connect2compete program launch · eric seguin vp, corporate development and state programs janice...

www.solixinc.com

Connect2Compete Program Launch

PMINJ Monthly Chapter MeetingApril 16, 2013

Solix, Inc. Confidential & Proprietary InformationDo Not Disclose or Copy Without Solix’s Written Permission

Agenda

AGENDA PRESENTED BYProject Overview Janice Molloy, PMP in the works

General Manager, Project Mgmt.

The Role of Solix Eric SeguinVP, Corp Dev & State Programs

Managing the Project Janice Molloy / Rick DiLolloProject Management

The IT Perspective Stuart WaldrumSr. Vice President & CIO

Results Janice Molloy


Project Overview - The Predicament

High-speed broadband Internet is available to over 94% of households, but only 70% have adopted broadband at homeBroadband adoption in low income homes is 39%, significantly below the National average of 65%*

*Broadband Adoption Among Low-Income Households:Insights from Connected Nation Research, 2011

Americans are falling behind in broadband adoption at homeAmericans are falling behind in broadband adoption at home


The Challenge

33 million households, representing 100 million Americans, do not have home broadband66 million Americans are digitally illiterate

“Being online is no longer a convenience;it is a necessity.”*

Chairman Julius Genachowski,Federal Communications Commission

“Being online is no longer a convenience;it is a necessity.”*

Chairman Julius Genachowski,Federal Communications Commission


The Digital Divide

Jobs. Over 80% of Fortune 500 companies require online job applications. These include Wal-Mart, Target and Costco that offer essential, entry-level opportunities for low income populations.

Education. Students with a PC and broadband at home have 6-8% higher graduation rates than students who don’t.

Healthcare. Home broadband can revolutionize patient care, reduce depression in seniors, enable billions in cost savings and improve health.


The Connect2Compete Response

A $4 Billion Dollar Public-Private-Non Profit Partnership*

* FCC Chairman Genachowski’s Announcement of Connect2Compete, November 09. 2011


Target Audience For Program


Target Offerings


• Policy• Government Relations• School

Communication• Outreach & Education• Cable Onboarding• Program

Standardization

The Role of Solix


About Solix - Overview

Solix, Inc. is a NJ based business process outsourcing firm servicing government, telecommunications, broadband, utility and healthcare clients. Each year, Solix:

We help customers run more efficient, compliant programs, qualify applicants faster and improve customer communications. Areas of focus include:

Eligibility Determination

Program Administration

Customer Communications

Program Management Contracts with 14 agencies across 12 states as well as major federal programs

Program Management Contracts with 14 agencies across 12 states as well as major federal programs

Processes verified and certified through successful SOC-1, financial and operational audits

Processes verified and certified through successful SOC-1, financial and operational audits

Headquartered in Parsippany, NJ with 100% US-based operations

Headquartered in Parsippany, NJ with 100% US-based operations

Privately-help and governed by six member Board of Directors

Privately-help and governed by six member Board of Directors


Solix Capabilities

Eligibility Determination

Customer Communications•Application Requests•Eligibility Outreach•Customer Service•Loyalty Programs•Quality Assurance

Eligibility Determination•Objective Criteria•Certified Reviewers•Secure Platform•Unique Technologies•Compliance Controls (SOC1, PCI, HIPPA, etc.)

BPO

Program Administration •Results-based Program Design•Comprehensive, Audit-ready Reporting •Consulting & Program Integrity Expertise


• Telecom Universal Service Funds (USFs)

• Florida Dept of Health Biomedical Research Grants

• Texas Organ Donor Registry

• Austin Energy

• Schools & Libraries/E-Rate Program

• Rural Health Care Program

• Rural Health Care Pilot Program

• Assurance Wireless

• Cricket Communications

• Alaska Communications

• 60+ Wireline Service Providers

• Connect2Compete

• Internet Essentials

• Hawaii Supporting Employment Empowerment (SEE) Program

• Florida State Employees’Charitable Campaign

• Texas Low-Income Discount Administrator (LIDA)

• Arkansas ALIVE

• Ohio Breast & Cervical Cancer Screening Program

• California LifeLine

Broad Expertise in Complex Program Administration

State and Local Programs

Federal Programs

Centralized Eligibility

Commercial Services

Public-Private Partnerships


Solix by the Numbers - 2012

14

Managing the Project


Project Organization

Team member requirements:Role clarity Designated handoffsFlexibility for overlapping deliverablesAbility to meet firm delivery date

Service Delivery

Technical Team

SponsorVP

Connect2Compete PM Team

Project Manager

Cable and Computer Partners


The Solix Team

Rick DiLolloDirector, Program Management

Mark AshnaultSr. Director, Application Architecture

Abhishek SinhaLead Architect

Landon SwaimManager, Broadband Programs

Stuart WaldrumSenior VP and Chief Information Officer

Eric SeguinVP, Corporate Development and State Programs

Janice MolloyProject Management GM

Amanda SeversonCall Center Supervisor

Ray RojasDirector Network Support


The Project Approach – Scope

DESIGN, IMPLEMENTATION AND DEPLOYMENTDesign, implement and project manage all operational, technical and outsourced functions for the C2C Program.

