Leveraging Full Adoption for Demand Management and Capacity Planning

Leveraging Full Adoption for Demand
Management and Capacity Planning
Matt Morgan
Agile Management
UnitedHealth Group, Optum Technology
Director of IT Portfolio Management
AMT36S
@CAPPM
#CAWorld

2 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
What is Optum?
Optum™ is a health services and innovation company (subsidiary of
UnitedHealth Group) on a mission to help make the health system work
better for everyone
We combine data and analytics with technology and expertise to power
modern health care

Optum PPM Objectives
Scale & Performance
 Enable 45,000 users to leverage the application with 5 second
response times for all functions
Reduction in Effort for Key Roles
 Reduce effort to build detailed project plans, align resources to
work and plan releases
Data Quality Improvement
 Align project plans with reality
Simplify Demand Intake
 Provide a simple intake process for internal and
external customers

Application Instance Overview
22,000 users across 4 lines of business
 Optum Technology is the primary user base
 3,000 users across non-IT business organizations
We are leveraging almost all features and functions across the application
 Customized portfolio management, release management and some parts of financial management
 DMZ (External access)
 Load tested to 24k concurrent users
 Live replicated reporting database
 309 custom portlets
 Integration with Peoplesoft to load all resource data and build all OBS’s.
CA PPM is…

Program Management Approach
 Very collaborative approach with 351 different stakeholders across
the organization
 Iterative approach with 4 distinct design review sessions and 3 different
UAT cycles
 Dedicated team of ~50 resources working on this deployment
 Leveraged consulting organizations where needed
 We took change management very seriously!
– We had a dedicated change manager, 117 change agents, and hundreds SMEs
across the organization to drive the right message

Change Management Surveys
Early change surveys
showed a lack of
understanding and
buy in
Pre-deployment
surveys showed a
significant
improvement in
adoption readiness

Application Release
Because we were moving from an established enterprise wide application
(2 applications) into PPM Optics we could not afford to remove functions or features
from users. Therefore we went with a “big bang” approach to our deployment.
 Small pilot October 2014 through March 2015 (dual entry 187 resources)
 Application officially went live on April 7th with the final release of time entry only resources
being enabled on April 16th
Migration consisted of:
 ~22,000 users setup
 28,000 projects
 10,000 investments
 5,000,000 WBS tasks

Success in a PPM deployment all comes down to people actually using the application
and adopting it as their source of truth!
 To ensure we truly adopted PPM Optics we launch a multi-million dollar training campaign
– Conducted 372 instructor led training sessions which trained ~8,000 resources.
– Provided 183 virtual recorded training options for resources who did not have a complex role
– Had 38 dedicated trainers to complete all of this work within 2.5 months
 Training Completion Statistics:
– We were able to train 98% of the complex roles and hit an overall 80% completion rate across
the organization
Training Review
Weekly Leadership Report and Review of Training Completion
Role Senden Nelson Grafton Hein Zerafa Weymouth McCart Toomb Bottazzi Kuhn Ockert Soller Vankirksmith
Project Management 83% 76% 89% #DIV/0! 57% 68% 88% 100% 83% 100% #DIV/0! #DIV/0! #DIV/0!
Resource Management 73% 79% 89% #DIV/0! 79% 78% 84% 83% 80% 65% 71% 68% 62%
Release Management 83% 97% 100% #DIV/0! 50% 62% 97% 100% 67% 80% 83% 67% 100%
Application Management 70% 61% 91% 0% 83% 0% 87% 100% 36% 63% 33% 43% 71%
Time Entry 79% 75% 83% 50% 77% 92% 82% 84% 63% 78% 84% 84% 81%
% Registered

True adoption allows our organization to realize benefits beyond the basic time entry,
billing, etc.
 Mapped all of our business processes and
streamlined those before we built anything
in PPM Optics
 Optum Technology utilizes PPM Optics
for all demand intake
 Annual planning is within PPM Optics
saving the organization hundreds of hours
Demand Management (Intake)

Maintaining Adoption
Maintaining adoption
requires constant focus
 Measure
 Communicate
 Train
 Leadership Support

Resource Constraints & Capacity
Capturing all demand and ensuring data is appropriately managed allows Optum
Technology to understand resource constraints
Proper management of projects and resources enables enterprise views of demand and capacity

Release Constraints & Capacity
Alignment of projects and
releases allows for enterprise
views of application impacts,
release capacity planning, etc.
All projects are aligned to release plans

Value & Recommendations
Scale & Performance
 Performance tested up to 24,000 concurrent users with
reasonable response times for all functions
Reduction in Effort for Key Roles
 Leveraging project schedule tools and templates reduces
initial effort for project management and resource
management
Simplify Demand Intake
 Single entry point for demand intake for all users across
the enterprise with system controls
Align Data with Reality
 Projects and resources reflect the work they are actually
trying to complete

Q & A

Recommended Sessions
SESSION # TITLE DATE/TIME
AMT05S CA PPM Design Insights and User Interface Design Wednesday at 1:00 pm
AMT01S CA PPM Strategy and Roadmap Wednesday at 4:30 pm
AMX21S
Panel Discussion: How Do You Drive Change Across
Organizations to Embrace PPM? (with Matt Morgan)
Thursday at 2:00 pm

Must-See Demos
Simplify your
Application
Portfolio
CA PPM
Theater - Agile
Management
Identify the
Right
Investments
CA PPM
Theater – Agile
Management
Align Resources
to Meet
Demand
CA PPM
Theater – Agile
Management
Business
Transformation
CA PPM
Theater – Agile
Management

For More Information
To learn more, please visit:
http://cainc.to/Nv2VOe
CA World ’15

Leveraging Full Adoption for Demand Management and Capacity Planning

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