TASC was forced to change a core software solution for its DirectPay HRA service. They had to respond within a limited timeframe with no leeway for project overruns. Just two years earlier, a similar data migration caused significant business disruption. Past struggles elevated the risk, making a smooth transition even more imperative this time around.
In addition to the heightened risk, this project came with additional challenges in size and complexity. The DirectPay product was used by 5,000 employer plans, affecting more than 250,000 participants and dependents. More than 1.1 million transactions needed to be migrated.
In order to alleviate common data migration challenges, Omni began by creating well defined business rules in collaboration with client stakeholders. That process itself had to remain fluid, with ongoing discovery and development happening in tandem in later stages.
To execute the plan, Omni built a complex rules engine that would accurately migrate transactions, adjustments and plan expenses. Developers also built a custom solution for TASC’s multi-tier member plans—a function their new vendor didn’t already support. In addition, Omni updated templates, created custom reports, and built an effective two-way communication tool for timely feedback after launch.
Beyond the technical solution, Omni assisted with change management, conducting town halls with TASC employees and training sessions with TASC clients, updating marketing materials and procedures documents, and distributing ongoing communications to a variety of plan stakeholders.
The data migration was completed 15 days ahead of the mandatory deadline with very few post-migration job tickets or support requests. The successful migration helped TASC maintain core customer services and customer affinity. In addition, thanks to consistent communication and collaboration, TASC’s internal technology team was immediately ready to manage ongoing integration and support issues after launch.