Journey of a Document CoE. History of a Document CoE At Unum Group September 2014

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1 Journey of a Document CoE History of a Document CoE At Unum Group September

2 Intro and Agenda Moderator: David Hines HP Exstream 2

3 Agenda Moderator: David Hines HP Exstream Introductions and overview (David Hines) Overview of ECM (2 minutes) (7 minutes) Unum Presentation (Rex Price, John Harris) 1. Objective of Creating a CoE (5 minutes) 2. Approach to Creating CoE (5 Minutes) 3. Current State of CoE (5 Minutes) 4. Future Steps (5 Minutes) 5. Lessons Learned (5 Minutes) 6. Appendix: Benefits and Tools Highlights (5 Minutes) Audience Participation: (20 Minutes) Q&A Audience Sharing CoE Experiences 3

4 David Hines Overview of ECM 4

5 What is the Goal of Customer Communications Management (CCM)? Deliver accurate and timely information to the appropriate consumer via the preferred channel for a reasonable cost. Correct Message Correct Time Correct Customer Correct Channel Correct Cost 5

6 CCM Strategy Stakeholders The Reality Greatly Simplified 6

7 Unum Group Unum Group Presenters: Rex Price: Director, Document Management CoE John Harris: Technical Architect, Document Management Capabilities 7

8 Objective of Creating a CoE at Unum Focus on conversion projects: Build a team focused on document solutions to convert legacy systems to document capabilities (Exstream) Focus on virtual practice area for document management capabilities Pooling of technical team Support of consumers of document capabilities Provide document management capability services: Standardized document capabilities Standardized document design (Exstream) ECM Consultation Define/communicate enterprise content management (ECM) strategy Mapping all ECM capabilities Assessing maturity levels at Unum (people, process, technology) 8

9 Doc Management Maturity Assessment Domain Current Maturity (Baseline Q2, 2014) People Process Technology Aggregate Doc Management Level 1 "Non-existent / Ad-hoc" Level 2 "Intuitive / Informal / Emerging" Level 3 "Defined / Repeatable" Level 4 "Managed / Disciplined" Level 5 "Optimized / DNA" Non existent, ad-hoc, no standards, no one to go to, don't understand the question or topic; no reference architectures In a few isolated instances; an exception rather than the rule; as an experiment or proof-of-concept; inconsistently; awareness of standards and their local adoption In about half (the people, groups, locations, instances, etc.); knowledge of standards; good adoption Mostly but not all (people, groups, locations, instances, etc.); most of the time but not always; expertise in standards and strong adoption Yes, always, throughout, all, everybody, enterprise-wide, consistently; fully use standards or reference architectures 9

10 Approach to Creating CoE at Unum Purchased Exstream in 2006 For a Specific New Product Line (with future/growth and use in mind) Created a Centralized technical team for document capabilities Decentralized vs. centralized design teams (Exstream) Partnered with HP Exstream team (multiple engagements) Mapped document capability gaps in Unum business processes Delivered a comprehensive document management assessment Delivered a Customer Focused Communications Management Strategy Delivered an Exstream POC roadmap for modules Partnered with senior business sponsors on common capabilities vision Completed a Continuous Improvement assessment (Lean Six Sigma) 10

11 Overview of The CoE Approach Enterprise Competencies COE PMO Staffing Plan DM COE Charter COE Capabilities Rules of Engagement COE Roadmap Enablement Plan Roles Competencybased Roles 11

12 Current State of CoE at Unum (1 of 2) Conversion Projects: Pipeline of 10 projects, narrowed down to 2 active projects (focus) Created team focused on foundational capabilities Virtual Practice Area (VPA) for document management capabilities Technical forum for document capabilities Designer forum for Exstream design standards and usage Established Exstream training strategy/plan: o Training plan established o Classroom (groups) o Computer based training videos (individuals) 12

13 Current State of CoE at Unum (2 of 2) Published Document Management Capability Services: Internal company catalogue (Acceler8) Evangelize/communicate capability services Define/Communicate Enterprise Content Management (ECM) Strategy Assessing and road-mapping of all ECM capabilities Established stewardship committee for ECM Established council for all enterprise capabilities (quick project assessments) 13

