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© 2013, Confidential, Pegasystems Inc.
TM
© 2014, Confidential, Pegasystems Inc.
AIG: Leveraging Their
Center of Excellence as a
Strategic Advantage
Jeffrey Fisher ...
33 © 2014, Confidential, Pegasystems Inc.
Discussion Topics
• Who’s AIG?
• Center of Excellence (CoE)
̶ What is a CoE?
̶ A...
44 © 2014, Confidential, Pegasystems Inc.
Who we are:
Michael
Woodward
Senior
Information
Officer
Jeffrey
Fisher
Manager
o...
55 © 2014, Confidential, Pegasystems Inc.
About AIG
95years
64,000
Employees
$68.7 billion
AIG’s revenue in 2013
More than...
66 © 2014, Confidential, Pegasystems Inc.
Discussion Topics
• Who’s AIG?
• Center of Excellence (CoE)
̶ What is a CoE?
̶ A...
77 © 2014, Confidential, Pegasystems Inc.
AIG Pega CoE
Functions
Delivery
Assurance
Technology &
Architecture
Quality
Assu...
88 © 2014, Confidential, Pegasystems Inc.
!
AIG’s Key Reason for Starting a Pega CoE
• No governing body for best practice...
99 © 2014, Confidential, Pegasystems Inc.
AIG Pega CoE Mission:
1 2
3 4
Provide Thought Leadership Accelerate Projects
Mit...
1010 © 2014, Confidential, Pegasystems Inc.
AIG Pega CoE Area of Focus
 Pega Applications within:
̶ AIG Property Casualty...
1111 © 2014, Confidential, Pegasystems Inc.
AIG Application Spotlight - iSUITE
 ISUITE’s Central Objective is…
 “To get ...
1212 © 2014, Confidential, Pegasystems Inc.
“INTAKE”
Submissions
“CHOREOGRAPHY”
Underwriting
“SERVICING”
SC Requests
HIGH ...
1313 © 2014, Confidential, Pegasystems Inc.
“Approvals” and “Tasks” “External Requests” “Service Center Requests”“Workitem...
1414 © 2014, Confidential, Pegasystems Inc.
BPM COE Operating Model – AIG
• Centralizing and managing Pega development
res...
1515 © 2014, Confidential, Pegasystems Inc.
CoE Operating Model – 10 Core Benefits
1. Drive efficiencies
̶ Scale resources...
1616 © 2014, Confidential, Pegasystems Inc.
Discussion Topics
• Who’s AIG?
• Center of Excellence (CoE)
̶ What is a CoE?
̶...
1717 © 2014, Confidential, Pegasystems Inc.
AIG COE & Project Team Structure
AIG CoE Team
CoE Manager
PRPC CoE Leadership
...
1818 © 2014, Confidential, Pegasystems Inc.
Typical AIG CoE Roles
CoE Leadership CoE Core Team Project Team
• Interacts wi...
1919 © 2014, Confidential, Pegasystems Inc.
AIG Pega CoE – Building Communities
LSA Community Forum – Recent Topics
• Addi...
2020 © 2014, Confidential, Pegasystems Inc.
Discussion Topics
 Who’s AIG?
 Center of Excellence (CoE)
̶ What is a CoE?
̶...
2121 © 2014, Confidential, Pegasystems Inc.
AIG Pega CoE Leveraging the Pega Cloud
• Leverage as Strategic CoE development...
2222 © 2014, Confidential, Pegasystems Inc.
Pega Service Repository Becomes the Engine for Reuse
• AIG Core Framework is B...
2323 © 2014, Confidential, Pegasystems Inc.
AIG CoE Deployment Strategy Powered by Pega
Situational Layer Cake
GES Framewo...
2424 © 2014, Confidential, Pegasystems Inc.
Discussion Topics
• Who’s AIG?
• Center of Excellence (CoE)
̶ What is a CoE?
̶...
2525 © 2014, Confidential, Pegasystems Inc.
 The Multi-National Project entails building a new Pega application that inte...
2626 © 2014, Confidential, Pegasystems Inc.
• Two of our Pega underwriting applications need to implement SFTP functionali...
2727 © 2014, Confidential, Pegasystems Inc.
• A common integration used by many Pega applications within underwriting is u...
2828 © 2014, Confidential, Pegasystems Inc.
