Medicare Modernization Act (MMA) Elevator Speech The Medicare Modernization Act of 2003 (MMA) will go into effect on January 1, 2006. For the first time, senior citizens will have outpatient prescription drugs paid for by Medicare. The prescription drug coverage, known as Medicare Part D, KP’s participation in Medicare represents 10% of KP members, accounting for 30% of revenue. MMA compliance requires multi-faceted and complicated changes to business process and systems across many functions and in all regions. Some changes must be in effect in 2005, with a fully compliant implementation in place by January 1, 2006. For KP-IT, this means a tremendous amount of work to remediate systems, such as membership and PIMS, along with scores of ancillary systems such as billing, in an organized manner. The team is working long hours in a compressed time frame, against frequently changing requirements to deliver minimal, essential functionality across all regions in phases, starting in January, 2006. Since MMA implementation is a cross-functional initiative, it will require communications beyond our normal channels. We will seek out, identify and reach every affected department and individual employee to deliver the information necessary for them to provide excellent health care.

Timeline* Phase 1: Now—January, 2006 Guiding Principles:

We will stick to IT subjects regarding MMA We will focus on leadership and regional messages The communications will be fast and uniform Everything we produce will be put into a central repository for reference We will use existing venues whenever possible We will celebrate successes and recognize the implementation teams We will ensure that the right messaging goes to the right audience

Communication Objectives Equip regional IT leaders as key communicators. Provide information and tools to the RIOs to help them keep themselves, their staff, business partners informed on status, progress and issues with MMA IT systems deployment on a timely basis, allowing them to take action as needed. Collaborate with business communicators to ensure inclusion of IT messages. Create and provide a network of cross-functional communications between regions, business partners, senior leadership and all affected KP employees. Celebrate success and communicate effort. Keep KP-IT employees and leadership informed of the milestones and successes reached as the largest IT implementation in KP’s history takes shape. Expose behind-the-scenes work to spotlight the IT staff and innovations that make this project successful. Key Messages*/Themes All of KP-IT will understand:

KP-IT will do whatever it takes to meet the 1/1/06 MMA implementation deadline. With over 850,000 Medicare participants enrolled, successful implementation of MMA is vital to our financial success and member

satisfaction. 10% of all members have Medicare/Medicaid, representing 30% of KP’s total revenue. Complying with the new regulations requires KP-IT to make substantive process and system modifications to get ready, under an

extremely tight timeframe and changing requirements. IT is not the driver, we’re the engine. How we enroll members, and ensure correct eligibility information, will require both process and system changes. Greater

collaboration between business and IT than ever before. KP-IT & HPA and Senior Leadership will know:

Huge impact on HPA work:

o Call volume in HPA’s Member Service Call Centers will significantly increase as members try to understand the new benefits, which are difficult to maneuver through. It is anticipated that every eligible member will call at least once.

o Our reporting systems within HPA’s Claims Administration will need to capture and track different information from what we currently maintain.

We will support regional delivery of training so employees can hit the ground running at what they do best – taking care of members. KP-IT and and the business have been working behind the scenes, and now needs all IT staff to respond to requests for help as

needed.

udiences: Stakeholder Group Required Information Objectives Business Audiences: KP Business Leadership Leadership Memos (contributor)

IT Leadership Memos FAQ Regular progress updates It might not work the first time, and

why Budget is being properly allocated in

line with time frame

High level communication of MMA activities Set realistic expectations of outcomes Keep senior leadership in the loop

RACs Report from RIOs IT & HPA Audiences IT Managers RIOs (Audience and as source of information) Bi-weekly RIO individual meetings

Live presentation at RIO monthly meetings

RIOs to be conduits of communications to their business partners and staff

RIOs are apprised of situation and can act accordingly in a timely manner

KP-IT Employees Recipients of national and regional

MMA Internal Communications Regional Project Managers (IT) How regions should prepare

Clarify specific requests from IT

Cross Functional MMA Teams (IT) Support and help of SLT Recognition Information from ESR Weekly updates (how?)

Ensure two-way communication so that project teams are supporting each other and properly escalating issues.

Measurement

Success is defined as all KP-IT /HPA employees having an awareness of MMA and its impact to KP-IT /HPA, well enough that they could explain it to another person if asked.

Affected audiences understand the scope of the project beyond their own component of it. KP-IT and HPA employees will understand:

o The phased releases of MMA o the short time frame for testing and training may result in errors o that 1/1/06 will bring minimal functionality; further functionality will continue into Q3 06. o what they need to do, how to get help and escalate issues

Scope Communications within KP-IT / HPA. Contribute to communications to KP audiences External audiences beyond KP are out of scope.

