overview of the hands project survey results enhancements
TRANSCRIPT
BACK TO THE FUTURE!A LOOK AT
WIC FACE TO FACE MEETING
JANUARY 2015
AGENDA Overview of the HANDS project Survey Results Enhancements
HISTORY 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
VERY SUCCESSFUL ROLLOUT! 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
SUCCESSES & LESSONS LEARNED 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
AZ Local Agency HANDS Rollout
Survey
Demographics
Rural Urban0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
50.0% 50.0%
Survey Demographics
Demographics Continued
WIC
Dire
ctor
Trai
ner o
r Die
titia
n
Clinic S
uper
viso
rCNW
Other
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
17.4%
40.7%
17.4%
9.3%15.1%
What is Your Role Within The Agency
Planning
Strongly Disagree
Disagree Neutral Agree Strongly Agree
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
1.7%3.4%
12.1%
46.6%
36.2%
WIC State Program Staff Were Available and Responsive To Answer My Planning
Questions
Planning Continued
Strongly Disagree
Disagree Neutral Agree Strongly Agree
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
0.0%5.7%
11.3%
43.4%39.6%
WIC State IT Staff Were Available And Responsive To Answering My Planning
Questions
Planning Continued
Strongly Disagree
Disagree Neutral Agree Strongly Agree
0.0%5.0%
10.0%15.0%20.0%25.0%30.0%35.0%40.0%45.0%
0.0%4.2%
25.0%
37.5%33.3%
HANDS Planning Conference Calls Provided Me with Useful Information
Comments for the Planning Portion
“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.”
Training
Strongly Disagree
Disagree Neutral Agree Strongly Agree
0.0%5.0%
10.0%15.0%20.0%25.0%30.0%35.0%40.0%45.0%50.0%
3.2% 3.2% 6.5%
40.3%46.8%
I Was Able to Access the HANDS Training Site to Complete my Workbook
Training Obstacles Comments
“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.”
Ranking Training Options
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.
Training Options
0.0%20.0%40.0%60.0%
14.9%5.4%
13.5% 9.5%0.0%
56.8%
Which Training Option do you feel could be eliminated in the future?
Training Comments
“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.”
Training Comments (Cont)
“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.”
Rollout
Strongly Disagree
Disagree Neutral Agree Strongly Agree
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
3.2% 1.6% 3.2%
38.1%
54.0%
The Intensive Review Just Prior to Going Live Was Helpful
Rollout Continued
Strongly Disagree
Disagree Neutral Agree Strongly Agree
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
1.5% 3.0% 4.5%
21.2%
69.7%
It Was Helpful Having State Program Staff Onsite During Rollout Week
Rollout Continued
Strongly Disagree
Disagree Neutral Agree Strongly Agree
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
1.6%6.3% 7.8%
39.1%45.3%
The Amount Of Time State Program Staff Spent In The Clinic Was Sufficient In
Meeting My Needs
Rollout Continued
Strongly Disagree
Disagree Neutral Agree Strongly Agree
0.0%
10.0%
20.0%
30.0%
40.0%
1.7%
11.7% 11.7%
36.7%38.3%
The WIC IT Staff Was Available And Re-sponsive Within A Reasonable Time
When I Had An Equipment Issue During Rollout
Rollout Comments
“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.”
Rollout Comments Continued
“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.”
WIC Service Desk
Strongly Disagree
Disagree Neutral Agree Strongly Agree
0.0%
10.0%
20.0%
30.0%
40.0%
5.6%13.0%
5.6%
42.6%33.3%
The WIC Service Agent(s) Were Prompt In Providing An Initial Estimate Of The
Time It Would Take To Resolve The Issue At Hand.
WIC Service Desk
Strongly Disagree
Disagree Neutral Agree Strongly Agree
0.0%
10.0%
20.0%
30.0%
40.0%
5.5%7.3%
12.7%
36.4%38.2%
The WIC Service Agent(s) Consistently Followed Through With Resolving The Issue Once Initial Contact Was Made
WIC Service Desk
Strongly Disagree
Disagree Neutral Agree Strongly Agree
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
6.0%2.0%
6.0%
50.0%
36.0%
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
WIC Service Desk Comments “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.”
WIC Service Desk Comments
“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.”
HANDS Comments
“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!”
Feedback
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!
WHAT’S NEXT?
