Atlanta, GANovember 18, 2008
Program Managers Meeting Vaccine Tracking and Ordering System (VTrckS)Vaccine Management Business Improvement Project
2
Agenda
VTrckS Background and Overview
Governance & Release Strategy Recommendations
Project Level Update
Grantee Advisory Committee Update
Pilot and Contact Center Update
3
Distribution Provider Ordering
Stockpile
Vaccine Management Enterprise System
(VTrckS)
Vaccine Management Enterprise System
(VTrckS)
Web-based provider ordering and automated approvals
Improved operational efficiency
Improved Internal Controls
Resilient, recoverable, standardized system
Web-based provider ordering and automated approvals
Improved operational efficiency
Improved Internal Controls
Resilient, recoverable, standardized system
DistributionDistribution
Centralized distribution of vaccine from 2 -3 locations
Eliminates need for multiple state and local depots
Reduces storage risks and distribution costs
Centralized distribution of vaccine from 2 -3 locations
Eliminates need for multiple state and local depots
Reduces storage risks and distribution costs
StockpileStockpile
Migration of a portion of Pediatric Stockpile offsite
Reduces storage cost and ensures vaccine availability
Migration of a portion of Pediatric Stockpile offsite
Reduces storage cost and ensures vaccine availability
Internal Efficiencies
Internal EfficienciesInternal Efficiencies
Funding flows through “single account” instead of 64 grants
Improved inventory management results in enhanced visibility and significant savings
Reduced administrative processes
Process Improvements and CQI
Funding flows through “single account” instead of 64 grants
Improved inventory management results in enhanced visibility and significant savings
Reduced administrative processes
Process Improvements and CQI
VMBIP is revolutionizing public-sector vaccine management
4
To-Be Order Processing using VTrckS
1) Support Documentation includes current inventory, doses administered, wastage and temperature logs; current inventory is an NCIRD requirement for placing an order
Product Flow
Information Flow
HEALTH INFO / EDUCATION
Distributor
WePack‘em
VTrckS
Ordering
System
VTrckS
Ordering
System
UFMSUFMS
ORDERS/
SUPPORT DOCUMENTATION
Web interface
Manufacturers
EDI
EDI
ORDERS
EXCEPTIONS
Providers
(44,000+)
External Info Systems
Grantees
(64)
Operating Model
Providers may order directly from the grantee or distributor.
Order requirements include current inventory.
Order approval via business rules e.g., order size, order frequency, seasonality.
Grantees manage vaccine orders by exceptions – orders that do not pass the business rules.
Integrated controls provide forecast vs. actual checks and balances.
Once fully implemented, VTrckS will enable the VMBIP To-Be Business Model to be fully realized
5
System will be deployed to diverse Grantee and Provider communities over time
Will integrate with and / or displace several CDC legacy systems (VACMAN/NIPVAC)
Based on SAP software
Project being led by CDC, with support from BAH, Northrop Grumman, and Lockheed Martin
Current Stage
Implementing the new provider and grantee ordering system (VTrckS) continues to be a complex undertaking for the CDC
6
Agenda
VTrckS Background and Overview
Governance & Release Strategy Recommendations
Project Level Update
Grantee Advisory Committee Update
Pilot and Contact Center Update
7
VMBIP Governance Board
CCID Leadership (representatives from various organizational units)
VTrckS Steering Team
CCID, FMO, PGO, ITSO, MISO, NCPHI, and OCISO
VTrckS Project Management Team
Doug Correll, CCID Chair
CCID, Northrop Grumman, SAP, Booz Allen Hamilton, Lockheed Martin
VMBIP External Advisory
Committee
Grantees, Providers,
Manufacturers, 3rd Party
Distributor, External Vendors
VMBIP Governance Model
CCID Informatics Governance Board
CDC Information Resource
Governance Board
A governance model is critical to ensuring the mission, scope, and outcomes of each entity are fully realized
VTrckS Grantee Advisory
Committee
Grantees
8
Based on the information known to date, consensus on the best path forward was developed over the past two weeks
Group Role
VTrckS Project Management TeamProject Leadership and Process
Oversight
VTrckS Development Team(Northrop Grumman)
Information Technology and SAP Knowledge
VMBIP Business Analysts(Booz Allen Hamilton)
VMBIP Funds Management, Centralized Distribution Vaccine
Ordering and Fulfillment Understanding
VTrckS Blueprint Participants
9
Several guiding principles have served as the foundation for a system development and preliminary release strategy
– Ordering and Distribution requirements take priority for Release 1
– SAP complexities (how close to standard SAP versus custom) were considered but were not the ultimate decision maker in determining releases
– Business requirements and interdependencies were reviewed to ensure that functionality dependent on another area stays together
– Amount of TBDs or vague areas in the requirements also considered as that affects the timelines (need more time in Round 2 sessions to clarify, make decisions, etc.)
