ewic: Preparing for a New System and Understanding Organizational Change

Transcription

1 ewic: Preparing for a New System and Understanding Organizational Change 1

2 Agenda The Management Information System (MIS) Team Presentation The Organizational Change Management (OCM) Team Presentation Q&A 2

3 Preview of the System for California s New MIS 2018 CWA Annual Conference

4 Agenda Introductions & System Overview Clinic Module Highlights WIC On the Web (WOW) Overview Certification Process Appointments Training Plan Highlights Review types of training offered Computer Based Training (CBT) Example Three Sigma Software Proprietary Material

5 Introductions & System Overview Three Sigma Software Proprietary Material

6 History of the WIC on the Web (WOW) System WOW System has been transferred to many states including Florida and New York System is customized to meet each WIC Program s needs California will be able to leverage the best features from each system Three Sigma Software Proprietary Material

7 NYWIC System 3 Sigma has proposed transferring the New York system to California Base system was used in New York and Florida Has features designed for larger WIC programs and clinic operations Demonstrating NYWIC features today Clinic module overview Three Sigma Software Proprietary Material

8 System Overview - General Features System runs in your web browser on State s network Internet Explorer Chrome Fully automated, paperless system Document scanning and Electronic Signature Pad Interfaces allow for documents to be scanned and signatures to be captured electronically Eliminates paper filing system; participant records stored in the system Three Sigma Software Proprietary Material

9 System Overview - General Features (cont.) Fully EBT Compliant Support for EBT Card Readers Integrates with all EBT providers Three Sigma Software Proprietary Material

10 System Overview - Layout and Navigation Three Sigma Software Proprietary Material

11 Introduction to Guided Scripts Work-flow navigation using the Guided Script The Guided Script streamlines and standardizes the certification process Guided script changes based on appointment type Notifies users of incomplete steps Supports enforcement of program policies Allows for easy transition between staff members serving the family Three Sigma Software Proprietary Material

12 Introduction to Guided Scripts (cont.) Reduce participant time spent at clinic, increase participant satisfaction, and increase staff time spent with participants Allows staff more time to perform nutrition education Automatic generation of risk factors, suggested nutrition education topics based on identified risks Three Sigma Software Proprietary Material

13 Three Sigma Software Proprietary Material Clinic Module Highlights

14 Search Features

15 Many Ways to Work Daily Schedule Allows access to the clinic s appointment schedule You can open the Daily Schedule using the Jellybean menu Or using the traditional menu Or using the Navigation Icons

16 Daily Schedule Displays clinic schedule and appointments Primary method to check in a family Easily change dates or location Calendar is customized based on clinic s hours of operation and staffing Appointments appear in grid, color coded by status Walk-In participants are tracked Open an appointment by double clicking on it or Open Record Easily move or cancel appointments

17 Mark Onsite When opening a scheduled appointment you can mark all or some family members on site When recording a walk-in you can identify the appointment type needed

18 Clinic Module Onsite List Tracks all participants in the clinic Displays workflow steps completed and wait times Allows staff members to access and open their records to the next workflow step Look into any site in local agency. Open record to next step by clicking participant row or Open Record.

19 Applicant Screening First step in establishing household and participant data Automatically performs a statewide duplicate search when saved

20 Household Information Retains data from Applicant Screening process Generates completed voter registration forms

21 Income Information Allows for verification of adjunct eligibility (manual or automated) Supports entry and calculation of income from all household members

22 Participant Information Toggle box (shown below) allows for selection of participants All family members can be recorded at the same time

23 Cert Action Certification category selection customizes remaining workflow steps

24 Cert Action BF Information When certifying a breastfeeding mother, the system collects information to ensure that correct breastfeeding category is assigned

25 Breastfeeding Information Breastfeeding survey customized to meet state needs Issue breast pumps and kits with inventory tracking

26 Anthropometric Data Participation category specific collection of anthropometric data Automated risk factor calculation and assignment

27 Growth Charts Support for all standard growth charts Support for Fenton low birth weight and Down syndrome charts

28 Nutrition Risk Risk factors can be system assigned or manually assigned based on program policies High risk participants receive special risk indicator visible on all pages

29 Food Prescription Food allergies are visible when prescribing food Food packages and scheduled changes can be viewed

30 Customize Food Package Food packages can be easily customized Calculators track and alert user to under/over issuance Food allergies are identified in red

31 Issue Benefits Issued benefits are sent to EBT processor and are immediately available Proration policies are automatically enforced Future month benefits are automatically sent each month

