open enrollment lessons learned (third time’s a charm)

Open Enrollment Lessons Learned

(Third time’s a charm)March 7, 2005Rajni BajpaiKenneth EmanuelBornnie WongRobert Roffey

Xilinx Confidentialslide 2


We are going to approach this a little differently

• Share our mistakes

• Share our findings

• Share our frustrations

• Help you avoid, or at least plan around the some of the challenges we faced



Xilinx is a 20 year old high tech company in San Jose, CA

• “Fabless” semiconductor manufacturer• Produce programmable logic devices• 2004 Revenue was $1.4 Billion

A TopA Top--Ranking CompanyRanking Company

Xilinx has been recognized for setting a new standard for managing a high technology business

Xilinx has been recognized for setting a new standard for managing a high technology business

#4 #4 -- XilinxXilinx 20032003

#5#5-- XilinxXilinx 20052005

#6 #6 -- XilinxXilinx 20022002

#10 #10 -- XilinxXilinx 20042004

#14 #14 -- XilinxXilinx 20012001

Forbes Best Managed Semiconductor Company (2004)FORTUNE Best Companies to Work For (2001-2004)

• Highest ranking public company • Highest ranking high-technology company

• Operations in U.S., Ireland, Singapore• Global sales organization• 2005 #5 Great Place To Work



Oracle 11i is the core of our application suite

Technology StackTechnology Stack

9iAS9iAS

DB 8.1.74DB 8.1.74

HPUX 11.0HPUX 11.0

E-Business Suite Functionality ImplementedE-Business Suite Functionality Implemented

Planning &SchedulingPlanning &Scheduling•Advanced SC Planning

•Constraint-based Optimization

•Global Order Promising

Discrete MfgDiscrete Mfg•Inventory Mgmt

•Bills of Material

•Cost Management

•Quality

•Project Mfg

FinanceFinance• General Ledger• Receivables• Payables• Cash

Management• Assets• Internet

Expenses

Human Human ResourcesResources

•HR Core

•Self-Service HR

•Advanced Benefits

•Training Admin

ServiceService•Service Contracts

•Install Base

•iSupport

PurchasingPurchasing

Order ManagementOrder Management•Order Management

•Shipping

•RMA



Our Open Enrollment History

• 2002– Contracted with KPMG (design) and Oracle (all else) to support implementation

– No automated conversion of benefits data, started with only current year of data (manually entered)

– Shortage of expertise resulted in configuration errors and significant manual effort after implementation

• 2003– Contracted with Oracle for configuration

– Manual data entry from 2002 created many issues

– First cut at Life Events was just prior to Open Enrollment

– Did not have sufficient time to resolve issues prior to implementation (set up delayed due to Life Event work)

• 2004– Primary resources provided internally

– Limited support from Oracle to audit test planning

– Completed full testing of Life Events and then full testing of Open Enrollment



We squeezed a lot of work into a short timeID Task Name

1 11.5.9 Dependencies2 11.5.9 CRP2 complete3 CRP2 available for CLE config4 11.5.9 Implementation complete5 MINNDD1 updated with 11.5.9 prod6 Open Enrollment Dependencies7 Communications plan developed8 Design9 Review and validate previous requirements10 Update Requirements docs11 Final approval of requirements12 Construction13 Define configuration requirements14 Oracle QA of planned config15 Update Config Documents (excluding approved rates)16 Approve Config Docs - BR10017 Enter final updates for revised rates18 Discover report specs complete19 Tech Unit Test Config20 Develop list of test scenarios21 Review / Update / Create test scripts22 Final Approval of test scripts23 Partner Test Prep24 Validation of test process30 Verification of system availability / plan36 Test37 Unit test config38 Unit test interfaces39 String test40 UAT41 Deployment42 Production install43 Develop communications plan44 Develop fall back strategy45 Training - End User46 Develop training materials47 Conduct training48 Provide user aids49 Training - HR50 Develop training materials51 Conduct training52 Provide user aids

