ACCESS Florida System Replacement State of Florida ...€¦ · ACCESS Florida System Replacement...

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

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


Functional Requirements 3:30PM – 4:30PM

Question and Answer 4:30PM – 5:00PM

Agenda – Day 1

October 17, 2012


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


Functional Requirements 3:30PM– 4:30PM


The Xerox Team

October 17, 2012

Xerox Overview

October 17, 2012

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

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

KPMG Relevant Experience

October 17, 2012

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

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

• 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

Why Choose the Oracle

Technology Platform?

October 17, 2012

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

• 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

• 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

• 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

KLC Consulting, Inc.

KLC Consulting Relevant Experience

October 17, 2012

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

―Not Just a System – A Solution‖

October 17, 2012

Agenda – Day 1

October 17, 2012





Break 10:15AM – 10:30AM


O&M) 10:30AM – 12:00PM








Agenda – Day 1

October 17, 2012



Company and Team


and O&M)

9:15AM– 10:15AM


Project Approach


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








DDI Project Approach

Project Schedule

October 17, 2012

Two Releases Medicaid/Full IES

Project Schedule

October 17, 2012

Release 1 Timeline

Project Schedule

October 17, 2012

Two Releases Medicaid/Full IES

Project Schedule

October 17, 2012

Release 2 Timeline

System Development Life Cycle

The Xerox System Development

Lifecycle (SDLC)

October 17, 2012

Define Phase – Requirements Analysis

October 17, 2012

Tracing Requirements to Test Scripts

October 17, 2012

Design Phase

October 17, 2012

Development Phase – Construction

October 17, 2012

Testing Phase

October 17, 2012

Data Conversion

October 17, 2012

Implementation Phase

October 17, 2012

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

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

• 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

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

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

Presentations

Exercise

Guides

Online Help

Process

Flows

QRCs

WBT

Course Components

Training Development and Delivery

October 17, 2012

Objectives

• Onboard the Team

• Develop Training

Project Plan

• Identify Project

Training Needs

• Gain Training

Strategy and Plan

Agreement


Requirements and

Tools


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


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

O&M Management

October 17, 2012

Xerox‘s Quantitative Performance Approach

October 17, 2012

O&M Transition

October 17, 2012

O&M Infrastructure

Management Approach

Legacy FLORIDA ACCESS Transition

Approach

October 17, 2012

Dedicated Transition Organization

Rigorous Planning and Defined Governance

Structured, Proven Transition Methodology

Structured and Proven Transition

Methodology

October 17, 2012

• Current FLORIDA ACCESS

• DDI

• New FLORIDA ACCESS

Operations and Maintenance

October 17, 2012

Infrastructure Timeline

October 17, 2012

• 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

• 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

• 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

Global Delivery Management – Innovation

October 17, 2012

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

Business Continuity and Disaster Recovery

Framework

October 17, 2012

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

Integrated Eligibility and Case Management

Portfolio

October 17, 2012

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

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

IVR Containment – YTD 2012

October 17, 2012

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

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

CSR Landing Page

October 17, 2012

Work Order / Service Request Process

October 17, 2012

Inquiry Resolution Tracking

October 17, 2012

Reports

October 17, 2012

Knowledge Base Tool

October 17, 2012

Business Analytics Toolkit

October 17, 2012

“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

• 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

• 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

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

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





Break 10:15AM – 10:30AM


O&M) 10:30AM – 12:00PM








Agenda – Day 1

October 17, 2012



Company and Team


and O&M)

9:15AM– 10:15AM


Project Approach




Mark Mayo



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






• 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

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

Solution Overview – 30,000 Foot View

October 17, 2012

• 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

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

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


October 17, 2012

• 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

Electronic Case Folder (ECF) – container for all data and activity related to a household.

Solution Overview – Case Management

October 17, 2012

• 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

Sample of workflow driver – alerts

Solution Overview – Workflow Management

October 17, 2012


October 17, 2012

• 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

OPA produces decision report – full audit trail of how a determination was reached.

Solution Overview – Business Rules Engine

October 17, 2012

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

OPA enables the State to implement a business-centric approach to policy implementation.

Solution Overview – Policy/Rules

Management

October 17, 2012

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

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


October 17, 2012

• 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

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

• 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

Sample of specialized auditing summary

Solution Overview – Auditing

October 17, 2012

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

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


October 17, 2012

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


October 17, 2012

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


October 17, 2012

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


October 17, 2012

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


October 17, 2012

Agenda – Day 1

October 17, 2012





Break 10:15AM – 10:30AM


O&M) 10:30AM – 12:00PM








Agenda – Day 1

October 17, 2012



Company and Team


and O&M)

9:15AM– 10:15AM


Project Approach






Mark Mayo



Achim Suit, Lead Architect



Shawn Dietrich, Subject Matter Expert

Paul Hencoski, Subject Matter Expert






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

Solution Architecture – Core Products/

Technologies

October 17, 2012

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

• 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

Solution Architecture – Software Architecture

October 17, 2012

High level n-tiered physical architecture

Solution Architecture – Hardware Architecture

October 17, 2012

Solution Architecture – Case Architecture

October 17, 2012

• 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

Authentication and authorization paths

Solution Architecture – Security Architecture

October 17, 2012

• 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

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

Solution Architecture – Release 1 Architecture

October 17, 2012

Solution Architecture – Release 2 Architecture

October 17, 2012

• 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

Agenda – Day 1

October 17, 2012





Break 10:15AM – 10:30AM


O&M) 10:30AM – 12:00PM







Question and Answer 4:30PM-5:00PM

Agenda – Day 1

October 17, 2012



Company and Team


and O&M)

9:15AM– 10:15AM


Project Approach








Mark Mayo







Geoff Duckwall, Subject Matter Expert

Agenda – Day 1

October 17, 2012





Break 10:15AM – 10:30AM


O&M) 10:30AM – 12:00PM








Thank You

ACCESS Florida System Replacement State of Florida ...€¦ · ACCESS Florida System Replacement...

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