CalCareNet Business Case Study and Analysis March 2008
Continued...
- Integrate information (i.e., integrated with existing data information systems)
- Secure ongoing State leadership and financial support for CalCareNet
- Employ a modular and scalable system (to enable movement from pilot to statewide implementation and to integrate future modifications)
- Different site pathways incorporating diverse visual and learning aid tools (flowcharts, graphics, site map, multimedia tutorials) based on visitor type (caregiver, consumer, provider)
- Site standards for information accuracy/quality assurance
- Taxonomy rules, based on best practices, that allow for comprehensive and successful searches
- Alternate funding sources to maintain system beyond 5 years (work in conjunction with State leaders in this area)
- Cooperation from information providers, other system administrators, marketing partners and service providers
The following goal development matrices (Tables I-V) highlight the objectives, deliverables/success indicators, responsible party, and target dates for each priority goal in Phase III. The Community Choices Evaluation Team will measure achievement of the project goals objectives, and indicators.
Business Priority Goals and Objectives
Table I: Goal 1. Provide access to information and tools that empower individuals and families to remain independent through consumer-directed decision-making, planning and support
Objective: Create a comprehensive, easy-to-use, fully accessible, consistently updated Web-based long-term support information and assistance system
Deliverables/Success Indicators:
- Completion of CalCareNet pilots for two California Aging and Disability Resource Centers (CAL ADRC) tested and approved by consumers
- Consumers indicate web site is effective in meeting their needs. (Consumer Usability Study to evaluate accessibility, comprehensiveness and ease of use built into website)
- Increase in average number of web hits per month over project period
- Service providers and users perceive greater efficiency and coordination of long term services and supports (LTSS) (via CalCareNet)
Responsible Party: Information Technology vendor, with input and assistance from Community Choices Project Team, CalCareNet Steering Committee, ADRCs
Objective: Provide different pathways to information based on visitor type- caregiver, consumer, etc., Examples include flowchart, graphics, site map, multimedia tutorials, wizard directing tools, etc.
Deliverables/Success Indicators:
- Various pathways to web portal design are integrated
- Users indicate the pathways meet their needs
Responsible Party: Information Technology vendor, with input and assistance from Community Choices Project Team, CalCareNet Steering Committee, ADRCs
Objective: Integrate consumer-focused tools for navigating and using the site, e.g., consumer needs assessment, Personal Record folder, cost-calculator, public benefits information and eligibility-determination, “live” contact person, etc.
Deliverables/Success Indicators:
- Consumer-focused tools incorporated in web portal design
- Users indicate the tools are meeting their needs
Responsible Party: Information Technology vendor, with input and assistance from Community Choices Project Team, CalCareNet Steering Committee, ADRCs
Objective: Research and implement best practices to facilitate taxonomy rules that allow for comprehensive and successful searches
Deliverables/Success Indicators:
- Effective and tested taxonomy implemented
- Users indicate taxonomy is effective
Responsible Party: Information Technology vendor, with input and assistance from Community Choices Project Team, CalCareNet Steering Committee, ADRCs
Table II: Goal 2. Use a universally accessible Web design (i.e., accessible by persons with disabilities, culturally/linguistically accessible, etc.) to remain independent through consumer-directed decision-making, planning and support
Objective: Employ universal accessibility design, constructed in accordance with the standards for web accessibility set forth by Section 508 of the Rehabilitation Act and the W3C Web Accessibility Initiative
Deliverables/Success Indicators: Web portal is universally accessible per Section 508 of the Rehabilitation Act and W3C Web Accessibility Initiative
Responsible Party: Information Technology vendor, with input and assistance from Community Choices Project Team, CalCareNet Steering Committee, ADRCs
Objective: Establish complementary technologies/alternate formats available to facilitate access for consumers without Internet access (phone system, audio accessibility: text to speech format, etc.)
