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Before next Thursday, 7th March - Each team to review their requirements

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Before next Thursday, 7th March - Each team to review their requirements

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Using the Member Portal User Stories Feb 2024 (TIO review before A&D) Excel:

Step 1. Filter by Business area to see your requirements

Step 2. Review the Description for a sense check of the requirement.

Step 3. Each team will add their IN/OUT/ADJUST, note and priority

Step 4. Set the priority for each requirement:

Must have = business critical

Should have = workaround causes significant resource required

Could have = Nice to have

Step 5. We encourage you to quantify the need for a requirement, if you need help with this or have a question about a particular cell, leave a comment.

Step 6: By COB Tuesday 5 March all comments will be responded to.

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Why are we here?

Background - where are the existing Member Portal requirements from?

What are the critical considerations?

Who does the Member Portal involve?

Today's Human Centred Design opportunities

Ideas for the Member Portal we might build

Next Steps

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Project ECHO and Velrada are gearing up to begin the Analysis and Design of the new Member Portal.

The build will happen in phases. An initial go-live is planned for about May 2024 and then smaller releases after.

Right now our plans for the new Member Portal ideas are conceptual. We will: quantify needs, estimate costs, plan to deliver software safely and decide priorities.

We need your help to confirm if the requirements meet our current and emerging needs.

At the end of this session, it will be clear what next week's workshop will achieve together.

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We will present each requirement to the group including evaluation and suggested priority.

The Project ECHO team will update the Portal build schedule.

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Deliver a valued and valuable service to industry.

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Current Forms:

Reclassification

Charge Dispute

Membership or invoice questions

BENEFIT - Members use and are familiar with these forms and expect these services to continue.

New Forms outside of portal:

New Membership Application

Land Access Matter

BENEFIT - These forms would be part of a digital onboarding experience for new members and carrier representatives, to set things off on the right foot.

New Forms inside the portal:

Annual Membership Renewal

Add or update a Member Contact

BENEFIT - Membership administration will offer more self-service experiences, less data entry and maintenance for TIO.

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Background - Member Portal requirements from 2020 to now

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Background - Member Portal requirements from 2020 to now

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In February 2022 we sent out our Request for Proposal to potential vendors. In this documentation, we defined the conceptual scope of the new portals. We developed a list of 42 requirements including new member forms, self-service reports, and case dashboard and interaction features based on our knowledge of our existing Member Portal, engagement with members, and our limited knowledge of the Microsoft Power Platform.

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Finance Team

Data Team

Ops Excellence

Member Services

Land Access

Legal

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Member Land Access Representatives

Member Case Handlers

Member Gatekeepers/Managers/Analysts

Member Finance team members

Member Executives/Administrators

Top 10 members

Members with medium complaint volume

Members with low or no complaint volume

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Filter cases by date.

Filter cases by status - Open or Closed.

Click through the case to interact securely with documents and other details.

Share files directly with us securely - reduce the need for members to use third-party secure file-sharing tools.

BENEFIT - Members value real-time visibility of complaint data and a secure platform to share information.

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Repository of knowledge articles and training content

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Repository of knowledge articles and training content

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Member-specific information about their obligations, TIO Complaint Handling Procedures, MNews and case fees

Webinars

BENEFIT - Members engage with information and events when we share specific topics of high value to them, new fees and training they perceive will advantage them.

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The current reporting offering includes Daily, Weekly, Monthly, Quarterly, and Annual member reports.

We envisaged moving these static reports to a self-service model where members themselves would interact with their data or industry-wide data to create reports that are more relevant or meaningful to their purposes.

BENEFIT - The reporting team currently juggle several legacy technologies to produce reports. Moving to a single data set that exposes information to members based on membership and access level will be less error-prone, standardise reports and allow them to do more analysis of data for insights. Members will be able to filter this data themselves to produce the reports they want.

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We manually process Credit card payments over the phone from our small members.

BENEFIT - A payment gateway makes those transactions more convenient and secure.

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We'll arrange a demo of an existing member portal through Velrada and the Microsoft

network.

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Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact.

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We'll establish a plan and resume communicating with members about Portal, including:

Top 10 meetings

MNews

Webinars to provide engaged members spaces to prepare, question and contribute meaningfully to the new Portal.

An initiative for members to help us test the site and features before going live (UAT)

Changes to reporting might be a higher impact for some members, they will need 12 to more week heads up

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Member Services - automation of communication to support quarterly member data publication. From July 1, 2024, we will publish complaint numbers. Before we publish we give members (~200) the opportunity to see, question and confirm these numbers.

Member Portal landing page to facilitate non-member access to information for them to consider the obligations and costs of the membership.

Data Team - a portal for regulators to access monthly reports to move away from the manual process of emailing.

Finance Team - reporting to support the visibility of referral and case fees belonging to invoices. This has been a pain point for finance and members for a long time.

Finance and Legal Teams - require access to view all dimensions of the member portal.

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Some lenses to look at the Member Portal scope:

What do members currently rely on - Do our requirements reflect what members use in our existing Portal?

What can Power Platforms do - Are we leveraging what Power Portals can deliver?

Does this enable new positive ways of working - Is technology an enabler for us to deliver better experiences in alignment with Today's human-centred design opportunities?

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Project ECHO's draft new Member Portal dates 

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Project ECHO's draft new Member Portal dates 

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TIO officers, consumers and members contributed to the whole of system synthesis of experiences, pain points and opportunities.

See page 47 of the attached pack to see the documented experiences and detailed recommendations Today made. Including 5 Opportunities:

1. Start off on the right foot

2. Help all parties understand each other

3. Provide the tools to work together

4. Encourage progress and resolution

5. Enable continuous improvement