A discovery into how to process claims more efficiently

2. Retirement Benefit Claims
Rapid Process Improvement Story
September 23 through 25, 2009

3. Set DirectionRetirement Benefit Claims Team Charter
Retirement Benefit Claims Team Charter
Developed by Jennifer Kerr, Edd Peterson and Peni Bell
Problem or need: Current processes are inefficient requiring entering the same data in up to three different
systems which do not support one another.
When a request for retirement is made the person receiving the request takes care of the customer from
start to finish. It is not easy for someone else to step in to assist that customer if their Benefits person is not
available.
Processes are not centralized, controlled or audited to ensure customer service success.
Link: Retirement Enrollment and Benefit Services Core Service - Annual number of retirements performed
Mission: To define a repeatable Retirement Benefits Process that is internally tracked and reported to
allow any Retirement Services Staff to provide immediate and accurate customer service to all active
employees seeking retirement information or support.
Measure of Success: All Retirement Services Staff are able to provide immediate and accurate customer
service at any step in the Retirements Benefits Process.
- Immediate Customer Service (No hands off or asking co-worker)
- Zero Repeatable Errors
Scope: From receipt of request for benefit estimate through final benefit calculation.
Methodology: Rapid Process Improvement.
Interdependencies: Payroll Administration and GRS Certification
Time Commitment:
The Team will meet September 23rd through 25th
and September
29th
through October 1st
to accommodate the typical timeline of
an RPI event.
Role Name Dept
Champion: Jennifer Kerr
Leader: Jennifer Kerr
Team Members: Dana Blydenburg
Debbie Stefanski
CAS - Sam Chapparro
Bench Strength: IT - Edd Peterson, Pat
Cherundalo, Tim Marsh
CAS - Sam Chapparro
GRS - Jeff Ambrose
Facilitator(s): Peni Bell, Edd Peterson
& Brian Dick
Historical Trend Data: Payroll lets us all know when an error is made. For 2Q09 there were 13 separate
emails to RS explaining some sort of error made on RS behalf.
Management Review Schedule: In a one (1) week project it is advised to schedule Management Review
Schedule on the 4th
day, which will be Tuesday, September 29th
in the afternoon around 3:00 P.M. This will
allow approval of Recommendations before the implementation plan is developed. RPI taskforce will review
project status on a 30-60-90 day schedule.
RS to meet weekly to discuss who’s retiring, what stage they’re at and provide progress reports.
Understand
Process
Set Direction
Identify and Analyze Barriers
Identify, Test and Select Solutions
Implement
Ensure
Results
Remaining Issue and Future
Plans
Prior to
team
meeting
Project Day (PQSon site)
2 3 41 5 After team
meetings

4. Set Direction

5. Understand Process

6. Identify & Analyze Barriers
High Level Issues
Coding of High Level
Issues
# of High
Level Issues
Issues Resolution1- Decide Now
2 - Decide Later
3 - Barrier
3 1 Too many databases Deferred to Barriers
3 2 Reports & Forms not centrally located Deferred to Barriers
3 3 No tracking of retirement within the process Deferred to Barriers
3 4 Timelines are date driven Deferred to Barriers
3 5 Same data is manually entered 3 or more times Deferred to Barriers
1 6
Step 32 - "In PS System, view Final Pay check and
verify accuracy"
Non Value Step eliminated

