534

John MarquezIT APP DEV 3

00009493

Kurt WolfeIT APP DEV 3

00009485

Jules DuboisIT APP DEV II

00009611

John JolleyIT APP DEV II

00009484

Aaron SanchezIT APP DEV II

00050182

VACANTIT APP DEV II

00009490

Kat LoweyIT APP DEV I

00009483

Lynn CarrierIT Business Analyst II

10108981

Julie Lopez-CasausIT Business Analyst II

0000940

Jeff DaughtertyIT QAA II

00009464

Tiara GrantQA III

00009481

Tikasha M cConnellIT PM II

10108980

Lana Mason IT End User Support

Supervisor

00009477

Jennifer ClarkIT End User Support II

00009439

Elizabeth GutierrezEnd User Support I

00009416

Malachi ColemanIT End User Support 1

10109782

Tera HutchinsonIT End User Support II

10107533

Demitris GainesIT End User Support 1

00009661

Jude ValenzuelaIT End User Support 1

10109781

Dan VigilIT Sys Admin. IIITechnical Lead

00009716

Ted GrycelIT Sys Admin II

10107181

Will DurdenIT Sys Admin II

00010058

Tara MontanoIT Sys Admin I

10107532

Rocky GarciaIT Network Adm II

10107179

Anthony M aestasIT DBA II

00009371

VACANTIT DBA III

10107182

Francine Teran Records Clerk AO-A

00009995

Darlene SzmanskiRecords Clerk AO-A

00009561

Teri MartinezOffice Clerk GEN_O

00051103

Joe GelabertComputer Operator-A

00009414

Jose MarrufoMail Clerk/Mail M ac-

A

10107378

Raul QuintanillaPurchasing Agent - A

00009394

Procurement & CA McAfee-Cruz

CPO – Purchasing Agent Mgr0009367

Glen GamacheBusiness Ops Spec.

00009987

John HudsonProject Manager III

UI Tax & Claims System00009646

RPMSRamona Griego

Service Mgr00009560

MMC (TEMP VACANT)

Purchasing Supervisor

00009394

VACANTIT PM III

10108979

Specific Project Based support secured as needed based on resources with multiple contractors and vehicles

Daily O&M

Keeping the Lights On

– Batch Watch

– DB BackUp, Refresh

– Multiple Environments

– Patching, Upgrades, Storage

– Technical Support Team – front line

– Production Support – 2nd tier investigation and resolutions

– Security Oversight

– Monthly Builds

– App Dev

– PMO/ARTS

UIA Application Technical Overview

• Presentation Tier

• Integration Tier

• Business Tier

• Data Tier

• Batch Environment

uFACTS Technical Framework – Application Architecture

UIA Technical - Features

Comprehensive Application Architecture

– Integrated Benefits and Tax Application

– Multi-tiered (Presentation, Service, Integration and Information)

– Multiple channels of access (Online, IVR, Mobile)

– Services based (business and technical)

Pre-built integration with leading third-party applications

– Document Management/Workflow: FileNet

– Address Validation: USPS

– Loosely coupled

Pre-built web services integration with Federal agencies

– ICON, SSA, Homeland Security, SIDES, TOPS

Tools to automate development tasks

– Visual code generation

– Streamlined data collection

Correspondence Generation

Architecture

– Correspondence documents modeled as WYSIWYG templates and

stored in XML format (XForms)

– Templates repository stored in an external source (Database, file

system)

– Template merged with correspondence data at runtime and

transformed to PDF and/or printer formats

Features/Benefits

– Multi-output support (PDF, VIPP)

– Documents printed with Integrity marks (barcode, OMR),

header/trailer pages

Document Management

Architecture– Mailed or faxed documents processed using FileNet’s document

intake tool ‘Capture Professional’

– Scanning personnel create batches in Capture Professional to process both mailed and faxed documents

– Outbound documents are bar coded and when the document is received back the system will automatically index and/or assign to workflow queue

– Ad-hoc documents received are placed in indexing workflow for staff to act upon

• Features/Benefits– All documents are accessible from within the system (no need to

access imaging system separately)

– Annotation functionality is supported

– High volume and high performance output

Technical Framework – Workflow

Architecture

• Workflow automates specific business processes

• Uses FileNet Business Process Manager for its workflow functionality

• Seamless integration with the UIA

• Workflow items are either pushed to or pulled by the system user

Features/Benefits• Workflow can be assigned to groups, individuals or

administrators

• Workflow history and performance can be tracked

• Document Images and other system generated documents can be attached to workflow (seamless integration with content manager)

Technical Framework – Batch

Data Architecture – Features/Benefits

Database Architecture

– Integrated data model for UI tax and benefits

– Relational database design

– Normalized database

– Referential integrity enforced

– Indexes for optimal access paths

– Partitioning of tables, as appropriate for optimal access paths

– Use of sequences,views (triggers and stored procedures not used)

– Encryption/hashing of private data

– System-generated claimant ID (instead of SSN)

Database Design Process

– Database Design Standards

– Database Change Management Process

– Database Design Team Members (Team Leads, Data Architect, DBA and Technical Architect)

