TXCSES 2.0 : An Incremental Approach to System Replacement

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2 TXCSES 2.0 : An Incremental Approach to System Replacement Texas Office of the Attorney General Child Support Division WICSEC November 1, 2011

3 Agenda Background of TXCSES 2.0 Initiative Need for System Replacement Anticipated Benefits Why an Incremental Approach Challenges and Strategies Questions and Answers

4 Background of TXCSES 2.0 Initiative Business Process Redesign Study conducted in SFY2007 Detailed assessments and cost benefit analysis completed in SFY2008 Projects prioritized and TXCSES 2.0 (T2) Initiative formed in SFY2009 As Needed Advance Planning Document for T2 Initiative approved August 2009 Development Services vendor hired in October 2010

5 Background of TXCSES 2.0 Initiative

6 Need for System Replacement Twenty (20) year old technology/green screens Inability to keep pace with changing program needs System is too complex long learning curve Workforce availability Program and IT Lack of customer self directed services

7 Anticipated Benefits Customer Benefits Enhanced self service options and expanded customer communication vehicles Increased collections on child support cases Improved customer service Child Support Worker Benefits More fully automated business processes User friendly, web based system interface Access to electronic case files Program Savings and Increased Collections Reallocation of staff to functions that increase collections Increased operational efficiencies

8 Why An Incremental Approach Approach Objectives: Manage costs and fund the effort within anticipated appropriations Realize benefits sooner Minimize impact to ongoing operations Manage organizational change Mitigate big bang risks

9 Incremental Approach is Financially Flexible Desire to work within existing budget No special appropriation request Allows us to adapt to changing budgets We will realize return on investment prior to making the full investment

10 Incremental Approach Allows Sustained Operational Performance Replacing entire system at once would require larger diversion of resources from business operations Can replace system following the Child Support lifecycle Apply lessons learned from initial projects to later ones

11 Incremental Approach Facilitates Higher Level of Staff Support End users can adopt the change in manageable pieces rather than all at once Program Management/IT can develop skills and transition responsibility from vendors over an extended period

12 Incremental Approach Mitigates Big Bang Risks Better anticipate and manage implementation risks and system roll out Lessons Learned from earlier phases allow for improvement along the way Scope, schedule, deliverables and resources managed within discrete projects by phase Contain impact to operations

13 Challenges and Strategies No approach is perfect; they all come with inherent challenges What are we doing to manage the challenges of an incremental approach?

14 Incremental Approach Requires Additional Coordination Sub projects running concurrently in different project lifecycle phases Portfolio Managers oversee groups of interrelated projects to facilitate coordination and communication Governance bodies are in place to ensure important decisions are appropriately controlled, executed, and communicated

15 Incremental Approach is Susceptible to Technology Obsolescence Incremental or big bang system replacement must be built on technology that is sustainable With incremental, each phase can begin with the most current technologies Model driven and multi tiered approaches enable technologies to change without a system replacement

16 Incremental Approach Requires Legacy Integration Data, user interfaces, and processes all need to be integrated during each phase of the project Functionality in the legacy system will need to be retired as it is replaced with renewed functionality lack of modularity adds complexity in determining what to carve out for each phase Whether the task is being performed in the renewed or legacy functionality, or the triggered event happens in the renewed or legacy functionality, it needs to be seamless for the user

17 Incremental Approach Extends Duration of Stakeholder Engagement Stakeholders will be engaged in the change process over a longer period of time than big bang Our dedicated Transition Management team is charged with: Communicating to stakeholders Training through a blended learning approach Examining the impact of changes on roles, responsibilities, skills, etc.

18 Incremental Approach Critical Success Factors Have a well planned strategy with the appropriate controls in place to manage risks and changes Use prototyping and proof of concept techniques to vet out areas of high risk or uncertainty Establish technical guiding principles that are aligned with the goals of business Communicate openly and frequently with all stakeholders to ensure expectations are understood and achievable Plan and start transition activities early and continue over the life of the project