– CDC resources and stakeholders will be available and empowered to make decisions.
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Several guiding principles have served as the foundation for a system development and preliminary release strategy (2)
– Milestone of live Release 1 production system by December 2009
– Enhanced Immunization Information System (IIS) interfaces will need to be considered in a later release
– VTrckS Provider Order Entry Pilot implications must be considered as progress continues
– In all but extreme cases, standard SAP Best Practices will be utilized to meet CDC to-be business model capability requirements
11
Preliminary recommended release schedule dates
Release Timing
Release #1 December 2009
Release #2 December 2010
Release #3 December 2011
12
The VTrckS Project Team reviewed and evaluated the business capabilities into one of three VTrckS Releases
VTrckS Release 1 VTrckS Release 2 VTrckS Release 3
VTrckS Release 1 supports vaccine ordering at the national level (replenishment/bulk) and at the provider level (fulfillment)
NCIRD has the capability to:
– Create and manage replenishment (bulk) orders
– Capture and monitor manufacturer contract balances
– Process vaccine returns
Grantees have the capability to:
– Manage Provider Accounts (e.g., shipping instructions, shipping address, etc.)
– Submit grantee funded replenishment (bulk) orders
– Support provider ordering (process vaccine requests, exceptions and vaccine transactions
Providers have the capability to:
– Enter and monitor the status of vaccine requests
– Submit support documentation
VTrckS Release 2 supports enhancements to previously released capabilities and the development of the Vaccine Needs Assessment and the Grantee Spend Plan
NCIRD has the capability to:
– Define inputs for the automatic assignment of funding source breakdown to federally funded replenishment purchases, direct-ship provider orders and reported returns that result in FETC
Grantees have the capability to:
– Develop the Vaccine Needs Assessment and Grantee Spend Plan
– Utilize reporting to monitor aggregate provider usage and aggregate Provider Annual Need against the Grantee Spend Plan
– Link IIS with VTrckS through enhanced IIS interface
Providers have the capability to:
– Enter vaccine preferences enabling recommended order quantity at order entry
VTrckS Release 3 supports enhancements to the previously released capabilities
NCIRD has the capability to:
– Define inputs for the automatic calculation of the demand forecast, a tool used to help develop federally funded replenishment orders
Grantees have the capability to:
– Define inputs for the automatic generation of the Grantee Spend Plan from the Vaccine Needs Assessment (e.g., State Finance Policy, vaccine preferences, and available funding)
Providers have the capability to:
– Submit faxes of vaccine requests and support documentation which will be captured directly by VTrckS
13
VTrckS project teams will deliver a web-based provider ordering tool by April 2009 followed by the core VTrckS Release 1 functionality being deployed by December 2009
VTrckS Timeline
Blueprint Review, Revise and Acceptance Phase - Integrate lessons learned from Centralized Distribution- Conduct SME session (PGO, FMO, NCIRD*, MISO, ITSO, etc.,) - Stand- up Grantee Advisory Board & Identify Pilot Champions- Solidify VTrckS design- Project submits recommendations to Steering Committee
* Grantee representatives are included on SME team ; Grantee Advisory Committee will also serve as an extension to Core SME team to ensure grantee and providers are well represented
5/08
Qtr 3, 08 Qtr 4, 08 Qtr 1, 09Qtr 2, 08 Qtr 2, 09
Realization & Final Preparation- Build and test system to design- Solidify & execute program scenarios and scripts- Work with pilot champion sites on prep activities - Work with remaining sites to develop deployment schedule- Complete deployment preparation activities
Release 1 Go-Live at Pilot Sites
-
Qtr 3, 09 Qtr 4, 09 Qtr 1, 10
. . .
