Re-Engineering Billing and Collections
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Re-Engineering Billing and Collections in an Oracle / Object-Oriented World. - Oracle Applications User Group Conference - Orlando, Florida April 1996. Gregory T. Robleski Director, Program Mgmt - Billing Bell Atlantic Network Services, Inc. Topics.

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Re-Engineering Billing and Collectionsin an Oracle / Object-Oriented World

- Oracle Applications User Group Conference -

Orlando, Florida

April 1996

Gregory T. Robleski

Director, Program Mgmt - Billing

Bell Atlantic Network Services, Inc.


Topics

o The Management and Systems Challenge

o Application Development Using an Object Approach

o Overcoming Resistance to the Object World

o Checkpoint and Lessons Learned


The Management and Systems Challenge: The Factors

o Bell Atlantic is one of the seven Regional Bell Operating

Companies (RBOC’s).

- Serves 7 states (DC, DE, MD, NJ, PA, VA and WV)

- 14 million customers

- $15 billion in revenue

- 75,000 employees

o But Bell Atlantic is not one company.

o Bell Atlantic is a RBOC.

How to Effect and Control Massive Business Process and Information Systems Change.


Bell Atlantic Current Billing / Customer Contact High-Level Flows

PA NJ

PA /NJ

INVOICES

REVENUE

ACCOUNTING

PA NETW

PA DOE

SEF

CAF

Calculate

Invoice

Generation

BOSS

CSR 3270

PA DOE

PA DOE

PA DOE

PA SOP

SSNS

Customer Data Bases

NJ NETW

PA DOE

NJ DOE

MISOS

EDIT RATE

PANJ Toll

RAMA

SSNS

CSR 3270

PA DOE

ATT/MCI

IBS

BAUI

CORP

INVO

ECDB

CP Toll

ATT/MCI

C&P

CP NETW

SOACS

EDIT RATE

MAST ACCT

Calculation

Invoice

Generation

BOSS

SSNS

CSR 3270

PA DOE

Customer Data Bases

INVOICES

REVENUE

ACCOUNTING


The Management and Systems Challenge: The Objective Flows

o One regional-oriented company:

- One workforce;

- One management infrastructure.

o Obliterate the legacy systems (information, management, personnel

etc.) and mindset.

o Turn the battleship in four years, or less!

The Demands of the Marketplace Must Drive the Technology and the Business Processes!


Bell Atlantic New Billing / Customer Contact Architecture Flows

Invoice

Preparation

Media

Distribution

Outbound

interfaces

Customer Contact

Service Order Processing

Invoice Processing

3rd Parties

IBS

SEFS

ACCTS

MASTERFILE

SOACS

MISOS

DOE

SOP

NETW

Account

Receivable

Reports

Financial

Databases

Collection

Credit

Manager

PA/NJ

Billing

BATCH

SOE

C/P

Billing

EXPRESS

DATA BASE

SSNS

BOSS

Replacement

Pricing

Manager

Invoice

Media

Production

Service

Express

Input

Manager

Network

Systems

Pre-Processor

Rate & Pricing

Service

Delivery

3rd Parties

Networks

Toll


The Management and Systems Challenge: The Solution Flows

o For many industries / organizations, change has become a way of

life.

o For many industries / organizations, technology has become the

business.

o The pace of business and technology change is quickly becoming

the responsibility of the CEO and Board.

o Only organizations which merge a business perspective with a

technology culture can successfully manage massive, technology-

powered change.

The Promise of Object-Oriented Analysis, Design & Development!


Application Development Using an Object Approach Flows

o The demands of the marketplace required an aggressive solution.

o But little experience with Objects.

o A somewhat different paradigm is needed:

- Central oversight and issue management.

- Project status reporting and metrics.

- Top-to-bottom client involvement.

- External constituencies.

- Bifurcating of the IS Organization.

The Program Office Is the Mechanism to Manage Development and Change!


Office Structure / Organization Flows

Billing Steering Committee

Connor, Gordon, McDermott, Stallard, Szygenda, Wolfe

o BPE - Bennett o Pub / OS - Bautz

o SBS - Eisenhart o Dir - Moore

o IS - Naderkhani, o Network - Guerard

o FO - Sherman o Consumer - Sutter

o Carrier - Swan o LBS - Van Tuyle

o Fed - France o OCS - Sprehe

Business

Advisors

Process Owner - Billing

McDermott

Express Release 1 Program Office

Process Management

Overall Express Program Manager, Robleski

Client Project Managers: LOB Implementation Mgrs:IS Release Mgmt, Daniels

o Requirements Management - TBD o Release Management - Sieber

o User Testing / Customer/ Data Cleanup - o Systems Engineering - Harvey

Deering o Release 1.2 Mgmt - DiBella

o Input manager/Client - Needhammer o Release 1.5 Mgmt - Szuba

o Communications - Whelan o Conversion - TBD

o Issues Logging / Schedules - Muscaro

o Bill Inquiry Methods / BOSS - Young

o User Training - Zemke

o Regulatory - Grover

o Process Compliance - Gillette

o Bill Formats & Methods - Lardy

o A / R Replacement - Weiss

o Admin / Lotus Notes - Owens

o Financial Analysis / Process Costs -

Twillman

o Billing Planning - Gupta

o Payment Processing - Moore

o Change Mgmt - Artz

o Metrics - Hardy

o Administration - Flowers

o Pub / OS - Bautz

o Fin Ops - Derderian

o LBS - DiLella

o Consumer - Sanders

o SBS - Talbert

o Carrier - Toothman

o Directory - Weaver

o Network - Needhammer

o Federal - Stevenson

o Toll - Meyerson

o OCS - Quirk

IS Project Managers

Release Support:

o Printers/Inserters - Cole, Henry o Workstations/Servers - Riley

o Print Center Construction - Cole o Bill Quality Ctr - Felter, Hart

o Data - Swift o Operations Interfaces - Felter, Hart

o Collection Ctr Methods - Haderer o Production Mgmt - Collazo

o Integration Testing - Dunigan o Product Catalog - Olson

Software Development:

o DiGiovanni

o Ferri

o Henry

o Dragoni

o Fremont


Overcoming Resistance Flows

o Nothing is easy!

o Not a replacement for understanding the business and the clients.

o Not a solution to all problems.

o Most resistance is found in the technology organization(s)!

o Selection of Legacy to Object migration path is critical.

o Inability to monitor development and project status.

Be Prepared! The Road to Objects Is Bumpy!


Checkpoint and Lessons Learned Flows

o expressTrak has been a success!

- New invoice introduced.

- Cost savings beginning to be realized.

- EDI and INTERNET payment trials proceeding.

- Staff being re-deployed.

o Objects do offer advantages:

- Productivity gains.

- Easy to explain to clients / business people.


Checkpoint and Lessons Learned Flows

o Objects cause management problems:

- Time lines are iterative and meaningless.

- Staffing / Hiring costs skyrocket.

- Project estimation and management become significantly

harder.

- Impossible to pursue without a heavy client commitment /

involvement (i.e., The Program Office).

The Object Wave is Coming!

You Can Either Ride It, or Be Swept Away!


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