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State of Michigan Remote Initial Claims Center (RICC) Initiative Jill E. Richards, PMP

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

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  1. State of Michigan Remote Initial Claims Center (RICC) Initiative Jill E. Richards, PMP RICC Initiative Program Manager

  2. Key Discussion Points • RICC Initiative Objective • Projected Benefits • History and Background • Current Status • Keys to Success • Lessons Learned

  3. 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

  4. 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

  5. History and Background • Original planning sessions • Original technology decisions and requirements definition • Enhanced technology decisions • Business Process Re-engineering • Education and Training

  6. Current Status • TFC Milestones • IFC Milestones • EFC Milestones • AWD Milestones • Backend Integration

  7. 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

  8. Sponsor Support • Identify Sponsor • Clarify Decision Making Authority • Clearly Define Sponsor Role • Communicate Role to Team

  9. Organizational Structure • Establishment of RICC PMO • Establishment of RICC Organization and Teams • Establishment of RICC Executive Management Team

  10. Communication Plan • Executive Management • PMO • Core Team • Extended Team • Sponsor • RIC Centers • Public

  11. Risk Management • Risk Management Plan • Risk Identification • Risk Quantification / Qualification • Risk Response Plan

  12. Control Mechanisms • Schedule Control • Budget Control • Scope Control • Issue Resolution Process • Assessing Dependencies

  13. Management By Milestones • Establish Key Milestones • Structured and Thorough Planning • Communicate Milestones • Manage and Track Status

  14. Other Miscellaneous Tips • Ask tough questions • Second guessing yourself and others • Ask what ‘Done’ means • Clarify expectations • Be Honest, and do the right thing

  15. Lessons Learned • Vendor Management • Stakeholder Management • Budget control • Schedule control • Communication

  16. Questions? Thank-You! Jill E. Richards, PMP President, Inovacent Solutions, LLC

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