civls project kickoff - connecticut · 11.4 service channel interfaces: ivr, internet, etc....

CIVLS Project Kickoff

February 11, 2010

DMV Modernization Program CT Integrated Vehicle and Licensing System (CIVLS)

February 11, 2010 2

Agenda

1. Welcome and Introductions

2. Opening Remarks

3. Governance

4. Modernization Program Overview

5. Roles, Assignments, Process

6. Next Steps

7. Q & A

February 11, 2010 3

Initial Approach: ReROD/RTOL ReROD: Custom Build (in-house)

RTOL: Custom Build (vendor to develop)

Got firm handle on AS-IS and TO-BE Environment –

Strategic Operational Assessment and Future State Design (BCP2) Driven by DMV Strategic Plan

Assessed Current State

Incorporated DMV Best Practices

Developed Future State Business Processes Design workshops with DMV Staff

Developed Future State Technology Architecture

Stepped back: New Approach: A COTS/MOTS Enterprise Solution

What’s COTS/MOTS?

Confirmed availability of COTS/MOTS solutions in marketplace

Took “Deep dive” on key DMV business processes Documented “core” business requirements to DMV “Repository”

“Signed off” by DMV Business Owners

Documented “supporting” DMV business processes and requirements Audit, Records Management, etc.

Completed RFP & Contracting Process “Re-signed off” by DMV Business Owners

Issued RFP

Conducted 2-Day, On-Site Hands-On Demos for all vendors

Negotiated Contract

Documented Business Rules On-going

Let’s CELEBRATE!! How We Got Here

February 11, 2010 4

Introducing the Team DMV + DoIT + SAIC/3M

Teamwork at its best!

February 11, 2010 5

Contractor Team

George Voelker

SAIC

Mike Ristau

3M

Tom Dickie

SAIC

Bill Griffenberg

SAIC

Sandy Hinzman

SAIC

Frank Denson

3M

Steve Rigdon

SAIC

Howie Cronauer

SAIC

Ned Herbert

SAIC

Stefano Esposito

3M

Steve Edwards

3M

Executive Management

Delivery

Contract and Account Management

Program Management

Mark Treat

SAIC

Rick Biben

SAIC

Kellam White

SAIC

Allison McNally

SAIC

Angela Estes

3M

February 11, 2010 6

Commissioner Ward

February 11, 2010 7

DMV Mission

To promote and advance public

Safety, Security, and Service

through the regulation of drivers,

their motor vehicles and certain

motor vehicle-related businesses

February 11, 2010 8

DMV Vision

To always evolve as an organization

to employ new and innovative measures and

strategies that improve services to the public

to enhance the security of credentials

to foster staff development and satisfaction

to streamline agency procedures

to promote clear and timely communication

February 11, 2010 9

Commissioner Wallace

February 11, 2010 10

Contractor Team

Mike Ristau

Business Manager 3M

Tom Dickie

Sr. Project Manager SAIC

February 11, 2010 11 11

Fulfilling the DMV Vision


Governance


Objectives Set Program Goals/Objectives

Review and approve major changes

Provide executive level issue resolution

Members DMV Commissioner, Robert Ward

State CIO, Diane Wallace

DMV Chief Administrative Officer, Richard Cosgrove

State PMO Director, Tricia Johnson

SAIC Operations Director, Rick Biben

SAIC Division Manager, Steve Rigdon

SAIC MVIS Practice Manager, Howie Cronauer

3M Vehicle Systems Business Unit Mgr., Mike Ristau

Meetings - Quarterly May 5, 2010 (first meeting)

(distribution of all meeting dates and locations via email)

Governance Steering Committee

February 11, 2010 14 14

Objectives Update on Project Status

Ensure resources are committed and confirmed for following month’s planned activities

Members DMV Deputy Cmmr. Willie Ramirez

State IT Business Development, Suzanne Niedzielska

DMV Chief Administrative Officer, Richard Cosgrove

DMV Bureau Chiefs: William Callahan, Ken Nappi, Tom Ruby

DMV Organizational Development, Robert McGarry

DMV Division Chief, George White

SAIC Division Manager, Steve Rigdon

SAIC Technical Program Manager, Mark Treat

SAIC Program Manager, Ned Herbert

3M/MVS Technical Development Lead, Stefano Esposito

Briefings provided by CIVLS Project Management, Tom Dickie/Nancy Dumais

Meetings - Monthly April 7, 2010 (First Meeting)

