Perficient Bcbsf 2009 Portal Conference Presentaitonppt

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This is the presentation delivered at the 2009 IBM Portal Excellence Conference. The topic is Zero to Production in 6 Months: A Blue Cross Blue Shield Case Study.

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Perficient Bcbsf 2009 Portal Conference Presentaitonppt

  1. 1. IBM Portal Excellence Conference 2009 San Diego, California - October 12 – 15, 2009 ® Session S14 Zero to Production in Six Months A Blue Cross Blue Shield of Florida Portal Success Story Speakers: Lisa Crawford, Blue Cross Blue Shield of Florida Glenn Kline, Perficient, Inc. glenn.kline@perficient.com © IBM Corporation
  2. 2. IBM Portal Excellence Conference 2009 – Americas Agenda Introduction and Overview The Challenge we Faced Where we were Where we had to go quickly What did we do and what did we deliver The 5 Most Important Success Factors to us 5 Pitfalls we avoided 2
  3. 3. IBM Portal Excellence Conference 2009 – Americas Blue Cross Blue Shield of FL (BCBSF) Overview Largest health insurance provider in FL with over 4 million members All lines of business serve almost 8 million members Offers a wide array of benefits Health plans Life Dental Medicare Owns several subsidiaries Availity, LLC Navigy, Inc Novitas Health 3
  4. 4. IBM Portal Excellence Conference 2009 – Americas The Challenge – Where we were June, 2008 Java servlet based site originally developed in 2002 Function, but brittle platform Business rules burned into code No content management One functional change could break some thing completely different Site was difficult for users to use Expensive and slow to make changes Could not respond quickly enough to business needs Platform could not respond to business demands without major code deliverables 4
  5. 5. IBM Portal Excellence Conference 2009 – Americas 5
  6. 6. IBM Portal Excellence Conference 2009 – Americas The Challenge – Where we needed to go By Early December, 2009 Needed to modernize the user interface Needed new “look and feel” More importantly, needed a design centered around members Needed to deliver new capabilities Personalized member dashboard on the home page Targeted messages Integrated health statements Business user friendly content management Plus much more Needed to integrate with many internal services Needed to integrate with external vendors and partners The member constituency is the most important BCBSF group 6
  7. 7. IBM Portal Excellence Conference 2009 – Americas The Solution – WebSphere Portal Early December, 2009 Scalable, robust, and reliable robust delivery platform Many industry solutions have been deployed on WebSphere Portal Have the support of IBM and Perficient Out of the box capabilities facilitated speed to market Lotus Web Content Management Personalization Engine Security Navigation UI customization Speed to market - provided a flexible delivery platform Decoupled different systems from each other Could deploy individual portlets separate from major releases Can keep the portal up when dependent systems are unavailable 7
  8. 8. IBM Portal Excellence Conference 2009 – Americas 8
  9. 9. IBM Portal Excellence Conference 2009 – Americas 9
  10. 10. IBM Portal Excellence Conference 2009 – Americas
  11. 11. IBM Portal Excellence Conference 2009 – Americas Just Some of what BCBSF has Today Claims Care Programs Enrollment Benefits Single Sign On – Internal Systems HSA Balance from ACS Mellon Flexible Spending Account Integrated Content Managed by LWCM Pay Bill Plans and Products Single Sign On – External Partners Forms Web MD Glossary / FAQs ACS Mellon Much more Health Dialog Portal Personalization Prime Therapeutics iLog Business Rules Driven Targeted Messages Pharmacy Shopping Tool Compare prices at multiple pharmacies Secure Message Center Recommend generic and therapeutic Plan Shopping alternatives Member Emulation for Print and Request Benefit Booklet Customer Service Representatives Print and Request ID Cards Benefits Administrators Member Health Statements Care Coordinators 11
  12. 12. IBM Portal Excellence Conference 2009 – Americas External Partner Integrations Single Sign On (Dec 2008) Display HSA balance in MyBlueService using WebServices from ACS Mellon (April 2009) Single Sign On (Dec 2008) Drug Pricing Tool using WebServices supplied by Prime Therapeutics (Dec 2008) Single Sign On (Dec 2008) Single Sign On (April 2009) Secure Messaging using WebMD Web Services (December 2009) 12
  13. 13. IBM Portal Excellence Conference 2009 – Americas Customer Testimonials and Adoption Adoption and Usage MyBlueService usage has increased over 30% since moving to portal The average day brings over 4,000 unique visitors with peak days over 8,000 85% customer satisfaction rate and rising Customers are using the portal and saving money Customer Quotes “The Pharmacy Shopping Tool saved me almost $200 on a prescription” “The new design is great! It is much easier to use.” “I saved over $2000 on my knee surgery with the CareComparison tool. 13
