Government Case Management with Multi-Channel Delivery Presented by Paul Loumena

1. Government Case Management with Multi-Channel Delivery Presented by Paul Loumena Vice President of Sales Building and managing documentsthat express your business

2. 3 Projects • Medicaid and Part D Prescription Benefit Administration • One State’s Document Production for Revenue, Employment and Training, and Child Welfare Services. • Case Management for Health and Family Service

3. Medicaid and Part D Prescription Benefit Administration: The Challenges • A major IT services provider inherited an outdated Medicaid claim document process upon taking over State’s data center and production print center. • State mandates that enrollees be notified of coverage within 7 days of enrollment. • HIPAA requirements dictate deployment of sophisticated document archival and retrieval that taxed aging document management software. • IT services provider seeks federal certification of IT infrastructure for CMS Part D Prescription Benefit Administration. • IT services provider seeks to design new document processes for Medicaid administration that will accomplish two goals: • Ensure success in current State environment for negotiation of contract extension • Encompassing design that could be employed in any State for new business opportunities.

4. Medicaid and Part D Prescription Benefit Administration: The Challenges New System Requirements: Implementation of document design, maintenance and production processes for approx 24 notices with multiple variations of each notice (English/Spanish/other, state-based variations, etc.) that include patient data as well as logo and data placement for local providers. Support for existing mainframe LCDS workflow for old document applications and gradual migration to a document composition system affording rapid application development. Multi-channel delivery: Metacode output to existing printers PCL/Postscript output to new printers as existing printers are replaced or upgraded. TIFF output to document management system Existing document management system has weak front-end parser requiring that sophisticated document indexing be supported for TIFF production.

5. Medicaid and Part D Prescription Benefit Administration:The Solution Company implemented Elixir’s DesignPro Tools to support design of new and modification of existing Xerox forms and printing resources. Elixir Professional Services developed POC for Elixir PageMiner to test acceptability of TIFF output from LCDS with up to twelve elements of data mined from the LCDS and concatenated into the file name of each TIFF image. Elixir Professional Services developed POC for Opus design and production of Metacode, PS/PCL and TIFF output for new document applications. Upon implementation of Opus, Company found that the ease of new document application development in Opus was so great that all document applications were moved to Opus and repurposing of LCDS to TIFF with PageMiner was not necessary.

6. One State’s Document Production for 3 DepartmentsThe Challenges State legislative mandate calls for Departments’ communications to citizens to be more clear and provided in multiple languages. Consultant began evaluation process for State Revenue Department by determined State workers’ preference for form design. PageMaker was the choice. Vendor software evaluation based upon: Ability to handle PageMaker forms natively Output to Metacode to support existing printers, output to PS/PCL to support planned new printers, output to PDF to support document archival. Ease of use and worker training. Vendor providing outsource services for document application development to ensure rapid adoption and implementation of new system.

7. One State’s Document Production for 3 DepartmentsThe Solution Consultant’s evaluation lead to selection of Elixir PrintDriver and Elixir Opus. Elixir PrintDriver affords import of PageMaker files into a format native to Opus for resource-level editing to the source within Opus designer. Opus output of Metacode supported existing printers while new PCL/PS printers installed. All Xerox forms and resources developed for Revenue Department’s LCDS notices are imported into Opus in native format. Opus output from PostScript found to be faster and produce more efficient PDF than Adobe Distiller. Successful implementation of Opus at Department of Revenue leads to adoption of Opus in Child Welfare Services and at Department of Employment and Training.

8. Opus Architecture AFPHTML LCDS-SpectrumMetacodePCLPDFPostScriptPPMLVIPPVPS

9. Case Management for Health and Family ServicesThe Challenges • State identifies need for notice re-engineering: Poor notices cause a cycle of problems for all stakeholders: Poor notices cause fear, confusion, and anger for clients and, they, in turn call their caseworkers Excess calls to caseworkers increase their workloads 2 1 3 Increased workloads lead to poor customer service, more notices generated, and payment accuracy problems

10. Case Management for Health and Family ServicesThe Challenges Existing notice development via hand-coded PPFA for AFP output to printers is cumbersome. Storage of AFP print files in State’s document archival system does not allow for reprint or web presentment of documents of full fidelity to original. State call center and regional office workers need ability to view past notices, reprint or email past notices, make modifications to client data and republish revised notices, and to make ad hoc comments on notices with management approval of revised document prior to release. New and revised documents must be automatically routed to proper location for reprint or email delivery.

11. Case Management for Health and Family Services: The Solution Business Users Document Submission Portal Elixir Correspondence System Collaborative Design On Demand document reproduction Change management User rights administration IT Site Opus Document Composition and Production System Legal Data Repository Opus Document Design Repository Internet Business Analyst Opus Web Service Compliance Officer Review and Approval Opus Production Host Internet IT site Opus template design stations Public Users Fully-composed Print File PDF PCL HTML Production Printer Document Archive EMai/Fax

12. Thank you! Paul Loumena 805.648.9162paul_loumena@elixir.com Building and managing documentsthat express your business