Transformation Blueprint Job Aid

Persona Alignment

Color coding for whether  pain points apply for the customer, provider, or both (but can be used for other stakeholder breakouts)

Pain Point Magnitude

Description of the three ranges of pain point magnitude (in this example, hours spent)

Pain Points

The pain points and level of magnitude (based on size of bubble) are shown along the journey aligned to phase

Phases of the Journey

Indicates beginning of each major phase of the analyzed process

Pain Point Category 

Common categories related to the nature of challenge for each pain point

Solution Types

Groups of common solutions to resolve one or more pain points with descriptions

The DEEE transformation blueprint template is intended to help visualize and communicate pain points and solutions across a process.

LEAD ∙ TRANSFORM ∙ DELIVER

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B2C-006:

Collections must be processed by Provider Agency before Customer Agency Accountants are able to view updated balances within Oracle.

B2C-005:

Provider Agency personnel manually notify some Customer Agencies of completed requests via email.

Sample – B2C Current State Pain Points

Prioritized pain points are illustrated throughout the analyzed process in their current state including magnitude, persona alignment, and pain point category information.

B2C-003:

Customer Agencies lack real-time data regarding receivables and associated payments, so they utilize unofficial Access databases to reconcile against Oracle data.

B2C-004:

Provider Agency uses a shared inbox to manually receive, track, and self-assign agency requests.

B2C-008:

Customer Agencies do not have access to a real-time AR aging report. 

B2C-009:

Provider Agency often must reach out to Customer Agencies to request information not included in the Collections Information Repository (CIR) Report.

Provide Service (or Goods)

Establish Payer

Create Customer Bill and Receivable 

Adjust Charges

Process Collections

Report

Legend

Pain Point Magnitude

Persona Alignment

Customer

Provider

Pain Point Category

Manual Process

Redundancy

Inefficient Handoff

Bottleneck

Unofficial Workaround

B2C-001:

Customer Agency creates Excel request template for all AR tasks.

B2C-002:

Collecting required data for TROR reporting is a time-consuming, manual process.

Low 

(<2K Hours)

Medium

(2K-5K Hours)

High 

(5K+ Hours)

Assess Charges

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Enable Customer Agency to pull real-time AR aging data

Resolve issues arising from inefficient timing of standard batch files

Eliminate the need for redundant, error-prone Access databases

Reduce/Optimize improvement opportunities organized into categories by solution and aligned to the pain points each addresses.

Providing Oracle BI 

access & training can...

B2C-002:

Collecting required data for TROR reporting is a time-consuming, manual process.

Establish Payer

Process Collections

Report

Accelerate processes, reduce missed requests and better-balance workload 

Reassigning Provider Agency 

responsibilities can...

Result in the systematic production of TROR reports 

Leveraging existing Oracle functionality can...

B2C-006:

Collections must be processed by Provider Agency before Customer Agency Accountants are able to view updated balances within Oracle.

B2C-003:

Customer Agencies lack real-time data regarding receivables and associated payments, so they utilize unofficial Access databases to reconcile against Oracle data.

Sample – B2C Reduce/Optimize Solutions

B2C-004:

Provider Agency uses a shared inbox to manually receive, track, and self-assign agency requests.

Legend

Pain Point Magnitude

Persona Alignment

Customer

Provider

Pain Point Category

Manual Process

Redundancy

Inefficient Handoff

Bottleneck

Unofficial Workaround

Low 

(<2K Hours)

Medium

(2K-5K Hours)

High 

(5K+ Hours)

Provide Service (or Goods)

Assess Charges

Adjust Charges

Create Customer Bill and Receivable 

B2C-008:

Customer Agencies do not have access to a real-time AR aging report. 

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B2C-005:

Provider Agency personnel manually notify some Customer Agencies of completed requests via email.

Sample – B2C Digitize Solutions

B2C-001:

Customer Agency creates Excel request template for all AR tasks.

B2C-009:

Provider Agency often must reach out to Customer Agencies to request information not included in the Collections Information Repository (CIR) Report.

Establish Payer

Process Collections

Report

An Electronic Data Interface* solution can...

Allow users to exchange data automatically with data validation and no manual intervention

Eliminates the need for some ad hoc communication by automatically pulling required information into Provider Agency systems

Automatically compile and report relevant agency TROR data and produce report

Track action / ticket status and notify customer agencies of request completion

A Smart Workflow can...

