journey of a document coe · 2014-09-23 · journey of a document coe history of a document coe at...
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Journey of a Document CoE
History of a Document CoE At Unum Group
September 2014
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Intro and Agenda
Moderator:
David Hines HP Exstream
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Moderator: David Hines HP Exstream
● Introductions and overview (David Hines) (2 minutes)
● Overview of ECM (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
Agenda
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David Hines Overview of ECM
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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
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CCM Strategy Stakeholders – “The Reality – Greatly Simplified”
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Unum Group
Unum Group Presenters:
Rex Price: Director, Document Management CoE
John Harris: Technical Architect, Document Management Capabilities
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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)
Objective of Creating a CoE at Unum
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Level 1"Non-existent / Ad-hoc"
Non existent, ad-hoc, no standards, no one to go to, don't understand the question
or topic; no reference architectures
Level 2"Intuitive / Informal / Emerging"
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
Level 3"Defined / Repeatable"
In about half (the people, groups, locations, instances, etc.); knowledge of
standards; good adoption
Level 4"Managed / Disciplined"
Mostly but not all (people, groups, locations, instances, etc.); most of the time but
not always; expertise in standards and strong adoption
Level 5"Optimized / DNA"
Yes, always, throughout, all, everybody, enterprise-wide, consistently; fully use
standards or reference architectures
Doc Management Maturity Assessment
Domain
Current Maturity (Baseline Q2, 2014)
People Process Technology Aggregate
Doc Management 2.5 2.5 3.0 2.5
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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)
Approach to Creating CoE at Unum2006-2014
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Overview of The CoE Approach
Rules of
Engagement
RolesCompetency-based Roles
Enablement Plan
COE ≈ PMO
Staffing Plan
Enterprise Competencies
COE Roadmap
COE CharterCOE Capabilities
DM
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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)
Current State of CoE at Unum (1 of 2)
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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)
Current State of CoE at Unum (2 of 2)
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Exstream Timeline
2008 2009 2010 20122006 2013
Purchased for Contracts and Booklets as part of
SU Project
Annual Broker Statements
(high volume) and Forms with Tables
Print To Mail Capability, integrated with Print & Distribution (P&D)
Enabled Multi Language, Globalization
Email Capability Enabled
Exstream Interactive Capability purchased
2014
Output compare module enabled for
testing
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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
Future Steps of CoE
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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
Lessons Learned 1 of 2
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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
Lessons Learned 2 of 2
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Document Design Migration Factory (Informatica)
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Audience Participation
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Who has tried to create a document CoE?
What has been tried?
What worked, what didn’t?
Audience ParticipationSUGGESTED TOPICS
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Appendix
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The Factory Process Overview
Inventory
Rationalization
Factory: Rationalize
& Convert Document
Design
Testing and
Validation
Repeat as needed
Approved
Content
Loading Exstream
Innovative approach to document conversions that is not in the industry
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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:
What is the Document Design Conversion Factory approach?
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
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• Technology deployment/support
• Tech implementation standards, practices
• Technology Maturity Roadmap
• Resource Acquisitions
• Training/Skill set Development
• Knowledge Management
• Solution architecture (utilization of capabilities)
• Feedback, incorporate Enterprise Architecture improvements as appropriate
• Governance (Project) – strategic alignment
• Foundational program(s)
• Blueprints (Enterprise)
• Assessment & Acquisition
• POC’s
• Policies, Standards (technology use), Practices
• Implementation planning
• Change management/adoption planning
• Strategic Assessment
• Vislon Development
• Blueprints (High Level, Planning)
• Roadmaps
• Program Establishment
• Governance (Program) –strategic investments
• TCO views/analysis Plan Advance
EstablishApply
Drives ECM Technology Lifecycle
Functions that will be the primary accountabilities for Enterprise Shared Technology
Functions that will be the primary accountabilities for Enterprise Transformation
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Sample Capability RoadmapNEW CAPABILITIES/FEATURES
20142015
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 PROJECT6Document Conversion Test and Validation Tools Process Environment Creation PROJ2
Email--HTML--Container Enhancement (V 8.6) Roll Out Project7
Mainframe Bulk Request Standard for Document Capabilities PROJECT5 PROJ2
EAM Standards and Rollout PROJECT5Business Content Authoring Integration with Exstream (Remote Collaboration)
Document Taxonomy Governance Team Establishment PROJECT4
Enable CommunicationsManagement to Support Template Categorization PROJ1
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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.
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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
Solution Patterns Identified by CoE
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Doc Management Roles and Responsibilities 1 of 2
VPA Roles and Responsibilities
Role Responsibilities
Data Consultant 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.
BA 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.
PM 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.
Designer 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.
iDocument Developers 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.
Testers 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.
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Doc Management Roles and Responsibilities 2 of 2
VPA Roles and Responsibilities
Role Responsibilities
Technical Architect 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.
iDoc Tech Lead 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.
Design Consultant 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)
Infrastructure Engineer/
Release Coordinator
Deploys Pub file moves, plans and schedules Exstream upgrades.
Exstream Consultant
/Architect
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)
Lead Designer 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.