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

AMX21SPanel 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


Business Transformation

CA PPM



For More Information

To learn more, please visit:

http://cainc.to/Nv2VOe

CA World ’15

http://cainc.to/Nv2VOe

http://bit.ly/1wbjjqX

Leveraging Full Adoption for Demand Management and Capacity Planning

Technology

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