Managing Registry Transition The Sea of Change:

Francisco Miranda – Pennsylvania Shawnzia Thomas - Georgia Patricia Viverto - Arizona

Francisco Miranda – Pen

What is our purpose? What are we seeking to accomplish? Who will be impacted? Who are the players? Statutory changes? What will it look like when complete?

Where do we begin?

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To develop a more user friendly system To prepare for needed changes in skillsets for staff To develop a system that will generate fewer rejections Support improved customer service (face-to-face, call center & online) System/staff should work smarter not harder To improve front & back end processes

Why do we need a change?

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Staff Customers (Internal & External) Other State Agencies Law Offices Business community

Who will be impacted?

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Secretary of State Corporation Commission Other State Agencies State Legislators IT Departments (within Secretary of State & Corporation Commission Offices) Outside Vendors

Who are the players?

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Current forms Statutes – Any legislative constraints Office procedures Handbooks Institutional knowledge Determine your budgetary needs Solicit feedback from your end users

Information gathering

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Monitor achievement of our purpose Define specific outcomes Define clear path/goals Provide specific tasks to staff Include all staff in process Consider Management Theory: Theory X vs. Theory Y Simply remember – trust in employees to implement the program requires you to motivate and inspire them. Theory Y management style supports teamwork!!

How do we get there?

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Why an application needs to be enhanced or replaced Cost to maintain the application by third party vendor Budget constraint Old technology (Hardware/Software) Newest technology, less maintenance costs Current application not user/customer friendly Better reporting system and metrics Better end product delivery (email over paper) Cost savings on operating costs (envelope/stamps/staff)

Application Life Cycle

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Procurement Options and Timelines

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Research company Review system – demos and testing Get testimonials and references Site visits – see facility, look at current staff

Choosing a vendor

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We have a vendor!!!!!! Now What?

Tell the vendor what you want and need. Do not allow a vendor to give you a cookie cutter system

Requirements meeting. Everyone that will be touching the system within the agency should be involved in the requirements gathering. Examiners, IT, Attorney, Intake, Customer Service, Stakeholders and Accounting. Involving everyone most often guarantees BUY IN…….

Take good notes because this is what the vendor is building your system from.

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Project Life Cycle

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Issues related to increased workloads Customers will need more assistance Higher call center volume Data entry backlog while becoming familiar with new system Staff will learn new set of skills which will contribute to backlog Frustration (staff & customers) during personal and electronic interactions

Prepare for the worst…expect it to get better

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Emotions will run high!!

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Provide support for staff during these emotional times by:

Acknowledging their frustration Implementing an active listening strategy Having an open door policy Keeping them in the loop…communication is key Encouraging them to provide feedback/suggestions Providing supplemental training and resources Getting in the trenches with them; leading by example

What can you do to ensure a seamless transition?

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Develop “Use Cases” (Scenarios) Set specific steps and expected outcomes – leave no stone unturned Involve staff – more likely to get buy-in if they are familiar with the new program Provide staff specific testing instructions with periodic updates or changes in methodology

You must have a Testing Environment.

TEST

perio

re

dology

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Who should TEST?????

Customers Examiners IT Attorneys Intake Customer Service Accounting

TEST TEST TEST & continue to test until GO LIVE…. Test after GO LIVE – ALWAYS have 2 GO LIVE dates

1 – Internal - This is your 1st time in production. 2 – External

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This happens with any kind of change. You are not going to be able to make everyone happy. Some people just DO NOT LIKE CHANGE and it has nothing to do with you.

Ask Yourself Did I improve the overall system for both customers

WE DID IT!!!! But…… Somehow….I still have some unhappy internal and external customers

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Acceptance Training vs Processing filings

During working hours After working hours Business closing earlier

Constant comparison Old system vs New (missed this, missed that)

Impact of the application to staff and customers

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Continue reviewing each program area process for possible improvement Interview each program area and customers SME by the

Programmer analyst Project Manager MIS team Vendors

Creation of user stories (Descriptions/Acceptance Criteria/Business Value) Test, test and re-test each stage from an environment perspective

Development Staging Production

Maintenance & Improvements

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Maintenance never ends

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Sample of a User Story

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Bureau/business area(s) perspective Contractor perspective Budget perspective Timeline perspective

System Stabilization

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A Year of Processing Time

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2016

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2016

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2/22

/201

6 2/

29/2

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3/7/

2016

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14/2

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3/21

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6 3/

28/2

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4/4/

2016

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11/2

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4/18

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25/2

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2016

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9/20

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5/16

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23/2

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6/27

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5/20

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/27/

2016

Sum of UCC

Sum of CM

Sum of BP

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Application deployments Data migrations Software and hardware maintenance Bugs and enhancements Year end filings Budget Approved legislation – House Bills/approved Acts Holidays and closing due to weather Staff dependability

Union HR

Factors That May Impact Processing Time

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Reporting

Case Management

Business Processing

UCC

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Reporting

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Sum of UCC

Sum of Cert

Sum of CM

Sum of BP

Sum of CHAR

Sum of IPP

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Other Reporting

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Effective, ongoing & continuous communication To and From Within the Bureau/Program area Customers/Service Companies MIS Team Contracted Service Providers Consolidated Services

Extra help by implementing Overtime Hiring of Temporary Employee (TCP) Annuitant Cross training Staff (Moving internal personnel where the help is needed)

Mitigation Plans

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When developing the new system Ask for exactly what you want Review current processes and add your “wish list” Add instructions – less customer confusion equals better customer service Put yourself in the customer’s shoes…is the process truly user friendly? Continually audit and refine your system in an attempt to make it “Lean & Mean” during these times of “changing tides” Provide effective and continuous communication throughout the entire project & maintenance of the application

Some final thoughts…

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Thank you!!

QUESTIONS? Issues on the employees’ minds can affect the implementation and management of Registry Transition

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