. . .Go-live at
remaining sites
12/09 2/10
Blueprint Review, Revise and Acceptance Phase - Integrate lessons learned from Centralized Distribution- Conduct SME session (PGO, FMO, NCIRD*, MISO, ITSO, etc.,) - Stand- up Grantee Advisory Council & Identify Pilot Champions- Solidify VTrckS design- Project submits recommendations to Steering Committee
Pilot Testing of Provider Web-based Ordering Tool- Design prototype user interface to be incorporated into VTrckS- Pilot test with selected providers and grantees - Incorporate feedback from users into final design for Releases 1, 2 or 3
12/10
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Release 1 Technical Activities between now and March, 2009
Assessment of hardware/infrastructure requirements for grantees
– Project to communicate hardware requirements for grantees
– Survey grantees landscape to gather data (i.e. utilize GAC)
– Leverage lessons learned during centralized distribution
Solidifying how grantees and providers will access VTrckS
– Providers – Single sign-on: user-id, password (level 2 authentication)
– Grantees – Two factor authentication (level 3 authentication)
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Agenda
VTrckS Background and Overview
Governance & Release Strategy Recommendations
Project Level Update
Grantee Advisory Committee Update
Pilot and Contact Center Update
16
VTrckS Release 1 Project Management Team
Doug Correll – CCID IT Project Manager
Janet Kelly – NCIRD Lead
Tami Venis – Northrop Grumman Project Manager
Penny Thompson – Northrop Grumman Project Manager
Kwasi Agyeman – Lockheed Project Manager
Kyle Dickson – Booz Allen Project Manager
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The project organization, led by the VTrckS Project Management Team, has fostered communications with all of its stakeholders…
VTrckS Project Management Team
VTrckS Project Management Team
VTrckS Stakeholder Group (Lead SMEs)VTrckS Stakeholder Group (Lead SMEs)
Program Business Solution
Work Group
Program Business Solution
Work Group
VTrckS Project Organization (Release 1)
SAP Technical Environment Work
Group
SAP Technical Environment Work
Group
CDC Security & Infrastructure Work
Group
CDC Security & Infrastructure Work
Group
Data Conversion & System Integration
Work Group
Data Conversion & System Integration
Work Group
ERP Change Management Work
Group
ERP Change Management Work
Group
VTrcks Grantee Advisory
Committee (GAC)
VTrcks Grantee Advisory
Committee (GAC)
Grantees
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Round 1 Sessions for VTrckS Release 1 have been completed and the follow up smaller group meetings resulted in requirements being refreshed as appropriate
Purpose:
– (1) Provide a level of understanding of the business requirements that was needed to support CDC’s vaccine purchase program and identify any policy and/or program decisions that require attention, (2) address policy and/or program decisions (i.e. issue resolution), (3) solidify conference room pilot (CRP) requirements, (4) document the business process requirements to the level of detail of Standard Operating Procedures (SOPs), and (5) develop gap alternatives wherever customizations are required
Deliverable(s): Updated VMBIP To-Be Business models and Issues List, (2) Process deliverables that support the Blueprint and the SOPs, (3) Updated Issues List, (4) Recommendations, and (5) CRP Requests
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Legend:Legend:
Standing up the Grantee Advisory Group (GAC) in July has enabled the project to fill a gap in getting feedback from Grantees, including providers who order thru the IIS
Grantee Advisory Committee Provides a communication channel with grantees/
provider end-users to gather direct input about the anticipated impact of Release 1 capabilities
Ensures that Grantees are participants in the process of rolling out VTrckS Release 1 to other end-users, are vocal champions of VTrckS Release 1 capabilities, are facilitators of effective end-user acceptance and Release 1 project feedback
Ensures synergy with Provider Advisory Committee Areas of focus
– Communications – Release 1 impact– Solidification of Release 1 candidates– Defining training audience – User acceptance– Release 1 evaluation and feedback
Provides constant end-user feedback throughout the Release 1 SAP (ASAP) project stages
Immediate next steps include: Development of a GAC schedule for 2009, consisting of an agenda that parallels the phases of the Release 1 project leading up to go-live in December, 2009