6/20 7/4 7/18 8/1 8/15 8/29 9/12 9/26 10/10 10/24 11/7June July August September October November



First lesson – It is a project manage it like one

• Create the right team– Seven people

• IT Project Manager 10%• HR Project Manager 20%• HRIT Config 85%• WWIT Config (2) 50%• Discoverer reporting 5%• HR Benefits Manager 20%

• Actively and aggressively manage issues– Formal issues resolution process– Tracking issues, owners, next steps, and next commitment date

• Conduct thorough testing– Develop a robust set of test scripts– Test self service and applications– Test all Interfaces– Test all Reports– Consider some likely negative testing

• Document thoroughly– Requirements, design, configuration, testing



Project, cont’d• Keep your experts available

– 2002 and 2003 our consultants not involved in actual open enrollment– 2004 our config experts were fully available

• Aggressively Manage Communications– Created and distributed user manual– Six separate communications

• CEO email• Reminder card• Kickoff email• Reminder(s)

– HR Intranet page – on line help– Train Human Resources Information Center (HRIC)

• Known Issue• Preferred corrective actions

– Advanced request for users to update personal data

• Plan Ahead for Implementation– Labs for employee enrollment (voluntary)– Team calendars open for issue resolution– Daily meetings with team initially

• Have fun



Despite our efforts, we were negatively impacted by our own historic efforts

• There were many issues that were resolved with upgrade to 11.5.9– If you plan implement with a lower version, let us know and we will provide

details

• But we felt the pain from some of the previous corrective actions we had taken

ELEMENT ENTRYDescriptionIn 2002 set up error prevented accurate creation of elements (non recurring selected) Entry only created once. Instead of updating config, some records had manual entry of element.ImpactDuring subsequent enrollment, transaction failed because element was not appropriately linkedInitial Resolution (Work Around) NoneUltimate Resolution Oracle provided SQL script to delete original records. We then manually recreated all history. Approximately 80 records (40 hours)

ELEMENT ENTRYDescriptionIn 2002 set up error prevented accurate creation of elements (non recurring selected) Entry only created once. Instead of updating config, some records had manual entry of element.ImpactDuring subsequent enrollment, transaction failed because element was not appropriately linkedInitial Resolution (Work Around) NoneUltimate Resolution Oracle provided SQL script to delete original records. We then manually recreated all history. Approximately 80 records (40 hours)



Historic challenges, cont’d

DATA CLEAN UP (DUPLICATE DEPENDENTS)Description

Conversion or data maintenance generated some duplicate dependent records. During cleanup, removed incorrect dependent. Record removed was the one designated as beneficiary.

Impact

End user receives error on enrollment, and HR is unable to close open enrollment

To Avoid Execute background script to identify “unlinked dependents” before deleting

Ultimate Resolution SQL script provided by Oracle to inactivate invalid beneficiaries. Then manually added as needed

DATA CLEAN UP (DUPLICATE DEPENDENTS)Description

Conversion or data maintenance generated some duplicate dependent records. During cleanup, removed incorrect dependent. Record removed was the one designated as beneficiary.

Impact

End user receives error on enrollment, and HR is unable to close open enrollment

To Avoid Execute background script to identify “unlinked dependents” before deleting

Ultimate Resolution SQL script provided by Oracle to inactivate invalid beneficiaries. Then manually added as needed

We basically managed the process manually in 2002 and 2003



Two identified issues remain open

TAR # 4059490.994 - Previous Salary on Basic Life CalculationDescriptionBasic life insurance coverage was calculated based on salary as of first of previous calendar yearImpactCoverage is below the appropriate amountInitial Resolution (Work Around) Provided script to HRIC if users called. Sent separate extract file to carriers with accurate amountUltimate Resolution Patch provided by Oracle – Patch 3808470 – Installed and functioning

