Part 4 - Iowa Medicaid Enterprise

RFP MED-12-001 | Technical ProposalIowa Medicaid Enterprise System Service Procurement | MMIS and Core MMIS Operations• Implement meetings with the appropriate operational area supervisors, managers, and Departmentpersonnel to discuss opportunities for process improvements• Use lessons learned from improvements in other operational areas to help determine possibleimprovements in the process• Develop and track corrective action plans as neededThe results of the analysis will be shared with management and reported to the Department. We will workwith the Department to establish the reporting expectations and protocols for this information. Workflowimprovement suggestions will be discussed with the Department for approval. If capital investments arerequired, proposals will be developed and presented to the Department for their review and approval priorto further action being taken.Regular evaluation of the continuous process improvement outcomes allows us to seize opportunities forfurther process improvement. Using the lessons learned in this process, we can identify best practices anddetermine processes to be changed or eliminated. Emphasizing continuous process improvements result instreamlined processes, greatly reduced margins of error, reduced costs, and increased customer satisfaction.7.3.4 Performance StandardsRFP Section 5.3.4, Requirements a through gTeam Noridian understands and currently meets or exceeds all of the current performance standardsoutlined in this section. We have already assessed the new and changed performance measurements andwill build all of these standards into our operations processes, while monitoring compliance as part of ourcontract management activities. Schedule-driven performance standards, such as monthly contractmanagement and monthly performance monitoring reports, are built into our operations work plan fortracking. The performance standards associated with contract management are:• Provide the monthly contract management reports within three business days of the end of thereporting period• Provide monthly performance monitoring report within 10 business days of the end of the reporting period• Provide knowledge transfer on operational procedure changes as a result of upgrades or other changeswithin two weeks of the upgrade• Complete updates to all documentation related to modifications performed on the system as definedby the Department• Update operational procedure manuals within 10 business days of the implementation of a change• Provide a response and resolution to the Department unit manager team within two business days ofreceipt to requests made in any form (e.g., e-mail, phone) on routine issues or questions• Provide a response within one business day to the Department unit manager team on emergencyrequests, as defined by the state7.4 Annual Performance ReportingRFP Section 5.47.4.1 Reporting DeadlineRFP Sections 5.4 and 5.4.1Team Noridian currently produces annual performance reports as part of the MMIS Core contractorresponsibilities and will continue to do so under the new contract. We will work with the Departmentduring the start-up and implementation phase to introduce the enriched capabilities of our HealthBeatperformance tool, and define any new or changed reports or formats. As described in Section 7.3.3Contractor Responsibilities, HealthBeat will allow for timelier, robust tracking, reporting, and monitoringof all performance standards and measurements.7 | 30