2014 WIC EBT Users Group Implementing EBT & MIS Together

Sylvia MitchemProgram Manager

July 22, 2014

Getting back to the Mission of WIC

The Mission of WIC

Implementing eWIC & MIS together allows the state to “get back to the mission of WIC.”• eWIC/MIS is inherently complex and stressful, but minimizes the extent of

disruption• eWIC/MIS requires additional planning and consideration, but streamlines

development, testing, training, pilot, rollout, and transition activities• eWIC/MIS requires strong partnerships and trust among team members,

everyone is in the same boat paddling together

April 19, 20233

eWIC/MIS together is not easy, it requires a fearless team willing to take risks for the mission of WIC.

Virginia Crossroads/eWIC

Virginia Crossroads/eWIC

The joint Crossroads/eWIC project was a new implementation on both sides.• Part of the original State Agency Model (SAM) Consortium of North Carolina,

Alabama, Virginia, and West Virginia to develop a custom WIC MIS• Single MIS interface with two benefit Processors based on the Universal

Interface• Required coordination among partners at each phase of the project

Virginia was the first state in the Consortium to implement Crossroads, and at the same time the state transitioned to online eWIC.• 160,000 participants• 800+ retail store locations

April 19, 20235

Virginia rolled out Crossroads and eWIC statewide in less than three months.

Testing & Training

Key Considerations

Combined test scripts must take care to cover all aspects impacting benefit issuance, management, and reconciliation.• Consider the impact of converted data• Validate the food prescription balance • Simulate redemption & reconciliation

eWIC/MIS changes many aspects of the WIC program, training should cover not only system changes, but program changes as well. • Review any changes to the food package • Provide staff with a fully functional training environment and a schedule of real-

world exercises to perform leading up to go-live

April 19, 20237

If possible, have state staff perform the local agency training – see, do, teach!

Clinic Operations

Key Considerations

Clinics must be prepared for the real, not the ideal.• Do not assume roles will be analogous to the legacy systems/processes, act it

out• Provide staff with reference materials for default packages, formula conversions,

etc.• Review each benefit issuance, change, and void thoroughly• Develop a benefit issuance checklist• Define process/authorization for legacy system void & replacement• Communicate with your formula supplier, if applicable, to define contingency

processes for issuance, replacement, and payment

April 19, 20239

Nutrition is the crux of the WIC program and of the systems that support it.

State Operations

Key Considerations

The relationship between Vendor data in the eWIC system & MIS is complex.• Discuss vendor data conversion timeline with both contractors• Consider the MIS data conversion when scheduling live buys• Outline your retailer go-live guidelines and transition schedule• Determine how you will initially set NTEs, and define criteria for evaluation• Define information needed to respond to participant/retailer redemption issues• Identify a partner at the store willing to directly assist customers

April 19, 202311

Remember your legacy system data for reporting!

Support & Transition

Key Considerations

Hope for the best, but plan for the worst. • Seek avenues for instant communication with staff• Ensure that you have sufficient SME and Help Desk resources• Provide on-site support within each district for the first week of rollout• Monitor end of day and batch processes• Consider inverting the Help Desk structure until things smooth out

For the WIC program, this is all just the beginning!• Don’t be afraid to use the functions and data available in new ways• Consider asking staff to submit proposals for program initiatives

April 19, 202313

Remember the systems were built for Mission of WIC!