TAR # 4059490.994 - Previous Salary on Basic Life CalculationDescriptionBasic life insurance coverage was calculated based on salary as of first of previous calendar yearImpactCoverage is below the appropriate amountInitial Resolution (Work Around) Provided script to HRIC if users called. Sent separate extract file to carriers with accurate amountUltimate Resolution Patch provided by Oracle – Patch 3808470 – Installed and functioning

FSA Value RollbackDescriptionApplication defaults to waive on FSA and DFSA. However, previous enrollment amount is displayed and end user thinks they are enrolled. Confirmation page indicated non-enrollment and user backed to selection page. This caused coverage date to be current year not upcoming year.ImpactEmployees thought system was not working, and ended up with current years’ coverage start dateInitial Resolution (Work Around) Re-process the open life event for the employee and re-enter the elections manually.Ultimate Resolution Patch required to ensure that any navigation between pages does alter coverage start date.Currently Oracle is planning to provide a patch that will not display amount if default is waive.

FSA Value RollbackDescriptionApplication defaults to waive on FSA and DFSA. However, previous enrollment amount is displayed and end user thinks they are enrolled. Confirmation page indicated non-enrollment and user backed to selection page. This caused coverage date to be current year not upcoming year.ImpactEmployees thought system was not working, and ended up with current years’ coverage start dateInitial Resolution (Work Around) Re-process the open life event for the employee and re-enter the elections manually.Ultimate Resolution Patch required to ensure that any navigation between pages does alter coverage start date.Currently Oracle is planning to provide a patch that will not display amount if default is waive.



However, we successfully closed four TAR’s

TAR #4102909.999 Return to Overview and Back Button Not WorkingDescriptionThere were problems if the user clicked Back button while in Selection page, or Return to Overview on Confirmation. Clicking the Back button on Selection page returned an error message. Return to Overview failed to process ImpactEnd users called HRIC help desk. No data lost, but impacted user satisfactionInitial Resolution (Work Around)

Remove both buttons from the transaction screens Ultimate Resolution Patch 3633836 installed and working

TAR #4102909.999 Return to Overview and Back Button Not WorkingDescriptionThere were problems if the user clicked Back button while in Selection page, or Return to Overview on Confirmation. Clicking the Back button on Selection page returned an error message. Return to Overview failed to process ImpactEnd users called HRIC help desk. No data lost, but impacted user satisfactionInitial Resolution (Work Around)

Remove both buttons from the transaction screens Ultimate Resolution Patch 3633836 installed and working

TAR #4116492.995 Employee Enrollment Not Recognized (Could not close OE)DescriptionGetting error "Opt must be selected for plan type" even when employee is already enrolled while closing the Life Event.ImpactUnable to close the Life event for the employeeInitial Resolution (Work Around) Benefits Admin saved the Employee Enrollment through Non Flex Enrollment form prior to closing the Life Event.Ultimate Resolution Got patch from oracle - 3952332 ( yet to fully tested )

TAR #4116492.995 Employee Enrollment Not Recognized (Could not close OE)DescriptionGetting error "Opt must be selected for plan type" even when employee is already enrolled while closing the Life Event.ImpactUnable to close the Life event for the employeeInitial Resolution (Work Around) Benefits Admin saved the Employee Enrollment through Non Flex Enrollment form prior to closing the Life Event.Ultimate Resolution Got patch from oracle - 3952332 ( yet to fully tested )



Closed TAR’s, cont’d

TAR #4092700.999 Age Change Life Event Improperly DetectedDescriptionConfigured application not to detect age change. During OE change was detected and acted upon.

Impact

Due to challenges with OE running concurrently with LE age change detection could erase open enrollment selections. If a valid change (e.g., add dependent) is entered, BENMENGLE will be initiated and will detect Age Change and treat as a Life Event. Thus, employee loses open enrollment selections and loses ability to resubmit open enrollment. Will require system administrator to reprocess open enrollment.

