Creating Effective Webbased Information Systems

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Creating Effective Web-based Information Systems

• Stuart White, Ph.D.
• Supervisor
• Information Management
• MI Office of Services to the Aging

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Information Resources

• www.MiSeniors.net Replaced original agency web
  site - Michigan Aging Services System (MASS)
• www.1866michltc.net Developed as part of states
  long term care education and information campaign
• partner.miseniors.net Extranet replacing
  client/server enterprise running in proprietary
  wide area network.

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Visioning the Outcome

• Define Business Goals Prior to the Start
• Customer Focused Develop content for customers
  not agency
• Accessible content Conform to WC3 standards
• Respect privacy Customers control privacy
• Streamline AdministrationMatch burden with
  administrative efficiencies

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Customer Focused

• Developing content for customers not agency
• Identify customersOrganize content by customer
  type, ex. Caregivers Corner
• Test content with customersNielsen usability
  study and focus groups
• Use interactive tools Prescreens, forms,
  self-assessments

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Customer Specific Content
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Accessible Content

• Conform site design and content to standards for
  accessibility
• Bobby approved Test site against W3C standards
  for accessibility
• Convert text to speechAccess content with text
  to speech browser
• Text only browser capability
• Design and test for non-graphic access

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Tested for Compliance with W3C Standards
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PDF Content Convertible to Speech
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Respect Privacy

• Protect customer privacy and provide for
  confidentiality in transmission
• Highlight Privacy Policy Adhere to federal
  guidelines
• Secure communication Encryption eCommerce sites
  and Banks use for credit cards
• Give people choiceCommunication encrypted at
  customer choice

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Customers Control Privacy
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Customer Search for Assistance

• Assumptions
• Customer has
• General idea of what is needed Has a need for
  help with an aging parent or relative
• No working knowledge of aging servicesUnfamiliar
  with aging taxonomy or infrastructure
• Little if any knowledge of state geographyKnows
  the address of person needing care but little
  else
• Willingness to trust government resourceLooking
  for validation of quality and reliability in
  service vendor

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Solution - Add Intelligence

• Guide customer search for services
• Organize services by service types No need to
  know network taxonomy
• Define servicesDescriptions derived from state
  standards
• Limit reliance on knowledge of stateLocate
  counties in which known geographies reside

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Guide Search with Service Types
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Describe Service Type
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List Services Linked to Definitions
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Define Service
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Help Locate Vendors
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Add Knowledge to Search Process
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Provide for Secure Feedback
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Manage Feedback
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Streamline Administration

• Match burden with administrative efficiencies
• Shift burden to usersReview and approve user
  supplied information
• Engage business partnersVendors and AAAs provide
  resource information
• Manage information simplySupport staff not IT
  developers maintain data currency

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Shift Burden Beyond Agency
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Shift Burden Beyond Agency
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Shift Burden Beyond Agency
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Manage Resource Information Online

• Application Overview
• Built for support staff to useNot a DBA or
  Developer role
• Search for and modify ResourcesLocate and edit
  vendor information in database
• Add Resources Add vendor information to database

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Manage Resource Information Online

• Resource Overview
• General Resource Info
• Site and Contact Info
• Services Available
• Geographic Services Area
• Service Contact Info
• Agency Type
• Associated Area Agency on Aging

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Strategic Business Knowledge

• Monitor Site UseAnalyze logs and use of online
  resource directory
• Mine Professional Knowledge Content driven by
  customer contact with agency
• Systems Analysis Service gaps, program planning,
  strategic marketing

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Future Options

• Expand interactive functions Additional benefit
  prescreens, nutrition education personalization,
  anonymous reporting to ombudsman, caregiver
  self-assessment, moderated discussions long term
  care financial readiness self-assessment
• Additional administrative control Complete
  content management capability for non-technical
  people to maintain web content FAQ database with
  mined feedback responses
• More varied content Audio and video content and
  possibly computer based training manuals