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Progress Report on HANDS Project

Overview of the HANDS project, including survey results, enhancements, JAD sessions, CMA contract award, development phases, UAT, training, and feedback. Discusses the reception by local agencies, IT staff availability, training effectiveness, and suggestions for improvement.

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Progress Report on HANDS Project

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  1.  Overview of the HANDS project  Survey Results  Enhancements

  2.  JAD Sessions in 2008 ◦ Local Agencies gave their “wish lists”  CMA Contract award in 2009 ◦ Begin technical design sessions with the local agencies and Partners  Development/QA by CMA  UAT with the local agencies and Partners in March 2014  Training Advisory Group  Beta and Pilot  Rollout

  3.  Thanks to Everyone for Their Hard Work & Dedication to the Project ◦ Local Agencies & Their IT ◦ State Program & Infrastructure Teams  5 State Agencies in record time  Presenting to USDA Next Week

  4.  Helpdesk was moved to AZ!  Managing AIM and HANDS – Complex  Bug Identification and fixes  Staff learned HANDS quickly!  Planning is KEY!  System is stable  It’s not perfect….yet

  5. Survey Demographics Survey Demographics 60.00% 50.0% 50.0% 50.00% 40.00% 30.00% 20.00% 10.00% 0.00% Rural Urban

  6. What is Your Role Within The Agency What is Your Role Within The Agency 50.0% 40.7% 40.0% 30.0% 17.4% 17.4% 20.0% 15.1% 9.3% 10.0% 0.0% WIC Director Trainer or Clinic Supervisor CNW Other Dietitian

  7. WIC State Program Staff Were Available and Responsive To Answer My Planning Questions WIC State Program Staff Were Available and Responsive To Answer My Planning Questions 46.6% 50.0% 36.2% 40.0% 30.0% 20.0% 12.1% 10.0% 3.4% 1.7% 0.0% Strongly Disagree Disagree Neutral Agree Strongly Agree

  8. WIC State IT Staff Were Available And Responsive To Answering My Planning Questions WIC State IT Staff Were Available And Responsive To Answering My Planning Questions 50.0% 43.4% 39.6% 40.0% 30.0% 20.0% 11.3% 10.0% 5.7% 0.0% 0.0% Strongly Disagree Disagree Neutral Agree Strongly Agree

  9. HANDS Planning Conference Calls Provided Me with Useful Information HANDS Planning Conference Calls Provided Me with Useful Information 45.0% 37.5% 33.3% 35.0% 25.0% 25.0% 15.0% 4.2% 5.0% 0.0% -5.0% Strongly Disagree Disagree Neutral Agree Strongly Agree

  10.  “I feel everything went good with planning and am thankful for all the people that did the testing and pilot sites.”  “I think that i had all the support i needed to work with hands, but the system wasn't ready to perform to our needs.”  “State did a great job of preparing our local agency for the changes that took place with HANDS.”  “Open, honest, and clear communication is important.”

  11. I Was Able to Access the HANDS Training Site to Complete my Workbook I Was Able to Access the HANDS Training Site to Complete my Workbook 46.8% 50.0% 40.3% 40.0% 30.0% 20.0% 6.5% 10.0% 3.2% 3.2% 0.0% Strongly Disagree Disagree Neutral Agree Strongly Agree

  12.  “Time to practice. The website sometimes took too long to upload.”  “Just finding the time to complete the training. The site itself worked fine.”  “Never was allowed access to the HANDS training site or to the iLINC phone calls.”  “None, I just wish we would have access to it sooner.”  “Not enough employees in clinic to take care of our clients.”

  13.  Over 75% of survey participants felt that Week Long Helping HANDS Training was most useful.  Training Workbooks and Online HANDS Video Tutorials were closely ranked as next types of useful training options  Over half of survey participants felt that Monthly Training iLINC (Training advisory group) were least helpful.

  14. Which Training Option do you feel could be eliminated in the future? Which Training Option do you feel could be eliminated in the future? 56.8% 70.0% 60.0% 50.0% 40.0% 30.0% 14.9% 13.5% 20.0% 9.5% 5.4% 10.0% 0.0% 0.0%

  15.  “I do think the workbook was an important training tool, but I had a hard time finding the information that I need to do my job.”  “More time preparing/trouble-shooting issues”  “The week long training was very helpful because we were able to practice and work through any problems that came up and the website videos were also very helpful to teach staff after I had gone through the training. It showed things that we could do in HANDS that I would have forgotten to mention to staff if I had not been prompted by the videos.”