6 YEARS AND 2 KIDS LATER….
LOOKING TO THE FUTURE Expectations
◦ AIM vs HANDS Slowness issues are an IT Priority
◦ Work with individual agencies Reports Bug Fixes Enhancements Work Flow Analysis
VOTING ON FUTURE ENHANCEMENTS
Obtaining Agency Feedback Setting Priorities for Proposed
Enhancements Final Enhancement Decisions Will
Depend on Development Time and Available Funds
NEW VOTING TOOLS! 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!
Which of these pets is the best?
A. Beta FishB. KittenC. Puppy D. RockE. Hamster
A. B. C. D. E.
20% 20%18%
19%
23%Rank Them in Order of Best to Worst
General (page 1)
A. Change Deceased Client Text ColorB. Place Cursor When Selecting Navigation Pick ListC. Have Date Fields Display With Required
FormattingD. Always Display Functional Tabs at Top and Buttons
at the BottomE. Static Grid HeadersF. HANDS Takes the User to the Chosen Screen after
Save Prompt Is CompleteG. Add Last Date To Use (LDTU) Food Instrument
Information to Search Results ScreenH. Add Option To Transfer The Entire Family When A
Duplicate Record Is FoundI. Use Signature Pad to Sign Pump Agreement Form
A. B. C. D. E. F. G. H. I.
6%
9% 9%
12%
14%
11%11%
15%
12%
Active Record (page 2)
A. Breast Pump Icon Set on All Members in the Family
B. Add Certification End Date to Hovering Information
C. Show Icons When Hovering Over Client TabsD. Show High Risk Appointment When Hovering
Over Heart IconE. Show High Risk Codes When Hovering Over
Heart IconF. Add New Screen Complete Icon to the Active
RecordG. Add Additional Information to the Active
Record or Integrate Into the Family ScreenA. B. C. D. E. F. G.
15%
17%
14%
11%
14%15%
14%
Certification (page 4)
A. Include View Graph Functionality Button When Selecting Graph Type
B. Forgot Documentation Will Only Apply To The Person Being Certified
C. Change Answer To Immunization QuestionsD. Separate Base Table For “How Did You Hear
About WIC”E. Automatically Terminate Cert with Forgot
Documentation after 30 daysF. Notes FormattingG. Remove Note Character Length Restriction
A. B. C. D. E. F. G.
16%17%
13%
9%
16%
18%
10%
Assessment (page 5)
A. Change Infant Formula to Water Standard Questions to Allow For Answers With Decimals
B. Bold High Risk Codes on Assessment ScreenC. Auto-Assign Previous Pregnancies WIC CodesD. Add Ready to Feed Option To The Standard
QuestionsE. Show the Full ABCDEF. Modify WIC Code 132
A. B. C. D. E. F.
17% 17% 17%
13%
17%
19%
Food Package (page 6)
A. End of Appointment AlertsB. Add Reissuance of Formula FunctionalityC. Indicator That a Note for the 2nd Authorized
Rep/Proxy Education Has Been CreatedD. Add Functionality to Substitute CVV for Infant
Jarred Fruits and Vegetables for InfantsE. Prescription Expiring Warning MessageF. Add an “Issue Date” Column on the Void/Reissue
ScreenG. Client/Family Info Carryover to FB Look UpH. Make the Food Benefit Look Up grid sortableI. Combine the CVV and FB lookup sections
A. B. C. D. E. F. G. H. I.
13%
7% 7%
14%
12%
9%
14%
11%
14%
APPOINTMENT SCHEDULER
(page 7)A. Change the Appointment Availability Sort Order to Date and Time
B. Display the Day of the Week When Using ‘Find Appointments’
C. Remove “All” checkbox in Appointment Time Slot Template Builder
D. Partial Column Block without Building A Template
E. Text Message Reminder for Walk-In/Open AccessF. Use of the Enter Button When Using Add/Search
To Make AppointmentsG. List of Appointments Report by ColumnH. Sort List of Appointments Report by Family
Appointment TimeI. Show the Agency/Clinic Appointment Location
A. B. C. D. E. F. G. H. I.
11%
10%
9%
16%
9%
14%
10%
11%
10%
CSFP (page 8)
A. Add Address to CSFP Distribution List ReportB. Date Notification Like in AIMC. Need for Documentation Icon on Master
Distribution List
A. B. C.
33% 35%32%
Do you like using this voting tool & do you want to use it again?
A. Yes - Absolutely! Voting this way rocks!B. No! - Please spare me the clicking!
A. B.
5%
95%
QUESTIONS?