special supplemental nutrition program women, infants, and ...special supplemental nutrition program...

Special Supplemental Nutrition Program Women, Infants, and Children (WIC) Crossroads User Group Charter – 2015 A United States Department of Agriculture (USDA)/Food and Nutrition Service (FNS) State Agency Model (SAM) System This document details the rules and guidelines for the User Group of State agencies implementing the Crossroads SAM System.

2015

Crossroads User Group 8/31/2015

Special Supplemental Nutrition Program Women, Infants, and Children (WIC) Crossroads User Group Charter – 2015

2 August 31, 2015

Document Modification History

Date Updated by Requested by/for Modification

4/13/2015 FNS SFPD Crossroads User Group Version – 2015 dtd 4/13/2015

5/1/15 Caroline Jackson FNS Reviewed and accepted and updated some of the comments

6/12/2015 Suntiva Crossroads User Group Update

6/23/2015 Suntiva Crossroads User Group Version-2015 dtd 6/23/2015

7/09/2015 Suntiva Crossroads User Group Version-2015 dtd 7/09/2015 (SSO Comments)

8/31/2015 Jim Finley Crossroads User Group Version-2015 dtd 8/31/2015 (version approved for signatures)


August 31, 2015 3

Table of Contents Introduction and Mission .............................................................................................................................. 4

Section 1: Goals ............................................................................................................................................. 4

Section 2: Expectations ................................................................................................................................. 4

Section 3: Guiding Principles ......................................................................................................................... 5

Section 4: Stakeholders ................................................................................................................................. 6

Section 5: Organizational Structure ............................................................................................................ 10

Section 6: User Group Membership ........................................................................................................... 11

Overview ................................................................................................................................................. 11

Transfers ................................................................................................................................................. 12

Section 7: Executive Steering Committee (ESC) .......................................................................................... 13

Section 8: Designated Governing Board (DGB) ........................................................................................... 15

Section 9: Change Control Board (CCB) ...................................................................................................... 15

Section 10: Product Director ....................................................................................................................... 16

Section 11: Product Management Office (PMO) ........................................................................................ 17

Section 12: Acquisition Work Group (AWG) ............................................................................................... 18

Section 13: Technical Advisory Group (TAG) .............................................................................................. 18

Section 14: Tasks Forces ............................................................................................................................. 19

Section 15: Communications and Collaboration Management Plan (CCMP) ............................................. 20

Section 16: Voting Process .......................................................................................................................... 20

Section 17: Risks and Mitigation ................................................................................................................. 21

Section 18: Critical Success Factors ............................................................................................................ 22

Section 19: Amendments to Formal Crossroads User Group Governance Documents ............................. 22

Section 20: Charter Sign Off and Approval ................................................................................................ 24

Section 21: List of Current Crossroads User Group Members .................................................................... 25

Glossary of Terms and Acronyms ............................................................................................................... 26

Appendix A: Crossroads Maintenance & Enhancement Contract .............................................................. 27


4 August 31, 2015

Introduction and Mission

Crossroads is a State Agency Model (SAM) launched to develop a Special Supplemental Nutrition

Program for Women, Infants, and Children (WIC) Management Information System (MIS) that can easily

transfer to other WIC State agencies (SAs). This will significantly reduce SA duplication of effort,

minimize the effects of the time, effort, and cost to operate, maintain, and enhance the System. The

philosophy of the SAM is "Build it once, and replicate it many times.” The Crossroads User Group

supports this philosophy and operates as described in this document.

This Charter references two entities throughout the document: “User Group” and “System.” “User

Group” refers to the SAs that are members of the Crossroads User Group, both voting and non-voting

members. “System” refers to the Crossroads Management Information System and source code.

Section 1: Goals

The Crossroads User Group employs this Charter to govern its structure and function.

The primary goal of the Crossroads User Group is to work for the good of all SAs and for the good of all

WIC Program recipients by maintaining the integrity of the System. The Crossroads User Group works

collaboratively to enhance the System so that it remains a state-of-the-art system compatible with

emerging technology and meets current and future program requirements. Additional goals of the

Crossroads User Group are to:

Maintain the integrity and enhance the System source code.

Support the successful Crossroads implementation of the System in all member states.

Ensure the interests of all Crossroads User Group members are represented.

Provide a formal means for Crossroads User Group members to benefit from sharing each

other’s knowledge and experiences.

Realize economies of scale when System changes are required or enhancements identified.

Section 2: Expectations

The Crossroads User Group operates under the following expectations:

The Maintenance & Enhancement (M&E) contractor will maintain the System source code base

after a transition period with the original Design, Development, and Implementation (DD&I)

contractor.

No entity other than the M&E contractor, including other Transfer & Implementation (T&I) and

Maintenance and Operations (M&O) providers or the member states themselves, can alter the

source code.


August 31, 2015 5

The M&E contractor maintains and supports three major versions (current release and two

previous releases) of the System source code.

All Crossroads T&I and M&O providers working on the System under the direction of member

states are required to work collaboratively with the Crossroads User Group.

All SA members, and T&I and M&O providers agree not to alter the Crossroads source code.

(Note: this should be included in the contractual language or agreements with T&I and M&O

providers).

New member states are responsible for installation, data conversion, training, user acceptance

testing (UAT), pilot, and rollout activities for the System in their state environments.

