Presentation Title Presentation Title Second Line
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Upgrading to Pega 7
This information is not a commitment, promise or legal obligation to deliver any material, code, or functionality and the development, release and timing of any features or functionality described for our products remains at our sole discretion. 2016. Confidential. Pegasystems, Inc.©2016 Pegasystems Inc.
Jeff R. Read III MBA, CHCIO, Chief Information Officer, Cahaba
Tom GardamSenior Dir. of Engineering, Customer Success, Pega
Dhevendra EarvaArchitect, Customer Success, Pega
Dan DiSantisSenior Director, Virtusa Polaris
Session Outline
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• Case Study: Cahaba
• Pega Experience and Best Practices
• Audience Q&A
Our Speakers
3
Jeff R. Read, IIICIO
Cahaba
Tom GardamSenior Director of
Engineering, Customer Success
Pega
Dhevendra EarvaArchitect,
Customer Success
Pega
Dan DiSantisSenior Director, BPM Consulting,
HealthcareVirtusa
CAHABA’S JOURNEY TO PEGA 7
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Agenda1. Who we are2. Why we upgraded to Pega 73. The Upgrade Journey4. The Road Ahead
Agenda
About Cahaba
6
EFFICIENT ADMINISTRATION
UNWAVERING DEDICATION
EMBRACING INNOVATION
• Medicare contractor (MAC) since the program inception in 1966
• Currently Jurisdiction J A/B MAC serving Alabama, Georgia and Tennessee
• One of only eight contractors processing Medicare claims in the nation
• 600+ professionals dedicated to providing innovative and cost effective services to CMS
• ISO 9001-2008 certified
We Use Pega for…
7
• Claims Processing
• Provider Customer Service
• Appeals
• Medical Review
• Provider Enrollment
Background
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• Pega environment 5.4 with many rules written in 4.x
• New CIO brought in as change agent
• Backlog of enhancements– Major workflow changes had been put off for years
• Many applications needed to be rewritten from the ground up
• High Pega staff turnover / low retention– Lack of comprehensive documentation
Background
9
Governed by CMS Mandates
• Applications and data have highest civilian classification
• Must stay within two major versions of the current release
• Requires extensive (contractor) background checks– 30-day window to provision team
• Access restrictions mandated development system be setup in Virtusa’sAlbany, NY site for testing – Simulated environment / testing of production with soap calls
Drivers for Migrating to v7.1
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How It Started
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Some defects weren’t bugs
THEY WERE FEATURES (NO LONGER SUPPORTED)WHICH WOULD BE DELIVERED BY MOVING TO V7.1
Q42014
• Internal Assessment
• Partner Selection
• Partner Assessment
• Partner Engagement
MISSION CRITICAL
NEEDED REWRITING
CUSTOM JAVA
SOME V4.X CODE
POORLY DOCUMENTED CODE
13 Applications
67 Portals
30,000 Rules
PRPC v5.4
Guardrail Violations
What We Found
How We Did It
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Engaged partner that could scale resources up or down quickly to control cost & meet deadlines Created over 2,000 test cases
Created an on-shore / off-shore testing / development
model to ensure security
Testing was completed in3 months
using complete data set
1 2 3
Upgrade completed in Dev environment in5 months
using limited data
How We Did It…Testing Environment and Teams
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57+ off-shore developers
Virtusa’s Albanydevelopmentenvironment
15+ Onshore testers
CITcomponent integration
testing
SIT QA UATCahaba Team of Testing
11 Pega in-house developers
Initial Results of Upgrade
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• 86% first pass rate of code post development
– 1,300 defects (14%) we had to address
– 429 critical (33%) with functional impact
– 100 defects due to rules deprecation (with 50+ related to reporting)
• Another 176 defects found after the partner delivered the code into Cahaba’s SIT environment with all of our data to test
Summary – Operational Challenges Faced
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High-security environment
made onboarding people difficult
“Like” for “like” to avoid huge training costs
Upgrading related software because
of different compatibility modes - IE v9 and had to
go to v11
Testing integration points with
external systems
Managing the list of enhancements
deployed
And More..