(full distribution of meeting dates and locations via email)

Governance Project Update Board


Monthly Update Reporting

Project status: (Red, Yellow, Green)

Prior project status (Red, Yellow, Green)

Propose corrective actions

Propose preventive Actions

Activities performed during this reporting period

Scheduled activities not completed

Activities planned for next reporting period

Issues/Resolutions/ Impact analysis/ Resolution

strategy

Resource allocations

Governance Project Update Board


Governance Project Teams

Core Project Team

Role: Day-to-Day Management of all work and resources

Nancy Dumais, State Project Administrator

Tom Dickie, SAIC Project Manager

David Lee, Technical Manager

Bill Griffenberg, SAIC Ass’t Project Mgr.

Dean Hammel, 3M Implementation Mgr.

Leo Morris, Development Lead

Scott Finch, Business Lead

Ted Diesenhaus, Project Consultant

Stewards

Cynthia Ellison

Nikkia Grant

Betty McCue

Dorothy Niebrzydowski

Inder Singh

Ted Diesenhaus

Role

Ensures MOTS product

functionality meets

Executive-approved

DMV Business Domain

requirements

Follows up on any

issues/assigned tasks

with SMEs


Governance Project Boards

Contract Change Control Board

Role: Review and implement all contract changes (as needed)

State Contract Officer, Andy Munson

State Project Administrator, Nancy Dumais

DoIT Procurement, Jacqueline Shirley

SAIC Contracts, Kellam White and Ned Herbert

SAIC Program/Technical, Mark Treat

3M Technical Development Lead, Stefano Esposito

Configuration Management Board

Role: Assessment of proposed system changes (as needed)

Nancy Dumais, State Project Administrator

David Lee, Technical Manager

Melissa Connery, State IT Architect

SAIC Project Manager, Tom Dickie

SAIC Technical Bill Griffenberg

3M Implementation Mgr., Dean Hammel

February 11, 2010 18 July 16, 2009

Modernization Program Overview Program Objectives

Becoming a “21st Century DMV”

To re-engineer agency-wide business processes and supporting technology infrastructure – it’s more than just a technology refresh

Improve timeliness and responsiveness to Connecticut’s citizens and DMV Stakeholders and Business Partners

Streamline business processes

Standardize and integrate business and systems processes

Improve DMV operational efficiency in performing key business processes and transactions

Modernize (all) agency-wide systems and supporting technologies

When implemented, the DMV will result in:

Real-time vehicle and licensing systems

Customer-centric view of DMV information

Simplified and integrated DMV interdepartmental processes via automation and “lead-through” processing

New Service Delivery Channels to lower agency costs and improve customer service – e.g. Internet-based DMV transactions, self-service models for Customers, Stakeholders, and Business Partners

Improved fiscal management through “point-of-sale” cashiering and fiscal management systems

Improved information exchange and integration with DMV stakeholders and Business Partners

Improved DMV business information management – higher quality data, improved reporting, improved compliance monitoring capabilities

Improved DMV security through auditable and role-based security for all DMV systems


CIVLS Core Components Core DMV Mission

Core DMV Business Components 5.1 Enterprise Level - Common to all Components

5.2 Customer

5.3 Compliance

5.4 Vehicle Services: 5.4.2 Title

5.4.11 Registration

5.5 Driver Services: 5.5.1 Credentialing

5.5.6 Sanctioning

5.6 Permits

5.7 Fiscal Management

5.8 License and Manage Regulated Businesses

5.9 Business Partner Services


CIVLS Supporting Components Agency-wide Functions

DMV Business Support Components

6.1 Records Management

6.2 Inventory Control

6.3 Audits

6.4 Hearing and Appeals

6.5 Inspections and Enforcements

Business Administration Functions

7.1 Business Rules

7.2 Reporting Capabilities

7.4 Training

Enterprise Electronic Capabilities

8.1 Document Management

8.2 Workflow and Case Management

8.3 Forms and Correspondence

8.4 Appointment / Scheduling


CIVLS Technology Components

Service Delivery Channels

9.1 Internet Self-Service

9.2 Web Portals

Interfaces

11.1 General

11.2 External Interfaces: Dealers, etc.

11.3 Internal State Interfaces: DPS, DOC, etc.

11.4 Service Channel Interfaces: IVR, Internet, etc.

Hardware, Software, and Network

13.1 Hardware/Software

13.2 Network

Data

10.1 Customer-Centric Database

10.2 Data Cleansing

10.3 Data conversion and migration


Modernization Program Overview Releases

Project Close/

Warranty

2014 Solution Validation Phase (SVP)

Feb. 2010 – June 2010

Release 1 (1Q ’11): • Infrastructure

• Customer DB

• License/Manage

Regulated Businesses

• Back Office Fiscal

• Portal

Release 2 (3Q ’11): Vehicle/Dealers

Release 3 (2Q ’12): Drivers

Release 4 (4Q ’12): Final Integration & all

other functionality

Releases

1 – 4


No Surprises


Design/Solution Validation Phase

Steps to ensure “No Surprises”

