The Commonwealth of Massachusetts MassHR Patricia Wada, Project Manager September 20, 2012

The Commonwealth of Massachusetts

MassHR

Patricia Wada, Project Manager

September 20, 2012

2


MassHR

In addition to the “running” a project – sometimes the role of the CW Project Manager – comes down to focusing on finding a solution between the Business Goals, sustainable technical solutions, operational changes, within the framework of the RFR, Contract, Task Orders, and Cost.

In HR/CMS (2000) – it was the bi-weekly schedule of events between HR, Time and Attendance, and Payroll including HR/CMS, GIC, MMARs, and TRE;

In MMIS (2008) – it was processing claims 24by7, changes to how claims are “bundled,” new member ids, new provider numbers, and the performance goals of near real time processing;

In MassHR – it is 24 by 7 operations, automating Time and Labor Rules (Overtime, Shift Differentials), Time Collection Devices, Business Process Changes at the Agency, and the Employee Service Center.

3


MassHR Evolution

Research and analysis (2008-2010) establishes Business

Case for MassHR

Self-Service Time and Attendance

Roll Out 1: April 2012Roll Out 2: July 2012Roll Out 3: Fall 2012

As of 6/28/12

4


GovernorsAdvisoryCouncil

SecretariatModernization

Project

HRCMS ManagementCouncil

CHRO/ITD/CTR/ANF

Oversight Committee

HR Leadership Com(HRAC)

HRCMS Advisory Steering Committee

Paul Dietl (HRD)*Martin Benison (CTR)John Letchford (ITD)

William Marchant (TRC)James Montgomery-Hyde (EHS)

Barbara Nobles Crawford (EEA)**Dolores Mitchell (GIC)

Care Corner-Dolloff (RGT)Michael Lee (DOT)

Marcie Desmond (ANF)Steve Kenyon (BRC)John Glennon (ITD)Bill Sweeney (SDS)

* Chairperson CHRO** HRAC

Staff to the Steering Committee - HR/CMS Program Manager and Team

Leads

HR/CMS Draft Governance

CHRO

Project Management Team Patricia Wada (MassHR Program Mgr.)

Lana Jerome (Director Of Employee Service Ctr)Renee Fullem (MassHR Dir. Of Talent Mgmt)

Darrel Harmer (ITD)Maureen Chew (ITD)

Kathy Sheppard (CTR)

5


A few of the many faces of MassHR…..

6


Project Task Orders

Task Order Start Finish

1: Project Management Office and Technical Architecture (Accenture) Nov 2011 TBD

2: Strategic Services and Talent Management (Deloitte) Nov 2011 Jan 2013

3: Shared Services for Time and Attendance Self Service (Accenture)

Nov 2011 Jan 2013

4: Shared Services for other Human Resources Functions (Accenture) TBD TBD

5: Time and Attendance Self Service (Accenture) Nov 2011 March 2013

6: Implementation of other PeopleSoft modules (Accenture) TBD TBD

7


Task Order 2:Strategic Services and Talent ManagementMassHR FY 2013 Priority Programs

Program Title Program Description Delivery Method

Leadership (Directors and Above)

Leadership Excellence Program for Senior Management

Challenges leaders to excel by providing a leadership framework that emphasizes leading transformational change, building collaboration and influence and fostering entrepreneurship and high performing teams

Instructor-Led

Managers and Supervisors

Coaching, Evaluating and Delivering Constructive Feedback

Provides the skills to successfully coach, develop and evaluate individuals and teams. Virtual Learning Series

Workforce

Effective Goal Setting and Follow Through

Provides participants with techniques for setting effective goals to maximize their potential for achievement

Instructor-Led

Project Management for non Project Managers

Provides fundamental leadership and organizational skills required to effectively manage projects including time management, project planning, allocating resources, and implementing projects

eLearning

Problem Solving Strategies Through inter-active exercises, demonstrates a multi-step approach to developing solutions to issues through problem solving, managing group conflict and thinking logically

eLearning

Building and Maintaining a Results-Oriented Culture

Presents an opportunity to explore the implications of a culture where the focus is on outcomes, accountability and excellence

Instructor-Led

HR and Others

Workforce Analytics Demonstrates how applying analytics can help make better informed workforce decisions around hiring, training and succession planning