All member states are responsible for testing system changes.

The Crossroads User Group works with FNS for support and strategic guidance.

USDA FNS tentatively plans to provide Technology Funds for the PMO and for the M&E

maintenance costs. SAs will need to use NSA funds for M&O and System enhancement costs.

The User Group follows the Advance Planning Document (APD) process for prior approval in

accordance with guidance in FNS Handbook 901, regardless of funding source.

USDA FNS has a royalty-free, nonexclusive, and irrevocable license to reproduce, publish, or

otherwise use, and to authorize others to use for federal government purposes, the System

code and all documentation. The Crossroads System is not in the public domain.

Any request for copies of the source code from outside the User Group must be approved by

FNS.

Section 3: Guiding Principles

Member states agree to operate under the following guiding principles:

Member states participate in Crossroads User Group activities via conference calls, face-to-face

meetings, email discussions, committee membership, project leadership, team membership,

and facilitation leadership.

Member SAs may not modify Crossroads software outside of established User Group processes.

Member states share responsibility for the work involved in executing enhancements, including

design, test, and implementation.

Member states provide resources as needed.

Member states modify existing business processes where feasible instead of requesting

modifications to the System. Development of state specific functionality will be the exception

and low priority.

Member states commit to stay within the current major release and two previous major

releases of the most current System version.

Violation of these Guiding Principles may result in removal from the User Group and/or loss of support

from the M&E contractor.


6 August 31, 2015

Section 4: Stakeholders

The Crossroads User Group operates in a complex environment. Many diverse stakeholders are involved

with the User Group. The picture below provides a high-level example of these relationships.

The table below lists the Crossroads User Group’s internal Stakeholder entities and outlines each

group’s high-level responsibilities.

Stakeholder Entity Involvement

State agency (SA) o Lead implementation of System within respective SA


August 31, 2015 7


and shall abide by established User Group processes with respect to desired system modifications.

o Support ongoing operations and enhancements of the System.

o Participate in ESC, DGB, CCB, TAG, AWG, and task force calls and meetings as assigned.

o Designate qualified SA representatives for participation in Crossroads User Group ESC, DGB, CCB, TAG, AWG, and task forces.

o Support hosting of the Crossroads User Group Annual meeting.

o Coordinate UAT with the PMO. o Identify a Crossroads liaison to work with the CCB and

PMO on timely UAT schedule. o Test functionality and performance of releases prior to

placing the new release into the production environment.

o Share testing results with the Crossroads User Group and enter defects found during testing into the approved defect tracking system as identified by the CCP.

o Document System errors in the issue tracking system. o Submit enhancement requests using the CCP. o Vote for System enhancements as ESC, DGB, and CCB

members (when eligible). o Share in the cost of maintenance through the

Memorandum of Agreement (MOA) to the User Group M&E contract once the SA receives FNS approval to proceed with pilot.

o Submit information to PMO for Crossroads reporting to meet established Federal requirements.

Executive Steering Committee (ESC) o Serve as the governing body of the User Group. o Review and make final decisions on System change

requests. o Review and make final decisions on Crossroads User

Group administrative and contracting issues. o Lead efforts to secure funding for the Crossroads User

Group as required. o Ensure all requests for funding, acquisitions, and

enhancements follow the established APD process. o Communicate recommendations to FNS and transfer

states during the transfer process. o Ensure appropriate SA representation for DGB, CCB,

AWG, TAG, and task forces. o Ensure timely and thorough testing and reporting by


8 August 31, 2015


SAs.

Designated Governing Board (DGB) o Work with CCB to validate change requests to forward to the ESC for approval.

o Review M&E Contract Service Level Agreements (SLAs) for compliance and report to ESC on status.

o Assess State and Federal compliance as part of the impact analysis for all System enhancements.

o Analyze the impacts of competing state-based regulations, assesses the impact of regulations on the System, and recommend a strategy to address the situation.

Change Control Board (CCB) o Coordinate with the PMO in executing the Crossroads User Group CCP.

o Evaluate change ideas and System defect changes. o Provide change idea recommendations to DGB and

ESC. o Provide recommendations for change request

prioritization. o Participate in release planning and scheduling. o Assist with completed transfer SA Alternatives Analysis

documentation for System implementation.

Task Force(s) o Temporary work groups. o Analyze emergent issues on behalf of the Crossroads

User Group and make appropriate recommendations.

Technical Advisory Group (TAG) o Team of SA technical experts tasked with providing a proactive focus on future technologies for the System.

Product Director o Serve as a liaison with the maintenance and enhancement contract manager to oversee contract performance.

o Oversees PMO performance and PMO contract. o Serve as the primary point of contact for all System

and product communications with USDA/FNS, ESC, and contractors, including all deliverables and schedules.

Product Management Office (PMO) o Support the CCB in execution of the CCP. o Submit service orders on behalf of the User Group to

the M&E contractor. o Provide administrative and facilitation support to ESC,

DGB, CCB, TAG, and task forces. o Share information with internal and external partners

through conference calls, annual meetings, and documentation.

o Participate with the M&E contractor in System DD&I and defect resolution activities.

o Conduct preliminary testing on releases as defined by the CCP.


