Atlanta, GA November 18, 2008 Program Managers Meeting Vaccine Tracking and Ordering System (VTrckS)...

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






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.

10

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



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


– 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


– 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


– Enter vaccine preferences enabling recommended order quantity at order entry

VTrckS Release 3 supports enhancements to the previously released capabilities


– Define inputs for the automatic calculation of the demand forecast, a tool used to help develop federally funded replenishment orders


– 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)


– 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

14

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






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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

17

The project organization, led by the VTrckS Project Management Team, has fostered communications with all of its stakeholders…



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

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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)

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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

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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)

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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

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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

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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

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Agenda






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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.

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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.

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Grantee Advisory Committee Survey

44 responses for a 69% response rate

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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%

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Survey Question and Results (2)

Require Optional support documentation features in VTrckS?

Support Documentation:

YES NO

Doses Administered 40 4

Temperature Log 27 17

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Electronic Capabilities for VFC Ordering?

– 14 (32%) have electronic ordering capabilities

– 30 (68% ) do not have electronic ordering

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Ending Inventory

– 22 Grantees have electronic capabilities

Refrigerator Count


Doses Administered


Temp Logs


Electronic Capabilities used to submit Support documentation?

40


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


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


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






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

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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

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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.

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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

E-mail

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

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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

Atlanta, GA November 18, 2008 Program Managers Meeting Vaccine Tracking and Ordering System (VTrckS)...

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