7. Identify & Analyze BarriersSeq Barrier Description (from flip chart) Action to be taken (Recommendation) Benefits
1 Cannot prepare accurate Benefit estimate on Payroll / Wednesday.
Develop a Retirement Services around payroll Processing
calendar. To provide accurate pension calculations.
2 Difficulty in locating forms and duplicate data entry.
Centrally locate all forms and reports in a shared directory in one
specified location. Repeatable and immediate customer service.
3 Cannot prepare Final Pay Estimate on a Payroll / Wednesday
Develop a Retirement Services around payroll Processing
calendar. To provide accurate pension calculations.
4
Retirement Information provided to employee is not centrally located
for others to locate.
Centrally locate all forms and reports in a shared directory in one
specified location. Repeatable and immediate customer service.
5 Spreadsheets and forms are difficult to locate.
Centrally locate all forms and reports in a shared directory in one
specified location. Repeatable and immediate customer service.
6
Manually figuring 457 threshold is very time consuming and creates
opportunity for error. Macro developed to automate. Accurate customer service.
7 Contribution Change form difficult to locate
Centrally locate all forms and reports in a shared directory in one
specified location. Repeatable and immediate customer service.
8
Proper timing of form submission for Final Pay Deferred Comp
changes Payroll is restrictive and confusing. Develop a queue. Always on time-providing accurate customer service.
9 Authorization forms DTL.
Centrally locate all forms and reports in a shared directory in one
specified location. Repeatable and immediate customer service.
10 Exit Checklist not centrally located,
11 Hartford Letter not centrally located.
Centrally locate all forms and reports in a shared directory in one
specified location. Repeatable and immediate customer service.
12 PAF difficult to locate.
Centrally locate all forms and reports in a shared directory in one
specified location. Repeatable and immediate customer service.
13 Excessive steps to obtain basic information.
Report developed by computer applications specialist located in
shared directory. Immediate customer service.
14
Template is very lengthy and time consuming to insert the appropriate
details and time sensitive. Develop a fail proof template.
Provide more concise and user friendly critical
information.
15 Can forget to create Retirement Record. Develop a queue.
Internal tracking and reporting and allow any retirement
service staff to provide immediate customer service.
16 Can forget to create Retirement Record. Develop a queue.
Internal tracking and reporting and allow any retirement
service staff to provide immediate customer service.
17
Duplicate data entry is time consuming + inefficient which creates an
opportunity for errors. Pull data from PeopleSoft into Access. Reduced opportunity for error and more efficient.
18 Can forget to complete "Change Active Record". Develop a queue.
Internal tracking and reporting and allow any retirement
service staff to provide immediate customer service.
19 Sending email that is time sensitive. Develop a queue. Always on time-providing accurate customer service.
20 Duplicate data entry. Pull data from PeopleSoft into Access. Reduced opportunity for error and more efficient.
21 Spreadsheets DTL,
Centrally locate all forms and reports in a shared directory in one
specified location. Repeatable and immediate customer service.
22
Determining the amount of Longevity is a time consuming manual
process which creates opportunity for error. Macro developed to automate. Accurate customer service.
23 Can forget to calculate Longevity. Develop a queue.
Internal tracking and reporting and allow any retirement
service staff to provide immediate customer service.
24
Template is very lengthy and time consuming to insert the appropriate
details. Develop a fail proof template.
Provide more concise and user friendly critical
information.
25 Timing of the e-mail is crucial + confusing. Develop a queue. Always on time-providing accurate customer service.
26 Crystal report DTL.
Centrally locate all forms and reports in a shared directory in one
specified location. Repeatable and immediate customer service.
27
Manual scrub of data time consuming and creates opportunity for
error. 1-Outsource and copy to payroll. 2-Build an internal macro.
1-Accurate, limited liability, saves time. 2-Save time and
increase accuracy.
28
E-mail template is very lengthy and time consuming to insert
appropriate detail. Develop a fail proof template.
Provide more concise and user friendly critical
information.
29 Can forget to enter monthly amount in. Develop a queue.
Internal tracking and reporting and allow any retirement
service staff to provide immediate customer service.
30
Can forget to change status to "R" in table and insert Retirement
Amount. Develop a queue.
Internal tracking and reporting and allow any retirement
service staff to provide immediate customer service.
31 May have to repeat step 4 to determine post tax contributions. Add field to retirement Beneficiary Panel. Saves a step-increases efficiency.
32 Letter is DTL.
Centrally locate all forms and reports in a shared directory in one
specified location. Repeatable and immediate customer service.

