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DeloitteDigitalTransformation1 Copyright 2018 Deloitte Development LLC. All rights reserved.
Salesforce Practice OverviewThe analysts all agree, we have unmatched global delivery capabilities in Salesforce.1000 800 sforceSalesforceimplementationsFullForceCSAT- #1- sSatisfactionSatisfactionWe’ve been agloballySalesforce Global Strategic Alliance partner for over 10 years, earning consistently high client satisfaction ratingsand repeat business.5200 5200 consultantsworldwideconsultants worldwideunderstand the disruption and speed of change affecting today’s regulatory agencies.With our knowledge, we bring solutions to sort through the complexity of currentenvironment and provide tangible benefits for agencies, citizens, and businesses.Gartner leader in CRM and CXImplementation Service ProvidersMagic Quadrant 2012, 2013, 2014,2015, 2016, 2017 – 6 years running !EXPERTISEForrester names Deloitte THEleader in Business TransformationConsulting - 2017Forrester leader in SalesforceImplementation – Q3, 2017IDC worldwide leader in SalesforceImplementation Services – Q3, 2017Gartner Magic Quadrant for CRM andCustomer Experience Implementation ServiceProviders Worldwide, January 20182 Copyright 2018 Deloitte Development LLC. All rights reserved.Forrester Wave names Deloitte the Leaderin Business Transformation ConsultingQ3 2017SOLUTIONACCELERATORSDeloitte Digital has over 10,000 Public Sector practitioners serving in 45 states. WeGLOBAL PRESENCEWe’ve been a Salesforce Global Strategic Alliance partner for over 10 years, earning consistently high client satisfaction ratings and repeat business.DELOITTE DIGITALFOOTPRINT48299000 Studios Countries Global Deloitte(Incl.Headcount,Vancouver,5200 SalesforceToronto,focusedMontreal)DELOITTE GLOBALFOOTPRINT150 240K CountriesGlobalHeadcountStudent Connect Citizen Connect Business ConnectHealth ConnectDigital BankFor Insurance Sales
Measuring Success in Digital TransformationII you want an agile digital capability – than we need to change more than technology.Enabling Technology Requirements forDigital Success Can you use a common platform for allOrganization Culture andChange Managementregulatory functions? Are your agencies collaborative?Are adjacent application integration needs Do you share common processes today?understood (GIS, third-party testers etc.)? How quickly can you perform upgrades? Speed of Innovation Can you easily accommodate new regulatorychanges or new license/permit types? Is your current architecture able to supportcitizen expectations for online capabilities? Is your date model and data quality alignedwith operational goals?3 Copyright 2018 Deloitte Development LLC. All rights reserved.Is the organization model aligned on the samegoals?Do you have IT skills in house?What needs to be done to transitionconstituents from a legacy process to newdigital tools?
ColoradoT H E I N N O VAT I O NJOURNEY4 Copyright 2018 Deloitte Development LLC. All rights reserved.
AGENDA Insights to Vision Highlight of Sample Projects Cloud Transformation – Inclusive of Multi-Cloud Environments – AWS & Salesforce5 Copyright 2018 Deloitte Development LLC. All rights reserved.
Transformational PlatformInsights & VisionWe implemented a variety of projects in Coloradocontinuing to expand the Salesforce platform usage6 Copyright 2018 Deloitte Development LLC. All rights reserved.
VISION SESSION WITH THE STATE TO “REIMAGINE GOVERNMENT”2020 iversal ApplicationAgile DevelopmentBig DataDelphix Implementation2020 VisionMobile AppCRM IntegrationIRISMigration to CloudTransition LabsElectronic NotificationsTesting OptimizationInteroperabilityEDMSShared Eligibility SystemModernizedCorrespondences7 Copyright 2018 Deloitte Development LLC. All rights reserved.Platform Consolidation &Service Virtualization
WHAT PROJECTS ARE GOOD CANDIDATES FOR SALESFORCE?Business Needs that Colorado Looked AtCase/Incident Management Routing & approvalsAdjudicationDocument managementeLicensingInformation sharing andcollaborationTask and Activity Tracking Task and activity managementSchedulingForms and application submissionEvent monitoring8 Copyright 2018 Deloitte Development LLC. All rights reserved.Workflow Processes Call CentersWorkflow actionsAuto assignmentMonitoring & escalationTasks and activity generationLifecycle managementProcess Automation Auto email generation andoutreach Task notification Auto routing Auto assignment and responseData Intake Data entry via forms, web or email Data verification and analysis Document and contentmanagement Citizen Self-ServiceAudit & Reporting Record managementData visualization and analyticsReporting and dashboardsVisibility and transparencyCompliance monitoring
Building Off Our Success.Colorado CBMS Project – PEAK ApplicationIncreased applications that are “notouch” to 75-80% for Medicaid,reducing excessive manual processingPLACEHOLDERGrew from screening of 3 programs in2009 now to 13Increased to collecting 9 programapplications onlineJune 2018 Statistics1,700,039 Applications1,589,721 Change Reports472,731 Logins11,458 Documents UploadedTotal applications submittedsince 2/23/2011Total change reports submittedsince 2/23/2011106,532 of these logins weredistinct in the month of June9,933 from website and 1,525 from themobile application9 Copyright 2018 Deloitte Development LLC. All rights reserved.