  16.  “Small groups for the training in phoenix for the 'train the trainer' week was good!”  “More scenarios please! I felt that "normal" operations were well covered, but some items like voiding, formula replacement, out of state transfers could have used more practice scenarios.”  “I feel I need a refresher training; however the system is easy to operate, I feel I could be more efficient with it.”

  17. The Intensive Review Just Prior to Going Live Was Helpful The Intensive Review Just Prior to Going Live Was Helpful 60.0% 54.0% 50.0% 38.1% 40.0% 30.0% 20.0% 10.0% 3.2% 3.2% 1.6% 0.0% Strongly Disagree Disagree Neutral Agree Strongly Agree

  18. It Was Helpful Having State Program Staff Onsite During Rollout Week It Was Helpful Having State Program Staff Onsite During Rollout Week 80.0% 69.7% 60.0% 40.0% 21.2% 20.0% 4.5% 3.0% 1.5% 0.0% Strongly Disagree Disagree Neutral Agree Strongly Agree

  19. The Amount Of Time State Program Staff Spent In The Clinic Was Sufficient In Meeting My Needs The Amount Of Time State Program Staff Spent In The Clinic Was Sufficient In Meeting My Needs 50.0% 45.3% 39.1% 40.0% 30.0% 20.0% 7.8% 6.3% 10.0% 1.6% 0.0% Strongly Disagree Disagree Neutral Agree Strongly Agree

  20. The WIC IT Staff Was Available And Responsive Within A Reasonable Time When I Had An Equipment Issue During Rollout The WIC IT Staff Was Available And Responsive Within A Reasonable Time When I Had An Equipment Issue During Rollout 50.0% 38.3% 36.7% 40.0% 30.0% 20.0% 11.7% 11.7% 10.0% 1.7% 0.0% Strongly Disagree Disagree Neutral Agree Strongly Agree

  21.  “I believe the staff was more ready than the computer system was to roll-out. The lag time of the computers created a major problem with servicing clients. I spent more time waiting on computer screens to upload than anything the first few weeks. also, it would be a lot more convenient if the IT number to call *which is on the mouse pads* was more readily accessible. Having to call long distance is cumbersome and inconvenient.”

  22.  “Allow for the clinic to see less clients during those days so they have more time to learn and do things right. We had no control and a high volume of clients to see that week we rolled out and it became overwhelming for staff to manage seeing all the clients that came in while learning/using a new system.”  “I think it was much smoother than I thought it would be. Having ADHS there to help when we went live made the transition very easy.”

  23. The WIC Service Agent(s) Were Prompt In Providing An Initial Estimate Of The Time It Would Take To Resolve The Issue At Hand. The WIC Service Agent(s) Were Prompt In Providing An Initial Estimate Of The Time It Would Take To Resolve The Issue At Hand. 50.0% 42.6% 33.3% 40.0% 30.0% 20.0% 13.0% 5.6% 5.6% 10.0% 0.0% Strongly Disagree Disagree Neutral Agree Strongly Agree

  24. The WIC Service Agent(s) Consistently Followed Through With Resolving The Issue Once Initial Contact Was Made The WIC Service Agent(s) Consistently Followed Through With Resolving The Issue Once Initial Contact Was Made 50.0% 38.2% 36.4% 40.0% 30.0% 12.7% 20.0% 7.3% 5.5% 10.0% 0.0% Strongly Disagree Disagree Neutral Agree Strongly Agree

  25. If An Issue Was Out Of The WIC Agent's Knowledge Area, He/She Worked With An Appropriate Resource To Resolve The Issue At Hand If An Issue Was Out Of The WIC Agent's Knowledge Area, He/She Worked With An Appropriate Resource To Resolve The Issue At Hand 60.0% 50.0% 36.0% 40.0% 20.0% 6.0% 6.0% 2.0% 0.0% Strongly Disagree Disagree Neutral Agree Strongly Agree

  26.  “They are very pleasant and helpful. We have only had one or two issues that were not quickly resolved. I really like the options to reach someone whether it is HANDS or LMS or other things. I think that some staff still a little frustration as we are still working through some things and how HANDS works in certain screens. Knowing whether it is supposed to work this way or should it be an enhancement or not.”  “Sometimes they didn't answer the phone.”

  27.  “The service desk has been available, helpful, and timely.”  “They kept their cool under pressure”  “They were very helpful but since we were a pilot clinic for our agency we ran into a lot of issues that took a lot of time to resolve considering the clients were in the office waiting at that point”  “They did a great job, however there was some inconsistency in work arounds when speaking with different agents.”