Technical Framework – Data Architecture

Other Data Stores

– LDAP for user/role data

– FileNet for documents and images

– File System for batch/ftp/online upload/download files

– Data stored by logical groupings in FileNet and the File System

Reporting Database – NEW not part of original design

– Copy of transactional database (periodic data copy)

– Additional indexes to support querying

– Limited data transformation to enhance query

performanceTransactional

Database

Reporting

Database

Technical Framework – SOA/Interfaces

Web Service-based Integration– Interfaces for ICON, SSA, and Homeland Security

– Business services can be exposed as web services following SOA standards

– Secure HTTP communication

– Real-time integration with other internal/external systems

File-based Integration– Relies upon high-volume parallel batch processing capabilities

– Together with scheduling tool provides extensive monitoring/audit trail

– Leverages common logic from business services

– Secure FTP for file transfers

Interface Design/Development Process– Work with other agencies to jointly plan, design, develop, and test interfaces

– Interfaces documented via SRI document, batch process documentation, and (for web services) WSDL and XML schema information

Change Management

– Established Change Management System and Migrated January 2014

– CR to Team Foundation Server

– CCB established and all production

– Deployments moved to DWS infrastructure team

– Team Foundation Server (TFS)

• Support Operational changes – BA Driven

• Supports Strategic changes – project focused

– Production Support

• Problem Management / HelpStar

• In-house development and O&M supported by Development & Production Support team of 24 developers

– Process Driven

• No deployment until process is followed, all documentation, testing and CCB approvals

Change Management

In process of changing: Increase enforcement of analysis and review of alternatives, integration of SHAREPOINT, integration of Test Manager

Project Management Office

– 44 project efforts since January 2014

– Major infrastructure update – twice

– DR established

– Rehaul of correspondence

– Integration of USPS

– TOPS, IPPI/EMPA, Responsive Web

– Separation of Batch Tier

– Establishment of PPC

– SEE SHEET

Project: Enterprise Workforce Operations Center Transformation (EWOCT) Date: 07/20/17

Resources

G

Schedule Risks

GG

Summary

CurrentActivities

Key Issues

Upcoming Activities

PDLC

Initiation

Planning Execution Testing Close

StartDate

11/19/16 1/27/17 2/22/17 5/5/17 8/18/17

Key Milestones Scheduled Completion

Actual Completion

Initiation Complete 02/17/17 01/27/17

Planning Complete 04/14/17 04/14/17

Release 1 Go-Live 06/01/17 06/01/17

Release 1.5 Go-Live 06/30/17 06/30/17

CenturyLink Cutoff 06/21/17 07/01/17

Release 1.75 Go-Live 8/31/17

Project Closing 09/29/17

Key Risks

Risk Description Severity

Project Manager: Tikashi D. McConnell, PMP

G

Ops Readiness

NMDWS receives approximately 27,000 calls per month into the UI operations call center. 45% of theinbound calls are abandoned. The Enterprise Call Center Transformation project will enhance the userexperience for both the inbound UI/Tax Call Center customers as well as the inbound calls to theAgency’s help desk.

• Implementation of Executive Management Dashboard• Implementation of Quality Assurance Module• Implementation of Workforce Management Module

Completed• Release 1.5• Decommissioning of CenturyLink services

In Progress• Other IVV Documents (Project Management Plan)• SOP Development for Operations and IT Technical Support• Documenting Parking Lot Items• Implementation of Knowledge base• Implementation of Chat (Technical Support)

Project: Enterprise Workforce Operations Center Transformation (EWOCT)

Date: 07/20/17

Open Issue# Description (Plan) Owner(s) Status Due Date

Need additional BA resources for Use Case creating. An additional resource is needed to help keep project on track.

Eric AragonAnil Gosu

Tikashi McConnellClosed 04/05/17

Open Risk

# Description Severity Owner Response Strategy

Scope Creep HighTikashi McConnell

Tomas Taylor

Prioritize requirements elicitation and documentation over meeting

minutes due to resource constraints. All changes outside of approved

requirements must have a documented change request with all

appropriate levels of approval.

Project Manager: Tikashi D. McConnell, PMP

Project: Enterprise Workforce Operations Center Transformation (EWOCT)

Date: 07/20/17

Operational Readiness

Executive Sponsor: Sue Anne Athens Business Owner: Eric Hausenfleck, John Hudson

Specific Business Change: Customers utilizing NMDWS online services have multiple credentials (user ids and passwords) for online applications. The intent of this project is to provide customers a user-friendly (single userid and password) solution while establish a stronger security posture for DWS agency.

Application Change: Implement a single-sign-on (SSO) solution with multiple applications (UIA, WOTC, L & I, and VOSS) while improving authentication, authorization and accounting for customers credentials.

Internal Stakeholders: 1. DWS Employees 2. 3. 4.

Internal User Impacts: Reduce the number of log ins for NMDWS applications, change pw and security reset process, provide advanced security tools for fraud team

External Stakeholders: 1. All DWS Customers 2. 3. 4.