  14. 14. IBM Portal Excellence Conference 2009 – Americas And how we got there in 6 months 14
  15. 15. IBM Portal Excellence Conference 2009 – Americas Success Factor #1 People, Processes and Technology - The Holistic Approach 15
  16. 16. IBM Portal Excellence Conference 2009 – Americas SiteMinder SSO and LDAP Consumer Web Sales Shopping Customer Information Database Secure Message Center Personalized Navigation Personalized Offers from iLog and LWCM Accumulators from Recent Claims from Benefits System Claims System WebTrends Tracking 16
  17. 17. IBM Portal Excellence Conference 2009 – Americas Success Factor #2 Dependency Management Portal is all about integrating the many moving parts Internal teams External teams Security Infrastructure Legal and Compliance And more Must understand all the dependencies and get them aligned Know the critical path dependencies and manage closely Manage scope accordingly if dependencies slip At BCBSF to date 12 different internal teams have been involved 4 external partners have been involved 17
  18. 18. IBM Portal Excellence Conference 2009 – Americas Success Factor #3 Design with the Users for the Users You cannot create an exceptional user experience without involving the users Engage users early in the user experience (UX) design process Information Architecture 3x3 paper prototyping High fidelity design High Fidelity Prototyping UEX Testing Engage the business Solution must implement the business needs and objectives Engage the technical team early in the UX design process Prevents UX from designing something which cannot be implemented Allows UX team to understand capabilities they may not have known they had This process does not end after the first release 18
  19. 19. IBM Portal Excellence Conference 2009 – Americas Success Factor #3 Design with and for the Users 19
  20. 20. IBM Portal Excellence Conference 2009 – Americas Success Factor #4 Use an Experienced Core Team Need to know how to navigate the people, processes, and technology Know the business IT driven requirements never deliver what the business wants Educate the business on the capabilities portal provides Know the technology Understand what the technology can provide Have all the roles covered Development Infrastructure and Administration Deployment Security Services And more 20
  21. 21. IBM Portal Excellence Conference 2009 – Americas Success Factor #5 Pick the Right Portal Partner Experience Demonstrated they have done it before under pressure References Need a strong working relationship Being able to work within your culture and processes Blended client / customer teams are your best chance of success Cater responsibilities to individual strengths Clearly define roles and responsibilities Partner to the end solution Portal Methodology Understands the holistic approach you must take with portal solutions Sample effective artifacts and deliverables Need someone who understands the technology Understand all the capabilities portal provides to architect and implement the right solution Has done it before 21
  22. 22. IBM Portal Excellence Conference 2009 – Americas Pitfall #1 You do not Leverage Capabilities the Portal Technology Provides Portal capabilities may not be perfect for your needs but they are usually better than building it yourself Personalization Web Content Management Web Application Integrator Collaboration If you try to change how portal fundamentally works, you will struggle Themes and skins are meant to be customized The WCM authoring portlet is not BCBSF Example – how we avoided Did not use Stellent and chose LWCM Leveraged the Personalization engine extension points for navigation and portlet visibility Used the Web Application Integrator to increase speed to market 22
  23. 23. IBM Portal Excellence Conference 2009 – Americas Pitfall #2 Failure to Empower the Team Team leads need decision making authority Don’t have a meeting to just decide you need to have a meeting If leaders “in the trenches” need to escalate to manager or director level with each decision, nothing will ever get done on time Technical development team must have access to environments WAS/Portal administrators are never 100% dedicated They usually don’t know how the application really works A development team waiting around for a simple task to be completed wastes time and $$$$ BCBSF Example – how we avoided Perficient produced a recommended set of privileges for lead portal developers and why they needed it Portal delivery leadership met with infrastructure and negotiated a middle ground that granted access in lower environments while protecting the integrity of stage and production environments. 23
