Pennsylvania State Employees Retirement System CUSTOMER RELATIONS INFORMATION SYSTEM

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PennsylvaniaState Employees Retirement
SystemCUSTOMER RELATIONS INFORMATION SYSTEM

• PRISM Conference
• Memphis TN
• May 2-5, 2004

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Agenda

• Introduction
• Project Objectives
• Overview of Project
• Lessons Learned
• Where We Are Today
• Next Steps
• CRIS Screens

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PA State Employees Retirement System

• Established 1924
• 24 Billion In Assets
• Defined Benefit Plan
• 200,000 Members
• 195 SERS Employees
• 7 Remote Field Offices
• 110 CRIS Users
• 17 OIT Staff

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Project Objectives

• Provide a contact management system for SERS to
  track member contact
• Capture all forms of customer contacts
• Phone Calls
• Visits
• Letters
• E-Mail
• Provide big picture of contact profile
• Complete a proof of concept for the Commonwealth
  on both the ATQ process and the SAP CRM module
• Lessons learned
• Validate software capabilities flexibility
• Validate ATQ Procurement methods

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Project Background

• Utilize ImaginePA (SAP) Software - SAP CRM 3.1
  and Enterprise Portal 5.0
• Hardware housed at Commonwealth Technology Center
  server farm as part of Imagine PA
• Hardware for development, quality assurance, and
  production
• Quality assurance system is failover for
  production
• RFP Issued December 2002
• Bid awarded to Deloitte Consulting April 2003
• Project started June 2003
• Phase 1 completed in December 2003

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Costs

• Software Free
• Hardware 337,400 including the build
  services
• Implementation Services -- 960,000 significant
  discount for Phase 1
• On-going Maintenance -- 140,000 for first six
  months from vendor, unknown going forward

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Hardware

• Development
• Portal HW IBM X360 4-way 1.5GHz XEON
• CRM HW IBM P630/AIX 2-way 1.45GHz
• Monitoring SW IBM Tivoli
• QA/Test
• Portal HW IBM X360 4-way 1.5GHz XEON
• CRM HW IBM P630/AIX 4-way 1.45GHz
• Monitoring SW IBM Tivoli
• Production
• Portal HW IBM X360 4-way 1.5GHz XEON
• CRM HW IBM P650/AIX 4-way 1.45GHz
• Monitoring SW IBM Tivoli

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OBSTACLES FACING SERS

• Not a system staff members need to process their
  work
• Many unknowns since hardware was not housed on
  site
• First time for SAP CRM implementation for both
  SERS and the Commonwealth
• Use of the SAP Portal with SAP CRM is fairly new
• Short timeframe for implementation
• Needed to implement with minimal or no
  customization

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Project Timeline and Highlights
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Project Steps ASAP Methodology

• Project Preparation
• Assemble project team
• Pick super-users
• Prepare for business blueprint
• Business Blueprint
• 12 super-users
• Offsite for three days
• Education and brainstorming
• Realization
• Mainly vendor staff
• Super-users for answers to questions and
  decisions
• Go-live and Support

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T
Functional Scope

• Key Functions for Phase One
• Logging of Incoming Calls, Emails, and Visits
• Activity Monitor
• Interaction History (including interactions from
  legacy system, the document management history
  and Weblog)
• Escalation (reminders of activities past due)
• Alerts (Open Activities and Specific Member
  related information)
• Enterprise Portal, with home page views of
• Outlook Inbox Overview
• Outlook Calendar Overview
• Outlook Tasks Overview
• CRM-CIC

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Functional Scope

• Technical Objectives for Phase One
• Initial load and one way data transfer of member
  master data from Retirement System Application
• Initial load and one way data transfer from
  Document Management System, and Weblog to SAP CRM
• Access to Retirement System Application, Document
  Management System (InfoStore), SAP CRM CIC, and
  other web sites from the Portal
• Single Sign On to Retirement System Application,
  Document Management System (InfoStore), SAP CRM
  and Network

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Project Approach

• Keep requirements simple minimal or no
  customization
• Focused on Contact Management
• Goal is 80 of inquiries answered by using
  information from CRIS only
• Looked for staff selling points
• Ease of Use minimal clicks
• Unified Desktop
• Single sign-on for portal and SERS applications
• Integrated access to Outlook features on portal
• Integrated access to existing database imaging
  applications

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Rollout Strategy

• Pilot October 28, 2003 (delayed from original
  plan)
• 12 Superusers
• One other hand-picked person from the
  Superusers unit
• 20 24 users in the Pilot
• Provides lessons learned from good cross section
  of SERS users
• Wave One November 4, 2003
• 44 Field Office and Central Office staff
• Wave Two November 18, 2003
• Remaining Central Office, Executive Office, and
  Legal personnel -- 40 Staff Members

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Business Rules - General

• General Definitions and Rules
• Substantive customer contacts will be logged,
  whether the contact is a Member or Non-member
• General customer contacts will not be logged,
  whether the contact is a Member or Non-member
• Member determination all member master files
  will be imported from SERIS, so no user action is
  required
• Non-member determination Business partner needs
  to be in CRIS when the interaction is substantive

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Business Rules Log Incoming Calls and Emails

• Transaction Number
• It is not necessary to provide the contact with a
  transaction number
• Non-member inquiries regarding a member (not
  including those with business partner records
  such as an employer)
• The user will generate an activity for that
  member
• Non-member inquiries not related to a member
• Will be logged if the inquiry is substantive

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Lessons Learned - Technical

• Decisions on High-Availability requirements and
  options should be decided as early as possible,
  since the lead time on hardware and the
  configuration of the hardware is different from
  the non-production systems
• Network Requirements
• Do not underestimate the complexity of the
  infrastructure (SAP Basis) set-up especially for
  Portals network connectivity
• Use SAP CRM experienced development resources

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Lessons Learned - Training

• Train the trainer method works
• Deliver training just in time
• Minimize the time spent creating training data by
  loading data early in the process

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Lessons Learned - Management

• Involve Security early if doing a Portals
  implementation
• Clearly document and follow an escalation process
  for SAP problems / bugs
• Make process design decisions during Blueprint
  do not hold up configuration while deciding the
  design
• Involve users early and often their feedback is
  critical to making changes during the Realization
  Phase
• Ease users into CRM functionality do not
  force them to use every system feature on day one

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Where We Are Today

• Logging approximately 4,000 contacts per month
• Majority of staff members are using CRIS
• Useful in complicated accounts
• Open Issues
• Technical
• Single-sign-on not fully functional
• Full outlook integration not yet available
• Business
• Business rules for logging entries need further
  development

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What Has Gone Well

• Staff involvement/buy-in to date
• Reaction after implementation fairly good
• Will require management oversight
• SAP CRM Capabilities
• Meets SERS Needs
• Vendor performance

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Next Steps

• Evaluate Next Phase(s)
• Integrate with Telephone System
• IVR/CTI
• Enhance with Knowledge Management
• FAQ Database
• Business Warehouse/Business Intelligence
• Member Campaigns

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• CRIS Portal Screen

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• CRIS Screens Customer Interaction Center (CIC)

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Activity Inbox
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CRIS Activity Monitor
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• CRIS Reports Using Microsoft Access

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Monthly Count by Type of Contact
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Monthly Count by User
Monthly Count by User
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Monthly Count by Category
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• Questions?

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Contact

• Susan C Hostetter
• [phone]
• shostetter_at_state.pa.us