14 Exstream Timeline Purchased for Contracts and Booklets as part of SU Project Print To Mail Capability, integrated with Print & Distribution (P&D) Capability Enabled Output compare module enabled for testing Annual Broker Statements (high volume) and Forms with Tables Enabled Multi Language, Globalization Exstream Interactive Capability purchased 14

15 Future Steps of CoE Improve CoE vision and strategy with business leader partnerships Establish cross disciplined governance of ECM capabilities Deliver horizontal capabilities in a more agile way Provide services and capabilities to a decentralized consumer base leveraging agile methodology (deliver within 2 week sprints) Staffing/resourcing/skills: Increase skill sets and training Balancing blend of centralized/decentralized resources Balancing offshore/onshore resources Improve CoE maturity rankings Identify business target rankings Build maturity roadmap 15

16 Lessons Learned 1 of 2 Don t underestimate need for data Access to legacy data (data services) Personalized/detail data New modules are plug n play but new skills are not POCs, up-skilling, standards Decentralized challenges: Due to low volume, HP designers get reassigned (requiring retraining) Decentralized resources not managed with same priorities as VPA 16

17 Lessons Learned 2 of 2 Centralized challenges: Providing new project support while maturing our document capabilities Difficult providing CoE support to projects driven with different methodologies Communication and education: Awareness of capabilities Managing new user expectations: o First time users don t understand complexity of document capabilities o Added a Business Analyst to help onboard o Goal is a consistent customer experience adopting our capabilities 17

18 Document Design Migration Factory (Informatica) 18

19 Audience Participation 19

20 Audience Participation SUGGESTED TOPICS Who has tried to create a document CoE? What has been tried? What worked, what didn t? 20

21 Appendix 21

22 The Factory Process Overview Innovative approach to document conversions that is not in the industry Approved Content Inventory Rationalization Factory: Rationalize & Convert Document Design Repeat as needed Loading Exstream Testing and Validation 22

23 What is the Document Design Conversion Factory approach? A reusable solution for converting Document Designs (format, language, content) Enables document designers to manage the conversion process We adapted the APS / Informatica data conversion factory to work with document design conversions! Our process is: Source system extraction: Unique per project Load the Factory: Input Factory Execution: Create Exstream design output Use the Factory: Analyze and modify design data Load designs into Exstream Validation, unit testing, validation testing Final cleanup, sign-off and sunset 23

24 Drives ECM Technology Lifecycle Functions that will be the primary accountabilities for Enterprise Transformation Strategic Assessment Vislon Development Blueprints (High Level, Planning) Roadmaps Program Establishment Governance (Program) strategic investments TCO views/analysis Plan Advance Foundational program(s) Blueprints (Enterprise) Assessment & Acquisition POC s Policies, Standards (technology use), Practices Implementation planning Change management/adoption planning Solution architecture (utilization of capabilities) Feedback, incorporate Enterprise Architecture improvements as appropriate Governance (Project) strategic alignment Apply Establish Technology deployment/support Tech implementation standards, practices Technology Maturity Roadmap Resource Acquisitions Training/Skill set Development Knowledge Management Functions that will be the primary accountabilities for Enterprise Shared Technology 24

25 Sample Capability Roadmap NEW CAPABILITIES/FEATURES Capabilities Complete July August Sept October November December January February Exstream V8 Installation and Upgrade x Enterprise Exstream Design Environment x Exstream Capability Expansion (Interactive and other new modules and POCs) x License Server (floating seats) x EAM installation: Centralized Common Content management for Exstream x Document Template Conversion Factory x Business Workflow and Approval Capability for Generated Documents PROJ3 Enterprise Dynamic Correspondence Capability (Interactive) PROJ1 Create Reusable Document Template Conversion Factory (informatica) PROJ2 Enterprise Correspondence Creation UI PROJ1 Information Service Capability POC x Platform Integration POC (Mainframe to Distributed) x Interactive Document Capability Enablement PROJ1 Customer Specific Document Customizing PROJECT6 Document Conversion Test and Validation Tools Process Environment Creation PROJ2 --HTML--Container Enhancement (V 8.6) Roll Out Project7 Mainframe Bulk Request Standard for Document Capabilities PROJECT5 PROJ2 EAM Standards and Rollout PROJECT5 Business Content Authoring Integration with Exstream (Remote Collaboration) Document Taxonomy Governance Team Establishment PROJECT4 Enable CommunicationsManagement to Support Template Categorization PROJ1 25