Deliverables/Success Indicators:
- Cost-Benefit analysis completed to prioritize inclusions of complementary technologies
- Selected complementary technologies implemented
- Users indicate complementary technologies are effective
Responsible Party: Information Technology vendor, with input and assistance from Community Choices Project Team, CalCareNet Steering Committee, ADRCs
Table III: Goal 3. Integrate information (i.e., integrated with existing data information systems)
Objective: Identify information standards clarifying what is needed for a viable CalCareNet information system, including inclusion and exclusion criteria
Deliverables/Success Indicators: Approved CalCareNet standards established
Responsible Party: Information Technology vendor, with input and assistance from Community Choices Project Team, CalCareNet Steering Committee, ADRCs
Objective: Develop website content and taxonomy
Deliverables/Success Indicators:
- Website content developed/taxonomy established
- Users indicate the website meets their needs and taxonomy is effective
Responsible Party: Information Technology vendor with input and assistance from CalCareNet Steering Committee, Community Choices Project Team, ADRCs
Objective: Connect State Level Databases
Deliverables/Success Indicators:
- Inventory of State Level databases
- Databases identified for systems integration prioritized (Priority 1, 2 & 3)
- Plan for integrating State Level databases established
- Total number of State Level databases integrated into system (based on phased-in approach if necessary)
Responsible Party: Information Technology vendor with input and assistance from Community Choices Project Team, Department representatives of CalCareNet Steering Committee, ADRCs
Objective: Integrate existing data systems to leverage data systems in place, avoid duplication, and prepare for future data information enhancements
Deliverables/Success Indicators: Web portal design provides flexibility to either “access” or “accept” local level data information
Responsible Party: Information Technology vendor, with input and assistance from Community Choices Project Team, CalCareNet Steering Committee, ADRCs
Table IV: Goal 4. Secure ongoing State leadership and financial support for CalCareNet
Objective: Educate state (key agencies/departments) leadership about the need for a fully developed Web-based statewide CalCareNet long-term support information system
Deliverables/Success Indicators:
- Meeting to provide information to State Department leadership with state-level databases identified for inclusion into web portal
- Total number of Departmental MOUs established
- Total number of Departments with assigned staff to monitor databases to ensure accuracy of data
- Meetings with state leadership to enlist support for Phase III and future development of Phase IV (expansion statewide) CalCareNet
Responsible Party: CHHS with support from Community Choices Project Team
Objective: Confirm state leadership and state financial support for full development of CalCareNet
Deliverables/Success Indicators: Formation of ongoing committee, consisting of 2 Community Choices Advisory Committee members, 2 CHHS staff, 2 Choices project staff, 2 State Department representatives, to develop a strategic plan for leadership and financial support of a fully developed statewide CalCareNet information system
Responsible Party: CHHS with support from Community Choices Project Team and CalCareNet Steering Committee
Table V: Goal 5. Employ a modular and scalable system (to enable movement from pilot to statewide implementation and to integrate future modifications)
Objective: Create standards for information as well as technical accuracy, including Web-based architecture with advanced hosting capabilities, hardware, software, network acquisition, and licensing
Deliverables/Success Indicators: CalCareNet web portal Standards identified and employed
Responsible Party: Information Technology vendor, with input and assistance from Community Choices Project Team and CalCareNet Steering Committee
Objective: Employ Maintenance Model to support technical components and content currency
Deliverables/Success Indicators: Maintenance model developed and implemented
Responsible Party: Information Technology vendor, with input and assistance from Community Choices Project Team and CalCareNet Steering Committee
Aligning Community Choices with CalCareNet
Phase III CalCareNet represents a primary goal of the Community Choices Project and a signature element in the State’s plan to improve the long-term service and supports infrastructure.
Figure 1: Community Choices and CalCareNet Process Flow
Figure 1 is a flow diagram that demonstrates the interconnectedness, allocation of resources and traceability, between Community Choices and CalCareNet for site development, content, and technology architecture.
Process
The Community Choices Project team working in conjunction with the Office of Systems Integration (OSI) Procurement Center will develop, finalize, and disseminate the Phase III CalCareNet Request for Offer (RFO). OSI will disseminate the RFO by February 2008. The RFO will provide a thorough description of the project and will invite technology vendors to submit offers to develop the CalCareNet pilots and baseline architecture for statewide expansion of CalCareNet. State representatives and the project team director will score applications and select the vendor in March 2008. Vendor work on Phase III CalCareNet is scheduled to begin May 2008; pilots are scheduled for testing beginning October 2008; full implementation is scheduled for January 2009.
Phase III CalCareNet Scope
The specific scope of work for Phase III CalCareNet involves development and implementation of a comprehensive, easy-to-use, accessible website prototype to be test-piloted at two CAL ADRCs. The selected technology vendor will be responsible for developing the pilot prototype, while concurrently developing a viable system maintenance model and the basic model architecture to expand the pilots statewide.
The Community Choices Project Team, with support from the CalCareNet Steering Committee and CHHS, will oversee and monitor vendor development of CalCareNet content and technological architecture. The vendor will comply with state standards, information, and technology systems in the development of CalCareNet’s technical components, content currency, systems functionality, and web application. Additionally, the vendor will be required to meet all project performance measures, a critical project management tool to ensure project success in Phase III CalCareNet.
Phase III CalCareNet Out of Scope
Phase III CalCareNet will involve the development of pilots for testing and rollout at the two CAL ADRCs. It will also include development of baseline architecture for the future statewide expansion of the CalCareNet pilot. Although not in the current scope of work, statewide expansion is the ultimate goal of CalCareNet – necessary to achieve the CalCareNet vision... Californians are fully informed about long-term services, supports, and options.
Key Stakeholders
The following represent CalCareNet’s key stakeholder groups:
- Consumers –Individuals with Long-Term Care Support Needs including:
- Older Adults
- Persons with Disabilities
- Caregivers
- Family Members (Including Out-Of-State Family)
- Providers of Services including:
- County/local agency staff providing case management, information and assistance, etc.
