2014 WIC EBT Users Group

1. 2014 WIC EBT Users Group Implementing EBT & MIS Together Sylvia Mitchem Program Manager July 22, 2014

2. Getting back to the Mission of WIC

3. The Mission of WIC • Implementing eWIC & MIS together allows the state to “get back to the mission of WIC.” • eWIC/MIS is inherently complex and stressful, but minimizes the extent of disruption • eWIC/MIS requires additional planning and consideration, but streamlines development, testing, training, pilot, rollout, and transition activities • eWIC/MIS requires strong partnerships and trust among team members, everyone is in the same boat paddling together eWIC/MIS together is not easy, it requires a fearless team willing to take risks for the mission of WIC.

4. Virginia Crossroads/eWIC

5. Virginia Crossroads/eWIC • The joint Crossroads/eWIC project was a new implementation on both sides. • Part of the original State Agency Model (SAM) Consortium of North Carolina, Alabama, Virginia, and West Virginia to develop a custom WIC MIS • Single MIS interface with two benefit Processors based on the Universal Interface • Required coordination among partners at each phase of the project • Virginia was the first state in the Consortium to implement Crossroads, and at the same time the state transitioned to online eWIC. • 160,000 participants • 800+ retail store locations • Virginia rolled out Crossroads and eWICstatewide in less than three months.

6. Testing & Training

7. Key Considerations • Combined test scripts must take care to cover all aspects impacting benefit issuance, management, and reconciliation. • Consider the impact of converted data • Validate the food prescription balance • Simulate redemption & reconciliation • eWIC/MIS changes many aspects of the WIC program, training should cover not only system changes, but program changes as well. • Review any changes to the food package • Provide staff with a fully functional training environment and a schedule of real-world exercises to perform leading up to go-live • If possible, have state staff perform the local agency training – see, do, teach!

8. Clinic Operations

9. Key Considerations • Clinics must be prepared for the real, not the ideal. • Do not assume roles will be analogous to the legacy systems/processes, act it out • Provide staff with reference materials for default packages, formula conversions, etc. • Review each benefit issuance, change, and void thoroughly • Develop a benefit issuance checklist • Define process/authorization for legacy system void & replacement • Communicate with your formula supplier, if applicable, to define contingency processes for issuance, replacement, and payment • Nutrition is the crux of the WIC program and of the systems that support it.

10. State Operations

11. Key Considerations • The relationship between Vendor data in the eWIC system & MIS is complex. • Discuss vendor data conversion timeline with both contractors • Consider the MIS data conversion when scheduling live buys • Outline your retailer go-live guidelines and transition schedule • Determine how you will initially set NTEs, and define criteria for evaluation • Define information needed to respond to participant/retailer redemption issues • Identify a partner at the store willing to directly assist customers • Remember your legacy system data for reporting!

12. Support & Transition

13. Key Considerations • Hope for the best, but plan for the worst. • Seek avenues for instant communication with staff • Ensure that you have sufficient SME and Help Desk resources • Provide on-site support within each district for the first week of rollout • Monitor end of day and batch processes • Consider inverting the Help Desk structure until things smooth out For the WIC program, this is all just the beginning! • Don’t be afraid to use the functions and data available in new ways • Consider asking staff to submit proposals for program initiatives Remember the systems were built for Mission of WIC!