Instructor-Led

Business Process Redesign

Outlines the business process redesign model with emphasis on a clear methodology as well as benefits of using the model

Instructor-Led

HR

Strategic Workforce Planning and Succession Planning

Provides participants with an understanding of workforce planning (aligning priorities of the organization with workforce needs) and succession planning (identifying and developing internal talent to fill key positions)

Instructor-Led

Becoming an HR Business Partner

Guides HR Business Partners in the evolution of the role as a key component of the HR Services Delivery model for the Commonwealth, including expectations, responsibilities and considerations for success

Instructor-Led

8


Task Order 3: MassHR – Employee Service Center – April 2013

MassHR Self Service Time and Attendance: 3 Roll Outs; Executive and Non Executive Departments

9


SSTA 9-5 Rollout #2 Success Criteriaas of 9/4/12

Criteria Status Comments

Self Service Time & Attendance (SSTA) Application

2 successful payrolls (per metrics agreed to with PMT) Green First payroll ran on Tuesday 7/31/12. This payroll from an employee perspective was a significant success. However, there were a few backend issues that occurred related to payroll processing that were summarized by CTR and matched to the program Payroll success criteria resulting in not passing all of the stabilization criteria for that particular payroll.

The second payroll since go live ran on Tuesday 8/14/12 and was deemed successful by PMT on 8/21

The third payroll since go live ran on Tuesday 8/28/12 and was deemed successful by PMT on 9/4

All critical/high defects resolved Green Critical and high issues resolved

Employee Service Center (ESC)

Staff sufficiently prepared and able to do their workwith minimal assistance

Green

Customer wait time has stabilized – there are nosignificant swings period over period

Green

Tools are operable and reporting can begenerated as planned

Green

Backlog is within 3 days of volume Green

Escalated Payroll Notification process invoked <20% of ESC served agencies (e.g., 20% of R1/R2 agencies enter the process due to 10% or more not having time entered or approved)

Green Was not invoked for the first, second or third payroll after go live

Non-ESC Supported Department Support

Escalated Payroll Notification process invoked <20% of the time Green Was not invoked for the first, second or third payroll after go live

10


SSTA & ESC Complex Rollout Segment Date Options – 6/19/2012 – OLD Dates

Option Pay Period Begin & Go Live Date(Sunday)

1st Payroll & Paycheck

Considerations Confirmed as Viable Option for a Segment?

Option A 10/7/12 Tues: 10/23/12Fri: 10/26/12

• Monday 10/8/12 is the Columbus Day Holiday Per 6/19 PMT - YES

Option B 10/21/12 Tues: 11/6/12Fri: 11/9/12

• ITD work begins on Bundles Per 6/11 & 6/19 PMT – YES

Option C 11/4/12 Tues: 11/20/12Fri: 11/23/12

• Friday 11/23/12 (receipt of paycheck) is the Friday after Thanksgiving – what support would be needed on a holiday week?• Monday 11/12/12 is the Veteran’s Day holiday which is the Monday of the second week of the pay period• ITD work in process on Bundles

Per 6/11 & 6/19 PMT – YES

Option D 11/18/12 Tues: 12/4/12Fri: 12/7/12

• The week of 11/18/12 is Thanksgiving Week • ITD work in process on Bundles

Per 6/11& 6/19 PMT - YES

Option E 12/2/12 Tues: 12/18/12Fri: 12/21/12

• Friday 12/21/12 is the last paycheck prior to the Christmas Holiday and would the first pay check for those employees after go live• Tax Updates and Bundles targeted for 12/22 (key work 12/10 – 12/21)

Per 6/11 PMT – Not Likely b/c 1st Paycheck date.