Discussion Topics
• Who’s AIG?
• Center of Excellence (CoE)
̶ What is a CoE?
̶...
2929 © 2014, Confidential, Pegasystems Inc.
Lessons Learned & Challenges to Consider
• Funding: Corporate vs Project level...
© 2014, Confidential, Pegasystems Inc.
QUESTIONS & ANSWERS
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PegaWORLD 2014 Presentation: AIG Leverages Their Center of Excellence as a Strategic Advantage

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To compete in today’s competitive market it is imperative AIG creates a foundation to meet changing customer and market demands, while controlling costs. To achieve this strategy, a Center of Excellence (COE) is paramount. COEs allow strategic enterprises to operate a centralized BPM program, rather than just a series of isolated BPM projects; empowering carriers to build a customized mix of reusable business processes, expertise and skills that serves as a centralized internal consultancy and expertise to accelerate success.

These slides were used as part of a live presentation. Watch the complete presentation (with full video) at: http://www.pega.com/resources/pw-2014-video-aig-leverages-their-center-of-excellence-as-a-strategic-advantage?utm_source=ss

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PegaWORLD 2014 Presentation: AIG Leverages Their Center of Excellence as a Strategic Advantage

  1. 1. © 2013, Confidential, Pegasystems Inc. TM
  2. 2. © 2014, Confidential, Pegasystems Inc. AIG: Leveraging Their Center of Excellence as a Strategic Advantage Jeffrey Fisher - Manager of CoE, AIG Michael Woodward - Sr. Information Officer, AIG
  3. 3. 33 © 2014, Confidential, Pegasystems Inc. Discussion Topics • Who’s AIG? • Center of Excellence (CoE) ̶ What is a CoE? ̶ AIG Pega CoE Mission ̶ AIG Pega CoE Areas of Focus ̶ AIG iSUITE ̶ AIG Pega CoE Operating Model • CoE Structure & Roles ̶ AIG Pega CoE Model ̶ Team Structure and Roles ̶ Educating the Enterprise • Pega Technology Powering AIG’s CoE • AIG’s CoE Case Studies • Lessons Learned
  4. 4. 44 © 2014, Confidential, Pegasystems Inc. Who we are: Michael Woodward Senior Information Officer Jeffrey Fisher Manager of CoE
  5. 5. 55 © 2014, Confidential, Pegasystems Inc. About AIG 95years 64,000 Employees $68.7 billion AIG’s revenue in 2013 More than 98% of Fortune 500 served 300,000+ Financial professionals who make up the AIG Life and Retirement distribution organization 130+ Countries where AIG operates 58,300+ Loans modified, helping families in the U.S. keep their homes 88+ million Clients worldwide $7 million Donations made by AIG’s Matching Grants Program to match employees’ gifts to charitable organizations in 2013
  6. 6. 66 © 2014, Confidential, Pegasystems Inc. Discussion Topics • Who’s AIG? • Center of Excellence (CoE) ̶ What is a CoE? ̶ AIG Pega CoE Mission ̶ AIG Pega CoE Areas of Focus ̶ AIG iSUITE ̶ AIG Pega CoE Operating Model • CoE Structure & Roles ̶ AIG Pega CoE Model ̶ Team Structure and Roles ̶ Educating the Enterprise • Pega Technology Powering AIG’s CoE • AIG’s CoE Case Studies • Lessons Learned
  7. 7. 77 © 2014, Confidential, Pegasystems Inc. AIG Pega CoE Functions Delivery Assurance Technology & Architecture Quality Assurance Resources & Skills Devpt Infrastructure Industry Definition of a BPM CoE A formally appointed and documented body of knowledge and experience in business process management methodologies and technologies with goals of providing expertise, managing governance practices, and supporting BPM projects FORRESTER RESEARCH
