When DPA began efforts to LEAN our core business processes it was acknowledged that leveraging technology would bring additional benefits and efficiencies that further enhance our system of work and add to the quality of the services we provide Alaskans. Since our first KAIZEN event, we have been pursuing efforts to modernize the tools and technology division employees use every day. Overall, there are about three dozen IT-related projects in the initial planning stages or under development. These projects range from enormous undertakings such as a replacement for EIS to relatively modest endeavors like enhancements to the Case Management System (CMS) used by work services case managers. We are also working on replacing the Fraud Case Management System, initial planning for a statewide, integrated phone system, and a replacement for AKWIC the system used to certify eligibility and issue food benefits for participants of the Women, Infants and Children program (WIC).
What follows is the start of an ongoing effort to keep you informed about the development and implementation of information technology within the Division of Public Assistance.
Eligibility Information System Replacement Project (EIS-R)
After literally years of effort, we now have the funding necessary to begin the design, development, and implementation (DDI) of a modern system to replace the legacy EIS that has served DPA so well since 1983. An EIS-R Project Office in Anchorage is staffed by a team of highly competent and experienced project managers and project analysts. They are Berry Kirksey (Project Manager), Kendrick Brooks (Deputy Project Manager), Macey “Butch” Shapiro (Project Analyst), and Amber Brubaker (Project Analyst). This team is responsible for the development of detailed project plans, and the management and oversight of contractors that will be doing the actual system design, development and implementation, as well as a contractor to provide quality assurance services.
An EIS Project Team comprised of DPA staff and members of the department’s Project Management Office (PMO) has been established to support the project. The project team members include Miriha Scalf, Char Ervin, Ronda Turner, Paul Schoenborn, Jenny Belanger, Mary Riggen, Stephanie Walden, Clarissa Moon, Bob Tomczak, and Monica Windom.
The request for proposals (RFP) for a DDI vendor was posted on November 1. The proposal evaluation committee is in the final stages of scoring the four proposals received from potential DDI contractors. The selected contractor should begin work on the project next month. An RFP to procure a Quality Assurance vendor was posted on 11/23 and will likely be selected toward mid-January.
The EIS-R Project faces an ambitious timeline. To meet the requirements of the Affordable Care Act (ACA) and to optimize our ability to capture enhanced federal funding (the federal government may pick up 90% of the costs for developing the new system), the Medicaid eligibility determination module of the system must be able to meet federal approval in October 2013. With the knowledge of our project team and the staff in our Project Office, I am confident that the project will meet the 2013 target and that replacement system will have full functionality and be capable of supporting the remaining public assistance programs in 2015.
Electronic Document Management System (EDMS)
The ACA requires states to pursue online applications and to increase the use of electronic interfaces to verify information for applicants. EDMS is a critical strategy that would enable us to meet federal expectations, quickly move work between offices, and support a statewide caseload. EDMS is also a vital tool to ensure continuity of operations in the event of an emergency that shuts down an office or otherwise disrupts field operations.
Last year the EDMS pilot project was initiated in the Southeast Region. Good, solid work was done by System Operations, our contractor AMI, SERO field staff, and others. Document imaging software and hardware was procured, metadata for indexing documents was developed, work stations were set up in SERO offices and the pilot testing was ready to begin.
However, just shortly before starting the actual pilot, it was necessary to cancel the project. This very difficult decision was driven by the revelation that the Medicaid Management Information System (MMIS) included EDM functionality that needs to be assessed before a separate system could be approved for implementation.
To that end, a new EDM solution will focus on the products already in the department’s possession and build upon the work already done. Implementing an EDMS that uses the existing solution will align with federal expectations for system development and prudent IT governance that ensures we do not develop a new system when one is already available that can meet our needs. Using the existing solution will be more cost effective as it’s developed in coordination with the EIS-R project. This will allow leveraging enhanced federal funding and will enable the use existing software licenses already owned by the department.
Heating Assistance Program Internet Edition (HAPie)
The Heating Assistance System (HAS) currently used by staff to determine eligibility and benefits for heating assistance is, like EIS, an aging system. Although it has been an invaluable tool, it requires the support of many manual steps and processes. For example, notices are not sent electronically and HAS does not maintain an electronic notice history. HAS is located on a standalone server that complicates efforts to provide access to staff outside of the Juneau area. The HAS suffered a major system failure last year which severely impacted the ability of staff to make timely benefit determinations and clearly demonstrated the need for a new system.
To reduce the risk of future system failures and to improve overall program efficiency, System Operations programmers and PAAs with the SysOps Support Unit have been working on a web-based eligibility system. A recent demonstration of the Heating Assistance Program Internet Edition or HAPie, displayed a system that will be easier to use and to maintain and will eliminate virtually all of the cumbersome and time consuming manual processes needed to support HAS. Because it is a web-based system, HAPie could be accessed from any division office across the state and will better support continuity of operations. The goal is to have HAPie fully operational by the start of the program year in September 2013.
As we bring new and powerful 21st century tools and technologies into play, it is important to bear in mind that these projects are complicated requiring very detailed planning and significant investments in time and resources before they are in production. DPA is very fortunate to have skilled project management staff, a great team in System Operations and the SysOps Support Unit, and the support of the departments IT section. We are all committed to using technology to make a positive difference for Alaskans in need.