SELF-SERVICE APPLICATION ALLOWING COLORADANS TO APPLY FOR ASSIST ANCE ONLINEUniversal ApplicationUniversal Application allows users to apply for multiple AssistancePrograms through an online portal and manage their ongoing benefits. The application has features to route application information to multipleagencies Allows recipients to manage their ongoing benefits, submit life changeevents, and re-determine eligibility. Highlights Fully Cloud-based (SFDC Platform) Friendlier user experience with UX 2014 design standards Aligns with the State’s overall vision of migrating systems to cloud based solutionsto save on ongoing hardware and licensing maintenance costs Real time determinations were enabled by Identify Resolution Information System(IRIS) supported by Apache SOLR technology10 Copyright 2018 Deloitte Development LLC. All rights reserved.
MOBILE APPLICATION TO EXTEND GOVERNMENT INTERACTION CHANNELSImproving AccessMOBILE24/7 ACCESSUser ExperienceColorado Medicaid members are the first Medicaidmembers to enjoy an elegant mobile experience thathelps them manage their account, maintain eligibility, andmake healthier decisions. Finding a provider is a now easy– and carrying an electronic medical ID card on a deviceensures they’ll always have it handy. The result? Moreknowledgeable and empowered members, fewercustomer support center calls, and reduced papersubmissions.11 Copyright 2018 Deloitte Development LLC. All rights reserved.
ALLOWS CITIZENS TO OPT IN TO ONLINE NOTIFICATIONS & VIEW CORRESP ONDENCES ONLINEElectronic NotificationsHighlights Built using SFDC Platform Display correspondence within the PEAK website Allow Colorado users to receive email and text notifications when correspondenceis available on PEAK The Email Blast Communication project allows certain CBMS users to send masstext and email messages to Colorado benefit recipients who enroll in theseservices.12 Copyright 2018 Deloitte Development LLC. All rights reserved.Text messagesMobile Mail Center(Part of the PEAKMobile App Project)
USING CALL CENTER TECHNOLOGY TO BENEFIT THE WORKERSCRM IntegrationModernization DriversSOLUTIONImproved Customer Service forMedicaid applicants and clients Integrated Knowledge BaseIntegrated Collaboration ToolsStandardized call flowsExtensive Analytics and call metricsImproved satisfaction withcustomer service for Medicaidapplicants and clients Faster service with consolidated patientprofileSeamless integration with social mediaDecreased hold durations, callvolume per Representative, andcall abandonment rates Automated workflows through IVRAutomatic transfers to outsideagencies per pre-defined rules Single-pane view for all issue trackingand client informationAbility to track and work on multiplecases/calls simultaneouslyEfficient problem resolution Need for effective screeningmechanisms13 Copyright 2018 Deloitte Development LLC. All rights reserved. Automated GPS location trackingAutomated unique Voice SignaturetrackingBuilt-in and highly configurable callflows using visual workflow tools
KEY CHALLENGES TO BE ADDRESSEDLessons LearnedConfiguration ManagementStrict source control and automatic builds help a distributed teameasily management configuration management practicesGovernor LimitsWhen designing a solution, practical governor limits should be carefullyconsidered (e.g. database objects, API calls, custom labels etc.)Right LicensesSalesforce has multiple types of licenses and products – choosingthe right license type and product is the keyArchitectureDevelopment should adhere to the architecture with reviews in place sothat the current architecture is not bypassed unless absolutely neededThe Right PartnerA relationship with the right partner can help the organizationnavigate a maze of important initial choices, eliminate some keyhurdles, and get started on the right footStandardizationLeverage the platform functionality where possible to deliver maximumbusiness value to stakeholders (reports, dashboards , workflows, etc.)Training and AdoptionAdopting a new system with the depth and power of Salesforceusually represents a significant level of organizational change,requiring some careful “change management” planningData GrowthStorage is robust, yet limitations of salesforce database should beconsidered when converting existing databases or syncing of data withSalesforce. Storage costs might need to be considered depending on thenature or number of existing records and potential record growthSet Realistic GoalsTo get the most from your investment, it’s important to roll outfunctionality early and often. Start with small goals that trackagainst your overall vision14 Copyright 2018 Deloitte Development LLC. All rights reserved.Version ControlMonitor Salesforce version release changes and run regression testingevery time a release is deployed to a new org
ProjectsWe implemented a variety of projects in Coloradocontinuing to expand the Salesforce platform usage15 Copyright 2018 Deloitte Development LLC. All rights reserved.