  28.  “I'm disappointed with HANDS overall. I had such high hopes that it would be significantly better than AIM however in many aspects it is not. Things such as not having to log in and out between clinics is trivial when compared to the number of bugs and the slowness of the system when loading between screens.”  “I was amazed at how well it all went. Any minor problems we had were quickly resolved by state staff here helping us or by the service desk. It was almost a non-event and that's a good thing!”

  29.  THANK YOU! ◦ Important for the learning and growing process  We will review all comments ◦ What can we do better? ◦ How can we apply the lessons to EBT and other future rollouts?  We have feedback for you!

  30.  Expectations ◦ AIM vs HANDS  Slowness issues are an IT Priority ◦ Work with individual agencies  Reports  Bug Fixes  Enhancements  Work Flow Analysis

  31.  Obtaining Agency Feedback  Setting Priorities for Proposed Enhancements  Final Enhancement Decisions Will Depend on Development Time and Available Funds

  32.  One per agency  Enter each letter in order that you want to rank them (highest to lowest)  Look at the top left to see the last selection you put in.  Let’s practice!

  33. Rank Them in Order of Best to Worst 23% A. Beta Fish B. Kitten C. Puppy D. Rock E. Hamster 20% 20% 19% 18% A. B. C. D. E.

  34. A. B. C. Change Deceased Client Text Color Place Cursor When Selecting Navigation Pick List Have Date Fields Display With Required Formatting Always Display Functional Tabs at Top and Buttons at the Bottom Static Grid Headers HANDS Takes the User to the Chosen Screen after Save Prompt Is Complete Add Last Date To Use (LDTU) Food Instrument Information to Search Results Screen Add Option To Transfer The Entire Family When A Duplicate Record Is Found Use Signature Pad to Sign Pump Agreement Form 15% 14% 12% 12% 11% 11% D. 9% 9% E. F. 6% G. H. A. B. C. D. E. F. G. H. I. I.

  35. A. Breast Pump Icon Set on All Members in the Family Add Certification End Date to Hovering Information Show Icons When Hovering Over Client Tabs Show High Risk Appointment When Hovering Over Heart Icon Show High Risk Codes When Hovering Over Heart Icon Add New Screen Complete Icon to the Active Record Add Additional Information to the Active Record or Integrate Into the Family Screen 17% 15% 15% B. 14% 14% 14% C. D. 11% E. F. G. A. B. C. D. E. F. G.

  36. A. Include View Graph Functionality Button When Selecting Graph Type Forgot Documentation Will Only Apply To The Person Being Certified Change Answer To Immunization Questions Separate Base Table For “How Did You Hear About WIC” Automatically Terminate Cert with Forgot Documentation after 30 days Notes Formatting Remove Note Character Length Restriction 18% 17% 16% 16% B. 13% C. D. 10% 9% E. F. G. A. B. C. D. E. F. G.

  37. A. Change Infant Formula to Water Standard Questions to Allow For Answers With Decimals Bold High Risk Codes on Assessment Screen Auto-Assign Previous Pregnancies WIC Codes Add Ready to Feed Option To The Standard Questions Show the Full ABCDE Modify WIC Code 132 19% 17% 17% 17% 17% B. C. D. 13% E. F. A. B. C. D. E. F.

  38. 14% 14% 14% A. B. C. End of Appointment Alerts Add Reissuance of Formula Functionality Indicator That a Note for the 2nd Authorized Rep/Proxy Education Has Been Created Add Functionality to Substitute CVV for Infant Jarred Fruits and Vegetables for Infants Prescription Expiring Warning Message Add an “Issue Date” Column on the Void/Reissue Screen Client/Family Info Carryover to FB Look Up Make the Food Benefit Look Up grid sortable Combine the CVV and FB lookup sections 13% 12% 11% 9% D. 7% 7% E. F. G. H. I. A. B. C. D. E. F. G. H. I.

  39. 16% A. Change the Appointment Availability Sort Order to Date and Time Display the Day of the Week When Using ‘Find Appointments’ Remove “All” checkbox in Appointment Time Slot Template Builder Partial Column Block without Building A Template Text Message Reminder for Walk-In/Open Access Use of the Enter Button When Using Add/Search To Make Appointments List of Appointments Report by Column Sort List of Appointments Report by Family Appointment Time Show the Agency/Clinic Appointment Location 14% B. 11% 11% C. 10% 10% 10% 9% 9% D. E. F. G. H. A. B. C. D. E. F. G. H. I. I.

  40. A. B. C. Add Address to CSFP Distribution List Report Date Notification Like in AIM Need for Documentation Icon on Master Distribution List 35% 33% 32% A. B. C.

  41. 95% A. Yes - Absolutely! Voting this way rocks! B. No! - Please spare me the clicking! 5% A. B.

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