Requirements Validation

Objective: To validate that Requirements are MUTUALLY understood

Solution Overview (“out of the box”)

Objective: To orient SVP participants with “End-to-End,” “Out-of-the-Box”

functionality

Solution Validation (Vendor Discovery)

Objective: To discover specifically how Vendor functionality addresses State

requirements

SVP RECONFIRMS that 87% of our requirements are met by the SAIC/3M Solution “out of the box”

SVP identifies the remaining 13% that require modification

Gives us an opportunity to

Modify our business processes and/or

Amend existing legislation

Organizational Change Management

Objective: To identify organizational implications of DMV business process

changes and to develop an appropriate Change Management Plan


Requirements Validation

Objective

To validate that Requirements are MUTUALLY understood

Activity

Consensus

Both State and SAIC have a common understanding of the meaning and intent of the requirement

Confusion

Neither the State nor SAIC have a clear understanding of the meaning or intent of the requirement

Action item is taken for clarification, which may include an update of the requirement definition

Disagreement

The State and SAIC have different understandings of the meaning and intent of the requirement

Action item is taken for resolution of the difference, which may include escalation and/or an update to the requirement definition

At the conclusion of the requirements validation sessions, SAIC provides an interim SVP findings report identifying the total number of requirements by status along with a summary of action items beings taken.


Participants

Elaine McDougal

Lynn Blackwell

Allyson Bruce

Peter Leibovitz

Marcella Muhammad

Debbie Wright

Betty McCue

Ted Diesenhaus

Nikkia Grant

Cynthia Ellison


Components

Enterprise

Customer

Compliance

Inventory Control

Registration

Title

Permits

Fiscal

Requirements Validation Sessions/Bus February 16th

* Based on DMV Executive Owner-Approved Requirements



Components

Driver/Credentialing

Driver/Sanctioning

Permit (Privilege)

License/Manage Regulated Businesses

Business Partner Services

Audit

Inspection and Enforcement

Hearing and Appeals

Records Management

Training

Participants

Joe Ciotto

Lynn Blackwell

Ann Howroyd

Rudy Supina

Bob Weber

Kathy Flanagan-Beal

Brian Clarke

Donald Bridge

Lynne Payne

Gayle Murphy

Bob McGarry

Betty McCue

Ted Diesenhaus

Cynthia Ellison



Components

Workflow/Case Management

Document Management

Forms and Correspondence

Business Rules

Appointments/Scheduling

Reports

Web/Portal

Interfaces

Participants

Core Team


CIVLS Technical Requirements Validation

Objective: Validate documented technical requirements

Date: February 19 8:30am – 12pm

Attendees: DoIT Staff –

Architecture, Computer Operations, Database Support, Directory & Messaging, DR/Business Continuity, Portal, Security, Storage Management, System Services, WAN-MAN, Wintel Support, Firewalls/Infrastructure

Date: February 19 12:30pm – 4:00pm

Attendees: DMV IST –

Application, Infrastructure





Andrew Vincens, Angela Taetz, Dan Riedinger, Dawn Percoski, Donald Heft, Eric Lindquist, Gary Clauss, Grace Nunes, Jacque Cassella, James Grochowski, Jeanne Lee, Joseph Wacht, Keith McHugh, Kirby Lewis, Marc D’Aloisio, Melissa Connery, Paul Denno, Paul Stevenson,

Salvatore Efici, Stephen Lynch

CIVLS Core Team –

David Lee, Leo Morris, Nancy Dumais

Technical Requirements Validation




DMV IST Session: Focus on infrastructure topics

Attendees: IST staff –

Anthony Franceschi, Dan Yoreo, Dick Poirier, Joe Servidone, Naveen Prathikantam,

Nick Demetriades

CIVLS Core Team –


Technical Requirements Validation


Solution Overview and Validation

Objective of Solution Overview Review the solution “out of the box” which will:

Identify necessary legislative, regulatory and procedural

changes

Objective of Solution Validation

Review sessions to validate SAIC’S solution

approach to satisfying each business and technical

requirement


Organizational Change Management (OCM)

August 5, 2009 – USA Today


Definition of Organizational Change Management (OCM)

OCM is the organized, systematic application of

knowledge, tools, and resources of organizational

change that provide organizations with a key

process to achieve their business strategy.