PEAK Citizen PortalProjectHuman & Health ServicesEligibility Citizen PortalIssueNeed to reduce excessive manualprocesses of data entry for workers.Lack of outreach and accessibility topublic service benefits for citizens.SolutionOur Role/Approach Converted web-based portal fromJava based solution to force.comsolution Designed using UX-2014 designprinciples for more friendly userexperienceImpact Spotlight: SFDC Platform (Force) Designed UX and converted to SFDC A Citizen Portal - Tightly integratedForce.com web-based portal that sports 5key features: Allowed citizens to (1) check for eligibility and (2) submitan application 16 Copyright 2018 Deloitte Development LLC. All rights reserved. Eligibility Pre-Screening for welfareeligibility Online Dynamic Application to collectdata and pass to eligibility system Account Dashboard to present statusof cases and real time benefitsOnline Change Reporting to reportchanges to casesReports to display monthly/cumulativeusageWeb-based self-service portalDynamic and secure onlineapplication for clients andproviders Over 1,700,000 applicationssubmitted 106,532 unique visitors permonth
Call Center ProjectIssueMedicaid Call Center (VirtualNeed for state-wide call centerenvironment integrating both Stateand Federal Medicaid claims.Voice & Data System) with CaseOur Role/Approach Proven SFDC/Five9 deploymentsacross US Systems Integrator with workingpolicy and system knowledgeManagementSolutionImpact Spotlight: :Service Cloud & Five9 IntegrationA CloudMix Solution - Salesforce ServiceCloud for CRM and Angel Cloud forInteractive Voice Response (IVR) withinnovative features like: 1st 100% cloud-based call center to integrate State andFederal Medicaid claims information 17 Copyright 2018 Deloitte Development LLC. All rights reserved.Smart call routing, live call qualitymonitoring and voice biometrics touniquely identify callersExtensive analytics (call reports,application performance reports)Application submission (internal andoutsourced) and case managementFirst 100% cloud-based, callcenter integrating both State andFederal claims information into asingle, 360 degree view. Reducedbackload and elapsed time tocase closure.
Claims Adjudication ProjectIssueAutomated AdjudicationTracking, Workflow Management,Need for better management andreporting of escalatedunemployment insurance claimsrequiring adjudication.Our Role/Approach Assisted with design, developmentand implementation usingSaleforce.com technologiesand Reporting System forUnemployment InsuranceSolutionImpact Spotlight: Designed, developed and implemented in 6 months Consolidation of multiple data sources for USDOLAdjudication Tracking System Salesforce.com implementation for themanagement of escalatedunemployment insurance claims andreporting: reporting 18 Copyright 2018 Deloitte Development LLC. All rights reserved.Automated Issue Escalation, Routingand AssignmentPerformance dashboards for users &leadershipDashboard Reporting for TWINS andUSDOLOnline collaboration between UIAdjudicators Automated Case Creation andManagementImproved issues consolidation forUI claims resolution
Legislative Tracking SystemIssueAutomated Tracking andManagement of LegislativeNeed to automate and tracklegislative analysis and findings forall legislative drafts, bills andamendments.Analysis and FindingsSolutionOur Role/Approach Built a collaborative, workflow basedprocess for managing responses tobills Replaced legacy tools with currenttechnologyImpact Spotlight: :SFDC Platform (Force)A Cross-Departmental Tracking System –A Salesforce.com solution for themanagement of legislation, with thefollowing features: Designed, developed and implemented SFDC Consolidation of multiple data sources for USDOLreporting19 Copyright 2018 Deloitte Development LLC. All rights reserved. Department-specific ‘Bill Analysis’ casecreation and analyst assignmentAutomatic Legislative Draft Bill andAmendments updatesCase Management and AnalysisReporting for each Draft Bill Gained efficiencies by automatingmanual steps in the currentprocessNear real-time access andautomatic updates to alldepartmental analystsforms/reports
Integrated EligibilitySystemStreamlined, interoperable systemPredictable cost modelModular and reusableImplementing an re-useable Case Management platform that can beextended to other programs, using SFDC’s collaboration and extendedfunctionality. Providing sophisticated UX/UI design taking advantage ofenhanced workflow and UI capabilities. Re-use existing investments inMulesoft, and provide a data synchronization solution that allows forbackend services to remain in place, minimizing implementation risk.20 Copyright 2018 Deloitte Development LLC. All rights reserved.
