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HBE IT 2 Year Roadmap

Business Strategy Plan Mapping

IT Guiding Principles

HBE IT Current State

Security

and Privacy

Information

and Data

IT Resources

and Talent

IT Architecture

And Standards

The Role of IT

IT Architecture and Standards1. We set the standards and promote adherence to technology, architecture, development, configuration, testing and

documentation

2. All system procurements are vetted through the IT team upfront and consider the total cost of ownership

3. When looking at technology investments, we look to buy first and host externally, unless there is a strategic reason to

build and/or host in house

4. We have and enforce production control standards

5. We define IT operational processes for all interactions with technology and systems

6. We strive to rationalize and standardize the IT ecosystem on an ongoing basis

IT Resources and Talent1. We continue to develop in house talent while relying on contractors for a few strategic areas where the benefits of

leveraging contractors outweigh the costs

2. We strive to retain our employees through clarified career paths, trainings and strength based development

3. We rationalize work and develop long term plans to increase work predictability

4. We cross train within the IT department to create a back-up for all essential duties

5. Develop a culture of collaboration across teams and shared responsibilities by producing an environment that

encourages ownership, ideas and innovations

6. We remain customer focused and look for resources who value customer service

Security and Privacy1. Safeguard client data – PII, FTI, and sensitive data

2. Follow security and privacy policies

3. Maintain a consistent and secure posture

4. Security and privacy requirements apply to all partners

5. Consider security & privacy when recommending

New Decisions

New Strategies

New Projects

New Solutions

6. Ensure an effective and timely recovery from a cyber incident and participate in disaster recovery

The Role of IT1. To facilitate transparency, communication, education and information sharing internally and externally while abiding by the applicable

security and privacy standards

2. To better understand our customers (individuals, small businesses, brokers, navigators, carriers, etc.) and to maintain existing

customer channels, create new and improved customer channels and to enable operational efficiencies

3. To proactively identify new opportunities or tools which will enable business to meet its strategic objectives and / or reduce operating

costs

4. To translate business needs into cost effective functional & technical solutions which can then be implemented

The Role of IT (continued)5. To be considered a partner to the business by delivering high quality services according to agreed upon SLAs

6. To manage IT vendors and to maintain strategic relationships with IT counterparts across critical stakeholders such as

DSHS, HCA, Federal agencies and carriers

7. To effectively manage, operate and maintain IT infrastructure and operations

8. To provide a full suite of services across the entire SDLC: requirements, design, development, test and operational

Interface Partners

Landscape of IT Supported Systems

KeyBankDSHS-

ES

HPF System

Akamai Auto Recon Edifecs Crush FTPCSA

Adobe

LifeCycle Carriers / Vendors

Content

Management

System

Department Specific Systems

Organization Wide Systems & Tools

Supporting Infrastructure

Zendesk JIRA CRM SharePoint

WAConnProvider

One

Veteran

ServicesSSA

EIMSDHS-VLP

RIDPIRS

eHealthCMS-

Federal Hub

Financial Management

SystemWorkforce Management Tool eLearning System PIWIK GBS SHOP Pricing Tool LMS for Navigators Legal Track

Juniper

Firewalls

Cisco Meraki-

SwitchesArist-Switches Wireless

Voice

InfrastructureVirtualization eMail & SMTP Skype Servers Samanage EZ Texting

Laptop

InfrastructureOracle RUEI

System – Responsibility View

SystemIT and Vendor

Project Management

Requirements /

Design

Development or

ConfigurationTesting / QA Production Support

HPF

eHealth

Edifecs

Auto Recon

Oracle OIM/OAM/OAAM

CSA

Adobe Life Cycle

WMT

Financial System

Abila

SharePoint

CRM (DF, tickets)

Zendesk

SHOP Tool

Broker Learning System

Automated 1095 Tools

ES

P-1

Federal Services Hub

HBE ResponsibilityJoint ResponsibilityExternal Responsibility

Content Mgmt. System

Business Goals Business Sub Goals

Advanced Consumer

Choice and Decision

Making

Define And Deliver

Operational Excellence

Increased The Number Of

Insured And Access To

Affordable Coverage

Promote Equity Across

System

IT Initiative

Implement financial management system to improve financial reporting and analysis

Implement the next versions of Edifecs which will include carrier access and SHOP file processing to improve carrier – HBE operations

Create additional flexibility by building in house capabilities to participate in HPF development

Improve SDLC policies & procedures as well as production control across all systems in the IT ecosystem

Launch IT innovations team

Automate plan loading and Federal 1095 reporting

Implement content management system to provide customers more relevant and timely information

Implement HPF quality rating system to help customers make more informed health insurance purchasing decisions

Implement data warehouse to better understand current customer decisions

Implement HPF enhancements which will increase payments and grow enrollments through increased carrier integration

Implement family dental services on HPF

Expand the CSA tool to better support call center resources and HBE internal staff

Improve data quality through automated WAH renewal process and reduced manual data corrections

Implement HPF enhancements which will increase payments and grow enrollments through increased carrier integration

Implement family dental services on HPF

Expand the CSA tool to better support call center resources and HBE internal staff

Improve data quality through automated WAH renewal process and reduced manual data corrections

Implement data warehouse to support equity analysis and policy development

Implement content management system to improve and simplify UI for at risk populations

Establish a firm understanding of the Exchange’s financial state and needs for sustainability

Excel in areas of transparency and stakeholder engagement

Build an organization to meet the Exchange’s business priorities and customer experience goals

Drive new enrollment, especially in QHP’s

Implement a strong retention strategy for existing QHP and Washington Apple Health enrollees

Improve upon the existing customer experience and system performance

Provide consumers with decision-making tools to help make the right plan choice for each individual or family

Leverage data from Washington Healthplanfinder, consumer feedback, and partners to identify gaps in

consumers’ knowledge; and

Make use of reported data to formulate policy solutions to address affordability and choice

Institute equity benchmarks

Initiate proactive policies to increase equity

Establish metrics to measure success

Internal Milestone

External Milestone

Activities

Planned Projects and Milestones

HPF

External Partner

Systems (ES, P-One)

Annual Open

enrollment and 1095

Activities

Operational

Efficiencies

Innovation

Internal Systems

(Financial

Management, Abila,

SharePoint, CRM,

etc.)

