Getting IT Done

Office of the CIOJanuary 29, 2009

IT Management Focal Areas

GovernanceIT Processes

C t T h lCost Management

Technology StandardsAgency

Business Plan

ROI Project ManagementROI j gMethodology

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TIERS Architecture Assessment: Current and End State

SOA Compliant In Process SOAEnd of Life

Call Center Mail Center + Fax Self Service CBOFace to Face(Case Workers)

New UI Framework and Front End Screens/Apps for each channel

Business and IT Governance Application – Initiatives and Business and IT Performance Management

s

Data Collection WS App Reg

New UI Framework and Front End Screens/Apps for each channelFramework and Screens not completedNew screens need to be built. Current

F2F UI capability needs to be retired (18-24 months)

Call CenterScreens(IE/CHIP)

V1 in Production

Image AssScreens

IE/CHIP/P

V1 inProduction

V1 in Production V1 in Production

Data Comp WS Data Comp WS Data Comp WS Data Comp WS

s R

epor

ting

App

s

EDG/EDBC Corrospon Benefit Iss

Conversion SchedulingHearing &Appeals

MaxIE State Portal

TLM App

MaxIEImage Ass

KofaxCapture Mgt

Portal App Services

Inquiry Registration

CBO App

Fax AppMaxCHIPImage Ass

MaxCHIPCall Center IE

/TIE

RS

Bus

Rules Engine

Rules Management UI

Current TLM. Need roadmap to process management

Enterprise Service Bus (ESB) – Need Deployment Production Architecture

BI

T M

on –

i3 e

tc

IDM

COTS Rules Engine and Business Rules Management - Potential

Rep

ortin

g S

ol

S S O SO G

Help and History Mgt

MOR and Alerts

Old Transaction Framework)

Rules Engine

Bat

ch MaxIEMaxIE Kofax Portal

CBO TIERS REPO

I

State Portal

Enterprise Service Registry – IE Service Ontology and SOA Governance

New Web Services based transaction framework

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TIERS Database

Int/B

TLM

MaxIE Content

Kofax REPO

Target IE/TIERS Deployment Architecture

Portal

TIERS Multi-Channel Client Interaction Model

Citizens Citizens Citizens Citizens Citizens

Face to FaceRegional Offices

Call Center (CC)

DocumentCenter

Web/SelfService CBO

Case Workers

Portal Doc Mgt App

Call Center App

TIERS DC App

CBO App

ChannelApplications

Case Workers

TIERS Case Management

Case Processing Workflow App

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TIERS – Case Management

Challenges

TIERS Multi-Channel Client Interaction Model

Successes

• Modify TIERS to

Challenges

• Further client interaction ffi i i d ff tisuccessfully enable the

new model

I l t

efficiencies and effectives –Further automation. Ex: Document Management

• Implement a new operations model to support new TIERS components

• Retiring of legacy technologies (Ex: MaxIE) –Cost reduction and improvedcomponents

• Set TIERS on path for further optimization for

Cost reduction and improved business agility

• Continuous IT further optimization for improved business results and reduced IT costs

improvements for cost reduction and better responsiveness to client

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requirements

Document Management Process

HHSC Envelope

Document Review and Indexing

Image AssessmentManual QA

Content Mgt

Image AssessmentManual QA

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Document Management Solution: Legacy Process

L M il P i S l tiLegacy Mail Processing Solution

Data Collection & C P i

100% PDF C t t

ScanPrepIncoming Mail - ES

Case Processing

100% PDF

XML

ContentRepository

ReleaseQC Image Assembly

Incoming Mail - CHIP

ScanPrepPrint

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Document Center: Challenges

• Document Management process not standard across programs –Every program has variations to the process

– High document processing cost– Low case worker productivity– Difficult to scale business operations

• Limited automation of the document management process• Limited automation of the document management process– Lost case worker productivity– Low quality of work– High cost of managing documents

• Legacy Document Management Technology– Limited automation functionality – no automated bar code reading

Li it d fi bilit P t t td DM– Limited configurability – Perpetuates non std DM processes– High change and maintenance cost– Limited inter-operability with overall architecture – Inefficient client

support process for doc channel

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pp p

Document Management Solution: Legacy v/s New Process

L M il P i S l tiLegacy Mail Processing Solution

Data Collection & C P i

100%

PDF

XML

ContentRepository

Scan

Release

PrepIncoming Mail - ES

QC Image Assembly

Case Processing

Incoming Mail - CHIP ScanPrepPrint

y

New Mail Processing Solution

PDF

Data Collection & Case Processing

PDF

XMLContent

Repository

ScanPrepIncoming Mail –ES / CHIP Capture

ManagementReleaseQC Image

Assembly

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≈ 70% ≈ 33%

New Document Management IT SolutionCitizens Citizens Citizens Citizens

Doc Channel

Citizens

All Programs

Prep Scan CaptureCall Center (CC) Face to Face Self Service Portal

Prep Scan pManagement

QC Release ImageAssembly

70% 33%

New Document Management App

Content Repository

Call Center App

TIERS FaceTo Face App

Self ServicePortal App

Case Processing Workflow

Case Workers

Image AssemblyExceptions &

AutoData Capture

Content Single Source

of Truth

TIERS C M t

Case Processing Workflow and Portal Application

SOA (ESB)

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TIERS – Case Management

TIERS Database Repository

New Document Management Solution:

IT B fiClient Benefits

• Enabled bar coding automation

IT Benefits

• Improved Doc Mgt system t bilit d d d

• Auto link one third of inbound images, reduced workload of staff

stability, redundancy and scalability

• Enabled doc mgt solution on a • Standardized doc mgt processes

for all programs – Significantcost reductions

gSOA and BPM architecture – Will be able to address business changes faster and at a lower cost (Business agility)

• Improved image quality –Increased productivity

cost (Business agility)

• Retired legacy app and hence lowered cost of ownership

• Automated processes for exception handling between doc channel process and back office –Significant improvement in

• Best practices learned for enabling future SOA/BPM basedprojects

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Significant improvement in quality of client support

projects

Lessons Learned

GovernanceIT Processes

C t T h lCost Management

Technology StandardsAgency

Business Plan

ROI Project ManagementROI j gMethodology

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