8. Implement Solutions
9/25/2009 11:56
# Solution to be Implemented Action Step - what is to be Done?
Who is
Responsible?
When will it be
Started?
Date
Complete?
1
Centrally locate all forms and reports in a
shared directory in one specified location.
All forms, reports, checklists, etc. will be located: Y/Retirement
Services/Employee Pension/Retirements
Dana/Debbie/
Jenn 9/28/2009 10/2/2009
2
Develop a Retirement Services Schedule
around payroll Processing calendar.
On Group Calendar, Black out calendar with "Payroll Wednesday" to identify days
where you cannot pull leave balances and payroll activity which could be
inaccurate since this is the day Payroll runs pay calculations/ confirmation and
leave accruals for the biweekly pay process. Jenn 9/28/2009 9/28/2009
3
Develop a fail proof template for all critical
communication of information. Develop a standardized data format to deliver in an e-mail.
Jenn and
Payroll staff 9/28/2009 10/16/2009
4
Pull data from PeopleSoft into Access.
Review and modify existing Access DB reports to select the data from the
PeopleSoft production database instead of using the Access database.
Sam 11/7/2009 12/31/2009
5
Outsource the auditing of Payroll data and
copy to payroll.
Jenn will submit to Pension Board for approval. If the board does not approve RS
will have to build a macro to assist in validating the data.
Jenn
9/28/2009,
10/27/09
10/27/2009,
12/31/09
6 Develop a queue for internal tracking to
ensure timely & accurate customer service.
Using Access, create a method to track employee requests/status through the
entire retirement benefit claim process with queues for critical dates. Staff
recommends a weekly check in meeting with Jennifer to keep the project moving.
Jenn/Sam/S
taff
10/5/2009 12/31/2009
7
I.T. PeopleSoft programmer will define and create the e-mail templates for
Retirement Status change.
Dana/Pat 9/28/2009 12/31/2009
8
Automate figuring member's contribution to
the 457 Threshold.
Create a Crystal to provide year to date 457 deferrals and use with excel macro to
automate this process.
Sam/Dana 11/7/2009 12/1/2009
9
Timekeeper/supervisor report developed by
computer applications specialist located in
shared directory.
Have the computer application specialist develop a
Timekeeper/supervisor/department id report and store in the shared directory.
Sam 11/9/2009 11/16/2009
10
Excel Macro developed to automate figuring
457 Threshold.
This excel macro will be developed and located in the Retirement Services shared
directory. There are deferral limits per calendar year/regular and age 50+ catch
up. 2009 limits are: Regular $16,500 and age 50 + is $5,500.00 additional.
(Note: Jenn will consult with Susan Norton,Payroll to determine if this currently
exist.)
Dana/Debbie/
Jenn/Sam
11/16/2009 11/23/2009
11 Excel Macro developed to automate figuring
Longevity.
This excel macro will be developed and located in the Retirement Services shared
directory. (Note: Jenn will consult with Susan Norton, Payroll to determine if this
currently exist.)
Dana/Debbie/
Jenn/Sam
11/16/2009 11/23/2009
12
Add field to retirement Beneficiary Panel.
Develop a method to review post tax contributions for employees. Based on this
information we may want to add a field to the employees city of Lakeland page in
PeopleSoft.
Sam/Jenn/pro
grammer
12/1/2009 12/31/2009
Implementation Plan Matrix
Retirement Benefits RPI
Changes and Solutions

9. Select Solutions

10. Ensure Results
• Zero Repeatable Errors
• Reduction in Task Time
• Immediate Customer Service at any step
within the Retirement Benefit Claims
Process

11. Remaining Issues & Future Plans
Implementation Plan
Action items and accountabilities have been assigned. For additional information,
contact Project/Implementation Leader or Champion/Sponsor.
Team Communication Plan
Project/Implementation Leader will provide updates on the implementation plan. RPI
Facilitators will be available for coaching if required.
Future RPI Projects
Potential RPI project suggestions should be submitted to Champion/Sponsor.
Remaining Issues/Opportunities:
•IOJs documented in System
•Time Off without Pay Research
•Pension Administration Module
•Actuary perform all Pension Benefit Calculations
•Online Benefit Calculator