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State of Michigan Remote Initial Claims Center (RICC) Initiative Jill E. Richards, PMP RICC Initiative Program Manager. Key Discussion Points. RICC Initiative Objective Projected Benefits History and Background Current Status Keys to Success Lessons Learned. RICC Initiative Objective.

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State of Michigan

Remote Initial Claims Center (RICC) Initiative

Jill E. Richards, PMP

RICC Initiative Program Manager


Key discussion points
Key Discussion Points

  • RICC Initiative Objective

  • Projected Benefits

  • History and Background

  • Current Status

  • Keys to Success

  • Lessons Learned


Ricc initiative objective
RICC Initiative Objective

  • Telephone Filed Claims (TFC):

    • Claimant filing of unemployment claims via telephone

    • Establishment of 3 new Call Centers

  • Internet Filed Claims (IFC):

    • Claimant filing of unemployment claims via internet

  • Employer Filed Claims (EFC):

    • Electronic submissions of unemployment claims from Michigan’s largest employers

  • Automated Work Distribution (AWD):

    • Implementation of Imaging, Scanning, and Workflow processes in the RICC Call Centers


Projected benefits
Projected Benefits

  • Improvement in claimant satisfaction

  • Improvement in employee morale through training and enhanced job responsibilities

  • Cost reduction through reduction of staff, streamlined processes, and technology enhancements


History and background
History and Background

  • Original planning sessions

  • Original technology decisions and requirements definition

  • Enhanced technology decisions

  • Business Process Re-engineering

  • Education and Training


Current status
Current Status

  • TFC Milestones

  • IFC Milestones

  • EFC Milestones

  • AWD Milestones

  • Backend Integration


Keys to success
Keys to Success

  • Strong Sponsor Support

  • Organizational Structure

  • Well Established Communication Plan

  • Risk Management

  • Stakeholder Expectation Management

  • Control Mechanisms

  • Management by Milestones

  • Other Miscellaneous Tips


Sponsor support
Sponsor Support

  • Identify Sponsor

  • Clarify Decision Making Authority

  • Clearly Define Sponsor Role

  • Communicate Role to Team


Organizational structure
Organizational Structure

  • Establishment of RICC PMO

  • Establishment of RICC Organization and Teams

  • Establishment of RICC Executive Management Team


Communication plan
Communication Plan

  • Executive Management

  • PMO

  • Core Team

  • Extended Team

  • Sponsor

  • RIC Centers

  • Public


Risk management
Risk Management

  • Risk Management Plan

    • Risk Identification

    • Risk Quantification / Qualification

    • Risk Response Plan


Control mechanisms
Control Mechanisms

  • Schedule Control

  • Budget Control

  • Scope Control

  • Issue Resolution Process

  • Assessing Dependencies


Management by milestones
Management By Milestones

  • Establish Key Milestones

  • Structured and Thorough Planning

  • Communicate Milestones

  • Manage and Track Status


Other miscellaneous tips
Other Miscellaneous Tips

  • Ask tough questions

  • Second guessing yourself and others

  • Ask what ‘Done’ means

  • Clarify expectations

  • Be Honest, and do the right thing


Lessons learned
Lessons Learned

  • Vendor Management

  • Stakeholder Management

  • Budget control

  • Schedule control

  • Communication


Questions
Questions?

Thank-You!

Jill E. Richards, PMP

President, Inovacent Solutions, LLC


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