32 EBT Integration Real-time benefits lookup with EBT processor View current redemption status and print remaining benefits

33 Household Summary When opening a previously certified household, the Household Summary screen summarizes their appointment history, certification history, and current food packages

34 Schedule Appointment When scheduling the next appointment, appointment time preferences can be identified and saved

35 Selecting an Appointment Participant is provided a list of future appointments to choose from that meet their scheduling needs

36 Participant Mobile Application Support Can support a state customized mobile application to support clinic functions. Participants can: Locate clinics and WIC approved vendors Access WIC program resources View benefit balances and check foods in the store View upcoming appointments, what to bring, and receive reminders

37 Training Plan Highlights

38 Training Effective Training is the Key to Success! Three Sigma Software Proprietary Material

39 Training User Acceptance Testing (UAT) Training - to include any local agency staff involved State WIC Program Staff Training Pilot Training - Solano County WIC local agency staff System Rollout Training - remaining local agency staff in a phased rollout Help Desk Training Train-the-Trainer

40 Training Prepare Me, Tell me Training Materials Online Training Materials PDF searchable Training Environment maintained throughout process Training Materials updated with user feedback Show Me, Let Me Instructor Led Clinic Training Classroom Setting Hands-On Exercises Follow Clinic Processes Exercises Build on Learned Activities User Surveys / Feedback

41 Training Help Me System Assistance On-Site Assistance On-Call Assistance

42 Training Sample Computer Based Training (CBT) Video

43 Thank you!

44 Getting Ready for Significant Change: New MIS and EBT The Organizational Change Management (OCM) Team 44

45 Agenda What are BPR and OCM? How will BPR and OCM help Local Agencies? What is our Change Approach? How can you Begin Preparing? Q & A 45

46 Business Process Reengineering (BPR) BPR is changing existing or As-Is business processes to improve the customer or participant experience, reduce transaction time, and improve productivity, efficiency, and operational cost. Understanding As-Is processes is an important part of preparing for change and is critical to successfully preparing for a new way of doing business. 46

47 Organizational Change Management (OCM) OCM is the people side of change understanding how a change will effect people and helping them prepare. 47

48 How do BPR and OCM go Together? BPR is understanding the what and when of change New Management Information System (MIS) New way of issuing benefits (EBT) OCM is the why and how of change and understanding how to get people ready Making sure Local Agency staff know what s coming Helping staff identify what they need to do to prepare for and make the change Supporting staff as they adopt the new way of doing business We need both! People can best support others through change when they understand what is changing 48

49 BPR and Local Agencies The OCM Team will work with each local agency to complete the BPR needed for a smooth transition to the new MIS and EBT. 49

50 OCM and Local Agencies We will work with and support you, your staff, your partner organizations, and WIC participants, to help you move through the change phases. 50

51 The OCM Team will help you Create a Business Change Management Plan (BCMP) including: As-Is and To-Be Process Models Differences/Gaps Change Solutions and Tools to Address Differences/Gaps Execute the BCMP Identify and meet communication needs 51

52 Overall Change Approach Assess Change Readiness Conduct Gap Analysis Resolve Differences ADKAR Assessment OCM Plan Stakeholder Assessment As-Is and To-Be Business Processes Enable the change BPR Toolkit Create BCMP Change Readiness Implement quick wins 52

53 Preliminary Engagement Go Live Waves yet to be finalized BPR, OCM, and implementation dates will be aligned Larger local agencies will have longer BPR and OCM engagement periods (6 to 8 months before Go-Live) Solano County WIC will serve as the Pilot site The OCM Team will adjust strategies for subsequent waves of local agencies based on lessons learned during the Pilot 53

54 How to Begin Preparing As-Is Documentation Gather policy and procedure manuals, user guides, post-it notes! Even if it s a bit old, it will be helpful and don t worry about updating it People Think about a Change Team of at least two people Enthusiasm, subject matter expertise and dedication Create the CHANGE ZONE A safe place to talk about change Fears, hopes, new ideas, etc. 54

55 Think About Your Process Inventory Think about your current business processes that: Use a separate system (something other than current MIS) Require data or a report from the current MIS You are unsure meet the first two criteria 55

56 Next Steps and Contact Details Remember Your OCM Team: Grietje (Gigi) Reuter Ivan Parra Michelle Kirwan Think about your Change Team members and Process Inventory Write to us at: 56

57 Q & A 57