Implementation Management Guide
Table of Contents
1 Overview ... 2
2 Implementation Scope ... 2
3 Implementation Workflow ... 3
4 Introductions and scheduling of Kick-off Meeting ... 4
5 Kick-Off Meeting Objectives & Agenda ... 5
6 Kick-off Meeting Recap Email ... 6
7 EDI Files ... 6
8 Weekly Status Reporting ... 7
9 Request for Deduction Audit ... 7
10 Internal Testing ... 8
11 ClientTraining………8
12 Client Testing ... 9
13 Client Sign Off ... 9
14 Internal Transition (with Account Manager) ... 10
1
Overview
This document describes the process by which an Implementation Manager should drive a client implementation of InfinityHR.
The standard implementation of InfinityHR should not exceed eight to twelve weeks and as such, must be managed to that schedule. Ultimately, the Implementation Manager is responsible for ensuring a timely and satisfactory implementation.
In some cases an implementation will exceed eight to twelve weeks. However, it is the Implementation Manager’s responsibility to communicate with all parties involved as to what lead to the extended implementation and to appropriately set expectations along the way. If an implementation extends beyond the eight to twelve week period, it should not be a surprise to anyone involved.
2
Implementation Scope
The guideline below shows the scope of activities provided. The Implementation Manager shall complete and manage the activities identified up to the amount of hours specified per activity. In general the activities and time frames defined below represent a sufficient amount of support and hours to successfully implement the Product.
Should the Account request additional activities to be performed by the Implementation Manager during the implementation or for InfinityHR Resources to spend more than the allocated amount of time defined on any activity identified below, InfinityHR shall reserve the right to charge an additional fee. The Account may request additional hours by submitting a written email to the assigned Implementation Manager. Charges for additional services will be included on the next invoice per the normal Billing cycle.
Implementation Activity Hours Allocated
Kickoff Meeting 2
Data Imports (employee, dependent, compensation, etc….) 6 Benefit Structure Configuration and Eligibility Rules 8 Configuration of HR Components (Time Off, Time & Attendance, etc….) 10 Configuration of New Hire and Open Enrollment Events 2
System Testing 16
Administration Training 8
Post Training Configuration / Changes 8
Third Party Export Configurations 24
General Account Management Activities / Meetings 12
3
Implementation Workflow
An InfinityHR Sales Manager will initiate an implementation workflow for a client once a contract has been signed by the group. The initiation of this workflow is the starting point for an account
implementation. The Implementation Manager for the new client will receive an email displaying the first step in the implementation workflow when the workflow is initiated.
The Implementation Workflow (configured through the InfinityHR Enterprise Portal) shall drive the Implementation Manager through all of the tasks that should be completed as part of a standard implementation. This workflow may be modified from time to time to reflect the most recent features of InfinityHR as well as changes to the implementation process.
In some cases, a Broker may wish to be involved in the implementation of an account. The Sales Account Manager shall be responsible for notating this in the Account Notes prior to initiating the Implementation Workflow. The Sales Account Manager will provide the names and email addresses of each Broker Contact in the Notes, as well as any other relevant information. If a broker does wish to be involved in the implementation, then the contacts specified in the notes should be included on all meetings and status emails pertaining to the implementation.
The Implementation Manager is responsible for keeping the Implementation Workflow up to date throughout the entire process. Workflows should be reviewed on a daily basis to ensure accuracy. The
accurate management of workflows is extremely important for both billing and process analysis within ISS.
4
Introductions and scheduling of Kick-off Meeting
The first step in the implementation process is for the Implementation Manager to send an email
(template below) introducing himself/herself to the group, deliver the implementation documents, and to schedule a Kick-off call with the client.
It is expected that this step be completed within 24 hours of the kick-off of the Implementation workflow.
EMAIL TEMPLATE
--- Hello <Contact Name(s)> ---For Brokers---
Welcome to InfinityHR! My name is <ISM Name> and I will be assisting you with the implementation of <Client Name> into InfinityHR.
---For Direct Accounts---
Welcome to InfinityHR! My name is <ISM Name> and I will be assisting you with the implementation of your InfinityHR system.