It is a proactive methodology of addressing the

requirements of an organization and its key

stakeholders in the adoption of change.


Awareness communications inform stakeholders that change is going to happen and the underlying reasons for the change.

Desire focuses on stakeholder motivation to support and embrace change by addressing individual and group stakeholder benefits.

Knowledge provides the information necessary for stakeholders to understand how change will happen.

Ability focuses on communications that ensure stakeholders will have the necessary abilities and skills to be successful after the change has occurred.

Reinforcement communications are designed to support and reinforce change for sustainability.

ADKAR™ Model

Customized Communications Based on the ADKAR™ Model


Objective: List hardware/software/network configurations



Andrew Vincens, Dan Riedinger, Dawn Percoski, Eric Lindquist, Jacque Cassella, Joseph Wacht, Keith McHugh, Kirby Lewis, Marc D’Aloisio, Melissa Connery, Paul Denno, Paul Stevenson,

Sal Efici

IST staff – Anthony Franceschi, Dan Yoreo, Dick Poirier,

Nick Demetriades

CIVLS Core Team –

David Lee, Leo Morris

Technical SVP: Hardware/Software Feb. 22 8:30 am – 12 pm


Objective: Review deployment activities

Date: February 22 12:30pm – 4pm


Dan Riedinger, Dawn Percoski, Eric Lindquist,

Jacque Cassella, James Grochowski, Keith McHugh, Kirby Lewis, Melissa Connery, Paul Denno,

Stephen Lynch


Nick Demetriades

CIVLS Core Team –


Technical SVP: Application Deployment Feb. 22 12:30pm – 4pm


Objective: Review CIVLS enterprise-wide technical requirements


Attendees: IST staff –

Anthony Franceschi, Dan Yoreo, Dick Poirier, Joe Servidone, Naveen Prathikantam,

Nick Demetriades

CIVLS Core Team –


Technical SVP: Enterprise Requirements Feb. 23 8:30am – 12pm


Objective: Review network/system/application level security; computer operations



Andrew Vincens, Dan Riedinger, Dawn Percoski, Eric Lindquist, Keith McHugh, Kirby Lewis, Marc D’Aloisio, Melissa Connery, Paul Denno,

Paul Stevenson

IST staff – Anthony Franceschi, Dan Yoreo, Dick Poirier, Nick Demetriades

CIVLS Core Team –


Technical SVP: Security & Operations Feb. 23 12:30pm – 4pm


Objective: Review channel requirements – Internet, Portal and others



Angela Taetz, Jeanne Lee, Marc D’Aloisio, Melissa Connery, Paul Stevenson


Nick Demetriades

CIVLS Core Team –


Technical SVP: Service Delivery Channels Feb. 24 8:30am – 12pm


Objective: Review products, data models and data migration requirements



Donald Heft, Gary Clauss, Grace Nunes,

Melissa Connery, Stephen Lynch

IST staff – Dan Yoreo, Naveen Prathikantam, Nick Demetriades

CIVLS Core Team –


Technical SVP: Data Requirements Feb. 24 12:30pm – 4pm


Objective: Review forms product and configuration requirements



Angela Taetz, Jeanne Lee, Melissa Connery

IST staff – Nick Demetriades

CIVLS Core Team –


Technical SVP: Forms and Document Imaging Feb. 25 8:30am – 12pm


Objective: Review internal/external interfaces



Andrew Vincens, Jacque Cassella, Marc D’Aloisio, Melissa Connery, Paul Stevenson

IST staff – Anthony Franceschi, Dan Yoreo, Dick Poirier, Joe Servidone, Naveen Prathikantam,

Nick Demetriades

CIVLS Core Team –


Technical SVP: Interface Requirements Feb. 25 12:30pm – 4pm


Objective: Wrap up outstanding issues



Andrew Vincens, Angela Taetz, Dan Riedinger, Dawn Percoski, Donald Heft, Eric Lindquist, Gary Clauss, Grace Nunes, Jacque Cassella, James Grochowski, Jeanne Lee, Joseph Wacht, Keith McHugh, Kirby Lewis, Marc D’Aloisio, Melissa Connery, Paul Denno,