August 31, 2015 9


o Coordinate UAT with SAs. o Manage the document-sharing website and administer

the Communications and Collaborations Management Plan (CCMP).

o Prepare all APDs and prior approval requests for the Crossroads User Group for approval by the ESC.

o Serve as point of contact for SA transfer inquiries and coordinate the Alternatives Analysis documentation review by CCB.

o Serve as a point of contact for all System and product communications with USDA/FNS, ESC, and contractors, including all deliverables and schedules.

Maintenance & Enhancement (M&E) Contract State

o Draft initial contract and amendments to the M&E contract.

o Administer the M&E contract. o Support submission of service orders on behalf of the

User Group to the M&E contractor. o Submit prior approval requests, APDs, and updates as

required. o Receive and disburse funds. o Retain ultimate responsibility for M&E contract.

Product Management Office (PMO) Contract State

o Administer the PMO contract on behalf of the User Group.

o Submit prior approval requests, APDs, and updates as required.

o Receive and disburse funds.

United States Department of Agriculture Food Nutrition Service (FNS)

o Provide input, review and approve APDs and related documents.

o Communicate regulatory/mandatory changes that affect the System and Crossroads User Group.

o Provide an ex officio member to the ESC with the authority to provide advice on behalf of FNS and respond to the User Group.

o Coordinate with ESC on matters of Charter compliance by member SAs as requested by the ESC.

o Coordinate with ESC on matters relating to SAs applying for membership in the User Group.

o Provide funding for PMO if available.

Acquisition Working Group (AWG) o Represent SA interest in procurement actions. o Coordinate with SA procurement SMEs to facilitate

creation of User Group contracts. o Assist with drafting and reviewing contract documents. o May participate or assist in contractor source

selection.

Maintenance & Enhancement (M&E) o Exclusively maintain System source code.


10 August 31, 2015


Contractor o Maintain the System source code, support current release and two previous versions of the System in production.

o Actively promote transparency, cooperation, and collaboration in all interactions with the Crossroads User Group stakeholders.

o Participate on the CCB as a non-voting member. o Administer defect-tracking process. o Ensure all System documentation is current and

accurate, including Detailed Functional Design Documents (DFDDs), Detailed Technical Specifications (DTS), Configuration Document and User Manuals.

Section 5: Organizational Structure

This section provides an overview of the organizational components of the Crossroads User Group (a

detailed description of each organization’s role follows in sections 6 – 10):

Executive Steering Committee (ESC), consisting of a primary (SA WIC Director) and an alternate

member (someone designated by the WIC Director) representing each member SA, with full

decision-making authority, is responsible for leadership of the User Group.

Designated Governing Board (DGB), consisting of one participant from each member SA and in

conjunction with ESC, provides oversight to the Maintenance and Enhancement (M&E)

contractor and makes recommendations to the SA contract holder and ESC.

Change Control Board (CCB), consisting of System Subject Matter Experts (SMEs) and other

technical representatives from member SAs is responsible for executing the Change Control

Process (CCP).

Acquisition Work Group (AWG), consisting of SA SMEs, provides support through the User

Group for procurement activities such as the M&E contract.

Technical Advisory Group (TAG), consisting of SA functional and technical SMEs, provides

guidance regarding System lifespan and related issues.

Task Forces (TF), sponsored by the CCB and Crossroads ESC and composed of SA SMEs, is

responsible for emergent User Group related issues.

Product Management Office (PMO) is responsible for facilitating User Group processes.

Crossroads Product Director manages the M&E contract and provides oversight and guidance to

the PMO.

A high-level overview of the User Group follows below. The activities in the left column represent activities and tasks performed by various User Group organizations to support the System and the User Group. The center column depicts the leadership role performed by the ESC to support the User Group. Activities and tasks in the right column are the results of the ESC decisions.


August 31, 2015 11

Section 6: User Group Membership Overview

All Crossroads User Group members agree to work to promote the sharing of ideas, knowledge, and

problem identification and resolution. The User Group also collaboratively controls updates and

enhancements to the common System to ensure the integrity of the base code. SAs join with the

commitment and understanding that the Crossroads User Group processes and decisions focus on


12 August 31, 2015

promoting the best interests and greater good of the Crossroads User Group and WIC Program

stakeholders.

Crossroads User Group membership provides many benefits to SAs. Specifically:

Economies of scale and cost sharing in maintaining and enhancing the System.

Potential to increase the purchasing power through collaborative efforts.

Knowledge sharing across the Crossroads User Group membership to improve processes,

efficiencies, task sharing, and System performance.

Priority FNS support.

Crossroads User Group members benefit greatly as they are able to:

Hold a seat on the ESC.

Participate in the Change Control voting process to help determine the content, priority, and

timing of enhancements.

Receive System enhancements as newer versions of the System are developed, tested, and

approved for release.

Participate in the Crossroads User Group voting process, including the ESC, DGB, CCB, and AWG

when applicable and eligible.

Participate in and review coordinated testing results of new System releases.

Transfers

In order to join the Crossroads User Group, transfer SAs must complete the FNS APD process and be

approved by FNS and the ESC to sign the Charter. Additionally, the SA must have a signed contract with

the M&E contractor under the lead M&E SA master contract to receive System maintenance and

enhancement support.