---
I am attaching the InfinityHR Implementation documents to assist in gathering the necessary information. Please use these to help you gather the necessary information.
I would also like to schedule a kick-off conference call to discuss the implementation and the information needing to be collected. Please let me know your availability and I will schedule a conference call for everyone that needs to attend.
Thank you and I look forward to working with you. <ISM Name>
5
Kick-Off Meeting Objectives & Agenda
The following are the objectives of the Kick-off Meeting:
Begin to develop a positive relationship with the client.
Provide a sense of order and simplicity to the implementation process.
Review the “Roles & Responsibilities” associated with the implementation.
Review the data template documents.
Communicate that a weekly status email will be delivered each week listing out Implementation progress as well as outstanding items needed from client.
The following template should be used for the Kick-off Meeting. This agenda should be emailed to all relevant parties at least 24 hours prior to the meeting. The kick-off meeting should be scheduled for one hour.
Agenda
Introductions
Review of Agenda
Implementation Priorities & Timeline
Review of Roles and Responsibilities
Review Implementation Documents
o Implementation Questionnaire
o Benefit Structure & Additional Questions (if applicable)
o Data Imports
o Additional Documents (if needed for other Modules)
Questions and Answers
6
Kick Off Meeting Recap Email
Shortly after the completion of the Kick-off meeting, a meeting recap should be sent out highlighting the items discussed. This should be sent out no later than 2 hours after the meeting.
EMAIL TEMPLATE
---
Hi _______,
Thanks for taking the time to join the call today.
Here is a recap of what we reviewed:
- We will be implementing _______ (list all applicable modules)
- We will be building carrier feeds for _____ (list all carriers if discussed on call) - We have a “Go Live” Date of ______ (list if discussed on call)
- I have attached the PowerPoint we reviewed on our call today.
Here is a list of who will be providing what:
- Questionnaire:______
- Benefit Structure: ______ (if applicable) - Data Imports:_______
- Any other documents (if applicable)
7
EDI Files
An EDI Specialist will be assigned once the client turns in the Implementation Questionnaire and all carrier contact information is loaded into the system. EDI Specialists will be assigned based on their workload – reach out to your contact at Infinity for an assignment. Once you have an EDI Specialist assigned you will need to send an email to the client and cc the EDI Specialist making an introduction.
EMAIL TEMPLATE
--- Hi ________,
I want to introduce you to _________, who will be our EDI resource for creating file interfaces to:
Carrier 1
Carrier 2
Carrier 3
He/She will work directly with each carrier. He/She may reach out to you with questions and as the process progresses with data discrepancies that require your review and attention. I will remain in the loop on this throughout the process.
8
Weekly Status Reporting
Each week a status email should be sent to all relevant parties. Additionally, the following individuals inside ISS should be copied:
EDI Specialist (cc)
The weekly Status Report email should follow the following format/outline:
EMAIL TEMPLATE
---
Weekly Status Report
Implementation Start Date: <date of kick-off meeting>
Projected Implementation End Date: <projected date of implementation completion> Estimated Completion %: <completion percent from Implementation Workflow> Status: <behind schedule | on track | ahead of schedule>
Activities completed for the past week:
<Bulleted list of activities completed>
Important notes:
<Bulleted list of any important notes: i.e. data not yet received that is behind schedule, carriers that are not responding, etc….>
Activities slated for the week ahead:
<Expected activities for week ahead>
EDI File Feed Update:
<List all files they are having built with their updates> The EDI Specialist will make their workflows public so you can provide an accurate update each week according to their notes>
9
Request for Deduction Audit
The reason we include this step in our implementation is because it is a valuable tool in confirming that we have imported the correct benefit elections and that the rates that are being calculated within InfinityHR are in synch with the deductions being taken within payroll. Often times, this exercise will also catch deduction mistakes that may exist within payroll. A 2nd deduction audit may occur if the first had a
lengthy list of discrepancies. You can send out the same email with some modifications letting the client know you are requesting an updated deduction file to run a final deduction.