Release 1 Landscape
Outside Organizations
Provider
VMBIP Governance BoardVMBIP Governance Board
VTrckS Steering TeamVTrckS Steering Team
SME’s / Working GroupSME’s / Working Group
POB Project OfficersPOB Project Officers
VTrckS Grantee Advisory CommitteeVTrckS Grantee Advisory Committee
VTrckS Project Management TeamVTrckS Project Management Team
External Advisory CommitteeExternal Advisory Committee
GranteesGrantees
Vaccine
Advisory GroupAdvisory Group Project StakeholdersProject Stakeholders
Provider Advisory Committee (TBD)Provider Advisory Committee (TBD)
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Round 1: Subject Matter Experts (SMEs) from CDC and the grantee community were engaged to ensure needs were well represented
CDC SMEs, including grantee representatives
– Reviewed changes from original requirements due to implementation of centralized distribution
– Identified outstanding issues
– Participated in small workgroup sessions
– Recommended approval of changes to the Steering Team
– Will continue to review the To-be business model and provide recommendations
Grantee Advisory Committee
– Reviewed specific outstanding issues identified and referred by CDC SMEs
– Determined the need for additional grantee community input prior to making a recommendation to CDC
– Recommended a survey be conducted
– Recommended an External Interface Blueprint Phase workgroup be convened
Round 1 sessions June 08 through September 08
21
Legend:Legend:
Similarly, forming a Provider Advisory Committee (PAC) will fill the current gap in gaining feedback directly from provider end-users
Provider Advisory Committee
Opens a communication channel with the Provider end-users in order to gather direct input about the anticipated impact of web-based ordering related to the Pilot
Ensures that providers are participants in the process of rolling out the Pilot goals to other end-users, are vocal champions of web-based ordering, are facilitators of effective end-user acceptance and Pilot project feedback
Areas of focus– Communications – Web-based ordering impact – Defining training audience – User acceptance– Pilot evaluation and feedback
Provide constant end-user feedback throughout the Pilot Accelerated SAP (ASAP) project stages
Immediate next steps include: Finalizing the PAG charter and gaining Steering Committee acceptance, determining membership, and holding the first meeting by January 2009
Outside Organizations
Provider
VMBIP Governance BoardVMBIP Governance Board
VTrckS Steering TeamVTrckS Steering Team
SME’s / Working GroupSME’s / Working Group
POB Project OfficersPOB Project Officers
VTrckS Grantee Advisory CommitteeVTrckS Grantee Advisory Committee
VTrckS Project Management TeamVTrckS Project Management Team
External Advisory CommitteeExternal Advisory Committee
GranteesGrantees
Vaccine
Advisory GroupAdvisory Group Project StakeholdersProject Stakeholders
In Process of being Established
In Process of being Established
Provider Advisory Committee (TBD)Provider Advisory Committee (TBD)
22
The project is currently on track to complete the Release 1 Blueprint phase by April, 2009
3rd Quarter ‘08 4th Quarter ‘08 1st Quarter ’09 2nd Quarter ‘09 3rd Quarter ’09
APR MAY JUN JUL AUG SEP OCT NOV DEC JAN FEB MAR April May June
1. VTrckS Project Kickoff
2. VMBIP To-Be Business Baseline (after Round 1 with the SMEs)
3. Conference Room Pilot Requirements Baseline
4. VTrckS To-Be Solution Baseline (after Round 2 with the SMEs)
5. Recommendations for VTrckS 1st & 2nd Releases
6. Complete Blueprint Phase Review and Validation
7. Steering Team Review, Management Council Vetting, and OMB Review
VTrckS Steering Team Meetings
CDC COO and Business Director Updates
6/4
9/25
9/25
1/22
2/26
4/10
Today
Major Milestones From the Blueprint Review, Revise and Acceptance Phase
3/26
23
To-Be “Capability” Business Models are built from:
– Original requirements
– Lessons learned from Centralized Distribution
– Recommendations from the Lead SME’s
Business Models enable business scenarios to be developed for showcasing functionality (1)
To-Be Models will foster the VTrckS release road map definition and implementation sequencing (i.e. release 1, release 2, etc.,)
To-Be Capability Business Models were defined, agreed upon by VTrckS Lead SMEs, and approved by the Steering Team
(1) Examples of business scenarios include new vaccine introduction, special circumstances, etc.
