Redesign Project Update

Transcription

1 Redesign Project Update Payroll User Group Meeting September 8, 2016 Office of the New York State Comptroller Thomas P. DiNapoli

2 Retirement Redesign Foundational Principles Excellence in Customer Service A Comprehensive ebusiness Model An Evolving Employer Relationship Adoption of Technology Enablers 2

3 Plan for Redesigning Retirement Phase 1 Phase 2 Phase 3 Phase 4 Rel 1 Rel 2 Rel 3 Phase 5 Initial Planning System Design Technology Build Three Separate Releases Optimization and Support November 12, 2015 NYSLRS Portal Internal Go-Live November 2016 Retirement Online Self-Service Soft-Launch Rel = Release

4 Release Strategy Our implementation plan includes three separate releases: Release 1: Member Self-Service update personal information, apply for a loan or hearing, view seminar registration Employer Self-Service establish online account, update contact info, schedule education events Release 2: Employer and active member processes: hire to retire, including employer reporting, requests for previous service, and tier reinstatement Release 3: Retiree processes, including pension payroll 1 2 3

5 Functions Coming in Release 1 Customers (Members, Employers Retirees, and Beneficiaries) Access to Self-Service Register for and access Self- Service Manage Personal Information (Contact Info) Manage Member Beneficiary Designation Apply for Loan (including Straight-through Processing) Apply for Hearing View Education Seminars & Training Manage Employer Information and Contacts Request to Attend Events Business Partners Access to Self-Service View Case Information View and Upload Documents 5

6 Member Portal Homepage 6 ILLUSTRATIVE

7 Update Contact Information 7 ILLUSTRATIVE

8 Update Beneficiaries 8 ILLUSTRATIVE

9 Apply for a Loan 9 ILLUSTRATIVE

10 Apply for a Loan 10 ILLUSTRATIVE

11 Request a Hearing 11 ILLUSTRATIVE

12 View Case Information 12 ILLUSTRATIVE

13 Upload Documents 13 ILLUSTRATIVE

14 14 KEEPING RETIREMENT ONLINE SAFE: IDENTITY PROOFING AND TWO-FACTOR AUTHENTICATION

15 What is Identity Proofing (IDP)? Unregistered Customer Key Identifier Page Instant Authenticate IDP Quiz Account Creation 2FA Setup Registered Customer BirthDate Zip Last4SSN recaptcha Username Password addr Phone # During registration, customers will be asked to answer quiz questions to verify their identities before a username and password can be created Customers who fail the quiz cannot complete their registration online Customers can call NYSLRS Customer Contact Center for manual registration support New unit established to support Retirement Online registration and assistance 15

16 What is Two-Factor Authentication (2FA)? Factor: an item the user knows, has, or is First factor: User ID and Password Second factor: a one-time PIN sent either to a user s phone via voice or text, or their 16

17 Two Factor Authentication Sneak Peek: Sign In Page 17 ILLUSTRATIVE

18 Two-Factor Authentication Sneak Peek: Select Your Security Code Delivery Method 18

19 Two-Factor Authentication Sneak Peek: Enter Your Security Code 19

20 Release 1 November Wave One Soft Intranet Phase: NYSLRS Employees Target Audience Length of Marketing Wave 3 Business weeks Two Internet Phase: EAC Committee Members Remaining OSC Employees Initial Third Party Users Three Local/Municipal EAC Active Retirement System Members Employees of key professional organizations/unions 2 business weeks 2 business weeks Four State EAC Active Retirement System Members Registered, Active Retirement Online Users Third Party Users cont d Five All Remaining Members and Retirees Six EAC Committee Members Employer Contacts 2 business weeks Seven Non-EAC State Employer Contacts Non-EAC Local/Municipal Employer Contacts *Adjustments will be made as needed

21 Self-Service Go-Live Support Several mechanisms will be in place to support NYSLRS customers as they begin to use the new Retirement Online: Communication Targeted communication plan Soft launch Releases in waves Contact Center Dedicated call center unit to respond to member calls regarding Retirement Online Online Help Online training tools Materials to assist stakeholders with online functions Employer Help Desk Dedicated unit to assist employers in using Retirement Online 21

22 QUESTIONS?

23 THANK YOU ANA WINANS Office of the New York State Comptroller Thomas P. DiNapoli