Back Office Challenges to Reengineering

1
Back Office Challenges to Reengineering

• Kathlene A. Mueller, South Dakota
• Linda Caniglia, Pennsylvania
• Ken Jones, Florida

2
Describe your reengineering project?

• South Dakota
• Implemented an integrated birth, metabolic and
  hearing screening program
• Implemented an electronic marriage system
• Implemented a Statewide Correspondence Accounting
  System which includes 64 county Register of
  Deeds.
• Implemented an Electronic Death Registration
  System

3
Describe your reengineering project?

• Pennsylvania
• Moved from a DOS based to a Windows based EBC
• Implemented a PA specific version of the revised
  2003 US Standard Birth Worksheets/Certificate
• Moved from a mainframe batch processing system to
  a PC based system for entire system, including
  issuance, corrections, amendments, extracts.

4
Describe your reengineering project?

• Florida
• Implemented client server based system for birth,
  correspondence accounting , amendments and
  security modules.
• Implemented new NCHS standard birth certificate
• Business driven project - not an IT driven
  project
• Business participated in JADS, wrote and tested
  test scripts for UAT, approved system and
  re-tested defects through post implementation
• Strong communication and coordination between
  business in Jacksonville and IT team in
  Tallahassee and vendor in South Carolina
• Change control process to manage new requirements
  and defects
• Training and implementation at 67 county health
  departments

5
What have you seen to be the impact of
Reengineering on your back office?

• Initial Impact
• Transitioning between a weekly batch process and
  a daily process doubled the workload of staff.
• Transitioning from a mainframe to PC increase
  workload
• Data Conversion Increase workload
• Testing the System Workload
• Online amendments Training, Workload
• After implementation Time savings
• SuperMicar
• Interstate Exchange
• Amendments
• Birth
• death
• Get rid of manual logs for security paper
• Vitalchek

6
What Challenges have you faced in preparing staff
for a new way of doing business?

• Staff Buy-in
• Developing a forward thinking program without
  forward thinkers.
• Time to learn a new way of business
• Computer Skills knowing how to use a basic
  windows environment
• Time to support core functions while learning a
  new way to do business.

7
What have you done to mitigate these challenges?

• Regular Meetings with Central Staff.
• Developed Step by Step process documents
• Developed easy to use manuals
• Monthly Newsletters
• Providing training away from work environment
• Video Training/ Teleconference Training
• Include basic computer skills training.
• Dig in and help
• Put on a happy face.
• Develop change management process

8
In what ways has reengineering changed the level
of staff or quality of staffing.

• Level Dont sell reengineering as way to reduce
  staff. If it happens it is a bonus.
• Quality - Move from data entry staff to staff
  who can do higher level tasks.
• Job Classification
• Improve the query program
• Work on improving timeliness
• Conduct chart audits

9
What has the impact of reengineering been on your
Statistical Staff?

• Change the programs used to analyze data.
• Data lacks comparability
• Working with whole new file layouts.
• Data is more readily available.
• More data is available
• Combined Birth, Metabolic and Hearing System,
  Immunization

10
What improvements have you seen in data vs errors
that have been introduced.

• Edits have improved the quality of data.
• Dropdowns have improved the consistency of data.
• If error in table, errors are easy to fix.
• Online Verification System - SSA
• Amendments