WASHINGTON STATE

DEPARTMENT OF RETIREMENT SYSTEMS

Chris Lamb
Chief Information Officer
Pacific NW Digital Government Conference
October 9, 2014
People & Process
DRS Background/Statistics
Administrator for:
More than 685,000 current, past and retired employees from:
Serve more than 1,310 employers
15 public pension plans across 8 pension systems (3 tiers including defined benefit and
hybrid plans)
State and Local Government
Old Age Survivor Insurance Program (OASI)
Education (K-12, higher education and school employees)
Law Enforcement, Firefighters and Public Safety Officers
Judicial Agencies
Collect about $2.3B/year in contributions (employer and member)
Pay about $3.8B/year in benefits
Deferred Compensation Program (a supplemental 457 savings plan)
Organizational Drivers
Customer Satisfaction/Team Satisfaction
1990s
2000s
2008
Very Top-Down; Extreme Operational/Metric focus (Customer Service)
More focus on employees; Not much accomplished operationally; Meet the
Minimum (Team Happiness)
Balance between the two
Guiding Team/Team Interviews
Ideascale
Customer Satisfaction Case Studies
Customer Interviews
Organizational Drivers
Supportive & Engaged Leadership Model
Inverted Pyramid
Organizational Drivers
Supportive & Engaged Leadership Model
Inverted Pyramid
Less Focus on Technical Knowledge for Leaders
More Focus on Coaching and Mentoring
Push Decisions Down, as Close to the Customer as Possible
Pilots
Organizational Drivers
Organizational Awareness/Operational Transparency
Fundamentals Map
Organizational Drivers
Organizational Awareness/Operational Transparency
Fundamentals Map
Organizational Drivers
Organizational Awareness/Operational Transparency
Fundamentals Map
Organizational Drivers
Organizational Awareness/Operational Transparency
Fundamentals Map
Quarterly Target Reviews
Organizational Drivers
Operational Efficiency
Lean/Six Sigma
Primary Constraint:
Legacy IT Systems
Agile
Business Process Management (BPM)
Operational
Business
Processes
Design
Enact
Analyze
Control
Methods
Tools
Technology
B
P
M
This technology component, which
automates and efficiently enables
the tools and methods, typically
comes packaged in a Business
Process Management Suite
(BPMS).
BPM is a set of methods, tools
and technology used together to
design, enact, analyze and control
operational business processes
Functional Goals of BPM
Process Effectiveness
BPM is designed to maximize the effectiveness of business processes by:
Identifying constraints in the process
Choosing optimal process paths
Providing decision and control mechanisms for monitoring, analyzing and adapting
processes
Process Transparency
BPM provides complete visibility of business processes through its modeling and
monitoring capabilities
Process Agility
BPM directly enables change, both in streamlining existing processes and creating new
ones
Functional Components of BPM
Measurement
Real-time process visibility
Portals
Integrated views of the work environment
Modeling
Graphical representation of business and system processes and
human workflow
Metadata
Reference library of IT and process assets
Simulation
What-if studies of a process model
Analysis
Graphical and statistical studies of process performance
Integration
Connectivity of people, information, services, systems and processes
Execution
Orchestration of processes in real time
Typical Legacy Model
DEFINE DATA
LOCAL
**
01 #VAR (N8.0)
01 #IDX (P2.0)
**
END-DEFINE
**
RESET
DEFINE DATA
LOCAL
**
01 #VAR (N8.0)
01 #IDX (P2.0)
**
END-DEFINE
**
RESET
Program 1 Program 2
BPM/BPMS Model
BPMS
Integration Layer
Web
App
M/F
Pgm
SQL
Twitter
Rules
Engine
BPM/BPMS Model
BPMS
Integration Layer
Web
App
Web
App
SQL
Twitter
Rules
Engine
BPM/BPMS Model
BPMS
Integration Layer
Web
App
Web
App
SQL
Facebook
Rules
Engine
BPM/BPMS Model
BPMS
Integration Layer
Web
App
Web
App
SQL
Facebook
Rules
Engine
SAP
Analytics Simulation Portals
Goals:
Effectiveness
Transparency
Agility
Components:
Measurement
Portals
Models
Metadata
Simulation
Analysis
Integration
Execution
Customer Satisfaction/Team Satisfaction
Effective Processes increase satisfaction.
Transparency empowers teams. They know more about the
enterprise as a whole, not just their piece of it.
Agility improves time to market. Faster delivery of new services.
Measurement allows real-time visibility into the system, allowing
team members to make quicker, data-informed decisions.
Portals provide more complete, holistic information for both
customers and the teams that serve them.
Models provide an easier understanding of how the system
operates (less tech-speak).
Analysis provides insight into processes, allowing teams to make
informed decisions, especially in real-time
Goals:
Effectiveness
Transparency
Agility
Components:
Measurement
Portals
Models
Metadata
Simulation
Analysis
Integration
Execution
Supportive & Engaged Leadership Model
Transparency empowers teams. They are better equipped to
understand the business and the systems, which in turn better
equips them to make decisions in the moment.
Measurement provides the data needed to make decisions in the
moment.
Portals give more complete, holistic views of how the business is
operating.
Simulation allows teams to try new business processes with little
to no IT involvement.
Goals:
Effectiveness
Transparency
Agility
Components:
Measurement
Portals
Models
Metadata
Simulation
Analysis
Integration
Execution
Organizational Awareness/Operational
Transparency
Transparency empowers teams to understand more about their
business, the systems and entire processes end-to-end. They
understand their role in a process and the impact their actions
have.
Measurement offers real-time data giving in-depth operational
information on how processes are operating within the
organization.
Analysis provides trending and performance metrics. Teams can
establish their own personalized dashboards to monitor the
business in their own way.
Goals:
Effectiveness
Transparency
Agility
Components:
Measurement
Portals
Models
Metadata
Simulation
Analysis
Integration
Execution
Organizational Efficiency
Effectiveness: BPM/BPMS is designed to foster the most
effective processes possible.
Transparency: Everything can be seen and measured.
Measurement: What gets measured gets managed.
Agility: Faster development times.
Portals: More quality information provided at once.
Metadata: Reduced duplicative process and IT assets.
Simulation: Try it before you buy.
Analysis: Trending, metrics and a multitude of methods to gain
insights into the business.
Integration: Now you can choose the right tool for the right job.
Execution: Intelligent workload and optimal path processing.
WASHINGTON STATE
DEPARTMENT OF RETIREMENT SYSTEMS
Chris Lamb
Chief Information Officer
Pacific NW Digital Government Conference
October 9, 2014
People & Process