Supporting

Ecosystem (CSA,

WMT, Edifecs, Auto

Recon, eHealth,

Content Mgt, Federal

Reporting)

Go-Live with HBE

Development Support*

Go-Live with HBE Development Support*

Go-Live

Go-Live Including Increased Carrier Integration*

V2 Automated Federal and 1095 Reports

Edifecs with Enhanced Reporting

CSA 3.0 Go Live, including WMT consolidation and P_ID Clean up Tool

CSA 5.0 Go Live*

CSA 4.0 Go Live

WMT 2.0 Go Live

Go Live

Go Live Go Live

Go Live Go Live

Go Live

Go Live

Financial Management System Go Live

Mar 2016 Apr 2016 May 2016 Jun 2016 Jul 2016 Aug 2016 Sep 2016 Oct 2016 Nov 2016 Dec 2016

2016


2016


2017

Feb 2017Jan 2017

ES CD Release

Financial Management System

P-One Release

ES Release

P-One Release P-One Release

ES Release

Manual P_ID Clean up

Data Warehouse Pilot Implementation

P_ID Clean up Through

Utility

Trial Eligibility / Optimization

Carrier Readiness Support

1095 Readiness

WAH Renewal Improved Process

Data Fix Reduction Initiative

P_ID Clean up Through CSA

Trial Eligibility / Optimization

Carrier Readiness Support

1095 Readiness

P-One Release

HPF Release 3.2

HPF Release 4.0

HPF Release 4.1

Edifecs Stabilization Edifecs Release Edifecs Release

CSA 3.0

Improve 1095 / Federal Automated Reporting

Content Management System

eHealth Release

CSA and WMT 5.0CSA and WMT 4.0

HPF Release 5.0

Data Quality


2017

Feb 2017Jan 2017

Budgeting and

Resources

Launch IT Innovations Team*

PMG Launch and Zendesk Clean upExpand CCB Responsibilities to

all Systems in IT Ecosystem*

Expand Production Control to Edifecs Launch New Change Management Process

Expand Production Control to HBE

Infrastructure

Standardizing SDLC Practices and

Artefacts Across all Systems*

Infrastructure

Security, Privacy,

Audits

Db Server Rationalization and Streamline

Network Plan

App Server Rationalization and Streamline

Network Plan Implementation

Desktop / Laptop Refresh

Project

OE ReadinessHardware, Server and Network Upgrades,

Security Review, Call Center Ramp Up

PIA Resubmission

Desktop / Laptop Refresh

Project

OE Readiness Hardware, Server and Network Upgrades,

Security Review, Call Center Ramp Up

ATC Review and Renewal IRS Internal Inspections Report

MARS-E 2.0 Compliance

App Viewer Sun Setting

CEV Backlog and Clean up

Updated Team Structure

FY18-19 Budget Planning Activities

Adobe Live Cycle UpgradeAdobe Live Cycle Version Upgrade

Draft IT Budget Including:

Deloitte contract

eHealth contract

DSHS agreement

Draft Five Year Roadmap View

OE Readiness: Benchmarks and SLAs OE Readiness: Benchmarks and SLAs

SharePoint Improvement Project

Beyond 2017

HPF Hardware Refresh

HPF Data Retention Strategy

HPF Reprocurement

Adobe Live Cycle Data Clean up

HBE – Deloitte Process Improvements

DSHS SLA

North Star Project Support

Oracle Negotiations

Web CMS 2.0

Edifecs Release Edifecs Carrier Portal Release

IRS SSR and CAP

Security Policy Review

SSP 1/3rd

Control AssessmentIRS CAP

PIA Resubmission IRS SSR and CAP

Correspondence Release

Deloitte Contract Negotiations

Information and Data1. We strive to only capture required and relevant data, ensure it is accurate and secure it

2. We are responsible for translating data into relevant information

3. We provide the infrastructure and tools that support information extraction for decision making

4. We inform and guide teams regarding proper data collection, consumption and distribution

5. We are responsible for defining a plan for and the implementation of data retention and record keeping

2018 VisionSystem Functionality O External stakeholders

Increasingly integrated with carrier websites

New broker and navigator tools to better manage clients

Carrier portal O Customer experience

Better customer guidance to improve customer experience and plan satisfaction

More customer self-service tools O Improved operations:

Fewer conditionally eligible applicants through improved data integrity, income verifications and supporting supporting tools

Fewer carrier / EDI reconciliation activities through new Edifecs validations

More Customer Service Applications and Workload Management Tools

Reduced dependency on DSHS’ Eligibility Service for increased HBE autonomy

Expanded HBE ownership of screens and correspondences O New channels

Mobile presence

Systems and processes O Rationalized system suite and vendors O Highly automated system change management process O Strong IT and Operational governance

Team O Growth path and recognition O Focus on high value initiatives O Increased number of publications, using system generated data