Benefits

• Increased efficiency due to elimination of data-entry steps
• Potential to increase revenue by selling services to other agency groups
• Many legacy applications – with related maintenance overhead – eliminated

Challenge

A managed-care organization providing pediatric services had evolved a complex, labor-intensive process for requesting, authorizing, and invoicing services. This organization employed a large clerical staff for the sole purpose of re-keying service data into multiple applications that were often inadequate to the group’s needs.

The agency wanted to eliminate inefficiencies and convert all its information to a single, Web-based application.

They were working on a tight timeline and faced the additional challenge of trying to analyze and improve business processes that had never been documented.

Stratagem's Solution

Stratagem solicited input from users and managers to define data, functional, and business-process needs. With these requirements as a base, the development team designed a password-protected Web application that allowed service providers to enter their own data. And because the application was Internet-based, other members of the care team could access it via the Web, making it easier for doctors, case workers, and administrators to share vital information like assessments and treatment goals.

Stratagem used an iterative design approach to give the customer full partnership in the process, while keeping the project on track. The client reviewed deliverables at the end of each phase and provided immediate input. This resolved problems quickly and facilitated the eventual acceptance of the system in the field.

Throughout the product’s development, users were encouraged to interact with a demonstration version of the software. Their feedback led to improvements in usability and uncovered some key training needs.

This open-door viewing practice helped reduce the fear of change that many of the employees were experiencing. In addition, a periodic newsletter from Stratagem’s team answered some unspoken questions proactively.

Result

The creation of a Web-based application that was easy to learn automated many inefficient, manual activities. The agency’s productivity increased, thanks to a streamlined data entry process and a layer of clerical personnel could be freed for other tasks.

In addition, the organization has marketed and sold the system to similar groups around the country to use for their own casework.