2014 WIC EBT User Group Meeting

Retailer EnablementJuly 22, 2014

Business Group Name Here

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Retailer Enablement

We’ve come a long way…

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In the early days of online eWIC, there was little knowledge in the retailer community regarding eWIC transactions and little knowledge in the WIC community regarding any electronic transactions.

• Processors and state agencies installed stand beside devices for all eWIC processing

• Extensive onsite installation and troubleshooting were standard; including network and connectivity issues unrelated to POS functionality

• Efforts to install and train retailers were expensive and time consuming• Processors and state agencies worked to enable store locations with as little

inconvenience to the retailer as possible

If we knew then…

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In the early days of online eWIC, retailer enablement was limited to the stand-beside device with intense support from state agencies and their processors.

Over the last several years, most processors and state agencies have gained significant knowledge of eWIC processing and understand the relationships among retailers, VARs, TPPs and ECR organizations.

• Processors and state agencies endeavor to integrate as many retailers as possible

• Standards for levels of certification, integrated specifications, testing support, and related activities have been established in a common effort

• Most TPPs and ECR platforms have been certified to process eWIC• Stand beside devices are a secondary option and retailers have been expected

to take responsibility for connectivity

…what we know now.

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The move to an integrated solution has been well received and the retailer community has responded by adding eWIC to most ECR configurations. Even so, the stand beside

device remains an important part of eWIC.

eWIC Success!

Stepping up the enablement effort

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In recent eWIC implementations, retailers have stepped up, regardless of funding, and been instrumental in the huge success of eWIC.

• Retailers, VARs, and TPPs strive to integrate their systems early, often ready to test well ahead of the project schedule

• The retailer community understands their WIC customers and participates in FNS-led efforts to improve eWIC

• State specific requirements are challenging, but retailers adapt and accommodate

• Stand beside retailers take ownership of the training effort and teach their clerks to smoothly integrate the POS device into their lane flow

Retailers step up big

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Recent success shown in retailer enablement for new eWIC state agencies has been driven by conscientious retailers who strive to provide the best shopping experience to

their customers, regardless of tender.

We’ve got this, so what’s next?

It’s always about the people, so empower your retailers and give them tools to success.

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To build on recent success, future implementations would do well to empower both integrated and stand beside retailers.

• Provide latitude in regard to testing, certification, and implementation with retailers using previously certified systems

• Consider self-certification where possible• Set clear expectations and challenge stand beside retailers learn how to use the

device early and train staff effectively• Educate and enforce the process for troubleshooting. Very often retailers

continue routing issues through state agency rather than using tools provided

Empower Retailers

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Empowered retailers will take on the challenge and be a strong partner in any eWIC implementation. The key is to set the expectation and provide the tools for success.

Expect more from your empowered retailers and provide the tools required for their success.

• Retailer Manual: Use vendor team to learn POS functions and ensure comprehensive and easy to read manual containing not only POS functions, but also information on how to use the other tools provided

• Vendor Portal: At a minimum, provide access to transaction and settlement data• Quick Reference Guides: Concise, relevant, and easy to use• Vendor Team: Strong knowledge of process and POS device strengthens

partnership, speeds implementation, and improves experience for both retailer and participant

Retailer Toolbox

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Retailers big and small have shown their mettle. If you empower them where possible and provide strong tools; they will reward you with excellent service to WIC participants

during a time of difficult change.

Success Stories and Challenges

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Ahold• With an ECR conversion delaying integration, Ahold moved quickly to ensure all

their lanes would be enabled using stand beside devices for the best possible participant experience

• Self funded effort for nearly 1000 stand beside devices• Lane flow considerations to optimize setup and use• Complete internal training from top down

Success Stories

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Challenged in a competitive environment, Ahold demonstrated a commitment to the WIC program and a desire to provide participants with the same care and service of any

other customer.

VA WIC Vendor Team• Consistent effort to visit all retailers and execute test transactions• Strong retailer support and direction resolving issues• Communication and accountability for the retailer community• Strong POS manual and continued improvement of tools through revisions after

implementation• Optional Town Hall Trainings to provide retailers option to gain additional

knowledge and improve participant experience

Success Stories

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With an accelerated statewide rollout, the VA WIC vendor team learned quickly and improved retailer knowledge and experience with tenacity and conviction.

Commissaries• Processes from existing eWIC commissaries didn’t translate to new

commissaries as easily as expected

VA Tax Law• A state specific law requiring tax on coupons created need for complex ECR

functionality or alternative solution

Language Barriers• While collaterals include a Spanish version, the first language of many retailers

may be something other than Spanish or English, so it is important to consider ways to support these retailers

Challenges

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Demographics, policies, and laws vary from state to state. It’s important to consider how your state is different and anticipate those unique challenges to better support retailers

during the implementation effort.

Questions and Answers

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