PROGRAM STRATEGYAllow for a variety of application methods, determine if applicants met the C2C eligibility criteria, and interface with cable and computer partners on their offerings. Allow for multiple launches at same time.

PROGRAM INTEGRITYDeploy complex program integrity components to help prevent potential fraud. Deploy new technology to automate program.

TRAININGTrain all internal customer care representatives and participating Cable Companies on new systems.

TARGETInitial pilot program launched in April 2012 to select students in San Diego, CA schools; Follow-up launch in October 2012 to >600 schools in 17 different states.


Solix Project Methodology

InitiationInitiation RequirementsRequirements Design / DevelopDesign / Develop QA/TestingQA/Testing

Defined phasesProject plans/ Issues lists/ PrioritizationIterative process for requirementsCentralized documentationConducted regular meetings and conference callsPilot Program to test program successLessons learned

Go LiveGo Live Post ImplementationPost Implementation


Project Methodology


Connect2Compete Project Plan

Tasks Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Kick-off

Phase 1

Requirements

Design/ Development

Testing

Phase 2

Requirements

Design / Development

Go Live

Post Project

Spring PilotStart

Spring PilotStart

Phase 1

Phase 2

SpringGo LiveSpringGo Live

FallGo LIve

FallGo LIveFall

StartFallStart

Post/ Phase 2Post/ Phase 2

PostPost


Key Deliverables

Process and SystemCreate multiple ways for people to apply (Phone, Website, Paper)Create an automatic eligibility process based on industry databasesCreate a paper application and eligibility review for those who were not automatically approvedDesign applicant communicationsInterface with Cable Companies and data transferEnsure sophisticated program integrity and internal controls for fraud prevention within systems and processesAllow for a variety of reporting as a benefit program and success of school outreach

RisksLaunch and systems being closely watched by FCC, external groups, other broadband adoption effortsCommon communication of program (functionality, dates, requirements)


Solix Connect2Compete Solution

WebsiteWebsite

Solix Eligibility EngineAutomatic and Document Based Reviews

API/ M

SO Eligibility Portal

IVR/ Call IVR/ Call CenterCenter

ApplicantsApplicants

Census BlockCensus Block Free School Lunch

Free School Lunch

Eligibility and Third Party Integrations

Census BlockCensus Block

Paper ApplicationsPaper ApplicationsEmail/PDF/ MailEmail/PDF/ Mail

(Data entry and Scanning)(Data entry and Scanning)

CableCompanyCable

Company

Business Intelligence ReportingApplicant CommunicationsApplicant Communications

( Fulfillment Letters and emails)( Fulfillment Letters and emails)

Application Methods

Review

Eligibility Options

School CodeSchool CodeServiceabilityServiceability

Program Integrity Services

Additional Products/ Services

Literacy/ Computer Products Integration

Literacy/ Computer Products Integration

Autodialer, OutboundAutodialer, Outbound

Welcome Kit

Welcome Kit

API/ SFTP Customer Data

API/ SFTP Customer Data

Geo‐mapping, Address, Selective Audit, Program Integrity ReportsGeo‐mapping, Address, Selective Audit, Program Integrity Reports

Customer Care

Customer Care

Program Design

Consulting

Program Design

Consulting


Utilizing Project Management Tools

Project Plan – Microsoft ProjectCommon Dashboard Internal/External

CalendarIssues ListsDocumentation – version controlBlogSite Links ( testing sites, training sites)

GotoMeeting – Used for all meetings. Demo’d systemsRecorded key sessionsTraining

Testing Ticket ManagementRequirements – Standard templates, Level 1/Level 2 Flow charts,

PowerPoint of Website Process, Demos.Centralized email for C2C/Partners for immediate action (post)

Project Tools

Document Management

Document ManagementCommunicationCommunication Project PlansProject Plans

TestingTestingTrainingTraining

RequirementsRequirements


Challenges, obstacles, and things I would change!

Not enough time in Risk Management – Section of the PMBOKPlan for RiskRisk Planning SimulatorsPrioritize Risk

Quality AssuranceMore focus on testing plans and testing processes earlier in process

Use more PM and Communication Tools

Utilize templates and standards when possible

Assumptions can be wrong – more Internet than phone applications


The Requirements Challenge“We are building the plane while flying it”

ChallengesUnknown requirementsMultiple stakeholdersShort time frame

SolutionFlow charts with swim lanesScreen demos/ simulationsIT developed during requirements phase for baseline system and post launch for lower prioritiesIterative process


Managing Stakeholders Expectations

ChallengeManaging the expectations of multiple parties including Federal Stakeholders (FCC), Non-Profit (C2C), For Profit Cable Companies, Computer Companies and Cable Industry Association.Getting the team to understand that not all participants would get their needs met in a standard solution given the diversity of stakeholders.