Paul Stevenson, Salvatore Efici, Stephen Lynch


Joe Servidone, Naveen Prathikantam, Nick Demetriades

CIVLS Core Team –


Technical SVP: IT Follow Up Feb. 26 8:30am – 12pm


SVP (Bus/IT): Data Cleansing & Conversion March 3rd

Objective: To develop a mutual understanding of Data Cleansing and Conversion, and to develop a first-cut data migration strategy/plan based on vendor experience and best practices from other states.

IT Manager: David Lee

Participants: Betty McCue

Nikkia Grant

Naveen Prathikantam

Dan Yoreo

Richard Landers

Adeel Anwar


Release 1 Scope Description

Release 1 Scope

Core Business Components

Core production application infrastructure

Enterprise level components

Customer components

Compliance components

Licensed/Managed Regulated Businesses

& Business Partner Services

Business Stakeholder/Interfaces

Fiscal management components

Hearings and appeals

Inventory

Internet self-service components

Internet web portal components

Supporting Components

Audit

Records management

Reporting

Business rules

Document management (pilot)

Case management

Forms and Correspondence

Appointments & Scheduling

Training


Release 1: Customer, License and Manage Regulated Businesses, and Fiscal

Feb. 23 - March 9

Participants: Ann Howroyd

Allyson Bruce

Rudy Supina

Lynn Blackwell

Kathy Flanagan-Beal

Brian Clarke

Elaine McDougal

Lauren Hangland

Kelly Manning

Gayle Murphy

Executive Owners: Ken Nappi, Richard Cosgrove, William Seymour,

Bill Callahan

Business Owners: Ann Howroyd, Allyson Bruce, Rudy Supina,

Lynn Blackwell, Kathy Flanagan-Beal

Bob Weber

Nikkia Grant

Inder Singh

Ted Diesenhaus

Betty McCue

Peter Leibovitz

Dan Yoreo

Naveen Prathikantam

Joe Ciotto

Lynne Payne



Feb. 23 - March 9


Release 2 Scope

Vehicle/Registration

Vehicle/Title

Permits

Inspections and Enforcement

Components introduced in prior releases



Participants: Elaine McDougal

Donald Bridge

Debbie Wright

Bob Weber

Nancy Klemonski

Greg Kelly

Lynne Payne

Marcella Muhammad

Executive Owner: Ken Nappi

Business Owner: Elaine McDougal

Nikkia Grant

Betty McCue

Peter Leibovitz

Gayle Murphy

Ted Diesenhaus


Release 2: Vehicle March 16 – April 6


Release 2: Vehicle

March 16 – April 6


Release 3 Scope

Driver components

Sanctioning components

Components introduced in prior releases



Participants: Kathy Flanagan-Beal

Lynn Blackwell

Toni Cole

Brian Clarke

Cynthia Ellison

Joe Ciotto

Cindy Zuerblis

Bob Weber

Lynne Payne

Executive Owner: Tom Ruby

Business Owner: Kathy Flanagan Beal (Sanctioning)

Lynn Blackwell (Credentialing)

Nikkia Grant

Betty McCue

Peter Leibovitz

Gayle Murphy

Naveen Prathikantam

55

Release 3: Drivers (Credentialing & Sanctioning)

April 13 – April 26


Solution Review Business: May 4 – May 6

Technical: May 18 – May 20

“Everybody thought Anybody could do it, but

Nobody realized that Everybody wouldn’t do it.

It ended up that Everybody blamed Somebody

when actually Nobody asked Anybody”

Time to Level Set!


Participants: Ted Diesenhaus

Betty McCue

Executive Owner: Bob McGarry

Business Owner: Bob McGarry

SVP: Training May 11


SVP: Internet Portal May 12

Now that we know what the new world looks like,

what can we push to the Web?

All business participants called back in


Next Steps

Refresh on DMV Requirements

Executives

Business Owners

Stewards

Documentation will be distributed via email

Communications

Steering Committee dates, times and locations, etc.

Project Update Board dates, times and locations, etc.

Business and Technical Session dates, times and locations, etc.

Questions: Contact Nancy Dumais


Questions?

civls project kickoff - connecticut · 11.4 service channel interfaces: ivr, internet, etc....

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