e-Timesheet: Pilot Report April 22, 2009

Page 2 Agenda  Purpose of Pilot  Overview: what we have learned  Improvements  Upcoming Marketing, Roll-out, and Training plans

Page 3 Purpose and Group Statistics  To receive user feedback from external users and improve application based on such feedback  To test usability of the system, and make workflow improvements where necessary  To test user experience and application’s ease of use and make appropriate adjustments Pilot Group Statistics: 55 consumers and attendants received usernames and passwords 5 training sessions were offered At least 10 users are still using the system

Page 4 Overview: What We Heard From Pilot Users  Some program rules translated into system limitations  Example: PPL system did not allow timesheets to be processed prior to Saturday after end of payroll period. This posed a problem as users were unable to enter timesheets prior to Saturday  Cumbersome Workflow  Attendants were required to search for their employers prior to being able to submit timesheets  Error messages  System Timeout error  Unclear old error messages: Example: VASTATETAX Employee Tax Auth. Info does not exist for Employee.  Feedback loop mechanism needs to be established

Page 5 Improvements Implemented Based On Feedback  Program rules – enhancement created  Timesheet can be submitted any time as long as it does not contain a future date  “Save Work” option – convenience of entry  Improved Workflow  “Consumer Search” eliminated

Page 6 Improvements Implemented Based On Feedback  Unclear Error Messages  User-friendly messages provide insight into possible cause of problem and recommendations how to address it  Sample current error message: PPL has not received all of your required employee paperwork. Please contact Customer Service ( ) to determine what is missing. If you have recently mailed your papers, please allow 10 business days for processing.  Feedback loop mechanism not established  Feedback submission form will be available in May 2009

Page 7 Upcoming Plans  System Improvements  System timeout error: PPL is working on possible solutions to be addressed by June 2009  System Availability Improvement: Timesheet submission may not be available during the time when the payroll is being processed. PPL is working on workflow improvement to reduce the possibility of conflicts and improve the availability as part of the continuous improvement initiative  Self registration option:  Available to next wave of participants in May 2009  Training  Weekly training sessions for next participants throughout May  Updated marketing plan  Continued demos during monthly SF meetings  Notification through s  Messages in pay stubs  Message in next FFR report  Mass roll-out and ongoing WebEx trainings: Target July 1, 2009