hbe it 2 year roadmap planned projects and milestones€¦ · provide consumers with...
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HBE IT 2 Year Roadmap
Business Strategy Plan Mapping
IT Guiding Principles
HBE IT Current State
Security
and Privacy
Information
and Data
IT Resources
and Talent
IT Architecture
And Standards
The Role of IT
IT Architecture and Standards1. We set the standards and promote adherence to technology, architecture, development, configuration, testing and
documentation
2. All system procurements are vetted through the IT team upfront and consider the total cost of ownership
3. When looking at technology investments, we look to buy first and host externally, unless there is a strategic reason to
build and/or host in house
4. We have and enforce production control standards
5. We define IT operational processes for all interactions with technology and systems
6. We strive to rationalize and standardize the IT ecosystem on an ongoing basis
IT Resources and Talent1. We continue to develop in house talent while relying on contractors for a few strategic areas where the benefits of
leveraging contractors outweigh the costs
2. We strive to retain our employees through clarified career paths, trainings and strength based development
3. We rationalize work and develop long term plans to increase work predictability
4. We cross train within the IT department to create a back-up for all essential duties
5. Develop a culture of collaboration across teams and shared responsibilities by producing an environment that
encourages ownership, ideas and innovations
6. We remain customer focused and look for resources who value customer service
Security and Privacy1. Safeguard client data – PII, FTI, and sensitive data
2. Follow security and privacy policies
3. Maintain a consistent and secure posture
4. Security and privacy requirements apply to all partners
5. Consider security & privacy when recommending
New Decisions
New Strategies
New Projects
New Solutions
6. Ensure an effective and timely recovery from a cyber incident and participate in disaster recovery
The Role of IT1. To facilitate transparency, communication, education and information sharing internally and externally while abiding by the applicable
security and privacy standards
2. To better understand our customers (individuals, small businesses, brokers, navigators, carriers, etc.) and to maintain existing
customer channels, create new and improved customer channels and to enable operational efficiencies
3. To proactively identify new opportunities or tools which will enable business to meet its strategic objectives and / or reduce operating
costs
4. To translate business needs into cost effective functional & technical solutions which can then be implemented
The Role of IT (continued)5. To be considered a partner to the business by delivering high quality services according to agreed upon SLAs
6. To manage IT vendors and to maintain strategic relationships with IT counterparts across critical stakeholders such as
DSHS, HCA, Federal agencies and carriers
7. To effectively manage, operate and maintain IT infrastructure and operations
8. To provide a full suite of services across the entire SDLC: requirements, design, development, test and operational
Interface Partners
Landscape of IT Supported Systems
KeyBankDSHS-
ES
HPF System
Akamai Auto Recon Edifecs Crush FTPCSA
Adobe
LifeCycle Carriers / Vendors
Content
Management
System
Department Specific Systems
Organization Wide Systems & Tools
Supporting Infrastructure
Zendesk JIRA CRM SharePoint
WAConnProvider
One
Veteran
ServicesSSA
EIMSDHS-VLP
RIDPIRS
eHealthCMS-
Federal Hub
Financial Management
SystemWorkforce Management Tool eLearning System PIWIK GBS SHOP Pricing Tool LMS for Navigators Legal Track
Juniper
Firewalls
Cisco Meraki-
SwitchesArist-Switches Wireless
Voice
InfrastructureVirtualization eMail & SMTP Skype Servers Samanage EZ Texting
Laptop
InfrastructureOracle RUEI
System – Responsibility View
SystemIT and Vendor
Project Management
Requirements /
Design