EMAIL TEMPLATE FOR INITIAL DEDUCTION AUDIT REQUEST
--- Hello <Contact Name(s)>
We are at the point in the implementation of InfinityHR where we are ready to perform a deduction audit between your payroll system and InfinityHR. The reason we include this step in our implementation is because it is a valuable tool in confirming that we have imported the correct benefit elections and that the rates that are being calculated within InfinityHR are in synch with the deductions being taken within payroll. Often times, this exercise will also catch deduction mistakes that may exist within payroll also. Please review the attached deduction format. Please work with your payroll administrator to export all active deductions from your payroll system in this format. In order to keep our implementation on track, we ask that you please return this information within 5 business days.
Once I have received this information, I will be performing an audit of the deductions that exist within Payroll against those that are being calculated within InfinityHR. I may require your assistance in resolving any conflicts that I find.
If you are unable or do not wish to provide this information, we will still continue with the
implementation. However, it is important to note that this will increase the likelihood of data and rate errors being found after implementation is complete. In the event that you do not wish to provide this information, I would request that you reply to this email confirming that request.
Thank you for your continued cooperation. <ISM Name>
10
Internal Testing
After all data imports are loaded and the benefit structure is complete you can begin the internal testing process. The steps are as such:
Step 1: Ask another IM to review the structure/rates you built.
Step 2: Create Benefit Records for all waives.
Step 3: Recalculate benefit costs.
Step 4: Conduct the Audit and list discrepancies for the client to review.
Step 5: Enable New Hire and Open Enrollment events.
Step 6: Add a “Test Employee”, process for benefits and walk through an event.
Step 7: Clean up Alerts (if possible)
Step 8: Verify “Sync Process Check List” has been completed (if applicable)
11
Client Training
Client training is broken out into several 1 hour segments. Below is a general template to follow. It may be subject to change based on the modules in use. Make sure to include the ongoing Account Manager (if applicable) on all training calls and follow up emails. The order of the trainings below can be shuffled due to the client’s priorities.
** These sessions are subject to change based on modules in use and how they are prioritized**
Session 1 – Getting Started: 1 hour
o Review of the Resource Center
o Employee Portal Overview
o How to customize the Employee Home Page
Session 2 – Benefits Review: 1 hour
o Adding New Hire to the system
o Processing a New Hire for benefits
o Walking through an Enrollment Event
o Approving an Event from Admin Portal
o Verify Rates/Premiums
Session 3 – Benefits Review: 1 hour
o Terminating an Employee/Benefits
o How to make benefit changes (mid-year change)
o How to add dependents
o Alerts
o Eligibility Rules
Session 4 – Benefits Final Review: 1 hour (*if using other modules this will go at the end)
o Test Plan Questions Final Review
o Next Steps
o Plan for Transition to AM
Session 5 – Applicant Tracking: 1 hour
o How to configure the Recruiting Portal Start Page
o How to Configure the Applicant Portal
o How to Link to the Recruiting Portal (iFrame – Permalinks)
o Review Advanced Settings: Email Templates
o Review Advanced Settings: Referral Sources
o Review Advanced Settings: Decline Reasons
o Review Advanced Settings: Manager Permissions and Restrictions
o Review Advanced Settings: Settings and Workflows
o Review Advanced Settings: Employment Screenings
Session 6 – Workflows: 1 hour
o Workflows: System Wide Events
o Workflows: Workflow Resources
o Workflows: Email Reminders
o Workflows: Documents and Echosign
o Workflows: Prefilled Forms and Surveys
o Workflows: Info Modules
o Manual Trigger (Single Resources and All Employees)
Session 7 – Time Off: 1 hour
o Holidays and Blackout Dates
o Workflows and Accrual Email Template Tabs
o General Settings
o Building Accrual Rules with Examples
o Calendar, Reports and Dashboard Tabs
o Accrual Utility and Data Management
Session 8 – Time & Attendance: 1 hour
o Explain Pay Rates and Configure an Example (if applicable)
o Explain Pay Groups and Configure a Default
Discuss Reasons Additional Pay Groups May Be Required)
o Review Entry Assignments Tab
Demonstrate How to Filter and Assign Values to Employees
o Discussion on Use of Projects
Demonstrate the Creation of a Project
o Explain IP Restrictions, Workflows and Time Clock Config Tab
o Review in Details the General Settings Tab
o Configuring Settings Relevant Tabs in Time Records
Employee Assignments (if applicable)
Custom Pay Rates (if applicable)
Scheduling (if applicable)
o Explanation of the Recalculation Utility
Session 9 – Performance Management: 1 hour
o PM: Reviews
o PM: Training
o PM: Positions
o The Employee Menu: Reviews; Add a Review Form
o The Employee Menu: Employee Homepage
o The Employee Homepage: My Reviews Tab
o The Employee Menu: Training; Add a Training Item
o The Employee Menu: Positions; Add a Position
12
Client Testing
Once the internal testing has been completed, we will ask the client to perform their own testing to ensure that the system has been set up according to their expectations. The InfinityHR test plan is broken out into segments and is required to be completed after each training. The client must sign off and return each Test Plan segment before the next training can occur.
