Capacity Planning

1. Capacity Planning

2. Agenda:About ExcellusCapacity Planning OverviewCommunications in Projects

3. Excellus BlueCross BlueShield Excellus BlueCross BlueShield, a nonprofit independent licensee of the BlueCross BlueShield Association, is part of a family of companies that finances and delivers vital health care services to about 1.5 million people across upstate New York. Excellus BlueCross BlueShield provides access to high-quality, affordable health coverage, including valuable health-related resources that our members use every day, such as cost-saving prescription drug discounts and wellness tracking tools. To learn more, visit www.excellusbcbs.com

4. About Me Stacie is the Manager, Capacity Planning in the IT division at Excellus BlueCross BlueShield, where she has worked for over 30 years. During her career at Excellus, Stacie has worked in customer service, claims processing, audit, compliance, and project management. In her current role, she serves as the strategic interface with assigned business units for the purpose of business and IT strategy development, solution discovery, service management, risk management, resource management and relationship management. She is responsible for establishing resource management methodology and managing resource demand forecasting for all potential and assigned activities which require IT and business staff. Stacie holds a Bachelor’s degree in Sociology from SUNY Geneseo. She also holds a Project Management Professional (PMP) Certification, Health Insurance Associate (HIA) Certification and Professional, Academy for Healthcare Management (PAHM) designation. Stacie has three children and recently traveled to Nepal where she enjoyed hiking, white water rafting and a magnificent view of Mt. Everest.

6. Capacity and Demand • Capacity is all the resources available to do work • Calculation of Capacity; number of hours per month an internal resource can be productive. • Number differs each month based on the number of days (M-F) in each month • Changes as a result of the number of resources available • Productive Hours per month for internal employees is 135 hours, external resources is 160 hours • Capacity Plans show the amount a resource role or resource has been reserved to do work to total 100% • 18 month rolling projections • Can be shown in % or hours • Demand are the requests (work) coming in from different sources to that require resources • Pipeline Projects • Project forecasts • Maintenance of Business Type Work • Production Support • Enhancement • Administrative

7. The Strategy to Understand Capacity & Demand Three Layers of Strategy Assess Current State Develop and execute a working & long term Capacity & Planning strategy, including: demand, capacity, activity, backlog, bottlenecks & administrative Capabilities & Tools Integrate, Sustain & Evolve

8. Current Assessment • Meet with each Departments/ Divisions • Align Departments/Divisions • Keep Capacity Conversation in context Determine Maximum Capacity • Review Previous Years Actuals • Review the Strategic Portfolio • Develop an Estimation Plan & Approach What are our Needs & How to Measure • Review the value of all reports • Eliminate what does not provide value Identify What Works & What Doesn’t

9. Layers of Strategy • 1 Timesheet Reports Resources Requests Reports Resource Over Allocation Remaining Forecast Forecast by Role Determine what types of resources are available for what types of projects Review of Actuals Daily Basis Management • 2 2-4 months in advance - making adjustments based on increase in knowledge and actuals. Short Term Planning • 3 Start with a goal of 18 rolling month capacity. Progressing to the goal of planning 2-4 years in advance. Long Term Planning

10. Capabilities & Tools • Planview Enterprise • Implement Investment and Capacity Planning • Implement Strategy tab • Use data driven decisions • Self Service • Reports • Timesheets & time approvals • Outreach • Increase Planview Enterprise Adoption Rate • Implement Planview User Groups (PUG) • Long term planning to keep all engaged

11. Integrate, Sustain, & Evolve Develop strategy to add business resources to Planview Enterprise Evolve Iterative Improvement Adapt & align processes & people to leverage tools and work force management concept to create process for continual evolution, staffing/maintenance Business • Continually review all processes • Measure the Planview Enterprise adoption rate • Review metrics and implement meaningful ones • Planview Enterprise upgrade

12. Reports that Assist with Data Driven Decisions • Fractionalization • The number of resources that are assigned to more than 2 projects, and Work Center Plans. Shown in numbers and % • Discussions about demand, change in throughput • Labor Forecast to Actuals • Comparison of actual hours to forecasted hours of a project by month or quarter • Variance of difference per month and phase (ie., +/-25% Design) • Trend analysis • Time and Money - Impact to future projects – helps with bottlenecks • Actuals by Project Phase • Actual hours based on phase of the project • Shown as hours and % of project time (IT & Business) • Aligns with Gartner Benchmarks • Helps plan where and how resources are needed • Timesheets • Number of timesheets submitted & approved on time • % rate • Creates actuals to enable analysis on capacity, forecast & demand. Assists in potential shifts for better thoroughput

13. Communications

14. Who is in the Work Force Today

15. Generation Z: Born Mid 1990s and 2000s

16. Generation Y or Millennials: Born in 1980s & 1990s

17. Generation X- Born< 1965 & 1970s

18. Baby Boomers – Born 1946-1964

19. Exercise- • Task: • Leadership wants to understand how a capacity planning can assist in making data driven decisions, however on the Leadership Team you have Baby Boomers & Gen Xers. What do you do?