24
The Level 0 model illustrates how capabilities are logically grouped and provides a framework for more detail
Groups together Level 1 capabilitiesGroups together Level 1 capabilities
Level 0 Capability Model (Supporting Capability View)
25
Round 2 sessions are targeted for the 1st week of December to review “how” the revised business requirements are supported by SAP
Round 2 Subject Matter Expert Meetings
– Purpose: Provide clarity on how to-be business processes will be supported by SAP functionality, demonstrate standard SAP functionality that will support selected business requirements and gain understanding on gaps that require CDC decision making
– Deliverable(s): Conference room pilots, Fit-Gap alternatives, Blueprint Phase process deliverables, Stakeholder assessments
– Timeframe: Sessions are targeted to be conducted between December 1, 2008 and January 30, 2009
1 Data conversion, interfaces, messages and reports are included here
26
After Round 2, the project will facilitate an extensive review process that culminates in recommendations by Lead SMEs
Deliver an End-to-End Solution, including processes and data integration
Deliver a Blueprint, including recommendations on Fit-Gap options
Develop a Change management strategy, including framework for SOPs
Develop a detailed Scope of VTrckS Release 1
Develop an Implementation Strategy and Deployment Plan
Present Recommendations to Steering Team in April
Present VTrckS To-Be Business Model to external stakeholder groups
Integration and Final Review (Round 3)Timeframe: Mid-January through March 2009
27
Additional Next Steps for VTrckS Release 1
Project Level
– Hold round 2 sessions with Internal and External SMEs – Dec 08 to Feb 09
– Conduct assessment on how SAP will impact stakeholders – Jan 09 thru Mar 09
– Identify/solidify list of grantees to pilot release 1 – Feb 09
– Finalize implementation strategy and plan for “pilot” grantees receiving release 1 – Mar 09Conduct implementation activities – May 09 thru Feb 10
– Finalize implementation strategy and plan for “non-pilot” grantees receiving release 1 – Apr 09Conduct implementation activities – Mar 10 thru TBD
Grantee Advisory Committee Level
– Continue to provide recommendations to CDC
– Develop a schedule of GAC activities for Release 1
Reconvene an ExIS messaging workgroup
28
Agenda
VTrckS Background and Overview
Governance & Release Strategy Recommendations
Project Level Update
Grantee Advisory Committee Update
Pilot and Contact Center Update
29
Grantee Advisory Committee
Mission
– To ensure immunization program needs, as defined in the original requirements, are well represented during all phases of development until the Vaccine Tracking System (VTrckS) goes live.
Scope
– Perform review and provide recommendations to CCID on end-state deliverables, such as detailed business process
– Represent users in identifying current or future procedures and keep the project abreast of the Grantee community IT initiatives
– Gather provider input and report on VTrckS progress to the Grantee community.
30
Goal of the External Information System (ExIS) Meeting
The goal of the face-to-face meeting was to define the areas for potential exchange and to come to an agreement on the minimum data content message set.
31
The VTrckS ExIS Blueprint Phase Workgroup
Gary Rinaldi New York
Robert Swanson Michigan
Jan Hicks-Thomson Washington
Shawn Box Maine
Jackie Nelson Wisconsin
Greg Reed Maryland
Michael Hansen New York City
Don Blose Oklahoma
Claudia Aguiluz California
Maribeth Bartz Texas
Don Dumont Oregon
Elaine Pherigo Missouri
Barbara Laymon McKing Consulting
32
Draft Data Message Content Specification Document
ExIS members have reviewed the document.
The Grantee Advisory Committee will review the document.
The Grantee Advisory Committee will make recommendations of which organizations should be sent the document for review.
Once the document is finalized the Grantee Advisory Committee will submit the document to the VTrckS Project Team.
33
Recommendations
The ability to import historical data, update an existing record, and add new records.
Batch import features should allow grantees to submit data twice a day.
Real time bi-directional exchange of data preferred.
Adequate help desk functions will be needed to assist with ExIS/Immunization Information Systems (IIS) messaging.
