HMIS Project Management Topics and Tools - OneCPD

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HMIS Project Management Topics and ToolsA project manager also needs a plan of action in the event that participating agencies are noncompliant.If the HMIS project is not directly associated with a primary funder, the projectmanager should work with the Continuum and/or funder(s) to conduct monitoring. The relevantparties may need to agree upon areas of monitoring responsibilities (e.g., hardware/softwarecompliance, application of all security features, access and use of the system, data entry andquality issues, compliance with behavioral policies, etc.). For example, the project manager maymonitor system utilization and security compliance as part of its contract, but the funder maymonitor data quality and client consent procedures as part of its contract.Communities can also incorporate self-assessments as part of their monitoring processes. Theself-assessment creates an atmosphere where agencies are more aware of their ongoingresponsibilities and become more accountable without creating an antagonistic relationship.Michigan asks members to file a quarterly report on system access controls, training andtechnical support protocols/experience, technical performance of the system, data quality,aggregated reports, and audit issues (see Appendix 17). Since Michigan’s statewide systemincorporates multiple Continuums across a large geographic area, Michigan has alsoimplemented a system where each Continuum also has periodic meetings and reports back to thecentral agency (see Appendix 18). Rockford, Illinois also uses a similar self-assessment surveyprocess. After surveys are completed, site visits take place to follow-up on items that needattention (see Appendix 19).Software Provider RelationsThis section covers various aspects of software provider relations, encompassing the contractphase, ongoing solution provider relations, documenting software issues, handling softwareupgrades, and challenges and strategies for switching solution providers, if necessary.Negotiating ContractsAs part of the first step in negotiating a contract with a software solution provider, ask thesolution provider for a price list. Also, call other project managers using the same solutionprovider and ask them to share pricing information.Clarity is crucial when negotiating contracts. The scope of services should cover all aspects ofthe relationship. Depending on the structure of the HMIS implementation, some of theseresponsibilities and costs may not be applicable, but the general universe includes:• Configuration or implementation;• Training;• Data conversion;• Licensing;• Hosting, backup and disaster recovery;• Off-site data storage;• Assuring fast response time/little down time;• Virus protection;• Implementing security patches;• Training;26
HMIS Project Management Topics and Tools• Technical support;• Customization; and• Documentation.If the solution has optional modules or if the solution provider is expected to configure thesystem to local needs, the scope of services should also include detailed information on thefunctional requirements of the system so everyone shares an understanding of what is beingpurchased. It is a good idea to involve others who have contracts with vendors to help with areaswhere there is a lack of knowledge.Engage an attorney to assist in reviewing the contract. Ask the attorney to be sure to include an‘out clause’ or a section on customer termination rights. That is, if the solution provider does notmeet expectations, the project manager will want to ensure that she or he can cancel the contractwith impunity. The attorney will need to be very specific about the instances in which it ispermissible to end the contract. If out clauses are included, a project manager may want toconsider negotiating a multi-year contract in order to control price increases from year to year.This reduces the risk of locking in with a solution provider and then being unable to afford priceincreases over time. It gives the project manager the ability to more accurately budget resourcesduring the life of the contract.Ongoing Solution Provider RelationsOnce the contract begins, the project manager should establish open lines of communication withthe lead project contact for the solution provider. The project manager can reduce the chances ofmiscommunication by documenting conversations and decisions with the solution provider.After each conversation, the project manager should send an e-mail to the solution providersummarizing the discussion. Ask the solution provider to confirm, in writing, that the summaryaccurately captures each party’s understanding of the conversation. Be sure to include anytimelines offered by the solution provider. This will help to maintain a positive workingrelationship with the solution provider by avoiding misunderstandings about promises regardingcustomizations, software fixes, price, etc.Understanding and Documenting Software IssuesInevitably, there will be software issues. Any software product will have bugs or will need to becustomized to meet the needs of the community. Effective tools for identifying issues are usergroups, training feedback, and the Help Desk request log. Issues should be documented in anissues log that can be used to prioritize requests for changes and track the status of changes.Metro Denver runs reports on the following information to understand the effectiveness of thesoftware and to help identify and prioritize software flaws and desired enhancements.• Number of issues entered (per month, month to month);• Percent of issues closed (per month, month to month);• Issues by software area (per month, most frequent area month to month);• Issues by agency (per month, agencies with the most frequent issues month to month);and27
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