  24. 24. IBM Portal Excellence Conference 2009 – Americas Pitfall #3 Lack of Solid Technical Project Management for Portal How to fail when managing a portal project My job definition is to get a report and summarize it in another report My job is to make a list of all the risks and put them on a piece of paper My job is to make a list of issues and put them on a piece of paper My job is to hold a weekly meeting and present my pieces of paper My job is to have a developer tell me of an issue on Thursday and assign someone to address it when I create my status report on Monday I’m a Project Manager, it’s the process rather than the end goal or the technology that’s important Aside from some spiffy PM tools and a cool certificate on the wall, a good admin could do my job……………………….. 24
  25. 25. IBM Portal Excellence Conference 2009 – Americas Pitfall #3 Lack of Solid Technical Project Management for Portal A good project manager is worth his or her weight in gold: pay accordingly A good project manager Sits with architects and developers over lunch Understands the technology well enough to understand the dependencies Can you create a page on the portal? Can you set security? Can you place portlets? Do you know the general approach to integration? Do you know the general approach to content management? Acts immediately on issues with dependencies Is forward looking and ensures deliverables and key technology is ready before developers start working on them. Can translate a developer issue to a business language Isn’t afraid to act like a Business Analyst if the need is there Uses the collaboration tools, project spaces, etc. to their best advantage BCBSF Example – how we avoided We ran into this problem and were not afraid to make a resource change 25
  26. 26. IBM Portal Excellence Conference 2009 – Americas Pitfall #4 Choosing the Wrong Implementation Technologies This is what we’ve always done and what we know, so try to use it This is what everyone else is using While it is usually best to follow industry trends, your needs may differ JSF vs Struts vs Spring MVC for user interfaces Trying to make portal fit into your existing technologies and processes without adapting them BCBSF Example – how we avoided Chose to use LWCM for web content even though Stellent was in house Did a 180 switch and chose Spring MVC after starting with JSF and experiencing great pain 26
  27. 27. IBM Portal Excellence Conference 2009 – Americas Pitfall #5 Underestimating the People, Processes and Technology Enough time is not left for performance testing 6-8 weeks for first round of performance testing Long term soak tests Performance Tuning LWCM and PZN optimizing Limit the calls on the main page Do not have experienced portal administrators Developers should not have to tell administrators how to perform tasks Administrators should be able to troubleshoot and resolve problems Underestimating production support Production support is time consuming and can have a negative perception Developers should not also be the frontline for production support Release management is complex Build and deploy process is complex Must coordinate content, services, security, infrastructure, and portal simultaneously BCBSF Example – how we avoided Went through an extensive load testing and performance tuning process Brought in highly skilled dedicated portal administrators at critical times Adapted to the processes Very committed blended team 27
  28. 28. IBM Portal Excellence Conference 2009 – Americas Summary Success Factors Pitfalls People, Processes and Technology - You do not Leverage what the Portal The Holistic Approach Technology Provides Design with the Users for the Users Failure to Empower the Team Dependency Management Lack of solid technical project Use an Experienced Core Team management for portal Pick the Right Portal Partner Choosing the Wrong Implementation Technologies Underestimating the People, Processes and Technology 28
  29. 29. IBM Portal Excellence Conference 2009 – Americas Additional Information and Resources Corporate Site - http://www.bcbsfl.com My Blue Service - https://mwe.bcbsfl.com/wps/portal/mbs/ Corporate Site - http://www.perficient.com Portal Blog - http://blogs.perficient.com/portals/ 29
  30. 30. IBM Portal Excellence Conference 2009 – Americas About Perficient Leading Technology Consulting & Solutions Firm Founded in 1997; Publicly traded. $231MM+ in annualized 2008 Revenue Over 1,400 highly-experienced Consultants 18 Locations across North America 80+% of Revenue from recurring Clients Served over 400 Clients in past 12 months Software Solutions Expertise, including: Enterprise Portals & Content Management SOA, EAI and BPM e-Commerce and Product Information Mgmt Business Intelligence/ETL Customer Relationship Management/CDI User Experience/UCD Key Differentiators Focused expertise, lower cost, faster time-to-value IT Solutions with Business Focus National consultants overlay Local delivery model Mature, proven Project Methodology Global Development Centers in China & Europe IBM’s largest Software Services Partner in U.S.
  31. 31. IBM Portal Excellence Conference 2009 – Americas Perficient’s IBM Partnership “ ” !" #$ % & '# ( $ ) “*+# ” , #& - ( $ & '# # . /# 00 12 23 $ 4 12 25 12 ( 26 $ 4 #& # # (“) # ” 00 ' # #) # ## $ 7 $ 87 # % ) ! "

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