Initial Resolution (Work Around)

Oracle recommends collapsing life events rule, but this did not work. Manually tracked, voided the entry and allowed the open enrollment to calculate the appropriate amount (Age only impacted cost for life insurance, and was recalculated as part of open enrollment)

Ultimate Resolution

Patch 3587636 installed to enable configuration of life event so that it is not detected (acted upon) during Open Enrollment

TAR #4092700.999 Age Change Life Event Improperly DetectedDescriptionConfigured application not to detect age change. During OE change was detected and acted upon.

Impact

Due to challenges with OE running concurrently with LE age change detection could erase open enrollment selections. If a valid change (e.g., add dependent) is entered, BENMENGLE will be initiated and will detect Age Change and treat as a Life Event. Thus, employee loses open enrollment selections and loses ability to resubmit open enrollment. Will require system administrator to reprocess open enrollment.


Oracle recommends collapsing life events rule, but this did not work. Manually tracked, voided the entry and allowed the open enrollment to calculate the appropriate amount (Age only impacted cost for life insurance, and was recalculated as part of open enrollment)

Ultimate Resolution

Patch 3587636 installed to enable configuration of life event so that it is not detected (acted upon) during Open Enrollment



Closed TAR’s, cont’d

TAR #4059739.994 Duplicate Dependents Displayed In Self ServiceDescription

Eligible dependents were not displayed on the Self Service Screen. Additionally, in some cases duplicate dependents were displayed. (One or the other, never together) Duplicates did not represent two records on the database. System treated like one record

Impact

Without eligible dependents displayed, unable to properly enroll. Duplicates were a frustration for end users, but did not create problems


In all cases of missing dependents, fortunately it was a move of whole family from Plan A to Plan B. The system did this, and it was just a display issue. If there had been a desire to add or reduce dependents during the change, a manual update by HR would have been required.

Ultimate Resolution

Patch 3856100 tested, but because of size will not be installed until May

TAR #4059739.994 Duplicate Dependents Displayed In Self ServiceDescription

Eligible dependents were not displayed on the Self Service Screen. Additionally, in some cases duplicate dependents were displayed. (One or the other, never together) Duplicates did not represent two records on the database. System treated like one record

Impact

Without eligible dependents displayed, unable to properly enroll. Duplicates were a frustration for end users, but did not create problems


In all cases of missing dependents, fortunately it was a move of whole family from Plan A to Plan B. The system did this, and it was just a display issue. If there had been a desire to add or reduce dependents during the change, a manual update by HR would have been required.

Ultimate Resolution

Patch 3856100 tested, but because of size will not be installed until May



We also had to manage our way through several other challenges

Open Enrollment Conflict with Life EventsDescription

When open enrollment is active, there is the potential that another “life event” could occur during the open enrollment period. The conflicts generated will result in required manual intervention

Impact

Depending on which LE is selected as the “Gaining” life event, an HR benefits administrator must manually process the transaction. Our example was a child gain occurring after Open Enrollment was entered by employee. Result is the removal of the open enrollment selections.


Disabled all life events except Open Enrollment during the open enrollment period. Any other life events were manually processed by the HRIC.

Ultimate Resolution

Currently no acceptable work around has been defined by us or Oracle (Ref TAR # 4018057.995 for details)

Open Enrollment Conflict with Life EventsDescription

When open enrollment is active, there is the potential that another “life event” could occur during the open enrollment period. The conflicts generated will result in required manual intervention

Impact

Depending on which LE is selected as the “Gaining” life event, an HR benefits administrator must manually process the transaction. Our example was a child gain occurring after Open Enrollment was entered by employee. Result is the removal of the open enrollment selections.


Disabled all life events except Open Enrollment during the open enrollment period. Any other life events were manually processed by the HRIC.

Ultimate Resolution

Currently no acceptable work around has been defined by us or Oracle (Ref TAR # 4018057.995 for details)



Hurdles cont’d

Table Space IssueDescription

During our testing process, we initiated the Open Enrollment process (Participation Batch Process), but the job failed to process.