Per 6/19 PMT - NO

Option F 12/16/12 Tues: 1/1/13Fri: 1/4/13

• Confirmed payroll would run 1/1/12 as per the normal schedule• Given holiday would need to determine escalation process and dates• Large number of employees will likely be out on vacation• Impact of Year End Activity – W-2s (12/18/12 – Mid Jan)• Tax Updates and Bundles targeted for 12/22 (key work 12/10 – 12/21)

Per 6/11 PMT – Not preferred

Per 6/19 PMT - NO

Option G 12/30/12 Tues: 1/15/13Fri: 1/18/13

• Week of 12/30/12 includes the New Year’s Holiday• Upgrade effort planned to start at the first of the year• Impact of Year End Activity – W-2s (12/18/12 – Mid Jan)

Per 6/11 PMT Yes. Per 6/19 PMT –NO

Per 6/20 EC – Investigate6/22 – Confirmed as NO

Option H 1/13/13 Tues: 1/29/13Fri: 2/1/13

• Upgrade effort planned to start at the first of the year• Impact of Year End Activity – W-2s (12/18/12 – Mid Jan)

Per 6/11 & 6/19 PMT - YES

Option I 1/27/13 Tues: 2/12/13Fri: 2/15/13

• Upgrade effort planned to start at the first of the year Per 6/11 & 6/19 PMT - YES

Segment 1

Segment 2

Segment 3

Contingency

11


SSTA Complex Rollout – As of 9/10/12 – Weekly Go/No/GoArea Status Change Summary Comments

Overall StatusRed

Strategic Services: WEPs on schedule (Group 1 Signed Off), Balanced Scorecard signed off & survey reviews complete with HRAC with additional communication in processComplex Rollout: Tracking behind schedule for several activities and mitigation in process for several priority risks and go/no go issues

Technical Infrastructure Yellow

Performance: Test plan complete with several risks identified for mitigation. Test execution was targeted to begin week of 9/10 but delayed due to status of 24x7 rule system test.24x7/ High Availability: Test review completed Monday 9/10 with follow up in process for confirmation and sign off of migration on 9/13Tech Review Report & Tech Roadmap Deliverable Follow Up: Additional update and review planned in support of Complex rolloutPenetration Test: Test execution planned for 9/17 – 10/3 with final report expected 10/5. Mitigation targeted for completion by 10/11

Employee Service Center (Complex)

YellowLocation: Plan is to use Hurley – all work currently tracking to scheduleEnabling Technology: Telephony options discussions in process to accommodate 1 site decisionStaffing: Interviews in process, and offers are being extended – lower than expected acceptance rates

SSTA (Complex) Red

Requirements/Design: Need closure on open issues like rounding rules Other design reviews completed 3 weeks behind scheduleBuild: Build scheduled for completion by end of August given delay in design reviews – 2 work units remain outstanding (817 & 830)Testing: Tracking several weeks behind schedule on system test execution given delay in design reviews and development . Additional design changes identified through testing that were approved with PMT on 9/11/12. Critical milestone on Friday 9/7 to run payroll simulation test is now delayed. Agency Conversion Files: Data files received but 3 weeks+ delay in receipt . Initial load to production completed; segment 1 final files targeted for 9/28/12

TCD/IVRRed

Overall: Several tasks are behind schedule. This still poses a significant risk to go live that is being monitored weekly - Daily meetings in process with KABADesign, Build & Test: TCD Design was revisited (menu design to 4 menus) - confirmed, reclosed and provided to KABA for build. IVR design completed and provided to KABA for build. Follow up in process with KABA to confirm build completion dates. TCD/IVR Test prep in process. Technical Readiness: B-COMM Production server setup complete for inside magnet; solution for Biometric clocks identified to be discussed with agencies who are planning to use biometricInstallation: Installation for shipment 1 completing week of 9/10. Additional risk assumed while B-COMM Production environment setup in process. This follow up work now needs to be planned and completedBusiness Process /Operations: Several open issues to identify details of business process and operational procedures

TO3/5 Change Management Yellow

Overall Yellow given dependencies on SSTA, Infrastructure and TCD/IVRCommunications: In process as scheduledTraining: Training development in process – delivery for segment 1 targeted to begin mid-Sept based on a 10/21 go live. Approach for training environment to be accessible from the internet in process.Readiness: Readiness discussions in process with Secretariats and Liaison meetings in process

Collective Bargaining

Yellow Additional effort required in preparation for the Complex rollout especially in support of TCDs and potentially ESC staffing depending on outcome of hires and acceptance

12


SSTA & ESC Complex Rollout Segment Date Options – 9/13 Current Schedule

Option Pay Period Begin & Go Live Date

(Sunday)

1st Payroll & Paycheck

Considerations Confirmed as Viable Option for a Segment?

