Project CONNECT Executive Steering Committee Update. February 26, 2014

Transcription

1 Project CONNECT Executive Steering Committee Update February 26, 2014

2 Agenda Introduction Meeting Minutes Approval Project Status Report Other Business Public Comments Review of Actions from Meeting Scheduling of Next Meeting March 12 Adjourn 2

3 Project Status Report Timeline and Budget Project Update Next Steps Key Project Dates 3

4 Project Timeline Go Live October 15 Implementation Phase Gate November 15 Moved to December 20 Postponed until all high-impact issues have been resolved 4

5 Budget Budget covers all direct project costs through implementation and close-out, plus hardware & software maintenance through the Warranty Period Required an additional $288K of costs for North Highland through February 28 Will end up with a $813K positive variance plus an additional $ K potential savings 5

6 Budget & EAC Summary Ove rall Proje ct Budge t & Estimate d Variance Rebaselined Budget Allocated Contingency & Management Reserves Supplemental Budget Requests REA Grant Updated Project Budget Estimate at Completion Project Variance Project Funding OPS 217, , ,427 (78,657) Expenses 7,240,310 75, ,316,218 7,143, ,941 OCO (Hardware) 1,441,425 (905,527) , , ,089 Contracted Services Project Management & Support Project Management Office 2,019, ,019,270 1,960,700 58,570 Project & Operational Support 3,694,500 (1,420,155) 648, ,474 3,042,669 2,882, ,127 Outside Legal 230, , ,960 1,692 ITN Development 512, , ,700 0 Business Transition 3,945,916 99, ,730 4,179,847 4,446,418 (266,572) Other Contracted Services 164,790 3,030, ,195,466 3,064, ,571 Total Project Management & Support 10,567,828 1,709, , ,204 13,180,603 13,096,215 84,387 IV&V Services 2,019, ,019,940 2,024,565 (4,625) Benefits Realization Strategy 239,391 1, , ,391 1,915 Organizational Change Management 467,520 8, , ,520 8,383 System Integrator (SI) Services 28,285,557 2,936, ,925 1,054,586 33,039,059 32,719, ,682 SI Hardware & Software 9,095,608 (726,739) 0 0 8,368,869 8,328,827 40,042 Project Reserves 122, , ,695 Project Funding Totals 59,698,044 3,100,651 1,410,775 1,308,790 65,518,259 64,705, ,852 Contingency/Management Reserves 3,100, ,460 <- Geographic Solutions, WF Integration PM Total Project Funding 62,798,694 2,006,250 & Misc. Deloitte CRs 6

7 Budget Tracking Project Funding - Cumulative by Quarter 70,000,000 60,000,000 50,000,000 Budgeted: $65,518,259 Forecast: 64,705,407 Variance: $ 812,852 40,000,000 30,000,000 20,000,000 10,000,000 0 FY11 Q1 FY11 Q2 FY11 Q3 FY11 Q4 FY12 Q1 FY12 Q2 FY12 Q3 FY12 Q4 FY13 Q1 FY13 Q2 FY13 Q3 FY13 Q4 FY14 Q1 FY14 Q2 FY14 Q3 FY14 Q4 FY 15 Q1 FY 15 Q2 Budget Forecast Committed 7

8 Current Status CONNECT is improving every day CONNECT has taken and paid claims every day since implementation Since Go Live, CONNECT has taken 1.6M claims, and paid out $443M to over 228,000 Claimants 8

9 Adjudication Metrics As of this week, there are less than 5,000 individuals with at least one week on hold pending adjudication and the active caseload is being processed at record levels This number represents a caseload far below what had been normal in the legacy system 9

10 Adjudication Metrics The decrease in the active caseload is a result of multiple factors: system fixes, DEOimplemented workarounds, increased staff productivity, and increased staff The active cases are not a backlog of cases, as there is always an active adjudication caseload because the RA system is designed to flag and investigate claims with potential eligibility issues 10

11 9,000 Adjudication Metrics Adjudication Performance Daily Determination Productivity 8,000 7,000 6,000 5,000 4,000 3,000 2,000 1,000-2-Dec 9-Dec 16-Dec 23-Dec 30-Dec 6-Jan 13-Jan 20-Jan 27-Jan 3-Feb 10-Feb 17-Feb Determinations Linear (Determinations) 11

12 Adjudication Metrics Processing more Issues than we are receiving 9,000 Issues Created v. Determined 8,000 7,000 6,000 Daily Caseload Reduction 5,000 4,000 3,000 2,000 1,000-1-Jan 8-Jan 15-Jan 22-Jan 29-Jan 5-Feb 12-Feb 19-Feb Determinations Total Issues Created 12

13 Claimants Issues 70,000 60,000 50,000 Adjudication Metrics Near Zero Pending Initial and Continued Caseload Claimants Awaiting Adjudication for Payment 65,127 57,097 58,229 48, , , ,000 40,000 80,000 30,000 60,000 20,000 40,000 10,000 5,663 20,000-10/15 12/11 12/30 1/16 2/21 Claimants with Issues Holding Payment Issues Holding Payment - 13