Automatically assign pending tasks to appropriate personnel and track progress

An Intelligent Automation

tool can...

B2C-002:

Collecting required data for TROR reporting is a time-consuming, manual process.

Digitize improvement opportunities organized into categories by solution and aligned to the pain points each addresses. Note there may be multiple solutions to a pain point across Reduce/Optimize, Digitize, Innovate.

Legend

Pain Point Magnitude

Persona Alignment

Customer

Provider

Pain Point Category

Manual Process

Redundancy

Inefficient Handoff

Bottleneck

Unofficial Workaround

Low 

(<2K Hours)

Medium

(2K-5K Hours)

High 

(5K+ Hours)

B2C-004:

Provider Agency uses a shared inbox to manually receive, track, and self-assign agency requests.

Provide Service (or Goods)

Assess Charges

Adjust Charges

Create Customer Bill and Receivable 

*Scaling automation of data exchange may indirectly eliminate other pain points

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| Improvement Recommendation                            | Potential Solution                                                                                          | Pain Points Resolved                                                                                                                                                        | Pain Point Magnitude / Annual Workload* |       | Solution Value | B2C Process Scalability |
|-------------------------------------------------------|-------------------------------------------------------------------------------------------------------------|-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------|-----------------------------------------|-------|----------------|-------------------------|
| Reduce/OptimizeOracle BI Access and Training          | Provide additional Oracle BI access, support, and training to customer agencies                             | B2C-008: Customer Agencies do not have access to a real-time AR aging report                                                                                                |                                         | 1,640 |                | High                    |
|                                                       |                                                                                                             | B2C-006: Collections must be processed by Provider Agency before Customer Agency Accountants are able to view updated balances within Oracle.                               |                                         | 120   |                |                         |
|                                                       |                                                                                                             | B2C-003: Customer Agencies lack real-time data regarding receivables and associated payments, so they utilize unofficial Access databases to reconcile against Oracle data. |                                         | 100   |                |                         |
| DigitizeSmart Workflow Enablement                     | Streamline AR requests, task assignment, and task completion notifications through Enhanced Smart Workflows | B2C-001: Customer Agencies manually complete Excel based request templates for all AR tasks.                                                                                |                                         | 6,300 |                | High                    |
|                                                       |                                                                                                             | B2C-004: Provider Agency uses a shared inbox to manually receive, track, and self-assign agency requests.                                                                   |                                         | 3,900 |                |                         |
|                                                       |                                                                                                             | B2C-005: Provider Agency personnel manually notify some Customer Agencies of completed requests via email.                                                                  |                                         | 150   |                |                         |
| DigitizeIntelligent Automation                        | Automate TROR data compilation, AR task assignment, and task completion notifications                       | B2C-002: Collecting required data for TROR reporting is a time-consuming, manual process.                                                                                   |                                         | 7,100 |                | Medium                  |
|                                                       |                                                                                                             | B2C-005: Provider Agency personnel manually notify some Customer Agencies of completed requests via email.                                                                  |                                         | 150   |                |                         |
|                                                       |                                                                                                             | B2C-004: Provider Agency uses a shared inbox to manually receive, track, and self-assign agency requests.                                                                   |                                         | 3,900 |                |                         |
| Reduce/OptimizeLeverage Existing Oracle Functionality | Configure specialized TROR report within Oracle to streamline data compilation and reporting                | B2C-002: Collecting required data for TROR reporting is a time-consuming, manual process.                                                                                   |                                         | 7,100 |                | Medium                  |
| DigitizeElectronic Data Interchange                   | Implement an EDI solution to eliminate error-prone templates                                                | B2C-001: Customer Agency creates Excel request template for all AR tasks.                                                                                                   |                                         | 6,300 |                | Low                     |

 Solution Value

Improves CX

Enhances Controls

Increases Process Speed

Persona Alignment

Customer

Provider

2

3

Additional

Considerations

1

Sample - B2C Pain Point Solutions by Category

The table below provides a consolidated view of process pain points and solutions presented throughout the Transformation Blueprint by solution category.  

Low 

(<2K Hours)

Medium

(2K-5K Hours)

High 

(5K+ Hours)

Pain Point Magnitude

* Annual workload estimated based on input from Provider and Customer Agency accountants.

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