Thanks to special guest Vikram Jahhav CIO, Lacers along with
Lacers digital transformation journey. Recording clip here
Demo of retirement systems. Recording clip here
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Digital Transformation at LACERs: Vikram, the CIO for the City of LA's pension system, shared his journey transitioning LACERS retirement services from paper-based to fully digital operations, with
@MMasood Box -
Core areas of IT scope include customer experience, administration, contracting process (vendors, partners, etc)
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Advent of cloud enabled beginning of digitization journey, which accelerated during COVID
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Once staff were comfortable with digital flows such as e signature, began expanding into functions such as project management and retirement portal and now looking at AI enabled pension admin software
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Change management for digitization and how to overcome challenges:
- Start with convenience for your users, for example, improving search and making it easier to find content.
“Convenience is an end-user empathy mindset and I love Vikram's focus on that as he has deployed Box and his digital innovations. As Job's once said "Start with the end user experience and work backwards" and perhaps that holds water today more than ever. Great share Vikram!”
- What “flipped the switch” was training, passing institutional knowledge from experienced staff to newer staff, using Box Hubs. “Now the benefits analyst has the institutional knowledge at their fingertips”
- Building out Box Hubs for legal opinions going back to 1932 and also building an intranet in Box Hubs. Example uses include funding end date for contracts, etc.
- All parts of operations are now being considered for modernization with data lake, dashboards, etc
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Automating workflows: Over 500 forms, 170 in active use, Vikram is looking to simplify the data intake process using Forms and trigger automated workflows, to reduce processing time. Current process is “death by a thousand paper cuts”
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Looking to the future: The Power of AI in Pension Systems: AI-enabled tools, are redefining operational efficiency. From ensuring accuracy in benefit calculations to streamlining member services. “Government needs to be an employer, however, we also need to eliminate error where possible”. “What is the optimal case load per employee? Can we unlock overtime to reduce costs, identifying information flows to ensure members have what they need” Vikram is looking at benchmarks in social services.
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How can Box AI help? There are many opportunities to improve the customer experience from what is currently an inconsistent customer experience, with lots of different legal opinions on benefits calculations depending on who you speak to. “How do we streamline and ensure everyone is speaking to the same script?” There are many complicated scenarios when it comes to benefits calculations. Box AI can help streamline this whole process by capturing the correct insights from the correct sources.
- “The move to digital forms, combined with AI extraction capability will help reduce repetitive manual tasks”
- “We want to take away the paperwork so we can allow our analysts to focus on the rewarding aspects of the job such as providing a human service to our customers” “How do we make work rewarding?”
- Retirement Systems Demo: Mark Talley showcased how Box file request is transforming document collection for retirement systems, from secure submissions to automated classification
Use of Box file request and forms. Automated classification for PII, with security controls applied.
e signature with Box Sign
Box can also provide an authenticated portal experience. Removing need to download files.
Use of Box Apps to create a dashboard based on metadata for easy search. Meta data can be extracted automatically.
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Security at Its Core: The session wrapped up with a focus on enhancing security measures like ransomware protection and AI-driven data classification.