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

State of MichiganRemote Initial Claims Center (RICC) Initiative

Jill E. Richards, PMPRICC Initiative Program Manager

Key Discussion Points

• RICC Initiative Objective• Projected Benefits• History and Background• Current Status• Keys to Success• Lessons Learned

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• 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

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

Current Status

• TFC Milestones• IFC Milestones• EFC Milestones• AWD Milestones• Backend Integration

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

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

Organizational Structure

• Establishment of RICC PMO• Establishment of RICC Organization and

Teams• Establishment of RICC Executive

Management Team

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

Risk Management

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

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

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

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

• Vendor Management• Stakeholder Management• Budget control• Schedule control• Communication

Questions?

Thank-You!Jill E. Richards, PMPPresident, Inovacent Solutions, LLC