Option A 10/7/12 Tues: 10/23/12Fri: 10/26/12

• Monday 10/8/12 is the Columbus Day Holiday Per 6/19 PMT - YES

Option B 10/21/12 Tues: 11/6/12Fri: 11/9/12

• ITD work begins on Bundles Per 6/11 & 6/19 PMT – YES

Option C 11/4/12 Tues: 11/20/12Fri: 11/23/12

• Friday 11/23/12 (receipt of paycheck) is the Friday after Thanksgiving – what support would be needed on a holiday week?• Monday 11/12/12 is the Veteran’s Day holiday which is the Monday of the second week of the pay period• ITD work in process on Bundles

Per 6/11 & 6/19 PMT – YES

Option D 11/18/12 Tues: 12/4/12Fri: 12/7/12

• The week of 11/18/12 is Thanksgiving Week • ITD work in process on Bundles

Per 6/11& 6/19 PMT - YES

Option E 12/2/12 Tues: 12/18/12Fri: 12/21/12

• Friday 12/21/12 is the last paycheck prior to the Christmas Holiday and would the first pay check for those employees after go live• Tax Updates and Bundles targeted for 12/22 (key work 12/10 – 12/21)

Per 6/11 PMT – Not Likely b/c 1st Paycheck date.

Per 6/19 PMT - NO

Option F 12/16/12 Tues: 1/1/13Fri: 1/4/13

• Confirmed payroll would run 1/1/12 as per the normal schedule• Given holiday would need to determine escalation process and dates• Large number of employees will likely be out on vacation• Impact of Year End Activity – W-2s (12/18/12 – Mid Jan)• Tax Updates and Bundles targeted for 12/22 (key work 12/10 – 12/21)

Per 6/11 PMT – Not preferredPer 6/19 PMT - NO

Option G 12/30/12 Tues: 1/15/13Fri: 1/18/13

• Week of 12/30/12 includes the New Year’s Holiday• Upgrade effort planned to start at the first of the year• Impact of Year End Activity – W-2s (12/18/12 – Mid Jan)

Per 6/11 PMT Yes. Per 6/19 PMT –NOPer 6/20 EC – Investigate6/22 – Confirmed as NO

Option H 1/13/13 Tues: 1/29/13Fri: 2/1/13

• Upgrade effort planned to start at the first of the year• Impact of Year End Activity – W-2s (12/18/12 – Mid Jan)

Per 6/11 & 6/19 PMT – YESPer 8/29 PMT & EC – NO B/C of CBAs

Option I 1/27/13 Tues: 2/12/13Fri: 2/15/13

• Upgrade effort planned to start at the first of the year Per 6/11 & 6/19 PMT – YES

Option J 2/24/13 Tues: 3/12/13Fri: 3/15/13

• Upgrade effort planned to start at the first of the year• School vacation appears to be the week of 2/17

Per 9/11 PMT – YES with follow up by ITD by end of day 9/11 requested

Option K 3/10/13 Tues: 3/26/12Fri: 3/29/12

Target

Target

Target

13


Thoughts about Project Management

1.My favorite project is always my most recent project, until my current project reaches that tipping point and becomes my favorite project;

2.My project methodology includes:

- sharing an office with my Integrator / Project Manager

- encouraging project “culture”

- including Executives from other agencies on my Executive Committee;

1.The role of the CW PM – is often to find a solution between the Business Goals, sustainable technical solutions, operational changes, within the framework of the RFR, Contract, Task Orders, and Cost;

- early on figure out the most complicated business process – and dig in.

4. My favorite project management book is “Better” by Atul Gawande

14


MassHR Rockstars

The MassHR Rockstar Award has been given by the PMO at regular intervals to one team to celebrate significant team milestones and achievements. Rockstars are nominated by fellow MassHR Project members and the announcement of winners is a high point at All-Team meetings.

Past Winners Include:Strategic Services and Talent Management Team Shared Services Team Communications TeamEmployee Service Center (ESC) Team Collective Bargaining – Matt HaleSelf-Service Time and Attendance Testing TeamTCD (Time Collection Devices) Team

15


Questions?

Documents

The Commonwealth of Massachusetts MassHR Patricia Wada, Project Manager September 20, 2012