TULIP Roundtable with providers

THe current state of tulip

Maintenance

• Urgent Priorities
• "One-off" issues
• "Bucket" items for the roadmap
• Application stabilization

Development

• RSSM (Credentialing)
• Day activity health services with individualized socialization skills
• Star + Pilot Program
• Modernization of the Architectural Review Process

Constraints

• The maintenance team has 11 members to support all required maintenance activities, which are prioritized regularly.
• As additional features are added to TULIP, work-load on the maintenance team increases.
• As new users are added to TULIP, help desk requests increase.
• Development teams are hired for specific projects and funding is project-specific, preventing the assignment of maintenance work for the project teams.
• The maintenance teams must provide subject matter expertise to project teams, which increases workloads.
• Inter-related systems are currently on a single platform.

TOp Provider issues

Delayed response from TULIP Support

CURRENT SITUATION: Support requests are submitted via email on a first-in/first-out basis, without prioritization. There are no metrics in place to record notes, status, reassignment, or completion. No record of prior resolutions or problem tracking.

MOVING FORWARD: Use Help Desk software in order to prioritize tickets, identify duplicates, and provide performance metrics. Emails will automatically create a ticketing process for TULIP maintenance and operations. Tickets will be triaged, to establish priority, delegate appropriately, and group tickets for the same issues. Future communications will include and automatic notification of received ticket confirmation, and email correspondence will be attached to the ticket.

Ownership/Hierarchy/Disclosures

CURRENT SITUATION: The current process for documenting ownership and disclosures is complicated and inefficient. The initial information entered isn't consistently being carried forward, and when it is, it isn't always accurate.

MOVING FORWARD: The program staff is finalizing changes to requirements to reduce the information requested to the minimum required by law. This process is being coordinated with MCS contract staff and should result in questions consistent with Licensing and MCS. It is also the highest priority behind ELSC and EHealth.

Renewal Process

CURRENT SITUATION: The current system fails to generate 120-day notification for renewals. The system doesn't generate all renewals automatically and the manual workaround isn't always successful. The renewals don't pre-populate accurately. Sometimes there is no information, or the information is incorrect.

MOVING FORWARD: It is a known issue and the top third priority to be resolved. TULIP will be improving the current process for generating renewals, so that none are missed. However, the resolution of the current pre-population issue will require an examination of all TULIP renewals, since the issue isn't limited to any specific program type.

Roadmap

Focus on Constraint Resolution

• Addition of a vendor team at the end of January that will not be constrained to specific projects or features.
• In-depth effort to re-estimate outstanding items for capacity planning.

Prioritize Maintenance Operations

• Establish Clear Priorities
• Focus on "pain points", our bucket list
• Hierarchy/Ownership/Disclosures
• Renewals
• Notifications
• Fees
• Application Statuses
• All with the goal of application stabilization