Impact

Not able to successfully initiate open enrollment testing because not all employees were processed.


Processed batch process by department in order to reduce the number of transactions to be processed in any particular run.

Ultimate Resolution

Increased BENX and BEND tablespace by 1GB which resolved the problem

Table Space IssueDescription

During our testing process, we initiated the Open Enrollment process (Participation Batch Process), but the job failed to process.

Impact

Not able to successfully initiate open enrollment testing because not all employees were processed.


Processed batch process by department in order to reduce the number of transactions to be processed in any particular run.

Ultimate Resolution

Increased BENX and BEND tablespace by 1GB which resolved the problem



Hurdles cont’dNegative Values Disabled During Upgrade

DescriptionDuring initial setups (2002 / 2003) consultants instructed that waive of coverages could be costed out using negative numbers. However, in 11.5.9 the ability to enter negative cost numbers for coverage.ImpactOracle recommendation was to configure a flex program that would result in a refund of unused credits. Due to time constraints and effort required we simply could not take this approach

Initial Resolution (Work Around) Oracle agreed to provide a non-standard patch that Xilinx will have to reapply at every upgradeUltimate Resolution Need to consider redesigning our configuration to map to revised Oracle functionality

Negative Values Disabled During UpgradeDescriptionDuring initial setups (2002 / 2003) consultants instructed that waive of coverages could be costed out using negative numbers. However, in 11.5.9 the ability to enter negative cost numbers for coverage.ImpactOracle recommendation was to configure a flex program that would result in a refund of unused credits. Due to time constraints and effort required we simply could not take this approach

Initial Resolution (Work Around) Oracle agreed to provide a non-standard patch that Xilinx will have to reapply at every upgradeUltimate Resolution Need to consider redesigning our configuration to map to revised Oracle functionality

Zip Code UpdatesDescriptionZip Code Network files from insurers were changing during configuration and testing of the open enrollment process. Codes would be end dated, and invalidate current selection options.

ImpactMultiple times throughout build and test cycle we had to revalidate codes with insurer to be certain that coverages were accurately reflected when employees enrolled

Initial Resolution (Work Around) Multiple iterations of loading updates and checking validation within test environmentUltimate Resolution Work with insurer to ensure that source file is accurate and attempt to minimize changes in Oct-Jan timeframe

Zip Code UpdatesDescriptionZip Code Network files from insurers were changing during configuration and testing of the open enrollment process. Codes would be end dated, and invalidate current selection options.

ImpactMultiple times throughout build and test cycle we had to revalidate codes with insurer to be certain that coverages were accurately reflected when employees enrolled

Initial Resolution (Work Around) Multiple iterations of loading updates and checking validation within test environmentUltimate Resolution Work with insurer to ensure that source file is accurate and attempt to minimize changes in Oct-Jan timeframe



Hurdles, cont’d

Employee Page LoadDescription

When initially accessing the open enrollment selection page it took too long. Employees thought system was not working properly because page would display portions of coverage, but not all.

Impact

Employees would either click multiple buttons, which generated other problems, or would call the HRIC to determine why coverage was not showing.


Communicated the need to be patient to the employees prior to starting open enrollment. Educated HRIC on issue and provided directions on next steps.

Ultimate Resolution

Get rid of end users

Employee Page LoadDescription

When initially accessing the open enrollment selection page it took too long. Employees thought system was not working properly because page would display portions of coverage, but not all.

Impact

Employees would either click multiple buttons, which generated other problems, or would call the HRIC to determine why coverage was not showing.


Communicated the need to be patient to the employees prior to starting open enrollment. Educated HRIC on issue and provided directions on next steps.

Ultimate Resolution

Get rid of end users



Additionally, there are few improvements that we would like to see

Table Column AdjustmentsDescription

Three pages (Overview, Selection, Confirmation) all display the same columns. The columns are Pretax, Post Tax, Imputed, and Total. The business user wanted the sequence of these columns changed. We were able to change on the Confirmation and Overview pages, but not Selection.