34
Recommendations (2)
Any changes to VTrckS will need to be communicated with ExIS/IIS so not to impact messaging between systems.
ExIS and IIS must receive shipment data within 24 hours of shipment in order to pre-populate inventories for VFC providers. This shipment data should include direct ship orders.
All data fields should have a date stamp.
Incorporate all current VACMAN functionalities into VTrckS.
35
Grantee Advisory Committee Survey
44 responses for a 69% response rate
36
Survey Question and Results
Which Ending Inventory option would you like your providers to use with VTrckS?
Ending Inventory with a more detailed accountability reporting option
64%
Only refrigerator count 18%
Other, with comments 18%
37
Survey Question and Results (2)
Require Optional support documentation features in VTrckS?
Support Documentation:
YES NO
Doses Administered 40 4
Temperature Log 27 17
38
Survey Question and Results (3)
Electronic Capabilities for VFC Ordering?
– 14 (32%) have electronic ordering capabilities
– 30 (68% ) do not have electronic ordering
39
Survey Question and Results (4)
Ending Inventory
– 22 Grantees have electronic capabilities
Refrigerator Count
– 17 Grantees have electronic capabilities
Doses Administered
– 29 Grantees have electronic capabilities
Temp Logs
– 4 Grantees have electronic capabilities
Electronic Capabilities used to submit Support documentation?
40
Survey Question and Results (5)
Monthly
17 Ending inventory
12 Refrigerator Count
21 Doses Administered
12 Temperature Log
Submitted with an order
22 Ending inventory
28 Refrigerator Count
17 Doses Administered
13 Temperature Log
Format(s) used and timeframe for providers to submit support documentation?
41
Survey Question and Results (6)
Steps taken when required provider support documentation is not submitted?
11Fill the order and follow up with the provider
01 Give a partial order
34 Hold the order until documentation is submitted
42
Survey Question and Results (7)
How will your program utilize the ordering capabilities in VTrckS?
4 Will allow providers to place orders in VTrckS.
11 Will place orders in VTrckS for the providers.
24 A combination of both
21 Will send orders electronically from an IIS or ExIS to VTrckS.
43
Agenda
VTrckS Background and Overview
Governance & Release Strategy Recommendations
Project Level Update
Grantee Advisory Committee Update
Pilot and Contact Center Update
44
CDC will pilot vaccine web order entry functionality
Pilot functionality will be released to a pre-selected number of providers to enter vaccine orders over the internet
The benefits of deploying the web order entry pilot include:
– Opportunity for providers to use and familiarize themselves with VTrckS web order entry functionality
– Reduction of grantee workload and order entry errors compared with manual order entry
45
The Pilot project seeks to achieve several goals and have grantees and providers realize the following benefits
Receive Grantee
Feedback
Reduce Grantee
Workload
Access to Provider Feedback
Goals Benefits
Solicits input from Grantees
Reduced volume of paper, telephone, and fax based vaccine requests
Automates vaccine requests that can be edited and then electronically submitted to VACMAN thereby reducing the processing time for orders
Establish a relationship with the provider community Enable a select set of pilot providers to evaluate the web order
entry before full rollout
46
The Pilot will cover direct provider web order entry, but will not demonstrate all functionality available at full system go-live
Enter Web Orders to SAP
Pro
vid
ers
Gra
nte
es Process Order
Exceptions
SA
PV
AC
MA
N
Create VACMAN Order
File
Normal Order Processing
Request via SAP Web Interface During order entry, SAP performs
standard field validation (e.g. numbers in number fields)
Accept and store provider requests Produce and send formatted order
files to grantees at regular intervals
Receive order file in format that can be imported into VACMAN
Manually process order exceptions Load order file to VACMAN
Process grantee order file Send orders to McKesson for
shipment using normal processes
In-Scope Pilot Functionality Out of Scope Pilot Functionality
Grantee Web Ordering
Integration with IIS
Automated Order Status
Recommended Order Quantity
Provider Annual Need
Replenishment orders
End to End system integration with McKesson
Financials
Funds Management
47
Four grantees and a diverse set of their providers will participate in the provider web order entry pilot
Grantee/Provider Selection Guidelines & Roles
