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Department of Management Services

2014 Accomplishments

Posted: 04/22/2014

Edited: 07/10/2015

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People First Annual Survey

The People First annual survey was emailed to 25,000 randomly selected employees and retirees with email addresses. The survey ran from March 10, 2014 through March 21, 2014. We received over 2,500 responses that responded with a 79% overall satisfaction rate. This is a 1% increase over the 2013 annual survey overall satisfaction rate. Ideas and suggestions from the annual surveys are used to feed the team’s Potential Work Item list for possible system enhancements and are shared with NGA to facilitate system and service center improvements. For more information on the 2014 Annual Survey, click here.

Performance Management Plan Closing

On July 1, 2013, all state agencies began using a standardized performance evaluation module, Performance & Talent Management, in People First to administer performance evaluations.  The standardized process provides the state workforce with more accountability and consistency across all agencies.  The People First team worked closely with the Department of Management Services (DMS) Division of Human Resource Management, NorthgateArinso (NGA) and each agency in an effort to ensure completion of all outstanding 2013 performance evaluations prior to the administrative closing on March 2, 2014. This included continuous reminders and educational communications, running reports, researching agency questions/issues and assisting agencies with service center requests.

Governor’s Savings Award

The People First team received a Governor’s Savings Award on January 21, 2014. It was a result of the savings achieved from the negotiated annual contract credit for bulk mailing costs typically associated with communications for the purposes of annual open enrollment (OE) activities. Since moving to an electronic benefits guide from a printed publication, People First service provider NorthgateArinso (NGA) has avoided costs associated with mailing materials; and consequently, reimbursed the state for those avoided costs. On June 4, 2013, the state was credited $218,134 for mailing costs avoided in calendar year 2012. The team and NGA will recalculate avoided mailing costs each year and NGA will issue this credit through the end of the contract.

Bulk Mailing Credit

The People First team received a credit of $217,564 on the February 2014 invoice from our service provider NorthgateArinso (NGA) for the 2013 contract credit for bulk mailing costs. This credit is for avoided mailing costs typically associated with communications for the purposes of annual open enrollment (OE) activities. Since moving to an electronic benefits guide from a printed publication, NGA has avoided costs associated with mailing materials; and consequently, reimbursed the state for those avoided costs. The team and NGA will recalculate avoided mailing costs each year and NGA will issue this credit through the end of the contract which expires on August 20, 2016.

People First Business Case

On January 31, 2014, the final Business Case was submitted to the Legislature and the Governor’s office, in accordance with the 2013 General Appropriations Act. This Business Case looked at how the state should move forward with the next generation of People First (i.e., continue fully outsourcing, insource, or some hybrid of the two).  This was an incredible team effort that took many months of collaboration with the consultant, KPMG, and many iterations of review and edits to complete.

Service Center Process Initiative

On May 27, 2014, the last of 32 service center process reviews was completed. The service center process review initiative began the fall of 2008 as a result of Amendment 10. This initiative involved NGA, the People First team and Division of State Group Insurance (DSGI) representatives reviewing certain service center processes (e.g., mailroom, reinstatements, fiscal, retiree processes) and mapping out the details of each process step the service center followed to complete transactions. Along the way, process improvements were discussed and agreed upon by each party. This has been an arduous process; often times taking a back seat to other priorities. However, these mapped processes have proven their worth over the years and have given our team insight into the internal operations of the People First service center.

Performance Bonus

Our team successfully completed all performance bonus mass load activities on Jun. 16, 2014.  Due to internal agency issues, separate files were processed for both Department of Corrections and Department of Highway Safety and Motor Vehicles.  Both of these agencies had to re-perform the voting process in early June and were not able to meet the original deadlines.  Our team was able to successfully navigate the delay and ensure their files were processed timely and that their employees received the performance bonus on the same schedule as all other state employees. 

Agency for State Technology

Our team worked with the Northwood Shared Resource Center (NSRC) to successfully process 24 mass loads to move the NSRC positions and employees to the new Agency for State Technology. All mass loads were completed ahead of schedule, providing additional time for the agency to process subsequent payroll changes prior to the payroll cutoff. The first payroll for the Agency for State Technology was successfully processed on Jul. 21, 2014 for a Jul. 25, 2014 payment date.

Open Enrollment System Enhancements

As part of the annual open enrollment process, the team worked with Division of State Group Insurance (DSGI) to define the system required changes.  In total, five separate business requirements documents (BRDs) were provided to NGA.  NGA created and or updated 16 separate functional design documents to support the changes included in the BRDs.  The changes for open enrollment range from simple changes (e.g., rate changes) to more complex changes (complete redesign of the federal health care reform changes initially implemented in support of the 2014 plan year open enrollment period).  The changes were grouped by impacted area (i.e., benefits and confirmation statements, benefit portal changes, HR portal changes, interface changes and reporting changes) and spread out over five separate releases to ensure all areas are accurately and timely implemented.

Open Enrollment Online Election

During the 2015 Plan Year Open Enrollment period, over 133,486 benefit plan election changes were completed. Of these changes, 94.50% were processed online through People First. Over 52% of all elections were processed in the last week of Open Enrollment.  Additionally, the People First service center received 37,626 calls with 36,680 being answered during the Open Enrollment period. 

Contract Amendment 2

On December 18, 2014, the Department and NGA executed a contract amendment to the People First contract that transfers and assigns to the Department all rights, title, and interest to SAP files, custom code, and configuration.