Page 29 - One Green Leaf Design

FASTER
WE’RE ALREADY WELL UNDERWAY
Over the past 6-12 months we’ve rolled out a number of key initiatives that enable us to deliver faster services.
We’ve continuously improved Acurity. We’ve developed and successfully implemented a work flow solution (Aramis). And our administration services team has progressed with a range of process improvements and refinements.
So right now, we’re excited to say that we’re in a position to propose tighter SLAs in the delivery of services to Energy Super.
THE GOAL 2018 +
the getting
faster roadmap
PROPOSED SLAs - FEB SEP - 2017
SELECTED CHANGES - 2013 ORIGINAL SLAS - 2011
FROM...
program overview - faster
TO...
energy super + ifaa 7
44 SLAs down to 42 (excludes 5 insurance specific SLAs) 12 SLAs remain unchanged – typically they are ‘as per business rule’ SLAs 30 SLAs tightened up – targets now at 100% in reduced days Proposed SLAs independently veri ed by SuperRatings as consistent with industry best practice While there are outlier SLA’s, typically these are one o s. The industry median is tightly clustered
Full list of existing and proposed SLAs at Appendix 1.
6 energy super + ifaa
WE’RE GAINING MOMENTUM
ONE PLATFORM, MANY I
We’re proud to say we’re one of the only administrators in Australia operating on a single platform, which allows us to focus on delivering ongoing system uplift.
illustrative ifaa acurity enhancements
The quicker we can make things for ourselves, Energy Super and its members, the better off everyone will be. We’re dedicated to becoming even faster in 3 key ways – by accelerating Acurity,
by deploying technology and by driving higher performance.
admin services - cia
We have a strong track record of delivering improvement Tra in functionality within Acurity in collaboration with Energy Mi Super. Our in-house team of Acurity experts has collectively Co
a
acurity uplift - gold
Accelerating Acurity’s core processing speed both stand alone and as it integrates with other key applications (e.g. Thorin suite, Great Plains).
automation of processes - stream
ORIGINAL SLAs - 2011
SELECTED CHANGES - 2013
PROPOSED SLAs - FEB SEP - 2017
THE GOAL 2018 +
p
Ins
Tra Ad Wo
Some of the improvements we’ve delivered have been
signi cant, complex pieces of work, while others have
been smaller but still important. Overwhelmingly, all
Acurity developments have been delivered to Energy Se
Lif
Super on time and within the base administration fee.
Plus, not having to wait until a third party vendor’s release Fo
decades of experience in the platform and its application to Energy Super’s fund, its members and its products.
Faster processing through digitisation, system integration and straight through processing.
Broadening existing work flow coverage and application. Better enabling self-service for members and employers. Create a seamless single view capability.
schedules meet a speci c development need o ers a signi cant advantage.
En Ca Da Ho Co
a
Dis Dis Th Int Cu
8 energy super + ifaa
program overview - faster: acurity
Further drive a continuous improvement culture and mindset throughout administration services, and lift performance standards, skill base, training capacity and procedure documentation.
TRANSFORMING TECHNOLOGY SERVICES
E-nable is all about creating better, faster, more specialised IT and development operations, with the aim of providing faster, safer, more reliable services to Energy Super.
restructuring it services – e-nable
This program is designed to ensure IFAA’s operational agenda is supported by a sound, responsive IT platform. We are taking steps to enhance our development, testing and deployment environments to speed up our ability to implement robust solutions.
We are also implementing an upgrade program across key support applications including Great Plains, Office 365 and Exchange, and introducing Qualtrics, Vision 6 (for email broadcast) and PowerPivot for enhanced analytics capabilities.
20 energy super + ifaa program overview - more reliable: restructuring it services
DELIVERING THE GOODS
With so many elements to juggle when managing projects, stayin top of everything can be tricky. That’s where our DELIVER program
improving project management - deliver
It’s all about delivering Energy Super reliable project outcomes, w focused on: our quoting disciplines, the utilisation (and education delivery methodologies, and ensuring the right level of oversight
moving it operations...
from
Our current IT Operations accountability structure is too broad, with insufficient skill base to meet the growing needs of the business.
We have ‘key person risks’ and a very conservative culture that is not as service-based as we’d like.
to
We are bringing new skills into the business to transform and accelerate our infrastructure capabilities to underpin faster, safer, more reliable services to clients and the business.
Key steps include:
y Appointing a technology services lead
y Appointing a dedicated development operations specialist to better
serve the testing and deployment of Thorin products
y Streamlining the focus of the IT Operations team on core infrastructure y Evaluating alternative service delivery models
y Thorin product development enablement through separation of development and testing environments to Acurity
quoting
Implement de ned quote structures to be agreed with client before any work is undertaken.