To be considered for membership in the Crossroads User Group, a SA must follow established FNS APD

guidelines outlined in Handbook 901. FNS will work with the transfer SA to complete an Alternatives

Analysis. SAs are required to take the System “as is”- without enhancements. The transferring SA may be

required to modify existing business processes to meet this requirement. Any gaps in System

functionality may be addressed once the transfer SA has joined the Crossroads User Group and

participates in the CCP.

The Crossroads PMO and CCB are available to assist with the review of completed SA Alternatives

Analysis documentation to clarify functional questions and requirements necessary for a SA to

implement the System. This includes reviewing the current list of enhancements being implemented and

planned by the User Group. Additionally, the ESC regularly evaluates the Crossroads User Group size to

ensure an optimal balance exists between the number of members in the Crossroads User Group and its

ability to provide value and services to its members. FNS will coordinate with the ESC regarding

Crossroads User Group membership decisions. Once a SA receives approval from the ESC and FNS, it can


August 31, 2015 13

sign the Charter. The SA is then required to participate in internal User Group stakeholder activities,

regardless of their voting status.

SA members of the Crossroads User Group share all support services costs. This includes, but is not

limited to, the M&E and PMO support providers. Member SAs are responsible for obtaining funding for

these services. SAs must recognize FNS funding may not be available through grants for User Group

expenses.

A contract vehicle will be available to the Crossroads User Group to administer the M&E contract to

provide System maintenance and enhancement services after the initial support contract concludes. All

SAs must have a signed contract with the M&E contractor under the lead SA M&E master contract to

join the User Group, in addition to signing the Crossroads Charter. Crossroads User Group SAs must

contribute funding for maintenance services once they receive FNS approval to proceed with UAT. For

more information on the M&E contract, including contract structure and cost sharing details, please

refer to Appendix A.

Implementation services are not included as part of M&E services. Each transferring SA is responsible for

managing their implementation process including procurement of a T&I contractor, if desired. T&I

providers are not authorized to alter the System source code in any manner - this is the responsibility of

the M&E contractor. Any implementation or configuration related issues are the responsibility of the

T&I contractor. Defects and change requests in the source code are the responsibility of the M&E

contractor.

SAs with Maintenance & Operation (M&O) contracts and/or support agreements must ensure it is

clearly understood the responsibility for Crossroads System modifications are handled through the User

Group CCP. The M&O support organization must not implement any enhancements or defect fixes to

the Crossroads System source code. Failure to follow this guidance could result in expulsion from the

User Group.

In the event a SA decides to relinquish membership in the User Group, the SA must notify the ESC and

FNS in writing at least 90 days in advance of their proposed exit date. Leaving the User Group may not

relieve the SA of any financial obligations associated with User Group membership for the duration of

any contract year the SA is responsible for.

Section 7: Executive Steering Committee (ESC)

The ESC is the governing body of the Crossroads User Group. The ESC provides leadership for the

Crossroads User Group, including abiding by the Goals outlined in Section 1 and the Guiding Principles

outlined in Section 3 of this Charter.


14 August 31, 2015

The ESC responsibilities include but are not limited to:

Collaborating with FNS to develop Crossroads User Group strategic objectives.

Approving System changes as presented by the DGB from the CCB.

Managing administrative matters related to the function of the Crossroads User Group.

Approving funding and other requests to USDA/FNS.

Leading Crossroads User Group efforts to gather funding from appropriate/available sources.

Providing input to FNS regarding recommendations for SA System transfers.

Participating in regular conference calls and travel to meetings for conducting Crossroads User

Group business.

Designating qualified SA representatives for participation in the CCB, DGB, TAG, AWG, and

other temporary work groups.

Voting on System enhancements including content and priority and other ESC business.

Amending the Charter when necessary.

Once a SA officially joins the User Group, the SA WIC Director (or a SA representative designated by the

WIC Director) becomes an ESC member and is required to travel to and participate in ESC meetings and

calls. When a SA starts UAT, ESC members are eligible to vote on anything with the exception of change

requests. Additionally, a SA is required to begin paying their share of the User Group costs. Upon

receiving roll-out approval from FNS, the ESC member can vote on change requests. Experience proves

there is great value for new SAs in observing and participating in the ESC process even without voting

responsibilities. Once a SA is eligible to vote, the ESC representatives must have delegated authority

authorizing the representatives to make decisions, such as policy and funding, on behalf of their SA.

ESC voting members elect the ESC Chairperson, who serves a one-year term and must be a full voting

member. ESC voting members also elect the ESC Co-Chairperson, who serves a one-year term and must

be a full voting member. In the ESC Chairperson’s absence, the Co-Chair serves as the acting

Chairperson. The Co-Chair would serve as ESC Chair the one-year term the following year. The ESC

Chairperson and Co-Chairperson will be elected at the Annual meeting. ESC Chairperson responsibilities

include:

Coordinating with the Crossroads Product Director and PMO on agendas and facilitating ESC

calls and meetings.

Serving as main point of contact with FNS when required.

Representing the User Group at meetings and conferences.

Calling for votes during ESC meetings.

ESC members must appoint an alternate from their state. The alternate may attend ESC sessions and

have the authority for decision making for their state for voting purposes when the primary member is

absent. Both members are invited to meetings, but only one is required to attend and exercise their SA’s

vote. SAs are responsible for assigning replacement ESC members as attrition warrants.