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Moving data 5TB + DB2 Data User testing Code compliance Time to upgrade: 2 weekends over 60 hours & lots of moving parts, dB updates, testing and fixes
1 2 3 4
Results and Benefits
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• We can focus on rewriting applications in 7.1
• We can work on re-factoring rules to optimize performance
• Better look and feel for the business, more modern looking
• Developers like it better, too
• Cahaba is positioned for future growth
PEGA EXPERIENCE & BEST PRACTICES
Pega Experience and Best Practices
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• Additional drivers for upgrading to Pega 7• Impacted Areas along with User interface• Rebuild vs. Upgrade• Different Levels of Upgrade• Pega Recommended Upgrade Approach• Strategic and Productivity Solutions upgrade• Parallel Development along with Route to Live• The ECS Engagement model
What’s Driving the Need to Upgrade?Compelling Industry Events Industry Trends & Pega7 Benefits
• Security, security, security• IE8 & IE9 retired in Jan 2016• PRPC 5.x & 6.x are not supportable on IE11
PEGAWORLD 2015 AUDIENCE SURVEY
• Co-browse, Mobility, Chat, NBA• Standardized modern UI• Fast efficient user & developer experience• Pega 7.2 = Cloud native platform
Upgrade vs. Rebuild
2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016
PegaWORKS
PRPC 6.xPRPC 5.x
PRPC 4.x
Chordiant Products
REBUILD UPGRADE UPDATECHECK
• It’s OK to rebuild Pega with Pega• Don’t carry old debt• Upgrade the business not just the software • Chordiant mash-up provides gradual transition
The 1990s in 2016!
• After lots of hacking, this will “almost” work• The UI is a bit of a challenge• Makes for an interesting support case !
Upgrade or Rebuild – Heat Map
Other Factors
• Black Box = common combos
• Platform 1st built on
• Guardrails / Custom Code
• Business process complexity
• Application Integration
• Work Data volume
Levels of Upgrade
Tolerance• Infrastructure Upgrade
• Pega platform and strategic apps upgraded to latest v7
• Applications retrofitted
• Cross-browser development environment
• Split schema and better performance
• Parallel development ability
• Ready for HTML5 conversion
• Dev / Test baseline
• Not suitable for Production
Compliance Enhancement• Federated case management
• Stage-based case management
• Mobile readiness
• Decisioning and Analytics
• Social integration
• Upgrade business functionality
Level 1 Level 2• Full cross-browser
support
• Standards Mode
• Replace deprecated controls
• Refit end-user portals
• Reusable effort• Partial Accessibility
• Can go to production
• Application maintenance is easy
• Responsive UI conversion
• Next-gen UI capabilities
• Mobile Ready
• Full Accessibility
How to Estimate Your Upgrade?
• Development Efforts
• Infrastructure Efforts
• Regression Testing
• Route to Live Efforts
• Performance/UAT Testing Efforts
Sample Estimations (Compliance Level1)
Sample Estimations (Compliance Level 2)
Pega 7 Platform Upgrade
Pega Applications / Industry Solutions Upgrade
Productivity Solutions Upgrade
Pega 7 Upgrade Process
Recommended Upgrade Approach
PRPC 6.x Temporary DB
PRPC 6.x Upgrade WindowPega 7 App Up &
RunningMulti Channel Support
“Out-of-Place” Upgrade (Split Schema)
User Interface Impact AreasWork Area
DeprecatedControls
Embedded List View
Custom HTML
Fixed Portals
Custom Controls
Deprecated Layouts
Pega 7 Omni-Channel UI
Pega 7 Platform Upgrade
Pega Applications / Industry Solutions Upgrade
Productivity Solutions Upgrade
Pega7 Upgrade Process
“Before” Upgrade – CPMNamed Pages
Intent Tasks
Suggested Offers
Customer 360
Interaction Tabs
“After” Upgrade – Customer Service
Next Best Action
Suggested Tasks
Customer 360
Social Portal
Pega 7 Platform Upgrade
Pega Applications / Industry Solutions Upgrade
Productivity Solutions Upgrade
Pega7 Upgrade Process
Productivity Solutions Upgrade
• Business Intelligence Exchange (BIX)
• Pega Predictive Diagnostic Cloud (PDC)
• Accessibility Framework
• Pega Web Mashup (IAC)
• Project Management Framework (PMF)
• Autonomic Event Services (AES)
Pega 7 Platform Upgrade
Pega Applications / Industry Solutions Upgrade
Productivity Solutions Upgrade
Pega7 Upgrade Process
Simplifying Upgrade Process – Tools and Utilities
Planning & Estimation Tools
• Upgrade Effort Estimator• Pre-Upgrade Environment
Scanner
• Data Migration Helper
System Management Tools UI Upgrade Tools
• Bulk Revalidate & Save
• Upgrading Custom Work Tables
• List view / Summary View to Report Definition
• Overridden Rule Report
• Schema / Table Hardcoding Report
• Bulk Upgrade of UI Rules• Freeform to Dynamic layout
conversion
• Inline Styles Report
• Embedded List view to Repeating Grid conversion
Note: These are community Tools developed by Pega ECS but not officially supported
Stay Current – Pega 7 Updates
• 2–3 months interval• Packaged into new Distribution Kit (Update Kit)• Contains fixes and new features• Zero downtime updates with High Availability• Consider Updating Pega Applications
Pega Upgrade Program – Engagement Process
Digital Content & Tools
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