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Executive summary ................................................................................................................................................................................ 1 Welcome to Connected HHS ............................................................................................................................................................. 3 Why service mattersfor IT .......................................................................................................................................................... 4 A new model for the business and technology of Connected HHS.................................................................................. 5 Looking at Connected HHS for care coordination ....................................................................................................................... 6 Ideas for care coordination ............................................................................................................................................................ 7 Modernizing systems for the HIX era ............................................................................................................................................... 8 Ideas for modernizing ...................................................................................................................................................................10 Shared services: an overview of Medicaid today ........................................................................................................................11 Ideas for Medicaid systems ..........................................................................................................................................................12 The architecture of coordination .....................................................................................................................................................13 Core infrastructure ..........................................................................................................................................................................13 Connected HHS enterprise service bus ....................................................................................................................................14 Shared services layer .....................................................................................................................................................................15 Agency applications layer.............................................................................................................................................................15 Always-on services in the cloud .................................................................................................................................................15 Getting started: your roadmap forward ........................................................................................................................................16 A roadmap for shared services...................................................................................................................................................16 Manage change: the new governance.....................................................................................................................................17 Microsoft and HHS ...............................................................................................................................................................................18 Connected HHS technology from Microsoft ..........................................................................................................................19
List of tables
Table 1. SOA at a glance: benefits of a Connected HHS environment ..................................................................................................... 4 Table 2. Phased implementation of a Connected HHS environment........................................................................................................ 5 Table 3. Ways to use CRM in a Connected HHS environment ................................................................................................................... 6 Table 4. High-level HIX architecture based on a Connected HHS environment .................................................................................... 9 Table 5. Microsoft products and solutions ................................................................................................................................................... 19
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EXECUTIVE SUMMARY
From Medicaid to children's services to public safety, state and local agencies provide vital health and human services (HHS), typically each with its own information technology (IT) systems. With changes in policy and funding models, your organization has the opportunity to modernize systems so you can coordinate care and connect services across programs in ways that produce better outcomesfor the people you serve and for your agency.
Government, nongovernment, and nonprofit HHS organizations and their partners strive to work together and to deliver exceptional services, despite the fact that many operate in relative isolation, without the ability to easily share information and to coordinate services. State and local agencies and partners often rely on legacy IT systems that arose in isolation over time in response to program-specific needs, independent funding vehicles, and different policy drivers. Citizens are now served by multiple agencies spanning functions such as behavioral health, family services, employment programs, courts, and education. Given lean budgets and legacy IT investments, how can your organization move toward the promise of a simpler, connected future? The past decade of increasingly connected systems of care points the way to innovation, while changing requirements, such as health insurance exchanges (HIXs), are driving rapid change. New models of improved access, quality, and efficiency support the proactive strategies you need to innovate in HHS deliveryfor example, the rising use of electronic records, relatively inexpensive data warehousing options, and the ability to bridge diverse operating environments. Together, these changes can help you devise more coordinated, interconnected, and cost-effective systems of care that enhance outcomes. Innovators such as The Childrens Trust, Health Choice Network, MiamiDade County Public Schools, and Ready Schools Miami demonstrate the leading edge of change. Their information exchange may revolutionize the delivery of health, education, and social services for children from birth through entry into the workforce. Called Childrens Health Education and Economic Resource (CHEER), the exchange will enable programs to coordinate the delivery of services and benefits to children and measure their impact.
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CHEER is just one example of something we at Microsoft call Connected Health and Human Services, a vision and a technology framework for making the most of IT in the service of people. Rather than an all-or-nothing approach to IT, organizations are using the Connected HHS Framework to evolve over time. Without embarking on a costly rip-andreplace project, your agency can make improvements incrementally and can share business and IT services across groupsand start benefitting from new avenues of funding. Through the Connected HHS Framework and platform, your agency or program can begin sharing services and information with others in a beneficial exchange that helps support coordinated care models, deliver cost savings, respond to a changing regulatory environment, and can ultimately improve health and services.
Agencies
Citizens
HEALTH
HUMAN SERVICES
Ease case management. Look for ways to improve forms and records management so case workers can spend less time on data entry and manual reporting and more time helping clients. Help boost workflow, too, by offering workers smartphone applications or automated workflow tools. For example, employees gain mobility when they can record data in the field using everyday software, such as Microsoft Outlook. Enhance communications and public safety. Extend care coordination models to systems for public safety. For example, the Wisconsin Health Information Exchange (WHIE) aggregates real-time data across more than 142 hospitals and 120 clinics, plus claims information from the state, primarily for use by participating emergency departments. However, by depersonalizing the records, they can make that information available to public health organizations, which use it to help support their public health surveillance activities.