August 31, 2015 15

Section 8: Designated Governing Board (DGB)

The DGB directly supports the ESC and CCB. The DGB consists of one voting member from each SA. The

DGB provides the following services:

Oversees M&E contractor’s SLA performance and reports status to the ESC and M&E Contract SA.

Assesses CCB and TAG recommendations in identifying, researching, and prioritizing change ideas and defect correction for the System, and provides additional input to assist ESC with

decision-making. Analyzes the impacts of competing state-based regulations, assesses the impact of federal and

state regulations on the System, and recommends a strategy to address the situation.

All member states are required to participate on the DGB. DGB members must have a working

knowledge of the System, WIC program policies, and State and Federal compliance requirements and

regulations. Familiarity with software system development and rollout is strongly recommended.

Members can serve on the ESC, DGB, CCB, TAG, and AWG simultaneously. Members must commit to the

DGB time requirements to teleconference and complete assignments. Voting DGB members must

identify an alternate to attend and act if the primary DGB member cannot participate in DGB functions.

SAs are responsible for assigning replacement DGB members as attrition warrants.

The DGB consists of voting and non-voting state representatives. Each SA can exercise one vote. All DGB

representatives are required to participate in DGB activities once their SA joins the User Group. Once a

SA roll-out is approved by FNS, DGB members are eligible to vote. Non-voting members participate with

the DGB to help gain experience with the CCP and the System and provide input as appropriate.

Section 9: Change Control Board (CCB)

The CCB is the change assessment body for the Crossroads User Group. Eligible CCB members (as

outlined below) vote on change control issues affecting the System, such as enhancements and system

defects. The CCB is responsible for assessing the technical and business impacts of all System change

requests. A change request must provide a significant and positive impact to WIC business operations,

have a potential funding source, and receive DGB and ESC approval. The CCB goal is to provide options

and a recommended course of action to the DGB and ESC.

Member states submit a business case and an impact analysis to the PMO for each System change

request. The PMO reviews the documentation for completeness and assists where necessary to ensure

the CCB has sufficient information to begin their analysis. The CCB reviews all change requests and

makes recommendations to the DGB. The DGB reviews, prioritizes, and approves each change request

recommended by the CCB as appropriate. The DGB forwards the change requests to the ESC for


16 August 31, 2015

approval. The SAs and ESC coordinate efforts when necessary to secure funding. Once the ESC

completes work on the change requests, they are forwarded as part of a service order to the M&E

contractor for implementation.

All member states are required to participate on the CCB. CCB members must have a working

knowledge of the System, program policies, and regulations. Familiarity with software system

development and rollout is strongly recommended. Members must commit to the CCB time

requirements to teleconference and complete assignments. Voting CCB members must identify an

alternate to attend and act if the primary CCB member cannot participate in CCB functions. SAs are

responsible for assigning replacement CCB members as attrition warrants. Members can serve on the

ESC, DGB, CCB, TAG, and AWG simultaneously.

The CCP provides the mechanism to document change requests, generate cost estimates, and authorize

enhancements. Approved change requests are documented via a service order, which is forwarded to

the M&E contract state and ultimately the M&E contractor for development. The M&E contract SA will

not issue a service order without identified funds from the User Group. Once testing is complete and

the PMO receives approvals from all SAs, the PMO forwards a recommendation to the DGB and ESC to

authorize payment by SAs.

The CCB consists of voting and non-voting state representatives. Each SA can exercise one vote. All

member state representatives are required to participate in CCB activities once their SA joins the User

Group. Once a SA roll-out is approved by FNS, CCB members are eligible to vote on change ideas. Non-

voting members participate with the CCB to help gain experience with the change control process and

the System and provide input as appropriate.

The CCP document provides detailed change control process information.

Section 10: Product Director

The Product Director directly supports the User Group and ESC by providing oversight and coordination

in the following activities:

Serves as a liaison with the M&E contract manager and the ESC to manage the M&E contract. Serves as a liaison with the ESC and PMO contract SA to oversee PMO performance and contract

compliance. Serve as the point of contact for all System and product communications with USDA/FNS, ESC,

and contractors, including all deliverables and schedules.

The Product Director is a representative of the M&E and PMO contract SA. The Product Director does not vote in any of the User Group processes, but does provide recommendations and guidance where appropriate.


August 31, 2015 17

Section 11: Product Management Office (PMO)

The PMO facilitates the Crossroads User Group process. The Product Manager reports to the ESC and

leads the PMO and may oversee staff supporting Crossroads User Group activities. The User Group is

also supported by the Crossroads Product Director, who has oversight responsibility of the PMO

contract and PMO performance.

PMO responsibilities span several major areas. They include:

Change Control: The PMO supports the change control process by providing facilitation and

administrative support to the CCB, DGB, and task forces. The PMO reviews change idea/request

documentation for accuracy and completeness, and assists SAs to ensure the CCB has sufficient

information to begin their analysis. Additionally, the PMO supports the CCB, DGB, and the M&E

contractor on change idea/request and estimates, and works with the SA holding the M&E

contract to conduct reviews to determine acceptance and recommend payment for M&E

contractor development and warranty work. The PMO manages the action item and defect

tracking process. The PMO also provides briefings to the ESC on Crossroads User Group change

control activities.

