Expanding Customer Service Expanding Customer Service Delivery in a Changing WorldDelivery in a Changing World

Ideas to Better Serve Customers Today Ideas to Better Serve Customers Today and Position An Enterprise For and Position An Enterprise For Continued Growth TomorrowContinued Growth Tomorrow

Presenter: Rose Bossio,Project ManagerWashington State Department of Retirement Systems© 2002

OverviewOverview

• BackgroundBackground

• Business ProblemBusiness Problem

• SolutionsSolutions

• ApproachApproach

• DemonstrationDemonstration

• Lessons Learned Lessons Learned

Business BackgroundBusiness Background

Collecting member information Collecting member information from state and local government from state and local government employers is critical for DRS to employers is critical for DRS to perform its mission.perform its mission.

– Pension BenefitsPension Benefits– Withdrawals Withdrawals

What business problems were What business problems were addressed?addressed?

• Increase the accuracy and timeliness of Increase the accuracy and timeliness of monthly retirement reportingmonthly retirement reporting

• Simplify customer reporting process Simplify customer reporting process considering the reporting complexities considering the reporting complexities employers now face (e.g. PERS Plan 3)employers now face (e.g. PERS Plan 3)

Specific business problem Specific business problem challengeschallenges

• VolumeVolume

• FormatFormat

• TimelinessTimeliness

• AccuracyAccuracy

What is the solution?What is the solution?

• Web-Based Employer TransmittalWeb-Based Employer Transmittal (WBET)(WBET) to allow employer reporting to allow employer reporting of member informationof member information

• Member Status VerificationMember Status Verification (MSV) (MSV) to to allow employers to conduct system/plan allow employers to conduct system/plan checks prior to reporting member checks prior to reporting member informationinformation

Two web-based applications directly interacting with mainframe data:

What factors were considered in What factors were considered in making the decision to web-making the decision to web-

enable the legacy application?enable the legacy application?

• Strategic Strategic DirectionDirection

• Increasing Increasing Workload Workload

• Decreasing Decreasing Funding/StaffingFunding/Staffing

• Cost to Cost to Implement Implement

• Cost AvoidanceCost Avoidance

• Size of EffortSize of Effort• Number of usersNumber of users• SecuritySecurity• RisksRisks• TechnologyTechnology• Customer NeedCustomer Need• Client SoftwareClient Software

What technology approaches What technology approaches were considered and what was were considered and what was

selected?selected?

Client InterfaceClient Interface

• Electronic Form Electronic Form

Tool:Tool: Shana Informed product Shana Informed product

• Web ApplicationWeb Application

TechnologiesTechnologies: ASP, COM+, XML, : ASP, COM+, XML, HTMLHTML

Electronic FormElectronic Form

Web ApplicationWeb Application

Reasons for Web ApplicationReasons for Web Application

• No client installation requirements No client installation requirements

• Provides more flexibility for Provides more flexibility for application enhancementapplication enhancement

• Avoids vulnerability of reliance on Avoids vulnerability of reliance on third party softwarethird party software

• Skills learned can be applied to Skills learned can be applied to other web development effortsother web development efforts

MiddlewareMiddleware

• Entire XEntire X

• MQSeriesMQSeries

Reasons for MQSeriesReasons for MQSeries

• IT industry leader for message-IT industry leader for message-oriented middlewareoriented middleware

• Part of DIS strategic directionPart of DIS strategic direction

• Larger message capabilityLarger message capability

SecuritySecurity

• Digital SignatureDigital Signature

• ID/PasswordsID/Passwords

Reasons for ID/PasswordsReasons for ID/Passwords

• No cost to customerNo cost to customer

• No client installation requirementsNo client installation requirements

• Avoids delay waiting for issue of Avoids delay waiting for issue of digital signaturedigital signature

• Requires additional password Requires additional password before customer can submit reportbefore customer can submit report

Web Hosting EnvironmentWeb Hosting Environment

• Department of Information Department of Information Services (DIS)Services (DIS)

• InternalInternal

Reasons for DISReasons for DIS

• 24 X 7 availability with backup and 24 X 7 availability with backup and onsite recoveryonsite recovery

• Secure environmentSecure environment

• Consistent service provision with Consistent service provision with enterprise applications and dataenterprise applications and data

Processing/EditingProcessing/Editing

• MainframeMainframe

• Web ApplicationWeb Application

Reasons for MainframeReasons for Mainframe

• Maintenance (no process Maintenance (no process duplication)duplication)

• Real-time dataReal-time data

• Reduced development time Reduced development time (complex rules)(complex rules)

• Increased accuracyIncreased accuracy

Development SupportDevelopment Support

• ContractContract

• Internal StaffInternal Staff

Reasons for DecisionReasons for Decision

• Experience/Skills Experience/Skills

• MentoringMentoring

• Allows for ongoing maintenanceAllows for ongoing maintenance

• Expands business knowledgeExpands business knowledge

• Efficiencies gained from mixed Efficiencies gained from mixed work groupwork group

High Level Application ArchitectureHigh Level Application Architecture

Internet

Client

DRS Mainframe

(ADABAS, VSAM, CICS)

DIS Firewall

(Fortress)

MQSeries Messaging

Data

IIS Server

SQL Server

DemonstrationDemonstration

Lessons Learned and Lessons Learned and Best PracticesBest Practices

• Agree on development Agree on development environment and tools prior to environment and tools prior to constructionconstruction

• Involve future maintenance staffInvolve future maintenance staff

• Talk with other organizationsTalk with other organizations

• Involve customers/stakeholders Involve customers/stakeholders upfront in the designupfront in the design

Lessons Learned and Lessons Learned and Best PracticesBest Practices

• Develop proof of conceptDevelop proof of concept

• Be willing to change directionBe willing to change direction

• Recognize there will be tradeoffs Recognize there will be tradeoffs for decisions madefor decisions made

Questions?Questions?

Supplemental Supplemental InformationInformation

Tools UsedTools Used

Software:Software:• Web Application Development - Internet Web Application Development - Internet

Information Server (IIS), Active Server Pages Information Server (IIS), Active Server Pages (ASP), COM/COM+, XML/MSXML(ASP), COM/COM+, XML/MSXML

• Database – SQL Server 7Database – SQL Server 7• Active PDF Electronic FormsActive PDF Electronic Forms

Development Tools:• Microsoft Technologies (Visual Studio, SQL

Server Development Tools)

Challenges/RisksChallenges/Risks

• Environment preparationEnvironment preparation• Architecture decisionsArchitecture decisions• Baselines (target customer, Baselines (target customer,

recommended transaction limit)recommended transaction limit)• Experience with tools (e.g. MQSeries)Experience with tools (e.g. MQSeries)• ScopeScope• ScheduleSchedule• MaintenanceMaintenance