Speakers:
William Pappalardo, Tufts Health Plan
Tim Reilly, Prolifics
Abstract: In this session, you will learn why Tufts Health Plan chose IBM's Customer Experience Suite and Employee Experience Suite to replace their existing portal portfolio. Tufts Health Plan wanted to ensure they had a world class future looking user experience platform in place before modernizing and investing in new capabilities for their users. The session will detail how they subsequently planned and delivered an effective online experience using portal, web content management, forms, social solutions and more. The team will discuss their business priorities, technology selection, lessons learned, and what's up next in their roadmap.
2. Introductions
Who we are
William Pappalardo is an IT Director at Tufts Health Plan. He is responsible for implementing
all new applications as well as enhancing and supporting all existing applications. He has over
25 years of experience implementing a wide variety of applications onto many different
platforms.
Tim Reilly is a User Experience Practice Director with Prolifics, specializing in Portal and Web
Content Management. He has led the implementation of many global projects using IBM
WebSphere Portal and has extensive background in enterprise portal architecture. He
specializes in providing Enterprise Java and Portal solutions leveraging IBM's Exceptional
Web Experience products. He has over 10 years of experience with WebSphere Portal and is
a former Apache Software Foundation committer
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3. Agenda
Tufts Health Plan and a Successful Digital Experience
The Challenges and Opportunities
Our Assessment and Implementation Process
Lessons Learned
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5. Tufts Health Plan
About Us, Who We Are
Since 1979, Tufts Health Plan has been committed to providing a higher standard of health
care coverage and to improving the quality of care for every member.
Tufts Health Plan, through our philosophy, our people, and our innovation, offers you a local
health plan with a national reputation for excellence. No one does more to keep you healthy.
Mission: To improve the health and wellness of the diverse communities we serve
Vision: Every life improved through access to high-quality, affordable health care
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6. Tufts Health Plan
Second largest health plan in Massachusetts
~ 1M Members
Ranked by NCQA as one of the top US Health Plans for the past 9 years and also ranked as one
of Top 10 Places to Work in Massachusetts in 2013
Serves 3 lines of Business
Commercial Membership (Generally < 65 years of age)
Medicare Membership
(Generally 65+ years of age)
Medicaid Membership
(Need based insurance)
Partnered with Cigna HealthCare in 2004 to service multi-state employer groups
Expanded coverage to Rhode Island in 2009
Company tag-line: “No one does more to keep you healthy”
7. Digital Experience Platform
What is a World Class User Experience?
User Experience Strategy and Design
– Beyond User Interface Design
– What type of experience will customers,
employees and partners have with your
organization as whole?
– Multi-discipline approach is need to create a
strategy and execute that strategy in the
context of a digital experience.
–
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What does it mean to be “World Class?”
8. Digital Experience Platform
Advantages of the IBM Suite
From Essential to Exceptional – customers are making the transformation today with exceptional digital experiences...
Faster time to market & delivery
84% faster time to find experts
61% faster service delivery to new customers
Increase win rates
60% increase in online sales conversion
85% sales conversion rate when use web tools
Lower Operational Cost
62%customers didn't need to call
2X increase self service transactions
Increase Customer Satisfaction
30% higher rating for web self service than help desk
30% increase in referral rates
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9. Digital Experience Platform
Importance of a Digital Strategy and a Digital Platform to Match
“Like most business strategies, various interpretations exist, but in general, a “digital
strategy” involves:
– Working within the digital landscape to drive more customized, personalized (and, in
many cases, self-service) interactions with customers, employees, citizens and other
stakeholders.
– Leveraging data-driven decision making to make those interactions more effective
– Using an organizational model that is more nimble and reactive to changes in the
digital environment”
Whitepaper available at IBM.com:
“Creating a digital strategy to provide exceptional digital experiences”
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11. Project background – Initial Challenge
IT:
– Aqua Logic User Interaction (ALUI) portal product was being sunset by the
vendor
• Originally developed by Plumtree Software
• Ownership transferred from Plumtree to BEA and then to Oracle
– Oracle’s upgrade path for ALUI was to migrate to their latest product,
WebCenter Portal
– The ALUI to WebCenter Portal upgrade required a significant source code
migration which opened up other market options
12. Opportunities of New Technology
2013 implementation would accelerate 2014 opportunities
– Migrate and upgrade current Member portal.