APD Process: The PMO supports the Crossroads User Group APD process, including creating

funding requests when necessary and ensuring compliance with other appropriate Federal

reporting requirements.

System Enhancement DD&I: The PMO participates with the M&E contractor and the CCB in

requirements gathering, detailed design creation, and development of System enhancements.

The PMO conducts preliminary analysis/high-level testing to ensure requirements have been

addressed, coordinates testing with SAs, and coordinates System releases with the M&E

contractor.

Knowledge/Relationship Management: The PMO coordinates with FNS on behalf of the User

Group. The PMO provides facilitation and support for CCB, DGB, ESC, and ESC Chairperson for

meetings and Crossroads User Group conference calls as requested. Additionally, the PMO

maintains and updates the Charter and CCP documentation. The PMO administers the CCMP

and the designated collaboration site. The PMO coordinates with the host state to organize and

facilitate the Annual Crossroads User Group meeting.

Oversight: The PMO identifies, assesses, and proposes mitigation strategies for System and

Crossroads User Group risk areas and briefs the ESC. The PMO serves as the point of contact for

all System and product communications with USDA/FNS, ESC, and all contractors. The PMO also


18 August 31, 2015

is the point of contact for the transfer state process for information, direction to resources, and

assisting with the Systems Alternatives request with the CCB. Finally, the PMO provides an

annual report to the Crossroads User Group assessing accomplishments, challenges, and

opportunities for the current and upcoming year.

For further information regarding the PMO and change control, please refer to the CCP Document.

Section 12: Acquisition Work Group (AWG)

The AWG directly supports the ESC for procurement actions. Consisting of one voting member from

each SA, the AWG provides the following services:

Represent SA interest in procurement actions. Coordinate with SA procurement SMEs to facilitate creation of User Group contracts. Assist with drafting and reviewing contract documents. May participate or assist in the source selection.

All member states are required to participate on the AWG. AWG members should have a working

knowledge of the System, WIC program policies, and regulations. Familiarity with software system

development and rollout is strongly recommended. Working knowledge of their SA procurement

policies is also helpful but not required. Members can serve on the ESC, DGB, CCB, TAG, and AWG

simultaneously. Members must commit to the AWG time requirements to teleconference and complete

assignments. Voting AWG members must identify an alternate to attend and act if the primary AWG

member cannot participate in AWG functions. SAs are responsible for assigning replacement AWG

members as attrition warrants.

The AWG consists of voting and non-voting state representatives. Each SA can exercise one vote. All

member state representatives are required to participate in AWG activities once their SA signs the

Charter. As opposed to other voting requirements, AWG members are eligible to vote once a SA signs

the Charter. Non-voting members participate with the AWG to help gain experience with the acquisition

process and the System and provide input as appropriate.

Section 13: Technical Advisory Group (TAG)

The TAG directly supports the ESC in evaluating technology related issues affecting the System. The TAG

reports to the ESC through the DGB. Consisting of one member from each SA, the TAG operates as

follows:

Assess new technologies, their potential impacts and benefits, and other associated issues affecting the System and the User Group.


August 31, 2015 19

Evaluate System lifespan, including determining the viability of the System to support the WIC mission efficiently.

Work with M&E contractor and other resources to provide recommendations to the ESC through the DGB.

All member states are required to participate on the TAG. TAG members should have a working

knowledge of the System, WIC program policies, and regulations. Familiarity with software system

development and rollout is strongly recommended. Members can serve on the ESC, DGB, CCB, and AWG

simultaneously. Members must commit to the TAG time requirements to teleconference and complete

assignments. Voting TAG members must identify an alternate to attend and act if the primary TAG

member cannot participate in TAG functions. SAs are responsible for assigning replacement TAG

members as attrition warrants.

The TAG consists of voting and non-voting state representatives. Each SA can exercise one vote. All

member state representatives are required to participate in TAG activities once their SA signs the

Charter. Once a SA rollout is approved by FNS, TAG members are eligible to vote on TAG items as

necessary. Non-voting members participate with the TAG to help gain experience with the System and

provide input as appropriate.

A SA voting-eligible representative leads the TAG. The TAG will elect a leader on a rotating basis to

provide leadership, administration, and communication of TAG objectives and information to the ESC.

Section 14: Tasks Forces

Task Forces support emergent issues affecting the User Group. Composed of SA SMEs, these temporary

work groups provide additional assistance to existing User Group efforts. The ESC, based on

recommendations and needs of the User Group, will solicit and assign SA resources to these teams. The

ESC will ensure task forces have specific goals, reporting requirements, and timelines to accomplish their

assigned tasking. The PMO will provide facilitation and administrative support as needed.

Examples of situations where a task force may be chartered:

Support the CCB in researching System issues relating to regulatory changes. Research specific requirements for enhancing System functionality, such as Vendor module

functionality. Enhance System or organizational effectiveness through initiatives that could benefit the User

Group.

Once chartered, a task force will report as directed by the ESC. Task forces elect a leader to provide

leadership, administration, and communication of project related information. Task force membership is

based on the goals of an initiative, and assigned resources should possess knowledge and expertise


20 August 31, 2015

relating to the specific effort. SAs are responsible for assigning replacement task force members as

attrition warrants.