INTEGRATED ELIGIBILITYTransformation Timeline of EventsSummer2017Initiate SalesforceSpark ProcessFall2017RFPResponseSpark Processgeneratesopportunities to beincluded in RFPInitial Roadmapprovided to StateWinter2017Pre-Initiation PhaseBeginsAfter contractaward, StateRoadmap created21 Copyright 2018 Deloitte Development LLC. All rights reserved.Funding SecuredPre-InitiationPhase starts toset up projectSummer2018Project kickoffPhase 0AWS Go LiveRequested fundingapproved beginsresource staffingPhase 1 SalesforceApp Intake Go LiveSpring2018Phase 2 CompleteSalesforce Go LivePhased Go LiveApproach
Demonstration ofApplication IntakeThis publication contains general information only, and none of the memberfirms of Deloitte Touche Tohmatsu Limited, its member firms, or their relatedentities (collective, the “Deloitte Network”) is, by means of this publication,rendering professional advice or services. Before making any decision or takingany action that may affect your business, you should consult a qualifiedprofessional adviser. No entity in the Deloitte Network shall be responsible forany loss whatsoever sustained by any person who relies on this publication.As used in this document, “Deloitte” means Deloitte Consulting LLP, a subsidiaryof Deloitte LLP. Please see www.deloitte.com/us/about for a detailed descriptionof the legal structure of Deloitte USA LLP, Deloitte LLP and their respectivesubsidiaries. Certain services may not be available to attest clients underthe rules and regulations of public accounting.Copyright 2018 Deloitte Development LLC.All rights reserved. Member of Deloitte Touche Tohmatsu Limited
This publication contains general information only, and none of the memberfirms of Deloitte Touche Tohmatsu Limited, its member firms, or their relatedentities (collective, the “Deloitte Network”) is, by means of this publication,rendering professional advice or services. Before making any decision or takingany action that may affect your business, you should consult a qualifiedprofessional adviser. No entity in the Deloitte Network shall be responsible forany loss whatsoever sustained by any person who relies on this publication.As used in this document, “Deloitte” means Deloitte Consulting LLP, a subsidiaryof Deloitte LLP. Please see www.deloitte.com/us/about for a detailed descriptionof the legal structure of Deloitte USA LLP, Deloitte LLP and their respectivesubsidiaries. Certain services may not be available to attest clients underthe rules and regulations of public accounting.Copyright 2018 Deloitte Development LLC.All rights reserved. Member of Deloitte Touche Tohmatsu Limited
DelawareTHE FOCUS JOURNEY24 Copyright 2018 Deloitte Development LLC. All rights reserved.
Delaware Case StudyDE For Our Children’s Ultimate Success (FOCUS) Journey25 Copyright 2018 Deloitte Development LLC. All rights reserved.
Foster CareDE Challenges and SolutionDelaware FOCUS is a case management system that integrated 4 divisions (Division ofFamily Services, Division of Youth Rehabilitative Services, Division of ManagementSupport Services, and Division of Preventative Behavioral Health Services) within oneenterprise-wide solution.The goal of FOCUS was to provide high-quality care for children and youth in ways thatlead to improvements in their functioning and in the functioning of their families. Theintegrated children services solution will support services that are child centered,individualized, family focused, strength and community based, culturally respectful,appropriate in type and duration, and seamless within and across organizations.Case Mgmt.Aging InfrastructurePoor Data QualityObsolete, manual and inconsistent reportingAging Legacy Systems Technology26 Copyright 2018 Deloitte Development LLC. All rights ChildWelfareSolutionReportingBusiness/ IT Pain points:High Cost of OwnershipJuvenile JusticeIntakeAdministrationAssessment &Case PlanningFinanceEligibilityProvider Mgmt.EducationProven Delivery State of DelawareSolution delivered on a dedicatedSalesforce government cloud, alignedwith FedRamp, has set the platformfor State of Delaware to achieve afully-integrated Case ManagementSystem in 20 monthsState of LouisianaModularity of Salesforce Lightningsolution components allowed forselective implementation of Intakeand Investigation modules for theState of Louisiana
The Salesforce.com Platform addresse
principles for more friendly user experience. Issue. Need to reduce excessive manual processes of data entry for workers. Lack of outreach and accessibility to public service benefits for citizens. Solution Impact. . Web-based self-service portal . . Dynamic and secure online application for
