“Managing Administrative Processes to Ensure Regulatory Excellence”

1. “Managing Administrative Processes to Ensure Regulatory Excellence” Shannon Leftwich Mike Whatley

2. Managing Administrative Processes to Ensure Regulatory ExcellenceOutsourcing Shannon Leftwich, MA, ATC Director of Credentialing Services Board of Certification, Inc.

3. Regulatory Missions Our mission is to credential qualified professionals to ensure the protection of the public's health, safety and welfare. The Office is dedicated to public protection through licensure, inspection, enforcement/complaint resolution, and discipline. Our mission is to assure that the services provided by health professionals are effective and of a quality consistent with the standard of care within each profession, and to safeguard the healthcare consumer against harm which may be caused by unqualified, impaired or unlicensed practitioners. CLEAR 2008 Annual Conference Anchorage, Alaska

4. Responsibility State regulatory agencies have a responsibility to perform efficiently and effectively in order to meet their missions…protecting the safety of their citizens. CLEAR 2008 Annual Conference Anchorage, Alaska

5. Outsourcing Outsourcing may be an option for state regulatory agencies to improve efficiency and effectiveness. CLEAR 2008 Annual Conference Anchorage, Alaska

6. Outsourcing - Advantages • Efficiency & Effectiveness • Outsourcing allows states to spend more time protecting the public and less time pushing papers • Allows states to evaluate and transform current processes • Provides you the opportunity to create performance tools that you may not have considered when using internal staff CLEAR 2008 Annual Conference Anchorage, Alaska

7. Outsourcing - Advantages • Budget • Outsourcing can save money • Decreases FTEs and benefit costs • Vendor can charge customer directly, alleviating the state of paying a vendor, yet providing a percentage of the revenue to the state • Staff Development • Outsourcing provides internal staff the time to explore new opportunities CLEAR 2008 Annual Conference Anchorage, Alaska

8. Outsourcing - Advantages • Customer Service • Alleviates stress on internal staff and the customer during times of high demand • Utilizing the expertise of vendors may allow the customer access to innovative technology and an improved customer experience CLEAR 2008 Annual Conference Anchorage, Alaska

9. Outsourcing – Disadvantages & Remedies • Continuity • Internal staff provides an understanding of their clients, which results in strong relationships • Vested Interest • The vendor must put their interests first • Remedies • Choose a vendor that currently works with your clientele • Create a strong relationship with the vendor CLEAR 2008 Annual Conference Anchorage, Alaska

10. Regulatory Excellence Outsourcing may assist you to achieve REGULATORY EXCELLENCE! CLEAR 2008 Annual Conference Anchorage, Alaska

11. Resources • Moen, Ronald M., “Outsourcing Is As Simple As A-B-C,” Forum, July 2008 28-29. • Meyer, Dean, “4 Advantages to Outsourcing,” Sourcingmag.com, http://www.sourcingmag.com/content/c051011a.asp. • “What is Outsourcing?”, Wisegeek.com, http://www.wisegeek.com/what-is-outsourcing.htm. CLEAR 2008 Annual Conference Anchorage, Alaska

12. Speaker Contact Information Shannon Leftwich, MA, ATC Director of Credentialing Services Board of Certification, Inc. 4223 S 143rd Circle Omaha, Nebraska 68137 ShannonL@bocatc.org (402) 559-0091 ext. 114 CLEAR 2008 Annual Conference Anchorage, Alaska

13. Managing Administrative Processes to Ensure Regulatory ExcellenceBusiness and Technology Integration Mike Whatley, CIO Colorado Department of Regulatory Agencies.

14. Business/Technology Integration • Projects rarely fail because technology doesn’t work, the problem is not understanding business requirements. • Integration of business knowledge into technology requirements is critical. CLEAR 2008 Annual Conference Anchorage, Alaska

15. Business/Technology Integration • Problems to solve: • Poor project management • Disconnect with strategic planning • Weak governance structure CLEAR 2008 Annual Conference Anchorage, Alaska

16. Solving Problems • Problem  Poor project management • Solutions: • Formalize project management process. • DORA has implemented a Project Management Institute methodology that requires extensive involvement with the business managers and staff. • This is not an “IT project”, it’s your business! • Proactively manage change. CLEAR 2008 Annual Conference Anchorage, Alaska

17. Solving Problems • Problem  Disconnect with strategic planning • Solutions: • Align technology management staff with executive business managers. • Build relationships. • Integrate technology budget planning with business budget process. CLEAR 2008 Annual Conference Anchorage, Alaska

18. Solving Problems • Problem  Weak governance structure • Solutions: • Ensure that decision making process supports and enables business (e.g. Business staff participate in decision making). • At DORA, we utilize a Customer Tech Team to manage technology issues with agencies. CLEAR 2008 Annual Conference Anchorage, Alaska

19. Solving Problems • Communication • Ensure your technology organization is meeting your needs. • Communication is mostly listening. CLEAR 2008 Annual Conference Anchorage, Alaska

20. Business/Technology Integration • Business leaders don’t care what you say, they care what you do for them. • Example: • Colorado Division of Registrations Paperless Boards • Provide capability to administer board meetings without paper. • Publish and manage meetings electronically via the Internet. • Postage and printing costs savings average $46,939 per year over a five year project lifecycle. • This cost savings does not include staff time savings. CLEAR 2008 Annual Conference Anchorage, Alaska

21. Business/Technology Integration • Eighty-two percent of CIOs surveyed said aligning business with IT is their number one activity (State of the CIO 2008, www.cio.com, Kim Nash). • Is this the right priority or strategy? CLEAR 2008 Annual Conference Anchorage, Alaska

22. Business/Technology Integration • The corollary to this measure: Strong CIOs don’t align technology and business. They work with their peers. They guide, educate, persuade, debate, hear, help and decide with them. Together they execute the business strategy. CLEAR 2008 Annual Conference Anchorage, Alaska

23. Speaker Contact Information Mike Whatley Chief Information Officer Colorado Department of Regulatory Agencies 1560 Broadway, Suite 1550 Denver, CO 80202 Mike.whatley@dora.state.co.us 303.894.7884 CLEAR 2008 Annual Conference Anchorage, Alaska

24. Managing Administrative Processes to Ensure Regulatory ExcellenceOrganizing the Workforce Patti Latsch Director, Investigation and Inspection Office Health Services Quality Assurance Division Washington Department of Health

25. Organizing the workforce to match business responsibilities • Washington’s Department of Health and affiliated boards and commissions regulate 60+ health professions and 6 types of facilities • The Health Systems Quality Assurance Division was organized according to the entity regulated, with 4 offices: • Health Professions Quality Assurance • Facilities Services & Licensing • Emergency Medical Systems and Trauma Services • Office of Rural and Community Health CLEAR 2008 Annual Conference Anchorage, Alaska

26. Identify the organization’s strategic plan • In 2007, the division developed a strategic plan with the following goals: • Improve people’s health. • Enhance patient safety. • Make every resource count. • Have an exemplary workforce. • Provide exceptional service. CLEAR 2008 Annual Conference Anchorage, Alaska

27. Identify the business responsibilities • Based on the strategic plan, we reviewed the functions performed across the division. • We grouped like functions together • We solicited organization structure suggestions CLEAR 2008 Annual Conference Anchorage, Alaska

28. Organize according to the business responsibilities CLEAR 2008 Annual Conference Anchorage, Alaska

29. Speaker Contact Information Patti Latsch Director, Investigation and Inspection Office Health Services Quality Assurance Division Department of Health (360) 236-4683 Patricia.latsch@doh.wa.gov CLEAR 2008 Annual Conference Anchorage, Alaska