State of Florida HRO: People First. October 22, 2008

Transcription

1 State of Florida HRO: October 22,

2 Welcome Presenter: David DiSalvo, DMS Director State of Florida Department of Management Services Additional Comments: Brian Andrew, Director of Client Services Convergys 2

3 Agenda Overview Lessons Learned Attributes of a Successful Partnership Planning for Future Success 3

4 Overview 4

5 Overview Product Brand: Purpose: Human Resource & Benefits Administration Tool Software: SAP, Oracle, Authoria Service Provider: Convergys (4 subcontractors) Replaced 20-year-old Mainframe-Based COPES Application (HR System) Two Service Centers Over 232,000 Users One of the Largest and Most Comprehensive State Government HR Outsourcing in the U.S. 5

6 Overview: System HR Tool 6

7 Overview: System HR Tool Payroll administration, attendance and leave, staffing, benefits administration, organizational management, and data warehouse services Convergys-hosted SAP based system integrated with state payroll systems & insurance carriers Web-based; 24/7 access 7

8 Overview: Service Centers 8

9 Overview: Service Centers Tallahassee and Jacksonville 45,000 calls per month 242,000 payroll records per month 77,000 Jobs Posted (since 2003) 4.5 million applications (since 2003) 52 million Jobs Viewed (since 2003) 9

10 Overview: Team 10

11 Overview: Our Customers Over 232,000 System and Service Center Users State agencies / executive, judicial, legislative branches / cabinet / other entities (139,000) Universities (45,000) Retirees (48,000) 11

12 Overview: Timeline Past to Current February Business Case January May Staffing May July Amendment 6: Extended Contract to 2011 July January Benefits January October Today 2011 Contract Ends August Contract Signed DW, HR, Payroll Amendment 10: Original Contract End Date August August May August

13 Overview: DMS Role Contract Management Transition Planning Issue Resolution Communication Training Systems Design 13

14 Overview: Convergys Role Provides administrative services to support payroll, benefits, organizational management, staffing Hosts and related systems Required to keep state HR data secure Collaborates with state to address new challenges Required to meet or exceed 25+ monthly performance metrics 14

15 Overview: Benefits of Improved business controls, system security and audit tracking Employee and manager self-service Standardized some processes Replaced 7 legacy systems with ERP Automated manual processes Improved benefits open enrollment process 15

16 Overview: Ways to Improve Make more user friendly Improve navigation and messaging Update old SAP Platform (4.6C/R3) Implement learning and performance management systems Increase online reports Improve vendor knowledge of complex state benefits/insurance rules and practices 16

17 Lessons Learned Well-Documented Council on Efficient Government; Report No. R08-002; January 17, vernment/reports/report_to_the_governor Importance of Proper Planning, Possibly the most important element in the success of a project is proper planning. 17

18 Lessons Learned My Top 10 (in no particular order) 1. Create an Effective Governance Model A lack of an effective governance model led to significant system customizations Six agency heads from at the Department of Management Services led to lack of continuity Engaged leadership 18

19 Lessons Learned My Top 10 (in no particular order) 2. Set Appropriate and Realistic Expectations for All Stakeholders 19

20 Lessons Learned My Top 10 (in no particular order) 3. Develop a Realistic as-is Assessment, Blueprinting, System, Development and Implementation Period Initial timeline to design, build, and implement the system was 9 months; this time allotment was found to be significantly inadequate In total, 28 months were needed to complete the implementation (from August 2002 to January 2005) 20

21 Lessons Learned My Top 10 (in no particular order) 4. Assess the Need for and Implement Realistic Amount of State Resources for Change Management 862 HR staff positions cut from state agencies Contract does not include funds for future system enhancements 21

22 Lessons Learned My Top 10 (in no particular order) 5. Determine the Extent of Change Management Needed Stakeholder buy-in Communication and training at all levels 22

23 Lessons Learned My Top 10 (in no particular order) 6. Establish Clear Contract Deliverables and Requirements Spell out data security requirements Plan for regular system upgrades Amendment 10 clarifies the contract terms, conditions, and requirements 23

24 Lessons Learned My Top 10 (in no particular order) 7. Clarify Ownership of Intellectual Property in Contract Section 9.34 The Department acknowledges and agrees that the Department is contracting with Service Provider for Service Provider to provide Services only and not for Service Provider to create or develop anything. Amendment 10 clarifies both parties rights to the intellectual property 24

25 Lessons Learned My Top 10 (in no particular order) 8. Clarify Process, Conditions, and Responsibilities to Transition to a Next Generation HR Model Very little thought was put into determining what to do in case of contract termination or expiration of the contract Amendment 10 clarifies the conditions and responsibilities for each party 25

26 Lessons Learned My Top 10 (in no particular order) 9. Create and Maintain a Properly Staffed State Project Team to Manage the Project From Inception to Implementation and Stabilization. No formal project team established in the beginning; established in 2005 Much greater contract oversight and administration needed 26

27 Lessons Learned My Top 10 (in no particular order) 10. Business Practices Were Poorly Defined and Were Not Re-engineered Resulted in highly customized system Contract stated, Policies and procedures will be consistent across the in-scope Departments but this did not occur 27

28 Partnership Customers Trust Communication Partnerships Commitment Accountability Continuous Improvement Performance Measures 28

29 Partnership Strive for Continuous Improvement Renegotiated Contract (Amendment 10) Reviewing, Mapping, and Improving All Benefits Administration Processes Implemented Improvements at Service Centers (All Calls Recorded, Warm Transfers, IVR Simplification) 479 System Enhancements (Since January 2005) 29

30 Planning for Future Success Continue to Listen to Our Customers and Stakeholders Determine the Right Mix of In/Out Sourcing Follow a Comprehensive Plan Learn from Past Challenges and Experiences Learn from Other HR Transformation Projects Evaluate Council on Efficient Government & OPPAGA Independent Study 30

31 Thank You David DiSalvo DMS Director DMS.MyFlorida.com/PF 31