  8. 8. 88 © 2014, Confidential, Pegasystems Inc. ! AIG’s Key Reason for Starting a Pega CoE • No governing body for best practices & standards • Multiple Pega Platforms to manage; spanning version 5.3 to 6.2 • Lack of direction on when to customize vs use OOTB features • No guidance for sizing and estimating projects - Define a standard method for Pega Implementations • No Service repository for reuse across strategic projects • Lack of business and IT collaboration • No knowledge sharing and collaboration between application development teams • Lack of visibility across strategic partners • No visibility into Pega product framework & licensing
  9. 9. 99 © 2014, Confidential, Pegasystems Inc. AIG Pega CoE Mission: 1 2 3 4 Provide Thought Leadership Accelerate Projects Mitigate Risks Act as Vendor Liaison • Scale Pega projects to enterprise competency • Promote continuous improvement • Provide education & training • Assist with best practices & standards • Guide to employ BPM appropriately • Cultivate robust community of experts • Establish an environment of reuse • User interface & report adoption • Promote Pega OOTB rules vs. Code • Provide “What’s the Best Way” answers • Provide repeatable delivery methodology • Review project designs and code • Provide cost effective BPM expertise & skills • Provide proven templates, checklists and approaches • Performance monitoring of BPM apps • Manage technical issues reported to Pega • Arrange for Pega experts to deliver seminars • Distribute product announcements • Manage Pega software licenses & Frameworks • Manage strategic Pega implementation project
  10. 10. 1010 © 2014, Confidential, Pegasystems Inc. AIG Pega CoE Area of Focus  Pega Applications within: ̶ AIG Property Casualty ̶ Underwriting Focus • 12 Implementations supporting the Underwriting process • Covering Pre-quote all the way to bind, to issuance  Breadth: Global P&C UW Workers Comp. Personal Lines Warranty Ins. Engineering Risk Exp. Quote – Bind – Issues
  11. 11. 1111 © 2014, Confidential, Pegasystems Inc. AIG Application Spotlight - iSUITE  ISUITE’s Central Objective is…  “To get paper off the desk.” The Purpose of iSUITE
  12. 12. 1212 © 2014, Confidential, Pegasystems Inc. “INTAKE” Submissions “CHOREOGRAPHY” Underwriting “SERVICING” SC Requests HIGH VOLUME EFFICIENCIES • Logical Centralization / Geographical Distribution • Automatic Role-Based Work Assignments • Business-Driven Prioritization • Load Balancing • Tracking & Reporting Workflow Architecture of iSUITE & Corresponding Benefits HIGH COMPLEXITY EFFICIENCIES • Real-Time Transfer • Secure/Rights-based Environment • Automatic History and Auditing • Enforced Compliance • User Preference-able & Flexible • Real-Time Statuses • Serial & Parallel Work-streams
  13. 13. 1313 © 2014, Confidential, Pegasystems Inc. “Approvals” and “Tasks” “External Requests” “Service Center Requests”“Workitem Reminders” From Service Center Close Underwriting Workitem New Business Renewals Endorsements 1-step process, with infinite possibilities…
  14. 14. 1414 © 2014, Confidential, Pegasystems Inc. BPM COE Operating Model – AIG • Centralizing and managing Pega development resources enables the COE to: ̶ Establish a stronger link between the COE and Pega projects & applications ̶ Drive reuse ̶ Develop specialists to use across projects & applications ̶ Standardize approaches • Resulting in the following qualitative benefits: consistency, higher quality, increased delivery speed, and reduced cost. Application 1 Project B Project C Project A Application 2Application 3 AIG CoE: Pool of Pega Development Resources Specializing in: – Pega Frameworks – Integration – Maintenance – Refactoring – Etc.