SolutionFocus on Day 1 – “must haves” and gain agreementHighlighting level of risk for requirements as program was newDocument future requirementsCentral repository for communicationDevelop flexible requirementsStakeholders assigned a smaller group of their peers to work on designCreated multiple models


The Offer Code Overdesign

ChallengeFall Pilot was based on a new concept called “offer codes.” Required an additional system to be built that allowed approval methodologies based on offer code. A team member had experience with Offer/ Promo Codes. Team spent significantly more time/effort to build a highly functioning system rather than the base system. Could not provide systems to partners as planned.

SolutionChanged the way we delivered the solution / transparent to partner.For future work efforts stayed much closer to the design aspect in new systems.The system is now used as an additional module for customers.


Increasing Participation in Partner Offers

ChallengeIn the spring pilot customers were approved by the program but not calling the cable or computer partners to purchase the service.

SolutionDesigned an outbound and follow up campaigns Created reminder emailsAgentless (Robo) Calls Lead to a 30% increase in salesAllowed for more services for Solix.


“ The System Isn’t Working!”

ChallengeApplicants thought by just applying they would be approved for Internet service. Internal Controls were established within system to stop applicants who were not in target schools, serviceable zip codes, not on the Free School Lunch Program. However, Administrators, Government Affairs and parents called to say “ the system isn’t working! “

SolutionTraining of Government Affairs on “Best Practices” on the process and controls.Created an issues list and communication tool for their needs.Highlighted that the communication to the schools needs to match the program including Cable company information Built more FAQ and information about paper process and cable company requirements on website and within training.

IT Program Management

Application MethodsInteractive Voice Response (IVR)WebsitePaper Applications

Support SystemsSolix Call Center SystemsCable Company Eligibility Portal

Eligibility SystemsEligibility AlgorithmsProgram Integrity Controls

ReportingBusiness IntelligenceData Portal for Cable Co.’s

InterfacesCable Company FilesAddress/ Zip DataNCES Database for School Free Lunch ProgramCensus Block Data

Internal ControlsBusiness Continuity/ Disaster RecoverySecurity


IT Lessons Learned for Project Managers

Have a Project Manager interface with customer rather than IT is a great buffer – they say “no”The Project Manager should define the priorities especially when there is “which one gets done first”Keep focusing on Day 1 critical needs – while small items sound easy they cause IT big problemsTest, Test, Test – you can never plan enough and execute around Quality Assurance and testing so make sure the plan covers it adequately.Create an honest relationship with the PM. The team needs to know you will work with them if development does not go as planned. Try to eliminate overdesign for a basic requirement for Day 1Ensure that IT assesses the project risk areas and share with the PM for planning purposes.Holding a lesson’s learned after the Pilot was critical as adjustment were made for Fall Launch


IT Project Management Tools

Project Management (Scheduling, Cost & Time estimates) in conjunction with Microsoft Project.

Agile/scrum/Waterfall/Sprint methodologies using TFS.Burn down rate, Create product backlog, iteration backlog, task board

Issue/bug tracking: TFS ticket.Requirements Management: story boarding.Document management: SharePoint and TFS

33

Results


What People are Saying


Changes in Broadband Adoption and within Solix

Connect2Compete and Solix Changes

2012C2C Spring PilotC2C Fall PilotCable Expansion of ProgramsDevelop PM disciplineMethodology and systems used for other programs

2013National ProgramsFCC Broadband Lifeline PilotsEveryoneOn.org – Ad Council $90M CampaignExpansion of PM disciplineProcess StandardsExpansion of PM ToolsFocus on Technology

2010FCC’s National Broadband Plan


The Project Manager Survival Kit

Sense of humorPartner with ITAcknowledge what is broken and manage the failures – they set the project tone going forward Don’t forget the importance of the Kickoff and Lessons LearnedCreate honest relationships with team and clientClearly understand team member capabilities and expertiseBe creative in solutionsSimplifyKnow the overall process and the detailsUtilize best PM technology and toolsLend a hand, especially when drowning….Make collaboration a mandateGive credit and acknowledge the work of the team

Solix Inc. Confidential and Proprietary Information Do not disclose or copy without Solix’s written permission

THANK YOU !

Questions?

Contacts: [email protected] [email protected] 973-581-7676

Learn more about Solix on www.Solixinc.com

connect2compete program launch · eric seguin vp, corporate development and state programs janice...

Documents