1. 1 $3.5M UI Claims Modernization Project Close Presented to PCC, July 27, 2011

2. 2 Project Overview Project completed within scope, within budget, on schedule Completed tasks on: Mainframe Database upgrade Call Center (IVR)

3. 3 Original Budget

4. 4 Updated Budget 4/28/10 Note: This budget is the version approved by NMORR.

5. 5 Final Budget 6/30/11 Note: This budget is the version approved by NMORR.

6. Project Result 6 1.Upgraded Mainframe OS (v 1.7 - v1.8 - v1.10) Improved system performance 2.Upgraded Database from (V7.x to V9.x) Improves data migration capability and DB performance 3.Replaced Call Center (IVR) 800# Self Service – Easy Route Q Routing Notify Virtual Hold Objective: Improve services to constituent clients through infrastructure performance and reliability improvements.

7. Post Deployment System Maintenance 1.This investment provided critical improvements to continue to deliver constituent services. Except for hardware, these items will be retired with the retirement of the legacy system in 2012 and will not require maintenance. 2.The IVR/Call Center has been in production for 9+ months. It is being maintained with funding previously budgeted for the legacy IVR it replaced. 3.Additional project components such as professional services for system maintenance and enhancements as well as PC purchases will not require a maintenance component. Hardware component items are being supported through the planned IT Operations budget. 7

8. $3.5M UI Claims Modernization Lessons Learned 1.Funding covered a wide range of projects and initiatives. Operationally, this required more project management oversight that originally envisioned. 2.Modifications to spending plans highlighted need for change control, coordination between project and financial teams, and communication among stakeholders. 8

9. 9 $3.5M UI Claims Modernization Summary All initiatives were successful Investment is being leveraged to mitigate new project risk through: Reduced maintenance, driven by system improvements on legacy components, provided for redeployment of IT resources to new projects rather than system support.

10. 10 Thanks! Questions?