Section 15: Communications and Collaboration Management Plan

(CCMP)

The CCMP outlines the various communications processes and artifacts for the Crossroads User Group.

The CCMP details types of communications, schedules, methodologies, originators, and target

audiences. The PMO is responsible for executing and updating the plan. The primary tool for sharing

information is the Crossroads User Group designated collaboration site.

A key component of the CCMP is the User Group Annual meeting. The Annual meeting is a prime

opportunity to bring User Group members and stakeholders together face-to-face to share information

and knowledge, make decisions, and improve relationships in support of the User Group. Key

responsibilities include:

The ESC will identify a period and duration for the Annual meeting. The ESC will facilitate the

selection of a State agency to host the meeting once a year. The ESC will also identify funding

resources.

The PMO is responsible for working with the ESC to establish an agenda and provide meeting

facilitation.

The host SA is responsible for identifying and procuring a venue for the meeting, including

coordinating lodging and meeting facility logistics.

The CCMP provides additional details.

Section 16: Voting Process

Consensus is the goal during any Crossroads User Group decision-making process, including ESC, DGB,

CCB, and AWG activities. Crossroads User Group members employ a voting process to formalize all

decisions, even when consensus exists.

Each voting member state has one vote. A majority vote confirms the final decision. Tie vote results in a

non-passage on the issue being voted on. Member states which voted negative, or against the measure,

may resurrect the issue for another vote. Member states may vote by email, on a conference call, or at

in-person meetings, as determined for each issue.


August 31, 2015 21

Section 17: Risks and Mitigation

Crossroads User Group members acknowledge the following risks and agree to work together to execute

the associated mitigation strategies:

Risk Description Mitigation Strategy

Lack of Funding Lack of timely funding dollars may impede PMO services, the ability for the Crossroads User Group to develop and implement enhancements, and operational support from the M&E contractor.

The ESC leads the identification and gathering of all potential funding sources available to the Crossroads User Group for change requests and other initiatives.

Versioning Deviation from approved System version or multiple major versions in use within the Crossroads User Group.

The PMO monitors System version control – the Crossroads User Group will not permit the M&E contractor to support a SA out of compliance, and if the situation continues for six (6) months, the issue will be escalated to FNS and may result in removal from the User Group.

Lack of State Resources Lack of resources (staff, equipment, and funding) may impede the ability for a SA to successfully implement a change or participate in Crossroads User Group activities.

Member states agree to act in a cooperative manner and identify resources to assist with common Crossroads User Group efforts.

Regulatory Compliance System may not comply with all Federal and State regulations.

The DGB assesses State and Federal compliance as part of the impact analysis for all System enhancements.

Competing State-Based Regulations

Changes to individual state practices outside the WIC Program may affect the operations of the System.

The DGB analyzes the impact(s) of competing state-based regulations, assesses the impact(s) of regulations on the System, and recommends a strategy to address the situation.


22 August 31, 2015

Currency of System Technical Architecture

The System framework will become dated due to such things as the evolution of source code and underpinning software (SQL Server, SmartClient, etc.).

The TAG identifies and recommends technical changes to the ESC, who leads funding pursuits. Funding is critical to keeping the architectural and technical framework and software current as the System ages and as additional states transfer the System.

Quality Assurance System Changes may introduce errors in other parts of the System for a SA in the production environment.

Each SA must conduct regression testing and test all releases prior to placing the release into production.

Section 18: Critical Success Factors

The success of the Crossroads User Group is dependent upon member adherence to the Guiding

Principles and adoption of Goals outlined in Sections 1 and 3. To validate the appropriateness of the

Crossroads User Group approach in meeting its goals, it is important to establish factors by which the

Crossroads User Group, FNS, and potential transfer SAs can measure the success of the Crossroads User

Group. Measures of this success may include:

Continued ability to meet WIC mission requirements to issue benefits and be accountable for

FNS requirements.

Sound and timely implementation of mandatory regulations.

Continued reduced cost for the Crossroads User Group M&E contractor compared to a stand-

alone SA M&E contractor.

Continued relevancy of the functionality of the System to prospective transfer SAs and all

member SAs.

Section 19: Amendments to Formal Crossroads User Group Governance

Documents

Over time, it may become necessary to amend this Charter or other Crossroads User Group documents

created to govern the group’s structure and function. The PMO manages all changes to formal

Crossroads User Group governance documents. The ESC initiates and approves amendments to the

governance documents.

Member states must present proposed document changes to the PMO, who will schedule a discussion

with the ESC. The initiating member state, with the support of the PMO, is responsible for drafting the


August 31, 2015 23

updated language and is responsible for presenting the case for the proposed change to the ESC. This

includes providing details on the identified change required, the need for the proposed change, as well

as ideas for new governance language or alternatives for existing governance language.

Governance document updates must be comprehensive, and all changes must be presented within the

body of the affected document (Charter, CCP document, etc.), tracking the changes made to the

document so members are able to discern all changes and updates from existing language. It is the

responsibility of all member SAs to provide input and feedback on the proposed governance document

changes to the PMO. The PMO is responsible for incorporating feedback from all member SAs and

finalizing the proposed governance document updates.