Impact

Could not display all costs in standard sequence for end users. Shifting sequences between screens would have created additional confusion, and resulted in calls to the HRIC.


Re-sequenced Confirmation and Overview pages. Removed Pretax, Post Tax, and Imputed columns from the Selection screen.

Ultimate Resolution

TAR to be opened requesting ability to change all three screens

Table Column AdjustmentsDescription

Three pages (Overview, Selection, Confirmation) all display the same columns. The columns are Pretax, Post Tax, Imputed, and Total. The business user wanted the sequence of these columns changed. We were able to change on the Confirmation and Overview pages, but not Selection.

Impact

Could not display all costs in standard sequence for end users. Shifting sequences between screens would have created additional confusion, and resulted in calls to the HRIC.


Re-sequenced Confirmation and Overview pages. Removed Pretax, Post Tax, and Imputed columns from the Selection screen.

Ultimate Resolution

TAR to be opened requesting ability to change all three screens



Enhancements, cont’d

Arbitration LanguageDescription

Xilinx is legally required to convey key legal guidelines to employees any time changes to benefits are executed. Need a way to display these legal considerations to the employee and have them “actively accepted.” Currently there is not functionality native in Oracle to provide this.

Impact

Employee is forced to complete this legal requirement outside the standard flow for enrollment


Sent email to employees prior to open enrollment instructing them to access a defined URL which contained the Arbitration Language, and were then instructed to complete enrollment. Note: this still does not provide proof of acceptance.

Ultimate Resolution

Request Oracle to build function into the enrollment (acceptance) process

Arbitration LanguageDescription

Xilinx is legally required to convey key legal guidelines to employees any time changes to benefits are executed. Need a way to display these legal considerations to the employee and have them “actively accepted.” Currently there is not functionality native in Oracle to provide this.

Impact

Employee is forced to complete this legal requirement outside the standard flow for enrollment


Sent email to employees prior to open enrollment instructing them to access a defined URL which contained the Arbitration Language, and were then instructed to complete enrollment. Note: this still does not provide proof of acceptance.

Ultimate Resolution

Request Oracle to build function into the enrollment (acceptance) process



Enhancements, cont’d

Enrollment Summary ApprovalDescription

There is no integrated / automated process to notify employees of the details of their enrollment. It is necessary to provide each employee with a summary for their review, and correction as necessary.

Impact

To utilize Oracle functionality, support staff are required to perform an extract process and rely on outside communication methods (email) to provide this information to staff.


HRIC provided an email with link to Oracle Self Service upon successful completion of enrollment. User was instructed to access the page and review their enrollment details.

Ultimate Resolution

Would like to see a workflow process that generates a summary and allows an acknowledgement that is stored in the system

Enrollment Summary ApprovalDescription

There is no integrated / automated process to notify employees of the details of their enrollment. It is necessary to provide each employee with a summary for their review, and correction as necessary.

Impact

To utilize Oracle functionality, support staff are required to perform an extract process and rely on outside communication methods (email) to provide this information to staff.


HRIC provided an email with link to Oracle Self Service upon successful completion of enrollment. User was instructed to access the page and review their enrollment details.

Ultimate Resolution

Would like to see a workflow process that generates a summary and allows an acknowledgement that is stored in the system



Despite the challenges outlined in this presentation, 2004 was a success

• 2002– Total U.S. Employees - 2038

– Full enrollment – all employees updated

– Help desk calls – N/A

– Effort was considered a failure by HR, IT, and Employees


– Employees changing selections - 889

– Help desk cases – 711 (two weeks of open enrollment)

– Effort was deemed a failure by HR, IT, and Employees


– Employees changing selections - 1001

– Help desk cases – 272 (two weeks of open enrollment)

SUCCESS!