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HIX in Utah
Utah Health Exchange was one of the first operational state health insurance exchanges in the country. To meet the requirements of their states health system reform legislation, the state Office of Consumer Health Services created an Internet portal, the Utah Health Exchange. It connects consumers to the information they need to make informed health care choices and, in the case of health insurance, to execute that choice electronically.ix The Utah Health Exchange is administered by Microsoft partner bswift, which provides enrollment and administrative services through Connected HHS technologies, including Microsoft SQL Server and the Microsoft .NET Framework. Through this flexible, familiar platform, state administrators are freed to focus on helping Utahs citizens make the best choice in a health plan.x
With its infrastructure based on SOA components, the Connected HHS Framework delivers a consistent architecture that connects internal and external systems so that you can: Accommodate the many aspects of health insurance delivery. Get the most out of your existing IT systems. Connect existing systems to new technology and data from other agencies and the private sector. Combine all of the components into an integrated, end-to-end solution. Expand into health areas not traditionally administered by state agencies, such as comparing health plans or collecting premiums.
With the Connected HHS approach to HIX, state agencies can assess a single offering and a well-known set of interoperable technology productsa simpler task than evaluating numerous solutions from various firms to find something that works well with government policies and existing IT infrastructures. In this architecture, back-end systems help states to handle eligibility and enrollment, while front-end portals provide access to resources for consumers. In addition, integration with cloud services enables insurers to handle fluctuating volumes of queries, payment deductions, and processing. (See Table 4.) Table 4. High-level HIX architecture based on a Connected HHS environment CONSUMER PORTAL
Plan tools: Presentation Comparison Enrollment
EXCHANGE ADMINISTRATION, OPERATIONS, COMPLIANCE, AND TRANSPARENCY MICROSOFT CONNECTED HHS FRAMEWORK AND PLATFORM
Another benefit of the Connected HHS approach to HIX is the ease with which business intelligence can be provided to decision-makers and key stakeholders. By providing healthcare payers with analytics tools to measure health outcomes, the HIX solution can help reduce costs. For example, state administrators can use the analytics capabilities to search demographic data so they can research plans for children, senior citizens, or other groups.
Put business intelligence to work. Empower decision-makers with analytics tools that provide big picture data. Web dashboards can turn raw data into visually appealing charts and graphs. For example, analysts can monitor claims data more effectively to prevent fraud, administrators gain insight from financial data that can help achieve cost savings, and managers can visualize demographic and mapping information that helps them serve key populations better. Automate compliance and reporting. Help reduce report-processing time with an automated solution based on your business intelligence. For example, Boulder County, Colorado, had no way to understand the impact of its services on the 294,000 individuals it served, and reporting requirements were burdensome and inconsistent across the more than 100 local agencies and organizations involved. To enhance program efficiency and to improve cross-agency coordination, the county worked with Microsoft Gold Certified Partner Social Solutions to deploy Efforts to Outcomes (ETO) software, a community-based, collaborative social services solution. ETO not only helped the county dramatically reduce wait times for participants but also enabled it to measure services overlap to help improve efficiency, protect against abuses of the system, measure the impact of its various agencies, and track participant progress toward self-sufficiency on a benchmarked spectrum.
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processes.
Preserve the organizational
and efficiencies.
Provide better analytics.
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SOA means implementing technologies that are mapped to processes and desired outcomes according to your roadmap and business processes.
Incremental approach. Technologies
past that took years of planning and implementation, an architecture based on Connected HHS principles enables you to build solutions that deliver results fastwithin the tenure of the executives backing the rollout.
Core infrastructure
The core infrastructure of a Connected HHS technology platform includes enterprise-level communications, collaboration, and other services that provide the stable building blocks for an agile applications environment. (See Figure 1.)
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Figure 1. Architectural layers of the Connected HHS Framework rely on a common set of technologies.
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With a platform based on Connected HHS and shared services, you don't have to choose between cloud services or on-premises solutions. You can configure a hybrid combination that fits your requirements now and in the future.
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common business processes used across multiple programs, you begin to see where organizations can share services.
Points of intersection. Where do
programs and departments cross paths? Your architecture must address these points of information access.
looks like. Start by listing existing business and technology assets, and then set targets, establish metrics, and measure progress against your baseline so you can track the return on investment (ROI). Get strategic. Articulate a front-to-back business strategy, and align it with a comprehensive technology strategy. Start with your model for delivering collaborative services. Determine the types of data-sharing that are useful. Weigh the choices. Which cases need cross-agency collaboration? How will the agencies and programs work together? Review relevant experiences, and evaluate approaches that have been successful elsewhere.