13
Client Sign-off
It is the standard practice of InfinityHR to begin billing an account either 60 days following the signing of the Product Agreement or after the initial Administration Training (whichever comes first). However, it shall be the policy of InfinityHR to not deliver any production carrier and/or payroll files through the application until a formal sign-off is received from the client indicating that the client has tested and approved the implementation.
The email template below shall be used for requesting the client sign-off. The Implementation Manager must receive a reply to this email indicating client “sign-off”. The received email must be attached to the Notes Section of the Account using “Client Sign-Off” as the attachment name.
EMAIL TEMPLATE
--- Hello <Contact Name(s)>
I am happy to report to you that we are nearing the end of the implementation phase of
InfinityHR. Please note that we are at the end of the testing phase and are now at the point of receiving your sign-off that the system has been configured according to your specifications.
Please take a moment to reply to this email indicating that you have completed your testing of the system and that we are ready to close the Implementation Phase. Once, I have received your sign-off, I will be transitioning your Account to your ongoing Account Manager. However, I will still be available to assist your new Account Manager should any questions arise related to this implementation phase.
In the rare case that we are unable to receive a response from you in a timely manner relating to the sign-off of the system, we will assume that the implementation has been completed and that you have completed your testing. In this case, I will move forward with the transition to your ongoing Account Manager.
Thank you for your work in completing the implementation. It has been a pleasure to work with you. <ISM Name>
14
Internal Transition (with Account Manager)
Once the client trainings are complete you should have an Internal Transition with the ongoing Account Manager (if applicable). The Implementation Manager should meet with the AM for 30 minutes to review the client details. This needs to be done at least 1 week prior to the client transition.
15
Client Transition
A transition call will need to be scheduled with the client and the ongoing Account Manager. Below is the agenda for that meeting.
Introductions
o Modules in Use
o Training Provided
o Phase II (if applicable)
Status of EDI Feeds
Review Roles & Responsibilities
Q&A/Next Steps
Once the meeting is complete the email below should be sent out with the PowerPoint presentation. The new Account Manager and Sales Manager should be copied on the email.
EMAIL TEMPLATE
--- Hello <Contact Name(s)
I am happy to report that we have reached the end of the implementation phase for InfinityHR. I will be closing the implementation and transitioning you to your ongoing Primary Account Manager who will be available to help you with any issues that arise in the future and provide any additional training you need. Your Account Manager will be contacting you shortly in order to make introductions. Thank you for this opportunity to serve you.
Primary Account Manager <Account Manager Name>
Email: [email protected] Secondary Account Manager
<Secondary Account Manager Name>
Email: [email protected] Sales Account Manager <Sales Manager Name>
Email: [email protected]
<ISM Name>
Now that we have reached the end of your implementation, we would like to get your feedback on the process.
I will be opening up a Survey for you that will appear on your Administration Portal Homepage. This is a short survey that will provide us with your level of satisfaction of the implementation process and the service you have received. This survey will be confidential, and only visible to our management team. Thank you for your continued cooperation.