- State Department Staff
4. Environmental Analysis
Technology, in its many forms, is an integral part of everyday life in the 21st Century. Consumers now routinely search for information and communicate with service providers via the Internet. Web-based information systems for consumers as well as for providers abound in California and around the country. In addition to CalCareNet, each California State Department providing aging and long-term support services hosts an informational website available to the public, providing relevant information about programs and services. Apart from these state departmental websites, California’s network of thirty-three Area Agencies on Aging (AAAs) and twenty-nine Independent Living Centers (ILCs), the latter serving persons with disabilities, along with a host of other public and private agencies provide additional Web-based long-term support information technologies to consumers, including websites.
Phase II CalCareNet Summary Report, Aging and Long-Term Care Integrated Information Systems: A Summary Report for California (2005), reviewed the long-term support information environment. The report profiled the trend toward integration of consumer and provider information as well as data needs in current aging and long-term support information systems, highlighting innovative integration technology efforts in several states as well as in a number of counties in California. As summarized in the report, the following aging and long-term support information systems for consumers in California represent important and influential environmental developments in the field:
Network of Care, developed by Trilogy Integrated Resources and initially funded through a California Department of Aging Innovation Grant (2000), Network of Care offers an Internet-based aging and long-term support resource system for the elderly, persons with disabilities, caregivers, and service providers. Network of Care is currently providing services in 20 California counties.
SF-GetCare, developed by RTZ Associates and initially funded by San Francisco County’s Department of Aging and Adult Services and a California Department of Aging Innovation Grant (2000), SF-GetCare represented a fully integrated aging and long-term support information system. SF-GetCare currently hosts only provider functions (a service directory, client record functions). RTZ is the architect of Virginia’s statewide aging and long-term support information system, SeniorNavigator.
2-1-1, spearheaded by United Way and information and referral agencies in states and local communities, connects consumers in need of community services and resource information, including aging and long-term support services, as an alternative to Internet technology. Each 2-1-1 provider maintains a well-developed database of community services.
In addition to these elements, California’s statutory requirements governing state departmental websites, especially those providing public information about licensed facilities, represents another set of environmental factors likely to influence development of Phase III CalCareNet.
5. Business and Operational Elements
A comprehensive and effective statewide CalCareNet system is the long-term goal for the project. With a functioning statewide system, California can provide the growing cohort of long-term support consumers with access to the information they need to make effective long-term support decisions. To create a successful system, members of the CalCareNet Steering Committee, together with consumers and providers who participated in an online survey of CalCareNet in 2005, identified the following key business and operational elements for Phase III CalCareNet:
- Multiple entryways/doors onto site …different ways to access and use the system
- Universal accessibility (meets Section 508 of the Rehabilitation Act and the W3C Web Accessibility Initiative Standards as well as other accessibility standards related to language, culture, etc.)
- Clear, comprehensive information that educates consumers about the wide range of long-term support options in a simple, user-friendly manner with a comprehensive taxonomy, which allows consumers with diverse needs (physical, linguistic, cultural, etc.) to access and use information provided
- Diverse search pathways and site tools for consumers – including the following:
- Graphically-rich, multi-media tutorials, and needs assessments
- Comprehensive information on public benefits programs and eligibility requirements with link to or page on public benefits “eligibility assessment/determination” for consumers
- Personal Record folder for consumers – may include health/benefits information and assessment data
- Ability to apply and access on-line applications for various services and programs with the ability to store and access profiles/applications in the Personal Record folder
- Access to the following:
- General Resource Information – by service, subject, zip code
- Department Links and Information
- Licensed Facilities and Services– provide a complete list of licensed facilities, community-based and in-home services
- A comprehensive list of non-licensed home and community-based non-residential resources
- Outside Links – detailed information (non public-domain/non-secure … you are leaving a secure website…) for the public
- Additional site elements to include:
- Cost calculator for long-term support service options
- Information and services addressing wide-spectrum of income levels
- Access to “live-person” via pop-up chat window
- Ability to save and print searches (would enable providers to save search and print out for client)
- Glossary of long-term services and supports terms used in CA
- Health Insurance Portability and Accountability Act (HIPAA)-compliant.
- “Search Window” with Google-spelling function and capacity to search by keyword, county/city name, zip code – may include the map of California with the ability to click on any county or city to arrive at information.
- Standards-constructed information to ensure information is regularly updated and accurate
- Future-thinking information technology (IT) architecture to support technology advances
- Comprehensive directory and information links to state departments and state system of Area Agencies on Aging (AAAs), Independent Living Centers (ILCs), County Social Service Agencies, etc.
- Collaborative work efforts and information exchange between vendor and state
- Website owned, governed, permanently staffed, and facilitated by State with ongoing technical support and funding for statewide expansion:
- Direct access to CalCareNet from the State’s home page (my California website) …high profile would facilitate access
- Complementary technologies/alternate formats to facilitate access for consumers without Internet access (phone system, audio accessibility, etc)
- Security measures using industry-standard technology will be developed to prevent unauthorized use or misuse of the system
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