Performance Reporting Enabling Self-Service for Customers. Lisa Henry Director, Enterprise Technology Services Liberty Mutual Group

Transcription

1 Performance Reporting Enabling Self-Service for Customers Lisa Henry Director, Enterprise Technology Services Liberty Mutual Group

2 Liberty Mutual Group helping people live safer, more secure lives. Fifth largest property & casualty insurer in the US Over 45,000 employees in more than 900 offices worldwide $112.4 billion in consolidated assets, $95.4 billion in consolidated liabilities and $33.2 billion in annual consolidated revenue, as of December 31, st on the Fortune 500 list Recognized by Business Week as one of the 50 best places to launch a career libertymutualgroup.com 27 June 2011 ProcessWorld

3 Information Technology 3,500 employees Largest IT offices: Portsmouth, NH Seattle, WA Indianapolis, IN Dover, NH Portland, OR Wausau, IN Kansas City, MO Fairfield, OH Belfast, N. Ireland Build & Support applications for three strategic business units & corporate (enterprise) functions Primary data centers: Portsmouth, Kansas City & Redmond 27 June 2011 ProcessWorld

4 Liberty Mutual webmethods B2B at a Glance 800+ Unique Trading Partners including Customers Business Partners Government Agencies - State DMVs, regulatory and reporting boards, etc. Vendors Breakdown of implementations 80% Catch & Send 11% Translation, Clone or Transformation 9% EDI (X12) processing Many significant large file sizes (~2 GB) Typical B2B payloads Claims information including damage assessments with photos. First Report of Injury Documents (FROI) Employee demographic updates Money EFT & wire transfers from and to Liberty Mutual Real-time quoting Peak volumes ~300,000 transactions per day in both data centers 27 June 2011 ProcessWorld

5 Liberty Mutual Architecture B2B Gateway (webmethods Environment) Highly available virtualized environment in dual data centers (99.9% Availability SLA) Workload Balancing (Active/Active Processing) Active/Active cluster for all tiers of the architecture Increased through-put and processing capabilities through workload balancing Improved up-time during code deployment and upgrades reduced maintenance and failover down time Provides real-time dual processing and failover in both data centers Dedicated B2B Network external and internal firewalls 27 June 2011 ProcessWorld

6 Liberty Mutual B2B Organization Development Production Support ~10+ developers System Administrator Systems Analyst Responsibilities: Implementations (new, modifications, dismantles) Technology roadmaps definition & execution Environment Capacity analysis, recommendation, and implementation Dedicated 3+ resources Responsibilities: Level 1 and level 2 issue resolution Mailbox support during business hours - ~10,000+ s weekly both system and user generated 24x7x365 Blackberry support for critical implementations Code Deployments to Test, Performance, and Production environments Infrastructure Change Testing 27 June 2011 ProcessWorld

7 webmethods Reporting Development Team The B2B Development team is currently leveraging webmethods Reporting for two reasons: Performance Metrics for integrations. Allows developers to analyze performance metrics for individual steps within the integration. Trending Reports. Used by the team to understand trends and look for future enhancements to streamline processes. Trending Reports provide real-time data volumes including transactions, data size, error counts, and customer information. This information is broken down by data center. 27 June 2011 ProcessWorld

8 webmethods Reporting - Sample 27 June 2011 ProcessWorld

9 Trending Reports 90 Day Trending History Report - Sample Total Transactions 27 June 2011 ProcessWorld

10 Partner Performance Monitoring when Number of Transaction Types is Very Large The Problem The Solution Approach Few Visibility Artifacts 27 June 2011 ProcessWorld

11 The Problem Need to monitor performance for 100s of distinct types of B2B Partner Transactions Each transaction triggers a process that executes a sequence of steps / services Highly configurable mechanism to orchestrate reusable services E.g. Archive, Encrypt, Decrypt, XML Transform, Send Requirement: Monitor transaction Performance, alert on Stuck Transactions, SLAs Challenge: Unwieldy to manage 100s of process types Problem: how can we Model, Manage large # of processes 27 June 2011 ProcessWorld

12 The Solution Abstraction Group a number of like Services Into one E.g. real-time, batch, employee-demographics, bank-batch Does not disrespect detail Categorize & Reuse In One process model Each step represents a process Outcome Manageable method to monitor diverse processes 27 June 2011 ProcessWorld

13 The Solution (continued) Enable Monitoring Business and process KPIs E.g. Trans Volumes, Cycle Time, Load size By different dimensions: E.g. Market, Data Center, Customer Enable setting misbehavior, SLA violation alerts Allows reporting and Dashboards Data is collected in a star schema 27 June 2011 ProcessWorld

14 Few Visibility Artifacts 27 June 2011 ProcessWorld

15 webmethods Reporting Production Support & Customers Significant number of Production Support s are user-generated inquiring about file transfers: Has my file been received by B2B? If so, what day and time? How big was the file? Were there any errors related to the file? What was the original filename? Filename changed to? The B2B Production Support Team and customers are currently leveraging webmethods Reporting for three things: No Activity Report. Enables customers to identify if their own implementations are no longer needed. This report provides a listing of all the implementations and based on criteria selected shows the date the last file was received. 90 Day Trading Partner History. Enables customers to search for all of their specific implementations that have come through the B2B environment. Provides specific details about the file transfers. Daily Summary. Similar to 90 Day History but provides more granular details (e.g. specific error, original file name) 27 June 2011 ProcessWorld

16 Market Report No Activity Report Sample 27 June 2011 ProcessWorld

17 90 Day Trading Partner History - Sample 27 June 2011 ProcessWorld

18 Daily Summary Sample 27 June 2011 ProcessWorld

19 What has this done for us? Enabled self-service for our customers. Enables our development team to be proactive in monitoring, assessing and making adjustments to the environment. Provides the ability to quickly see potential issues and mitigate risks associated with these issues. Customers feel like they are being heard and that we care about their needs. 27 June 2011 ProcessWorld

20 Lessons Learned Identify current gaps in performance reporting across the organization. Accomplish this by interviewing the people who do the work stakeholder, and customers. Start small and with a controlled pilot group. Gather user feedback and make adjustments that matter. Iteratively release reports as developers, production support, and customers mature and identify more robust performance reporting requirements. Truly understand the value that can be provided. 27 June 2011 ProcessWorld

21 Thank you!