The PMO presents finalized updates to the Charter and other governance documents to the ESC for

discussion and a formal vote. There must be a two-thirds majority to pass any change. If the proposed

changes are acceptable to the ESC, the PMO modifies the Charter, documenting the change in the

Modification History, distributing the updated document to all stakeholders, and archiving older

versions of the document for reference purposes. The ESC, at its option, may choose to survey other

members of the Crossroads User Group for input into the decision making process.


24 August 31, 2015

Section 20: Charter Sign Off and Approval

This is the signature page for the Crossroads User Group Charter 2015. Both the WIC Director and State

Health Official who have the authority and responsibility to commit state resources are required to sign

this document.

By signing below, I acknowledge, on behalf of my SA, agreement with the guiding principles and goals of

the Crossroads User Group as outlined in this document. As of the date set forth below, I acknowledge I

have read, understand, and agree to the terms of this Charter, and acknowledge my SA’s membership in

the Crossroads User Group.

SA:

Date:

Signature:

Name:

Title:

Signature:

Name:

Title:


August 31, 2015 25

Section 21: List of Current Crossroads User Group Members

The members of the Crossroads User Group are:

Crossroads User Group Members

State Agency Charter

Signature

Date

M&E

Signature

Date

UAT Approval

Date

Pilot Approval

Date

Rollout

Approval Date

Alabama

North Carolina

Virginia

West Virginia


26 August 31, 2015

Glossary of Terms and Acronyms

The Crossroads User group has centralized all Terms and Acronyms in the Crossroads Master Glossary document, please refer to it for definitions and descriptions when reviewing this document.


August 31, 2015 27

Appendix A: Crossroads Maintenance & Enhancement Contract

An M&E contract vehicle provides maintenance and enhancement services for the Crossroads User

Group member SAs. The lead M&E contract SA will enter into and administer a master contract with an

M&E service provider. User Group member SAs will participate in the contract by signing supplemental

contracts with M&E contractor under the master contract allowing them to be invoiced directly by the

M&E contractor for their maintenance and enhancements cost shares. Each SA is responsible for timely

payment of their share of maintenance and enhancement costs to the M&E contractor. The lead M&E

contract SA is under no obligation to pay any member SAs maintenance or enhancement costs.

Additionally, the lead SA will receive a 5% discount from the participant cost share total from the M&E

annual maintenance cost for administering the M&E contract.

Each SA pays a share of maintenance costs according to a cost sharing formula developed by the User

Group. Specifically:

The total annual maintenance fee will be divided into two equal portions.

The first 50% of the total fee will be divided equally across all participating member SAs (Fixed

cost share).

The remaining 50% will be split across SAs by percentage of caseload (Participant cost share),

with the lead M&E contract SA receiving its 5% discount on this amount.

The cost sharing percentages based on caseload will be calculated using the average monthly

participation for the prior fiscal year and will be updated annually.

When a new SA joins the user group, a new maintenance cost-sharing ratio will be determined

and a new maintenance Service Orders will be executed.

The following table illustrates the current average participation counts for the User Group members.

This information and the ratios will need to be adjusted annually (based on FNS participation count

information) and/or as new SAs join the User Group.

Maintenance Cost Sharing – based on 8 May 2015 FNS data

SA Average Participation Maintenance Cost Sharing Ratio

AL 133,122 23.42%

NC 253,257 44.55%

VA 139,723 24.58%

WV 42,321 7.45%

Total 568,423 100%

To illustrate how the cost sharing formula will work in practice, the following example, based on a

fictitious User Group and a fictitious maintenance cost of $10,000, follows:


28 August 31, 2015

Annual Maintenance Cost Sharing Example

SA Average

Participation

Maintenance

Cost Sharing

Ratio

Fixed cost

share

Participant

cost share

Applied

discount

impact

Total Annual

Cost

SA 1 100,000 20.00% $1250 $1000 + $71.42

(28.57%) 2321.42

SA 2 200,000 40.00% $1250 $2000 + $142.85

(57.14%) 3392.85

*SA 3 150,000 30.00% $1250 $1500 -$250 2500

SA 4 50,000 10.00% $1250 $500 + $35.73

(14.29%) 1785.73

Total $5000 $5000 0 $10,000

* Lead M&E contact SA

Of note:

Assume a fictitious annual maintenance fee of $10,000.

The User Group splits the first 50% or $5000 equally to arrive at the Fixed cost share.

The participant ratios are applied to the second $5000 to arrive at the Participant cost share.

The lead M&E contract SA discount of 5% is applied to the second 50% of the $10,000 total for

its discount of $250.

The remaining SA participant counts are added up and new cost sharing ratios based on

participant count are derived to apply to the $250 lead M&E SA discount total to add to the SA

cost share to cover the discount.

System enhancement cost sharing will be determined by member SAs on a case-by-case basis. In the

instances where all SAs need a specific enhancement, it is possible the same participant count ratios

could apply, as well as the possibility of splitting the costs equally. There may be scenarios where the

entire User Group does not need a specific enhancement – in those instances, the SAs requiring the

specific enhancement could share costs according to a mutually agreed on formula.

When new SAs join the User Group, it will be necessary to adjust the Participant ratios to accommodate

the increased support requirements from the M&E contractor for maintenance support. The increase in

number of SAs will impact the fixed cost share also. This adjustment process will be conducted by the

PMO and Product Director, and coordinated with the ESC.