Development or
ConfigurationTesting / QA Production Support
HPF
eHealth
Edifecs
Auto Recon
Oracle OIM/OAM/OAAM
CSA
Adobe Life Cycle
WMT
Financial System
Abila
SharePoint
CRM (DF, tickets)
Zendesk
SHOP Tool
Broker Learning System
Automated 1095 Tools
ES
P-1
Federal Services Hub
HBE ResponsibilityJoint ResponsibilityExternal Responsibility
Content Mgmt. System
Business Goals Business Sub Goals
Advanced Consumer
Choice and Decision
Making
Define And Deliver
Operational Excellence
Increased The Number Of
Insured And Access To
Affordable Coverage
Promote Equity Across
System
IT Initiative
Implement financial management system to improve financial reporting and analysis
Implement the next versions of Edifecs which will include carrier access and SHOP file processing to improve carrier – HBE operations
Create additional flexibility by building in house capabilities to participate in HPF development
Improve SDLC policies & procedures as well as production control across all systems in the IT ecosystem
Launch IT innovations team
Automate plan loading and Federal 1095 reporting
Implement content management system to provide customers more relevant and timely information
Implement HPF quality rating system to help customers make more informed health insurance purchasing decisions
Implement data warehouse to better understand current customer decisions
Implement HPF enhancements which will increase payments and grow enrollments through increased carrier integration
Implement family dental services on HPF
Expand the CSA tool to better support call center resources and HBE internal staff
Improve data quality through automated WAH renewal process and reduced manual data corrections
Implement HPF enhancements which will increase payments and grow enrollments through increased carrier integration
Implement family dental services on HPF
Expand the CSA tool to better support call center resources and HBE internal staff
Improve data quality through automated WAH renewal process and reduced manual data corrections
Implement data warehouse to support equity analysis and policy development
Implement content management system to improve and simplify UI for at risk populations
Establish a firm understanding of the Exchange’s financial state and needs for sustainability
Excel in areas of transparency and stakeholder engagement
Build an organization to meet the Exchange’s business priorities and customer experience goals
Drive new enrollment, especially in QHP’s
Implement a strong retention strategy for existing QHP and Washington Apple Health enrollees
Improve upon the existing customer experience and system performance
Provide consumers with decision-making tools to help make the right plan choice for each individual or family
Leverage data from Washington Healthplanfinder, consumer feedback, and partners to identify gaps in
consumers’ knowledge; and
Make use of reported data to formulate policy solutions to address affordability and choice
Institute equity benchmarks
Initiate proactive policies to increase equity
Establish metrics to measure success
Internal Milestone
External Milestone
Activities
Planned Projects and Milestones
HPF
External Partner
Systems (ES, P-One)
Annual Open
enrollment and 1095
Activities
Operational
Efficiencies
Innovation
Internal Systems
(Financial
Management, Abila,
SharePoint, CRM,
etc.)
Supporting
Ecosystem (CSA,
WMT, Edifecs, Auto
Recon, eHealth,
Content Mgt, Federal
Reporting)
Go-Live with HBE
Development Support*
Go-Live with HBE Development Support*
Go-Live
Go-Live Including Increased Carrier Integration*
V2 Automated Federal and 1095 Reports
Edifecs with Enhanced Reporting
CSA 3.0 Go Live, including WMT consolidation and P_ID Clean up Tool
CSA 5.0 Go Live*
CSA 4.0 Go Live
WMT 2.0 Go Live
Go Live
Go Live Go Live
Go Live Go Live
Go Live
Go Live
Financial Management System Go Live
Mar 2016 Apr 2016 May 2016 Jun 2016 Jul 2016 Aug 2016 Sep 2016 Oct 2016 Nov 2016 Dec 2016
2016
Mar 2016 Apr 2016 May 2016 Jun 2016 Jul 2016 Aug 2016 Sep 2016 Oct 2016 Nov 2016 Dec 2016
2016