  15. 15. 1515 © 2014, Confidential, Pegasystems Inc. CoE Operating Model – 10 Core Benefits 1. Drive efficiencies ̶ Scale resources/effort across projects 2. Enforce BPM standards ̶ Improve quality ̶ Streamline development ̶ Ensure stable applications 3. Standardize the estimating process ̶ Improve business expectations ̶ Streamline project resourcing 4. Drive reuse ̶ Reduce cost of development ̶ Reduce defects ̶ Speed time to market 5. Develop specialists ̶ Resident experts to quickly deploy 6. Drive use of an agile methodology ̶ Team are able to easily adapt to requirement changes ̶ Reduce cost of development 7. Resourcing flexibility ̶ Greater transparency in project staffing ̶ Ability to adjust resourcing more easily 8. Education & training at pool level ̶ Reduction in overall training costs 9. Strengthen the BPM development community ̶ Faster resolution to problems 10. Improve staff in the pool ̶ Increased exposure to other business areas ̶ Greater knowledge sharing ̶ No downtown
  16. 16. 1616 © 2014, Confidential, Pegasystems Inc. Discussion Topics • Who’s AIG? • Center of Excellence (CoE) ̶ What is a CoE? ̶ AIG Pega CoE Mission ̶ AIG Pega CoE Areas of Focus ̶ AIG iSUITE ̶ AIG Pega CoE Operating Model • CoE Structure & Roles ̶ AIG Pega CoE Model ̶ Team Structure and Roles ̶ Educating the Enterprise • Pega Technology Powering AIG’s CoE • AIG’s CoE Case Studies • Lessons Learned
  17. 17. 1717 © 2014, Confidential, Pegasystems Inc. AIG COE & Project Team Structure AIG CoE Team CoE Manager PRPC CoE Leadership IT Exec Sponsor(s) AIG Pega CoE CoE LSA (2) AIG Pega CoE – Extended Team Engage Directly / Guidance Test Lead Infrastructure Lead DBA Lead Deployment Manager Performance Lead PM Project Leadership SI Delivery Partner PM BA QALSA Project Team(s) BA QA AIG Pega CoE Governance Governance/GuidanceEngageDirectly Enterprise Architect Governance Manager Process Owner(s) Pega LSA CoE SA(s) Enterprise Architect CoE Manager Legend: AIG Delivery Partner Pega Biz Exec Sponsor Pega
  18. 18. 1818 © 2014, Confidential, Pegasystems Inc. Typical AIG CoE Roles CoE Leadership CoE Core Team Project Team • Interacts with executive leadership team and project leadership • Pega BPM project teams have the executive support to do the “right things” • Executive governance • Standardize Pega BPM Delivery • Perform value added services and governance • Own and improve best practices and methodology • Enablement of the project team members (including the business) • Deliver R&D projects • Participate in Program / Project governance • Manage / drive the project • Manage day to day scope and deliverables • Use the current program governance model • Deliver projects according to the initial set of best practices and methodology
  19. 19. 1919 © 2014, Confidential, Pegasystems Inc. AIG Pega CoE – Building Communities LSA Community Forum – Recent Topics • Adding custom validation rules in Pega to emphasize coding guidelines. • Integrating a Pega Application with Google Maps. • What is localization and how to implement it? • Excel file creation with dynamic columns • COE Code Review Process • Automatic Agent Monitoring, Integration connections Testing Portal, Production Health Check • Document Uploader functionality • Reviewing Log Files and fixing exceptions • Security – Types of Authentication
  20. 20. 2020 © 2014, Confidential, Pegasystems Inc. Discussion Topics  Who’s AIG?  Center of Excellence (CoE) ̶ What is a CoE? ̶ AIG Pega CoE Mission ̶ AIG Pega CoE Areas of Focus ̶ AIG iSUITE ̶ AIG Pega CoE Operating Model  CoE Structure & Roles ̶ AIG Pega CoE Model ̶ Team Structure and Roles ̶ Educating the Enterprise  Pega Technology Powering AIG’s CoE  AIG’s CoE Case Studies  Lessons Learned
  21. 21. 2121 © 2014, Confidential, Pegasystems Inc. AIG Pega CoE Leveraging the Pega Cloud • Leverage as Strategic CoE development sandbox (non-production use) • Use cloud to test drive Pega frameworks and PRPC versions • Jump start development teams through application and environment availability Why The Pega Cloud?