External User Impacts: Change log-in process to create single user id and pw for all DWS applications, change to a single access point for all DWS secured services, increase security challenges as necessary

Help Desk Support Needed? Yes Help Desk Support Coordinated? Yes

Project Manager: Tikashi D. McConnell, PMP

Project: Enterprise Workforce Operations Center Transformation (EWOCT)

Date: 07/20/17

Operational Readiness

Executive Sponsor: Sue Anne Athens Business Owner: Eric Hausenfleck, John Hudson

Internal Communication Required? Yes If Yes, What Type of Communication? NMDWS Web site changes, IVR changes, Technical Support, and Call Center

Internal Communication Developed? Yes Internal Communication Delivered? Yes

External Communication Required? Yes If Yes, What Type of Communication? Awareness Campaign, NMDWS Web Site, and IVR changes

External Communication Developed? Yes External Communication Delivered? In Progress

Internal Training Required? Yes If Yes, What Type of Training? Classroom training, and job aides

Internal Training Developed? In Progress Internal Training Delivered? No

External Training Required? No If Yes, What Type of Training?

External Training Developed? No External Training Delivered? No

SOPs Need To Be Created or Updated? Yes SOPs Created/Updated? In Progress

Project Manager: Tikashi D. McConnell, PMP

Prioritization Rank Order

Goals

20 30 15 25 10 TOTAL

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4. E

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5. E

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Comments

TM Integrated Registration Services (SSO) Phase 3 0 X VOSS Staff by June 2017

TM Prohibition of Non-Charging (PONC) 0 1 X To be completed by Mar 2017

EA Storage Upgrade and Replacement 0 1 X Close In July

JCL Eligible Training Provider List (ETPL) Changes 0 1 X

Ron IT Contigency Planning/DR 0 1 X SBR - Must be completed Dec 2018

EA Change Management System 1 X

Online Course Project 5 5 9 5 0 510 1 X Training and HR to Manage and Develop Tng

RM Bureau Labor Statistics - Wage Record Pilot (BLS 5 5 9 5 5 560 X

AH/EA UI Initial Claims Review 0 1

BR All Things Tax Appeals To begin after Cash Remediation II

TM DWS Service Portal - Front End Design (DWSSP- 5 9 1 5 5 560 1 SBR/TEGL Must be completed

BR ETA 581 (Roy) 9 5 5 5 0 530 1 CAP associated

JCL Tri-Agency P1 Authenticate Employer Registrations 1 5 1 5 1 320 Determine if

JCL Tri-Agency P2 Misclassification of Records 1 1 1 9 0 290 Data Sharing with TRD and WCA

Desktop Deposits Phase 2 5 1 5 9 0 430 Possible "soft dollar" savings

Up Interstate Connections Network (ICON) 9 5 5 5 0 530

Up Advanced Data Capture (Advanced Datacap) 5 1 5 9 0 430

Tri-Agency P3 Improve Current Registration & Wage 5 1 5 5 0 330

TOPs for Employers 1 5 1 5 1 320 SBR - date NLT Dec 2018

HR Document Management 0 1 5 5 0 230 On Hold

Enterprise Dashboards Will not be considered this round. Aaron will update for next session in 6 months

Employer Registration Face Lift Will not be considered this round. Aaron will update for next session in 6 months

Communication Modernization Will not be considered this round. Marcos will update for next session in 6 months

Done BAM

Done EWOCT Phase 2 Appeals Integration

IP Labor Wage Investigations Sync/PWAA Next steps Jason to develop Business Case with support from Lynn

IP Common Identifier Yolanda to develop Business Case with support from Andrew

Projects Completed

√ Cash Remediation II

√ UI Program Roles Definition (UIPRD)

√ Appriss Incarceration Cross Match Enhancement

√ Employer One Stop Portal

√ Enterprise Call Center Transformation (ECCT)

√ My Life, My Way

Project Candidates Strategy Alignment / Impact 1. Regulatory Requirement or Mandate

2. Current Projects In-flight

3. Just Do It - Low Hanging Fruit, SBR Funding Source, etc

4. Project Score

Criteria

Portf olio of Projects

Project Candidates

Strategies

Initiativ es

Screening

Resource Capacity

Mission

Vision

Goal

Goal

Goal

Goal

Strategy

Strategy

Strategy

Strategy

Strategy

Strategy

Strategy

Strategy

Project 1

Project 2

Project 3

Project 4

Project 5

Project 6

Project 7

Project 8

Project 9

Project 10

Project 11

Project 12

Project 13

Project 2

Project 3

Project 6

Project 8

Project 9

Project 12

CRITERIA

“Portfolio” of Projects

Resource Capacity “Pipe”

Opport’y Evaluation

Process

Recommendations

– Pick your starting point

– Ensure Identify Management up front – AD was customized

– Include strategy for reporting up front – get data governance and architecture review

– Do user center design AND back end/ Mobility should be included

– Start with 24/7

– Consider the cloud

– Ensure continuous staff engagement

– Ensure production ownership

– Train Up – as building

– Independent testing and established automation of test

– Determine ‘right’ system documentation – use case not it….

– Ensure policy and security oversight in sync