• Member feedback: complex plan designs, consumerism and competitive pressures escalate
need to improve upon ALUI-based user experience launched in 2008
– Address escalating need for personalization and real-time response to support employers with
custom plan designs
– Migrate Public website to mitigate growing risk for inconsistent information across platforms (singlesource, centralized content management)
Expand internal and external collaboration and communication
–
–
–
–
–
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Unify wholly-owned subsidiaries
Improve project execution through increased integration between IT & Business
Extend Connections to remote workforce
Interact with entire organization through moderated blogging
Increase self-service business features for real-time customer response
13. Assessment Project Scope
In Scope
– Complete the assessment of Web portal strategy
• Incorporate input from a previously completed IT Strategy Assessment
• Gather input from the existing portal business owners
– Complete analysis of portal technologies
• Java based products (Oracle, IBM, LifeRay)
• .Net based products (Microsoft)
• Cloud solution options
• Removing portal product from the architecture
– Finalize assessment deliverables:
• Solution recommendations
• Business case for 2013 implementation
Out of Scope
– Enhancements to the web portal
• Identified as an IT Infrastructure Project
17. 2013 Customer & Employee
Experience Suite
Project Summary
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18. Project Scope
Creation of a WebSphere portal environment – Target deploy: April 13
Acquire and setup new hardware
Familiarize WebSphere consultants with details of Tufts Health Plan’s portals and existing environment
Establish architectural principles for Tuft Health Plan’s portals on WebSphere
Determine foundational topology for WebSphere portals
Install, configure, and integrate WebSphere portal for all 4 environments
Migration of existing Broker & Employee Portals – Target deploy: October 13
90% of sales generated thru Broker Portal
Sunsets oldest and most difficult to maintain portal
Implement functional parity with existing portals
Develop experience with new portal technology
Knowledge transfer from Prolific’s consultants to Tuft Health Plan’s employees on nuances of migration
Out of Scope
Portals other than Broker and Employee
New functionality beyond current state
19. Project Summary
Original plan for 10 month project consolidated to 6 months
–
Four complete environments deployed
•
Portal
•
Forms
•
Connections
Broker Portal migrated and significantly enhanced
–
Highly configurable by business
–
Consolidation of communications to Brokers
–
Increased efficiencies with Forms
–
Sharing internal sales data with Brokers
–
Improved Broker perception
Adhered to Agile Systems Development Life Cycle
Significant project time and cost savings
Project scope driven by timeline and cost
–
Implementation date – immoveable
–
Scope decisions made based on project budget
21. Project Timeline Overview
Jan
Feb
Mar
4/1
4/30
5/1
5/31
6/1
6/30
7/1
7/31
8/1
8/31
9/1
9/20
Hardware installed for all
Hardware installed for all
Kick
off
Hardware installed
environments
environments
Dev/QA environment
Dev/QA environment
Databases installed
configured
configured
Mandatory
Application
Application
deployed toto
deployed
Dev and QA ready
QA env
QA env
system
freeze
Production
Production
environment
environment
ready
ready
Application to Dev
Websphere
Websphere
databases installed
databases installed
Application to QA
Prod ready
Final
Application developed and
Application developed and
QA Testing
Deliverable
deployed toto Dev env
deployed Dev env
Prod Deployed
22. Project Summary
Project complete within original project timeline and within project budget
– Original timeline was 10 months, project completed in 6 months
– Project was completed slightly under budget
Initial project deployment scratched the surface of the what is possible with the new Websphere
Portal technology
– Expanded use of Forms, Connections and other Social capabilities
Very favorable responses to the new technology capabilities both internally and externally
– High demand internally to migrate remaining ALUI portals
– High user satisfaction from Broker community
Internal acceptance and approval of Agile SDLC
– All portal projects will adhere to this methodology going forward
25. IBM Digital Experience Suites:
Proven Foundation of IBM Technology and Capabilities
IBM Employee Experience Suite
IBM Customer Experience Suite
The Foundation
WebSphere Portal V8.0 | IBM Web Content Manager V8.0 | IBM Forms V8.0 | IBM Web Experience Factory V8.0
IBM Connections v4.5 | Worklight v5.0 | Sametime v9
Foundational Capabilities
Insights through instrumented analytics - Understand changing customer and employee needs with web, social, qualitative
metrics
Personalized and contextual experiences - Experience tailored to the unique audience context, behavior, and device of
choice, delivered consistently across channels
Seamless integration of business applications - Integrated business and social tools to provide a seamless self service
experience
Dynamic, rich content authoring and publishing - Improved LOB authoring, user and social generated assets
management
30. Lessons Learned
What Went Well
Stakeholders were included in day-to-day decision making / escalation points were clearly
defined – they were usually in the room with the team
Having the decision maker in the room, helped to clarify question and expedite direction
Resources were dedicated to the project
People were focused on solving the problem and not the process
Amount of collaboration and effort was outstanding
Team likes the sense of ownership: felt like they owned a part of the solution, this contributed
to people giving the extra hours and effort
Team members felt like their opinions mattered, they weren’t disregarded
People were encouraged to think outside the box, stepped out of normal processes and
were willing to change, adapt and think outside the box
Investment of IBM and Prolifics team members throughout the project
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31. Lessons Learned
What Could Use Improvement
Project moved between waterfall and agile depending on the phase and the ability of various
platforms to adapt. Some could adapt and some couldn’t/wouldn’t – some teams adapted
better than others, when they couldn’t it caused delays
There was too much overlap of roles, especially initially in the project which resulted in
significant confusion
Scope and timeline could have been better managed
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32. Future Direction
What’s Next
Continue to Migrate User Experiences for existing audiences
– Members, Sponsors, Employees, Healthcare Professionals, more
Enhance, Improve, Existing User Experiences using new capabilities
New Initiatives and Experiences are being innovated by the business, now that they have
the context of the new platform
Broaden the Use of Social Capabilities and Social infusion
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33. Access Connect Online to complete your session surveys using
– any web or mobile browser : http://connect2014.com
– Connect Online kiosk onsite
Bill Pappalardo, Tufts Health Plan, William_Pappalardo@tufts-health.com
Tim Reilly, Prolifics, treilly@prolifics.com
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IBM's Customer Experience Suite and the related Intranet Experience Suite are both built on a proven foundation of IBM technology.
The foundation consists of version 8 of WebSphere Portal, IBM Web Experience Factory, IBM Web Content Manager, and IBM Forms. The foundational capabilities include unlimited insights through web, social and qualitative analytics, personalization capabilities to enable your customers and employees to get information in-context, integrating existing business and social applications into your experience and the ability for line of business users to update and manage content.
The IBM team deserves special recognition:
IBM hosted “product introduction” ramp-up sessions for IBM & Prolifics to give product knowledge transfer to Tufts Health Plan team during initial phase
IBM provided special demo environment access during the mandatory environment freeze
IBM Support team took highest customer focus during the “crunch time” to resolve issue before the go-live, proactively.
Entire IBM team remained engaged from strategy and vision thru deployment and beyond the go-live