Issues Multiple messages to various internal audiences Messages to, from and within senior management Not all news is good news Celebrate successes; explain root causes for any malfunctions

Spokespersons Adrienne Edens (to Management) Mary Woods (Internal Business Communications) AJ Bovee—Project Communicator

Communications Team Roles and Responsibilities Susan Olofson: Communications strategy; reviewer/approver of messages; AJ Bovee: Project Management leadership Dave Scott/Chris Smith: Project Communicators Adrienne Edens: Spokesperson for leadership Tom Snyder: Initial guidance on planning; does drafts Pam Rosen: Liaison to other communicators in business , IT and HPA

Communication Plan—Comprehensive

MENU OF POTENTIAL TACTICS/DELIVERABLES

Communication Method Description Features

In Person Leadership Meetings Includes:

- RIOs - MMA Leads - MMA Comm Team

-Technical

RIOs—facilitation and communication of issues critical to each RIO

MMA Leads—to offer communications help and seek information to communicate down the chain

MMA Comm—to see where IT can offer communications that can fit into and enhance the existing plan; feed materials to syndicate to external audiences where appropriate

Technical Team—to discover key issues and determine the communication needs surrounding them

Keeps RIOS engaged and informed A conduit to two-way, “top-down/bottom up”

communication A means of Direct Makes leaders visible to employees across the

locations Provides repository for feedback/issues (e.g. online

survey)

Leadership Message from Herman

Direct email communication to employees from Herman Weil to introduce new MMA IT concepts, milestones and accomplishments

Establishes SL as MMA champion Low cost Direct High credibility/high readership factor Fast Reaches wide target audience

Success Stories

TWIIT article success stories that can also be syndicated to other audiences

Illustrates results that have been achieved and recognizes work done in the trenches.

Consistent messages across IT and Business Low cost Direct Generic and informative Platform for recognition Reaches wide target audience

ITinerary Provide ongoing information from the RIOs across IT RIO Bi-Weekly Calls

Provide 1:1 forum between National Team and RIOs to resolve issues and raise questions

Direct Allows RIOs to speak freely without the presence of

their peers Can be tracked and recorded

Contributions to existing websites

MMA Website The Hub

Provides a presence without having to create a new entity

Communication Plan—Comprehensive

Communication Method Description Features

HPA Website National Portal

Keeps MMA in focus across the enterprise The right message to the right people at the right time

RIO Meetings Snapshot update presentation/Q&A Presents complex information in a simple, easy to follow short presentation

Fosters live conversation and sharing of regional issues among RIO leadership

Provides instant feedback on issues as they are discussed

Bi-Weekly Talking Points

Brief, one page weekly document provided to RIOs to equip them with the latest news and information and to prepare them for any issues they may face or discussions that must take place

Easy to read breakdown of ESR Most important parts to each RIO easily found Quick to produce

TIMELINE OF DELIVERABLES Entry #

WHEN (Delivery date)

WHAT (Activity / Project / Vehicle type)

TO WHOM (Audience)

KEY MESSAGE(S) (Content)

FROM WHOM (Messenger)

STATUS (Pending, On-going, In Progress, Complete)

11/9 Leadership Memo SLT Kick off of Comm Plan and “what to expect” Adrienne DONE 10/14 TWIIT KP-IT staff Success! MMA Milestone Reached as

Clock Strikes 12 Pam DONE

Herman Weil Memo

SLT, RIOs, IOs MMA Pharmacy Implementation DONE

11/1 RIO Meeting RIO meeting deck: a) info update & milestones; b) issues/mitigation/what we need, c) Q&A. Also facilitation to ensure engagement

Done

11/5 TWIIT Article Broad IT audiences

Bus. and IT collaboration to create event based methodology to deliver MMA on time

Pam R DONE

Communication Plan—Comprehensive Entry #

WHEN (Delivery date)

WHAT (Activity / Project / Vehicle type)

TO WHOM (Audience)

KEY MESSAGE(S) (Content)

FROM WHOM (Messenger)

STATUS (Pending, On-going, In Progress, Complete)

11/12 MMA Talking Points Meetings 1

RIOs Key issues needing addressing (delivered bi-weekly)

AJ DONE

11/12 (TBD) Adrienne/Cliff(?) memo

MMA Leadership

Status of MMA to date, Call to action on regional participation

Adrienne/Cliff DONE

11/18 Personal memo to RIOS

RIOS Set up specific individualized calls to discuss regional issues before Thanksgiving

AJ DONE

11/8 Herman memo SLT Overview of October and November activities and look-ahead to December

Mary (via Pam) DONE

12/2 TWIIT Article Broad IT Audiences, syndicated

November 18 implementation Pam Cancelled?

11/30 RIO Meeting RIO AJ to review key issues distilled from RIO calls

AJ Pam and Susan drafting

12/12 RIO Call RIOs Get on agenda for AJ final check in for support and status for 12/18 code drop

AJ

By 12/9 RIO 1:1 Meetings RIOs, PMs, Key issues needing addressing (delivered bi-weekly)

AJ Pending

12/9 TWIIT Article Broad IT Audiences, syndicated

The Technology of MMA Pam Pushed off for LIS story?

12/9 Itinerary IT Management Article—what can you do for MMA Pam pending 12/15 Herman Memo SLT TBD Mary (via Pam) pending 1/6 TWIIT Article Broad IT

Audiences Successful implementation of MMA Pam Pending

1/? RIO Meeting RIOS RIO meeting deck: a) info update & milestones; b) issues/mitigation/what we need, c) Q&A. Also facilitation to ensure engagement

Pam, Susan

Communication Plan—Comprehensive