State of Michigan

1

• State of Michigan
• Remote Initial Claims Center (RICC) Initiative
• Jill E. Richards, PMP
• RICC Initiative Program Manager

2
Key Discussion Points

• RICC Initiative Objective
• Projected Benefits
• History and Background
• Current Status
• Keys to Success
• Lessons Learned

3
RICC Initiative Objective

• Telephone Filed Claims (TFC)
• Claimant filing of unemployment claims via
  telephone
• Establishment of 3 new Call Centers
• Internet Filed Claims (IFC)
• Claimant filing of unemployment claims via
  internet
• Employer Filed Claims (EFC)
• Electronic submissions of unemployment claims
  from Michigans largest employers
• Automated Work Distribution (AWD)
• Implementation of Imaging, Scanning, and Workflow
  processes in the RICC Call Centers

4
Projected Benefits

• Improvement in claimant satisfaction
• Improvement in employee morale through training
  and enhanced job responsibilities
• Cost reduction through reduction of staff,
  streamlined processes, and technology
  enhancements

5
History and Background

• Original planning sessions
• Original technology decisions and requirements
  definition
• Enhanced technology decisions
• Business Process Re-engineering
• Education and Training

6
Current Status

• TFC Milestones
• IFC Milestones
• EFC Milestones
• AWD Milestones
• Backend Integration

7
Keys to Success

• Strong Sponsor Support
• Organizational Structure
• Well Established Communication Plan
• Risk Management
• Stakeholder Expectation Management
• Control Mechanisms
• Management by Milestones
• Other Miscellaneous Tips

8
Sponsor Support

• Identify Sponsor
• Clarify Decision Making Authority
• Clearly Define Sponsor Role
• Communicate Role to Team

9
Organizational Structure

• Establishment of RICC PMO
• Establishment of RICC Organization and Teams
• Establishment of RICC Executive Management Team

10
Communication Plan

• Executive Management
• PMO
• Core Team
• Extended Team
• Sponsor
• RIC Centers
• Public

11
Risk Management

• Risk Management Plan
• Risk Identification
• Risk Quantification / Qualification
• Risk Response Plan

12
Control Mechanisms

• Schedule Control
• Budget Control
• Scope Control
• Issue Resolution Process
• Assessing Dependencies

13
Management By Milestones

• Establish Key Milestones
• Structured and Thorough Planning
• Communicate Milestones
• Manage and Track Status

14
Other Miscellaneous Tips

• Ask tough questions
• Second guessing yourself and others
• Ask what Done means
• Clarify expectations
• Be Honest, and do the right thing

15
Lessons Learned

• Vendor Management
• Stakeholder Management
• Budget control
• Schedule control
• Communication

16
Questions?

• Thank-You!
• Jill E. Richards, PMP
• President, Inovacent Solutions, LLC