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Get funding. Ask how cost will be allocated. Where is the funding coming from? Design for governance. Establish clear parameters for sharing information. From a user perspective, clarify accountability. Who gets to decide the optimal, cross-agency case plan? Who can see what about whom, when, and where? From a systems perspective, determine where the integrated system runsand who makes repairs when necessary. Invest over time. Don't wait to define perfection on paper before moving forward. Instead, plan for incremental changes in alignment with your roadmaps vision. Grow capabilities over time, build upon each success, and expectand design forchange. Prioritize. Let policy set precedence, whether that means providing emergency relief, expanding access to care, becoming more accountable, improving reporting, or mitigating risk. Set milestones. Recognize that aspects of the roadmap will probably shift with time and experience. Adopt regular checkpoints for roadmap reassessment.
www.microsoft.com/services
Therefore, the transition to a more agile and connected business and technology environment requires organizations to rethink governance. Whether your organization chooses to set up a centralized, distributed, or outsourced model or to use a hybrid approach, successful governance requires a strong vision and shared goals across agencies, departments, and programs.
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LEARN MORE
Microsoft has a long-term commitment toand extensive experience inthe public health and social services sectors. As a technology leader, we understand the importance of compliance with standards and we routinely operate within open-standard and industrystandard environments to support your agencys technology needs. Contact your Microsoft Account Manager or partner to learn more about how Microsoft solutions and Connected HHS technology can help your organization.
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Call centers
Case management
Cloud services
Collaboration
Desktop efficiency
Get a streamlined user interface and new features that make everyday tasks easier with Windows 7.
Medicaid management
Get help complying with MITA standards. Microsoft solutions for Medical management information systems, based on the Connected HHS Framework, can help you to reduce administrative costs, enhance delivery of essential services, and implement improved security, privacy, and control. Connect disparate systems with the integration server solution, Microsoft BizTalk Server 2010, the hub of your Connected HHS architecture. Provide flexible access to servicesfrom mobile service centers to self-help portalsfrom a variety of devices, including PCs, smartphones, and other mobile devices. Web solutions can also provide a central workspace where cross-agency teams can log on and share information.
Systems integration
Web services
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Endnotes
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Hersey, Jack. Miami-Dade County makes a connection. Microsoft in Health blog. October 19, 2011. blogs.msdn.com/b/microsoft_in_health/archive/2011/10/19/miami-dade-county-makes-a-connection.aspx
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Ibid.
A call to action: Information exchange strategies for effective state government. April 2011. www.nascio.org/publications/ Cooper, Lane F. Aspiranet leverages collaboration platform to deliver better and more accountabl e services to California children and families. Aspiranet case study. 2009. biztechreports.com/yahoo_site_admin/assets/docs/AspiranetCaseStudy.360202244.pdf v Thomas-Flynn, Gail. Office 365 and the cloud make HIPAA easy. Microsoft Government: Bright Side of Government blog. January 20, 2012. www.microsoft.com/industry/government/state/brightside/detailBlog.aspx?title=Office_365_and_the_Cloud_Make_HIPAA_Easy vi OLeary, William, and Elizabeth Mason. Improving health, human services, and education outcomes and reducing poverty: Microsoft and Single Stop USA case study. 2011. www.singlestopusa.com/MicrosoftSingleStopUSA.pdf vii The Wisconsin Health Information Exchange Emergency Department Linking Project. March 2011. Microsoft case study. download.microsoft.com/download/5/3/F/53F61716-24A3-4EA4-936E38F865D546DE/AmalgaWisconsinHealthInformationExchangeCaseStudy.pdf viii Horowitz, Brian T. Microsoft launches state health insurance exchange platform. eWeek. February 9, 2011. www.eweek.com/c/a/Health-Care-IT/Microsoft-Launches-State-Health-Insurance-Exchange-Platform-403447/ ix Utah Health Exchange website. www.exchange.utah.gov/about-the-exchange/overview x bswift, Microsoft join forces to provide health insurance exchange solutions. bswift case study. October 25, 2011. www.bswift.com/index.php?/press-releases/bswift-microsoft-join-forces-to-provide-health-insurance-exchange-solu/ xi Arizona health agency ups quality and security with interoperable exchange solution. Microsoft case study. August 2009. www.microsoft.com/casestudies/Case_Study_Detail.aspx?casestudyid=4000005113 xii Boulder County deploys collaborative social services tool, wait times drop from weeks to hours. Microsoft case study. August 16, 2010. www.microsoft.com/casestudies/Case_Study_Detail.aspx?CaseStudyID=4000008098 xiii Alabama Medicaid Agency to cut time spent on identity management by 75 percent. Microsoft case study. February 2010. www.microsoft.com/canada/casestudies/Case_Study_Detail.aspx?casestudyid=4000006514 xiv Humanitarian group offers timely emergency relief with scalable, hosted private cloud. November 21, 2011. Microsoft case study. www.microsoft.com/casestudies/Windows-Server-2008-R2/Czech-Red-Cross/Humanitarian-Group-Offers-TimelyEmergency-Relief-with-Scalable-Hosted-Private-Cloud/4000011451 xv Day, Alan, Lynn Davenport, David Meyers, and William OLeary. "Camellia Project: A Connected Health and Human Services Framework for Alabama." May 2007. www.camellia.alabama.gov
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