  22. 22. 2222 © 2014, Confidential, Pegasystems Inc. Pega Service Repository Becomes the Engine for Reuse • AIG Core Framework is Built on Top of Pega Base Products. AIG Core Framework Situational Layer Cake AIG Core Framework CASL GES KX eStart CMS Excel Utilities SFTP API AIG Pega Core Guardrails AIG Skins, UI, Logos CoE / MW Audit Portal Foundational Data Model Core Work Processes, Flows, Rules Technical Integration Technical: Non-Integration Functional • Case Management • User Interface • Correspondence • Business Rules • Process Management • Integration Services Pega BPM Base Product Pega Underwriting for Insurance Insurance Industry Foundation (IIF) CPM for Warranty Customer Process Manager (CPM) Business Intelligence Exchange (BIX) Internet Application Composer (IAC) Pega Mobile Salesforce Extender Test Management Framework Project Mgmt. Framework PRPC Frameworks (Optional)
  23. 23. 2323 © 2014, Confidential, Pegasystems Inc. AIG CoE Deployment Strategy Powered by Pega Situational Layer Cake GES Framework GES Implementation AIG Core Framework Pega/PRPC Base Product GES Users MNP Framework MNP Implementation AIG Core Framework Insurance Industry FW MNP Users Pega/PRPC Base Product IAC SalesForce Extender WIN Framework WIN Implementation AIG Core Framework CPM for Warranty Service Net Users Pega/PRPC Base Product Warranty FW CPM FW GRASP Framework GRASP US Imp AIG Core Framework GRASP US Users Pega/PRPC Base Product GRASP APAC Imp GRASP UK Users iSuite Framework iSuite Implementation AIG Core Framework Pega/PRPC Base Product iSuite Users
  24. 24. 2424 © 2014, Confidential, Pegasystems Inc. Discussion Topics • Who’s AIG? • Center of Excellence (CoE) ̶ What is a CoE? ̶ AIG Pega CoE Mission ̶ AIG Pega CoE Areas of Focus ̶ AIG iSUITE ̶ AIG Pega CoE Operating Model • CoE Structure & Roles ̶ AIG Pega CoE Model ̶ Team Structure and Roles ̶ Educating the Enterprise • Pega Technology Powering AIG’s CoE • AIG’s CoE Case Studies • Lessons Learned
  25. 25. 2525 © 2014, Confidential, Pegasystems Inc.  The Multi-National Project entails building a new Pega application that integrates with a number of applications and services within AIG.  Some of these integration points are already developed by other Pega applications within Underwriting. Case Study: Project Starter Kit – New Development Challenge  No re-usable asset framework or a starter kit for new Pega Applications to accelerate development.  Resulting in duplication of development efforts across development silos. Solution – AIG Core Framework  Provide reusable framework & assets for integration and application components to be leveraged in existing & upcoming Pega applications.  Store, manage and publish reusable assets from AIG’s CoE Service Repository  15 – 20% reduction in development effort.  Faster time to market Solution – Benefit
  26. 26. 2626 © 2014, Confidential, Pegasystems Inc. • Two of our Pega underwriting applications need to implement SFTP functionality. Pega provides FTP functionality out of the box requiring AIG to make use of java api’s and create utilities and activities. Case Study – Reuse for Identical Business Requirements Situation • No placeholder for the application teams to share their code. • Identical development activities were being done in silos, with no visibility into either project teams. Approach and Solution – AIG Core Framework • Provide a framework/skeleton for the application teams to share new functionality • Empower Application Teams to communicate with the COE regarding the requirements. • CoE Reuse program ensured “Build Once, Use Anywhere” paradigm • 80% reduction in development effort Solution – Benefit
  27. 27. 2727 © 2014, Confidential, Pegasystems Inc. • A common integration used by many Pega applications within underwriting is upgrading its services. • Without reuse all applications would need to make individual changes Case Study – Common Integration Service Situation • Duplication of development efforts on maintenance activities. Approach and Solution – AIG Core Framework • Build a reusable framework that would be the repository of all Integrations and reusable components • Implement a development & deployment strategy by versioning the AIG core framework. • Empower multiple teams to collaborate and contribute in the creation of reusable assets Solution – Benefit • Reuse across 12 Application • Projected to reduce development efforts by a factor of 11 •
  28. 28. 2828 © 2014, Confidential, Pegasystems Inc. Discussion Topics • Who’s AIG? • Center of Excellence (CoE) ̶ What is a CoE? ̶ AIG Pega CoE Mission ̶ AIG Pega CoE Areas of Focus ̶ AIG iSUITE ̶ AIG Pega CoE Operating Model • CoE Structure & Roles ̶ AIG Pega CoE Model ̶ Team Structure and Roles ̶ Educating the Enterprise • Pega Technology Powering AIG’s CoE • AIG’s CoE Case Studies • Lessons Learned
  29. 29. 2929 © 2014, Confidential, Pegasystems Inc. Lessons Learned & Challenges to Consider • Funding: Corporate vs Project level • Pega Expertise to build guardrail compliant BPM apps • Alignment with Enterprise Architecture • Central repository and structure • Management support
  30. 30. © 2014, Confidential, Pegasystems Inc. QUESTIONS & ANSWERS

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