Draft Novopay Remediation Programme Plan on a Page

1. 7 February 2013 Remediation Plan Achieving good Current state August 2012-February 2013 100 days of intensive change Mid-June 2013 onwards • What the Programme needs to succeed • Pay production BAU is sacrosanct. It must be kept separate from the Programme. • Ministry and Talent2 work together in all aspects of the Programme. • Joint, quick and effective decision making. • What will good look like • Users will have certainty and confidence as whether or not and in which pay period their forms will get processed by the pay centre. • Pay roll errors will decrease along with under and over payments. • Users will continue to complete more transactions online with minimal assistance. • Users will log less service requests, the call centre will have less demand and there will be a decreased number of complaints. • There will be a turn in media and public opinion. Novopay will be seen as functional. • Improved working relationships between the Ministry and Talent 2.` • High level initiatives • The high level initiatives of the Programme are: • stabilise the Novopay system by fixing prioritised known technical defects through managed releases; • identify and implement short term improvements to stabilise the Novopay service operations; • assess key aspects of the Novopay service to identify improvement opportunities; and • identify and implement training initiatives to better support end-users to use Novopay and better understand the payroll rules and processes. • Programme timeline • The Programme will be run in two stages: • The first will span about eight weeks and focus on implementing short term initiatives and assessment of long term opportunities for remediation and enhancement. • Stage two will involve the implementation of the prioritised opportunities identified during stage one. • Current issues • Novopay shifted core responsibility for payroll administration from the payroll provider to the school administrators. • This shift along with ongoing processing issues have eroded sector and stakeholder confidence. • Customer confidence is at an all time low. • Media and public attention and concern regarding these matters is at an all time high. For example, • A new way of working is required to provide structure, consistency and a more disciplined approach to problem solving, issues resolution and sector engagement. • Delivery of the Remediation Programme • A step change in resolving the issues with the Novopay service is required to increase sector confidence. • Change will be required in key aspects of the service delivery model, including people, process and technology. Draft Novopay Remediation Programme Plan on a Page

2. 8 February 2013 • A new way of working is required to provide structure, consistency and a more disciplined approach to problem solving, issues resolution and sector engagement Now 100 days of intensive change Improved service Change is required in key aspects of the service delivery model, including: people, process and technology 1 2 3 The service will be improved to meet the agreed expectations of the Ministry, stakeholders and Talent2 The current situation with the Novopay service is unsustainable for the Ministry and Talent2 Novopay Remediation Programme • The Programme’s objectives are: • Stabilise the Novopay system by resolving prioritised known technical defects through managed releases. • Identify and implement short-term improvements to stabilise the Novopay service operations and activities performed by schools. • What good will look like: • Accurate and timely payroll processing: Clear deadline adherence and clean processing will provide schools’ confidence in Novopay. • Schools have increased their online activity: In turn making the end-to-end pay run more efficient and simplifying their interaction with Novopay. • Processing errors, customer confidence and media scrutiny are distracting for: • The Ministry in achieving its broader goals within the education sector; and • Talent2 from realising its performance goals for Novopay. • Currently there are some standout issues: • Lack of adherence to and consistency with Novopay’s dependent deadlines. • The service centre and school’s lack of accuracy with data. • Suboptimal support channels and poor integration of those channels. • Unsupported and undertrained school administrators. • High public scrutiny and poor media relations . • The sheer scale of the backlog of unresolved pay related issues . • The sector perception that Novopay was not designed for their needs. • Lack of clarity from all parties about Novopay’s role in the end-to-end pay education sector payroll. • These issues need to be resolved asap! • . • Improve sector confidence: Assess key aspects of the end-to-end Novopay service to identify key improvement opportunities for stabilising and then improving the service and regaining sector confidence. • Improve the user experience: Identify and implement training and other initiatives to better support end-users to use Novopay and better understand the payroll rules and processes. • Reduced complaints and escalated phone calls: With increased confidence schools will be less dependent on the service centre for assistance. A more deliberate approach • Priority technical defects are resolved: Fixing key impacting defects will enhance schools and Talent2’s use of the Novopay service minimising errors across the board. • Improved working relationships between the Ministry and Talent 2: That will foster a well functioning end-to-end payroll solution. • The Programme will deliver work through two stages in a structured approach, using a prioritisation framework tied to a specified time schedule. This will support improvements in the Novopay service in a time period that is acceptable to the Ministry, to the sector, and other stakeholders. • Two stage programme • Stage one will involve implementing quick wins and analysing longer term fixes. • Stage two will involve the implementation of the longer term fixes identified during stage one. • Acknowledgment that Novopay has turned the corner: Along with schools, the media and public will have more confidence in Novopay. • More attention will be able to be given to making the service better and realising the benefits