Mar 2017 Apr 2017 May 2017 Jun 2017 Jul 2017 Aug 2017 Sep 2017 Oct 2017 Nov 2017 Dec 2017
2017
Feb 2017Jan 2017
ES CD Release
Financial Management System
P-One Release
ES Release
P-One Release P-One Release
ES Release
Manual P_ID Clean up
Data Warehouse Pilot Implementation
P_ID Clean up Through
Utility
Trial Eligibility / Optimization
Carrier Readiness Support
1095 Readiness
WAH Renewal Improved Process
Data Fix Reduction Initiative
P_ID Clean up Through CSA
Trial Eligibility / Optimization
Carrier Readiness Support
1095 Readiness
P-One Release
HPF Release 3.2
HPF Release 4.0
HPF Release 4.1
Edifecs Stabilization Edifecs Release Edifecs Release
CSA 3.0
Improve 1095 / Federal Automated Reporting
Content Management System
eHealth Release
CSA and WMT 5.0CSA and WMT 4.0
HPF Release 5.0
Data Quality
Mar 2017 Apr 2017 May 2017 Jun 2017 Jul 2017 Aug 2017 Sep 2017 Oct 2017 Nov 2017 Dec 2017
2017
Feb 2017Jan 2017
Budgeting and
Resources
Launch IT Innovations Team*
PMG Launch and Zendesk Clean upExpand CCB Responsibilities to
all Systems in IT Ecosystem*
Expand Production Control to Edifecs Launch New Change Management Process
Expand Production Control to HBE
Infrastructure
Standardizing SDLC Practices and
Artefacts Across all Systems*
Infrastructure
Security, Privacy,
Audits
Db Server Rationalization and Streamline
Network Plan
App Server Rationalization and Streamline
Network Plan Implementation
Desktop / Laptop Refresh
Project
OE ReadinessHardware, Server and Network Upgrades,
Security Review, Call Center Ramp Up
PIA Resubmission
Desktop / Laptop Refresh
Project
OE Readiness Hardware, Server and Network Upgrades,
Security Review, Call Center Ramp Up
ATC Review and Renewal IRS Internal Inspections Report
MARS-E 2.0 Compliance
App Viewer Sun Setting
CEV Backlog and Clean up
Updated Team Structure
FY18-19 Budget Planning Activities
Adobe Live Cycle UpgradeAdobe Live Cycle Version Upgrade
Draft IT Budget Including:
Deloitte contract
eHealth contract
DSHS agreement
Draft Five Year Roadmap View
OE Readiness: Benchmarks and SLAs OE Readiness: Benchmarks and SLAs
SharePoint Improvement Project
Beyond 2017
HPF Hardware Refresh
HPF Data Retention Strategy
HPF Reprocurement
Adobe Live Cycle Data Clean up
HBE – Deloitte Process Improvements
DSHS SLA
North Star Project Support
Oracle Negotiations
Web CMS 2.0
Edifecs Release Edifecs Carrier Portal Release
IRS SSR and CAP
Security Policy Review
SSP 1/3rd
Control AssessmentIRS CAP
PIA Resubmission IRS SSR and CAP
Correspondence Release
Deloitte Contract Negotiations
Information and Data1. We strive to only capture required and relevant data, ensure it is accurate and secure it
2. We are responsible for translating data into relevant information
3. We provide the infrastructure and tools that support information extraction for decision making
4. We inform and guide teams regarding proper data collection, consumption and distribution
5. We are responsible for defining a plan for and the implementation of data retention and record keeping
2018 VisionSystem Functionality O External stakeholders
Increasingly integrated with carrier websites
New broker and navigator tools to better manage clients
Carrier portal O Customer experience
Better customer guidance to improve customer experience and plan satisfaction
More customer self-service tools O Improved operations:
Fewer conditionally eligible applicants through improved data integrity, income verifications and supporting supporting tools
Fewer carrier / EDI reconciliation activities through new Edifecs validations
More Customer Service Applications and Workload Management Tools
Reduced dependency on DSHS’ Eligibility Service for increased HBE autonomy
Expanded HBE ownership of screens and correspondences O New channels
Mobile presence
Systems and processes O Rationalized system suite and vendors O Highly automated system change management process O Strong IT and Operational governance
Team O Growth path and recognition O Focus on high value initiatives O Increased number of publications, using system generated data