26 Document Management Mission/Vision Statement Mission The Document Mgmt CoE is responsible for driving the UNUM Group s strategic vision and roadmap for its idocument solutions. By way of enterprise collaborations, stewardship, consultation, and services we provide options that best meet the need of the customer while realizing cost savings and risk mitigation benefits. Vision The Document Mgmt CoE will ensure UNUM Group will leverage a common set of document mgmt processes, tools, and services while utilizing common assets across the enterprise. 26

27 Solution Patterns Identified by CoE Common patterns in document CoE world: Integration for document capabilities: o Identified integration patterns from legacy to target capabilities o Created standardized approach to technology solutions Document design conversions into Exstream o Identified design data staging pattern o Leveraged DXF capability to import to Exstream o Created conversion factory to automate Effective staffing o Patterns in decentralized resources losing skill set because they don t use it enough o Strike balance of establishing decentralized group vs. using centralized resources Project estimating o Patterns enable us to see how to estimate projects more accurately o Project types: Agile/Iterative blend 27

28 Doc Management Roles and Responsibilities 1 of 2 Role Data Consultant BA PM Designer idocument Developers Testers VPA Roles and Responsibilities Responsibilities Works with Enterprise Data Architects to ensure we are building a corporate Doc Mgmt Data Model in EMM/EDM. Builds schemas for various projects and works with project data analyst to understand our data needs and supports our idoc capabilities. Onboarding face of the VPA. Should be part of every initiative conversation and ahead of any project that is going to need VPA Support, including designers. This person should be empowered to assess and allocate designer resources from a pool to meet needs of the BPAs and business areas requesting our assistance. Playing product owner for idoc capabilities. Provides overall support for the Doc Mgmt Discretionary projects, ensures we are changing our development standards to be more Agile, provides metrics and planning support for Doc Mgmt CoE. Provides ongoing support of changes to converted or added letters to Exstream where there is no BPA support today (Benefits, Admin, and Broker Comp). In addition to helping to add letters for smaller projects for each of the BPAs. The developers in this role need to be capable of working on each of the 4 areas that are part of idocument. These should be SA level developers who can develop and design their own solutions and work with guidance from the Tech Lead. Support BizTalk changes. This is currently in GTR, however we will need support of all the testing changes being made with the designer through using HPs compare tool or our integrations testing. 28

29 Doc Management Roles and Responsibilities 2 of 2 Role Technical Architect idoc Tech Lead Design Consultant Infrastructure Engineer/ Release Coordinator Exstream Consultant /Architect Lead Designer VPA Roles and Responsibilities Responsibilities Providing overall direction and roadmap for idoc and Exstream. Works with all Project Tech Arch/Tech leads to understand idoc integration. Works with projects to provide POCs for how Doc Mgmt can help with their solutions. Works with Vendors on understanding latest changes with Capabilities. Works with ET on ensuring all projects are using corporate standards for ECM. Provides overall idoc Tech Lead support for various parts of idoc developers and works with various project tech lead on how idoc integrates with their capabilities, such as Data, ESB, Info Serv, etc. Writes regular expression scripts and provides support to all tech leads/developers coding UI and completes code reviews of their code. Keep designers trained on best practices, improving conversion and onboarding processes, defining standards for designing documents and standards for offshore support model. Works with the project Design Consultant(s) to ensure standards are followed. Learns all new Doc Mgmt capabilities and understands all idoc to provide an ECM view for Unum. Coordinates with Vendor on designer support that is out sourced. Provides tier one/two support for Exstream questions from AMS (no production support today in AMS) Deploys Pub file moves, plans and schedules Exstream upgrades. Defines how Exstream is set up and built out to support our future needs. Works with Infrastructure Engineer and Technical Architect on server needs, new capabilities and how system integrates with idoc and other ECM type applications (POCs new software) Provides support to all VPA designers and continually trains on Interactive changes, Exstream Upgrades, regression tests pub file moves, stays current on new standards for designing documents to better meet business needs while learning all Exstream capabilities to ensure we are using tool to fullest extent. 29

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