Recordkeeping Support Outsourcing Transition

A US Government Agency focused on providing retirement solutions for government sector employees was running SunGard’s Omni Defined Contribution system with unique requirements around storage of transaction history and volume of participants. This agency was bringing in a new team to manage their current retirement program, outsource IT and provide Recordkeeping operational support and perform the transition from the existing vendor without downtime or negative impact to the client or participants.

The objective was to take over the modernization program, institute ITIL policy, practice and procedure and create a more formalized SDLC model to address a significant backlog of enhancement tickets and infrastructure that was end of life. Long term, this client desires to implement a more formalized SLDC model and perform several significant upgrades to their suite of Omni products.

EI was asked to provide a large staff of retirement experts with functional business expertise as well as technology support expertise for SunGard products. A large number of knowledge transfer sessions were necessary as this client had large numbers of very specific manual processes that needed to be performed at very specific periodic intervals in order to meet business requirements.

EI was engaged to manage all aspects of the agency’s modernization program that pertained to retirement plan functional support as well as technical support of the Omni product suite and other SunGard applications such as EXP AG in the distributed space. One of EI’s top program managers was assigned to direct the overall retirement services program for this client and a team of functional and technical experts with decades of retirement experience with major retirement companies was put in place to participate in knowledge transfer sessions and job-shadow existing vendor resources to effectively and efficiently understand how the current business and technology processes of this client were working.

EI’s team of retirement industry experts partnered with the technology support organization and the client’s functional representatives to:

  • Improve Recordkeeping year over year, implementing continual service improvement approaches for hundreds of SOPs the agency was executing on varying frequencies as part of normal operations
  • Evaluate the enterprise application portfolio surrounding the Omni platform identifying business services and articulating a strategy to address their challenges
  • Help establish a best-practices model of technology support
  • Participate in hundreds of person-hours of knowledge transfer sessions
  • Work closely with the in-place vendor to job shadow all important business functions prior to program transition
  • Put in place technology experts to begin the process to move the technology organization towards a more mature SLDC model
  • Develop well documented and disciplined daily stand-up meetings to ensure that no important task or functional responsibility was overlooked

The program was transitioned to EI’s functional and technology support teams without any incidents that were client-impacting and daily operations continued to function normally.

A best-practices ITIL technology support model was established during the program transition to ensure rapid and effective response to any potential client impacts. Longer term, the organizational foundations were put in place to begin moving this client to a mature SLDC model for software development and support of this client’s diverse set of software products.