Providers order predominantly via fax/phone or via VACMAN spreadsheet
Grantees and providers who currently do not order via an IIS
Representation from large and small grantees
Representation from multiple geographies
California, Chicago, Colorado, Massachusetts and its providers will be amongst the first to have the option to experience VTrckS Release 1
A minimum number of providers will ensure that feedback can be extrapolated to a broader population
California, Chicago, Colorado, and Massachusetts will assist in driving provider count decisions, provider mix selection and ramp-up plan
ChicagoChicago
CaliforniaCalifornia
MassachusettsMassachusettsChicagoChicago
CaliforniaCalifornia
MassachusettsMassachusetts
Colorado
48
The provider web order entry pilot is projected to launch April 2009
Provider Pilot Timeline and Key Milestones
Apr 2009 Oct 2009 Jan 2010Oct 2008 Jan 2009 Jul 2009
User Testing
Grantee
Selection
Pilot Go Live End
Evaluation
User Training
Provider
Selection
Monthly Pilot Evaluation Results
VTrckS Release 1 Go-Live Provider Advisory Group
Legend
Key Milestones
Provider Advisory Committee establishment – January 2009
Pilot provider end user selection – December 2008
End User Training – early to mid-March 2009
Pilot go-live – April 27, 2009
Evaluation and Feedback – late April 2009 through October 2009
VTrckS Pilot Go-Live
49
Following are highlights from the draft Scope Statements for the Help Desk and Contact Center that will support the programs in the future
VTrckS Provider Ordering Pilot Help Desk
VMBIP Contact Center
Start Date (estimated) April 2009 December 2009
Hours of Service Monday to Friday 8-8 Eastern Time Monday to Friday 8-8 Eastern Time
Channels Telephone (toll free and local) and email inquiries
Telephone (toll free and local), email, web, and fax inquiries
Service Offered Assisted Self Help and Assisted
Customers and Stakeholders
Providers participating in the pilot Approved providers and their designated staff; program grantees and their designated staff; CDC staff dedicated to managing and operating the vaccine program including the related financial and contractual aspects of the program; authorized staff from manufacturers, distributors and shippers
General Topic areas of service
Technical assistance related to the web based interface
Technical, Ordering, Fulfillment, Delivery and Funds Management assistance
Standard Operating Procedures
Other questions and issues are out of scope and will be redirected to the appropriate resource for resolution.
To be developed in coordination with key responsible officials that will transfer issues and questions to the most appropriate resource for resolution.
Issue Tracking Issues and their resolution will be tracked in a manner that supports ongoing process improvement. These data will be included as appropriate in the evaluation of the Pilot.
Issues and their resolution will be tracked in a manner that supports ongoing process improvement.
50
Provider
Grantee
CDC
Level 1 Level 2 Level 3
Technical
Ordering
Delivery
Funds Management
Issues
TBD
TBD TBD TBD
TBD
TBD
TBD
ChannelCustomer
Phone
Fax
`
Internet
In concept, the VMBIP Contact Center will provide basic (Level 1) support for Technical, Ordering, Fulfillment, Delivery, and Funds Management questions
TBD
TBD
TBD TBD
Fulfillment TBDTBD TBD
Process Flow
TBD
Conceptual
Conceptual
51
Current activities, and planned next steps for upcoming months
Activities underway– Visioning session conducted in late August 2008. Currently finalizing vision for the contact center
– Gather, understand and confirm the issues and detailed requirements for support from the customer and stakeholder perspectives
Identify support activities currently in place and how they might be leveraged in the context of an overarching support activity for VMBIP
What are the services required and how are the services to be delivered
Next Steps– Web-based Provider Order Entry Pilot
Gather input from CDC, grantees, and pilot providers (October 2008 – January 2009)Develop and evaluate design alternatives (February 2009)Implement Help Desk to support the Provider Ordering Pilot (April
2009)Evaluate Help Desk processes, procedures, results (May – December
2009)– Release 1
Gather input from CDC as well as Grantee and Provider representatives (December 2008 – April 2009)Develop and evaluate design alternatives (April –May 2009)Support stand up and/or procurement efforts associated with Contact
Center to support Release 1 of VTrckS (May 2009 – December 2009)Ongoing evaluation of processes, procedures, results