For example:
y Type 1 work: +/- 100%. Ballpark estimate
y Type 2 work: +/- 50%. Feasibility costs
y Type 3 work: +/- 10%. Business case costing
delivery methodologies
y Agree on methodology at commencement of any engagement
y Develop a standards sheet – what to expect & how it will work
y Parties to jointly acknowledge / agree
y Ensure a shared definitio of key dimensions
y Implement education pro
MORE RELIABLE
CONFIDENCE YOU CAN COUNT ON
After reviewing our internal systems and processes, we realised there are a number of things we could be doing much better, in order to provide Energy Super with more reliable service. As a result, we’ve identified 2 ‘reliability’ areas that require specific action – including infrastructure services and project management.
restructuring it services – e-nable
Several improvements can be implemented in the provision of IT services throughout the organisation, which will in turn better enable operations.
improving project management – deliver
We recognise that amongst the projects we have delivered well, on time and to budget, there have been some instances where this has not been the case, so we’re determined to be better
at quoting, deploying project methodologies and ensuring transparent oversight.
LOOKING TO THE FUTURE
With the possibility of extending the administration services agreement that exists between Energy Super and IFAA, we have the opportunity to evaluate the shape of the service model as it currently stands.
is there a better way?
At the moment, an extensive range of services is covered under the agreement, with service pricing presented as an aggregate expense. While this model remains valid, as it provides client certainty and in-contract economies of scale, it may not actually provide the best way to deliver Energy Super’s requirements into the future.
so now might be the ideal time to look at other service model options available to us
CORE ADMIN SERVICES WE OFFER ENERGY SUPER
Acurity Hosting / IT
Core platform services Upgrades, release management
System development & de-bugging Security services
DRP management
Data centre facilities & maintenance Implementation of legislative change Telephony
Third party/system integration
Core Administration Services
General administration Maintain records
Account maintenance
New members and employers Contributions
Benefits and pensions
Third party interaction Statutory reporting
Member statements
Quality assurance Correspondence
VALUE ADD SERVICES WE OFFER ENERGY SUPER
Insurance Services
Underwriting (MLC cleanskin < $1M, direct liaison with MLC > $1M)
Death and TPD case management Complaints management
Online Services
MOL / EOL offer
MOL / EOL functionality enhancements
API integration
Premium calculation - provision of
monthly data to insurer
Ad-hoc training
Income protectiopnrogram overview - more reliable:
Finance Services
Annual accounts
Monthly management acco reporting
Payroll services
APRA returns
ATO reporting, BAS, IAS, pay Monthly reserve calculation Quarterly tax true ups
Daily bank reconciliation Manage bank accounts Payments
Auditor liaison
Other Services
Non discretionary comms
energy super + ifaa 19
24
energy super + ifaa
contract considerations - service model options
18 energy super + ifaa
HOW WE’LL ACHIEVE OUR OBJECTIVES
WE’RE DELIVERING ON O
In September 2016, IFAA outlined its strategy to the Energy Super Board. At the time we recognised the need to demonstrate our capacity to execute that strategy. Now, nearly 6 months later, we can say with confidence that we’re delivering on what we promised.
The execution of our strategy and key focus areas is on track, and we are pleased with the progress we’ve made to date. With these early wins spurring us on, we’re now ready to enter the next phase of our execution.
We are taking care to listen to the needs of Energy Super and to understand the context you have provided. We have also sought to identify for ourselves what it will take to be faster, safer and more reliable.
The program of work we’ve defined and commenced is considered, well structured and, we believe, synergistic and supportive of Energy Super’s goals to deliver greater member value outcomes.
Here’s a brief overview of the different programs we’re undertaking, with more detailed information available on the following pages.
safer
more reliable
faster
unts &
roll tax
program overview
gold An IRESS / IFAA agenda to enhance the Acurity platform
stream Optimising workflow and self service tools cia Continuous improvement in administration
4 energy super + ifaa
spai A CGI / IFAA strategic partnering advice and implementation initiative to ensure the security of Energy Super’s membership records
e-nable Restructuring of IT Ops and provision of infrastructure services to deliver faster development, testing and deployment outcomes
deliver Implementing stronger project management disciplines program of work overview
ANOTHER WAY TO LOOK AT THINGS
While our existing contract model offers benefits to both parties, we recognise there are alternatives.
here is a purely illustrative example of what an alternative contract structure may look like
defined servces at an aggregate price
exploring all options
In proposing this alternative type of model, we’re in no way trying to pre-empt Energy Super’s thinking, nor are we wanting to infer this is our preference. The intent is primarily to illustrate that other, alternative ideas do exist, and that we are fully prepared to work collaboratively with Energy Super to explore them.
Ultimately, our aim is to identify and define the contract structure the will most align with Energy Super’s needs.
administration
non discretionary comms mol / eol
financial services etc
+ projects
+ projects
administration financial services
modular services at a ‘built’ price
contract considerations - alternative contract structures
energy super + ifaa 25
0401 363 611
audra@onegreenleafdesign.com
onegreenleafdesign.com
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r
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reporting
insurance hosting mol /eol