14 Call Volume Contact Center Metrics Call Volume Dramatically Decreased 1,400,000 Total Incoming Calls 1,200,000 1,000, , , , ,000-8/31/2013 9/30/ /31/ /30/ /31/2013 1/31/

15 Contract Center Metrics Handling All Calls Multiple Touches 140,000 Unique Incoming Telephone #s v. Interactions 120, ,000 80,000 60,000 40,000 20,000-8/31/2013 9/30/ /31/ /30/ /31/2013 1/31/2014 Distinct Offered Total Handled 15

16 Other Operational Stats Appeals and other business units continue to stay up with open caseloads Due to decreased call volume, the Contact Center is no longer open on Sundays And we will continue to align hours to expected claimant services demand 16

17 Technical Issues There have been, and will be, one-off technical and data conversion errors that are tracked and resolved through warranty maintenance 17

18 Continuing Claimant Issues Have a special team in place to aggressively resolve any claimant payment delays due to technical issues These tend to be data conversions related Most claimant technical issues are resolved within 24 hours of detection 18

19 Claimant Communications As Claimant issues are identified and resolved, an aggressive outreach program continues in place to reach affected Claimants, including: Individual calls to known claimants And as needed going forward: Posting of FAQs to social media and DEO s website Robocalls s IVR Messaging 19

20 Recent Contract Activity The Implementation Phase Gate (acceptance of the system) was postponed from November 15 until December 20 On December 20, DEO documented 102 (ultimately 133) operational gaps (High- Impact Issues) to be addressed 20

21 Recent Contract Activity There are currently 4 open high-impact issues that have been addressed by Deloitte and DEO is carefully reviewing those to determine if they can be closed or are no longer highimpact 21

22 Questions? 22

23 Agenda Introduction Meeting Minutes Approval Project Status Report Other Business Public Comments Review of Actions from Meeting Scheduling of Next Meeting March 12 Adjourn 23

24 Attachments FY13/14 + Spend Plan Graph FY13/14 + Spend Plan Details 24

25 Millions FY13/14 + Spend Plan Graph 30 FY Project Funding - Cumulative by Month to End of Warranty Period Budgeted: $ 25,067,802 Forecast: 24,254,949 Variance: $ 812,853 } KPI payments Warranty Period Begins 0 Jul-13 Aug-13 Sep-13 Oct-13 Nov-13 Dec-13 Jan-14 Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 FY Budget Forecast Committed 25

26 FY13/14 + Spend Plan Details FY Budget Allocation and Spend by Month - Q1 & Q2 Jul-13 Aug-13 Sep-13 Oct-13 Nov-13 Dec-13 Budget Committed Budget Committed Budget Committed Budget Committed Budget Committed Budget Committed OPS Funding 3,800 14,735 3,800 16,427 3,800 13,832 3,800 17,853 3,800 5,680 3,800 2,135 Expenses Funding 66,284 65, , , , ,892 66,865 64,307 67,104 47, ,104 48,218 OCO Funding Contracted Services Project Management & Support 226, , , , , , , , , , ,029 1,000,363 IV&V Services 77,762 44, ,750 46,456 44, , ,750 46,456 1,250 Benefits Realization Strategy 0 11, , , , Organizational Change Management System Integrator (SI) Services 4,039,600 4,015, , ,237,664 2,725, ,480, , ,628 SI Hardware & Maintenance , SI Software & Maintenance , Project Reserves Total Contracted Services 4,343,641 4,382, ,029 1,035, ,485 3,701,099 2,909, ,353 2,677, , ,113 1,205,241 Total Budget Allocation & Spend 4,413,725 4,462, ,413 1,281, ,149 3,825,823 2,979, ,513 2,748, , ,016 1,255,595 26

27 FY13/14 + Spend Plan Details FY Budget Allocation and Spend by Month - Q3 & Q4 Jan-14 Feb-14 Mar-14 Apr-14 May-14 Jun-14 to Dec-14 Budget Committed Budget Forecast Budget Forecast Budget Forecast Budget Forecast Budget Forecast OPS Funding 3,800 1,517 2,600 1,000 1, , Expenses Funding 66,911 80,793 58,473 59,354 34,049 34,930 34,049 34,930 21,500 21, , ,500 OCO Funding Contracted Services Project Management & Support 184,029 1,007,569 16, ,901 16, ,703 16, , , ,689 IV&V Services Benefits Realization Strategy 0 8, Organizational Change Management System Integrator (SI) Services 203, , ,628 6,157, , , , , , ,991 3,712,292 1,353,417 SI Hardware & Maintenance SI Software & Maintenance , Project Reserves Total Contracted Services 387,657 1,219, ,628 6,334, ,628 1,156, , , ,628 1,041,815 3,712,292 1,807,106 Total Budget Allocation & Spend 458,368 1,302, ,701 6,394, ,677 1,190, , , ,128 1,063,315 3,819,792 1,914,606 27