1. Atlanta, GA November 18, 2008 Program Managers Meeting Vaccine Tracking and Ordering System (VTrckS) Vaccine Management Business Improvement Project

2. 1 Agenda  VTrckS Background and Overview  Governance & Release Strategy Recommendations  Project Level Update  Grantee Advisory Committee Update  Pilot and Contact Center Update

3. 2 Distribution Provider Ordering Stockpile Vaccine Management Enterprise System (VTrckS)  Web-based provider ordering and automated approvals  Improved operational efficiency  Improved Internal Controls  Resilient, recoverable, standardized system  Web-based provider ordering and automated approvals  Improved operational efficiency  Improved Internal Controls  Resilient, recoverable, standardized system Distribution  Centralized distribution of vaccine from 2 -3 locations  Eliminates need for multiple state and local depots  Reduces storage risks and distribution costs  Centralized distribution of vaccine from 2 -3 locations  Eliminates need for multiple state and local depots  Reduces storage risks and distribution costs Stockpile  Migration of a portion of Pediatric Stockpile offsite  Reduces storage cost and ensures vaccine availability  Migration of a portion of Pediatric Stockpile offsite  Reduces storage cost and ensures vaccine availability Internal Efficiencies  Funding flows through “single account” instead of 64 grants  Improved inventory management results in enhanced visibility and significant savings  Reduced administrative processes  Process Improvements and CQI  Funding flows through “single account” instead of 64 grants  Improved inventory management results in enhanced visibility and significant savings  Reduced administrative processes  Process Improvements and CQI VMBIP is revolutionizing public-sector vaccine management

4. 3 To-Be Order Processing using VTrckS 1) Support Documentation includes current inventory, doses administered, wastage and temperature logs; current inventory is an NCIRD requirement for placing an order Product Flow Information Flow HEALTH INFO / EDUCATION Distributor We Pack ‘em VTrckS Ordering System VTrckS Ordering System UFMS ORDERS/ SUPPORT DOCUMENTATION Web interface Manufacturers EDI ORDERS EXCEPTIONS Providers (44,000+) External Info Systems Grantees (64) Operating Model  Providers may order directly from the grantee or distributor.  Order requirements include current inventory.  Order approval via business rules e.g., order size, order frequency, seasonality.  Grantees manage vaccine orders by exceptions – orders that do not pass the business rules.  Integrated controls provide forecast vs. actual checks and balances. Once fully implemented, VTrckS will enable the VMBIP To-Be Business Model to be fully realized

5. 4  System will be deployed to diverse Grantee and Provider communities over time  Will integrate with and / or displace several CDC legacy systems (VACMAN/NIPVAC)  Based on SAP software  Project being led by CDC, with support from BAH, Northrop Grumman, and Lockheed Martin Current Stage Implementing the new provider and grantee ordering system (VTrckS) continues to be a complex undertaking for the CDC

6. 5 Agenda  VTrckS Background and Overview  Governance & Release Strategy Recommendations  Project Level Update  Grantee Advisory Committee Update  Pilot and Contact Center Update

7. 6 VMBIP Governance Board CCID Leadership (representatives from various organizational units) VTrckS Steering Team CCID, FMO, PGO, ITSO, MISO, NCPHI, and OCISO VTrckS Project Management Team Doug Correll, CCID Chair CCID, Northrop Grumman, SAP, Booz Allen Hamilton, Lockheed Martin VMBIP External Advisory Committee Grantees, Providers, Manufacturers, 3 rd Party Distributor, External Vendors VMBIP Governance Model CCID Informatics Governance Board CDC Information Resource Governance Board A governance model is critical to ensuring the mission, scope, and outcomes of each entity are fully realized VTrckS Grantee Advisory Committee Grantees

8. 7 Based on the information known to date, consensus on the best path forward was developed over the past two weeks GroupRole VTrckS Project Management Team Project Leadership and Process Oversight VTrckS Development Team (Northrop Grumman) Information Technology and SAP Knowledge VMBIP Business Analysts (Booz Allen Hamilton ) VMBIP Funds Management, Centralized Distribution Vaccine Ordering and Fulfillment Understanding VTrckS Blueprint Participants

9. 8 Several guiding principles have served as the foundation for a system development and preliminary release strategy –Ordering and Distribution requirements take priority for Release 1 –SAP complexities (how close to standard SAP versus custom) were considered but were not the ultimate decision maker in determining releases –Business requirements and interdependencies were reviewed to ensure that functionality dependent on another area stays together –Amount of TBDs or vague areas in the requirements also considered as that affects the timelines (need more time in Round 2 sessions to clarify, make decisions, etc.) –CDC resources and stakeholders will be available and empowered to make decisions.

10. 9 Several guiding principles have served as the foundation for a system development and preliminary release strategy (2) –Milestone of live Release 1 production system by December 2009 –Enhanced Immunization Information System (IIS) interfaces will need to be considered in a later release –VTrckS Provider Order Entry Pilot implications must be considered as progress continues –In all but extreme cases, standard SAP Best Practices will be utilized to meet CDC to-be business model capability requirements

11. 10 Preliminary recommended release schedule dates ReleaseTiming Release #1December 2009 Release #2December 2010 Release #3December 2011

12. 11 The VTrckS Project Team reviewed and evaluated the business capabilities into one of three VTrckS Releases VTrckS Release 1VTrckS Release 2VTrckS Release 3 VTrckS Release 1 supports vaccine ordering at the national level (replenishment/bulk) and at the provider level (fulfillment)  NCIRD has the capability to: – Create and manage replenishment (bulk) orders – Capture and monitor manufacturer contract balances – Process vaccine returns  Grantees have the capability to: – Manage Provider Accounts (e.g., shipping instructions, shipping address, etc.) – Submit grantee funded replenishment (bulk) orders – Support provider ordering (process vaccine requests, exceptions and vaccine transactions  Providers have the capability to: – Enter and monitor the status of vaccine requests – Submit support documentation VTrckS Release 2 supports enhancements to previously released capabilities and the development of the Vaccine Needs Assessment and the Grantee Spend Plan  NCIRD has the capability to: – Define inputs for the automatic assignment of funding source breakdown to federally funded replenishment purchases, direct-ship provider orders and reported returns that result in FETC  Grantees have the capability to: – Develop the Vaccine Needs Assessment and Grantee Spend Plan – Utilize reporting to monitor aggregate provider usage and aggregate Provider Annual Need against the Grantee Spend Plan – Link IIS with VTrckS through enhanced IIS interface  Providers have the capability to: – Enter vaccine preferences enabling recommended order quantity at order entry VTrckS Release 3 supports enhancements to the previously released capabilities  NCIRD has the capability to: – Define inputs for the automatic calculation of the demand forecast, a tool used to help develop federally funded replenishment orders  Grantees have the capability to: – Define inputs for the automatic generation of the Grantee Spend Plan from the Vaccine Needs Assessment (e.g., State Finance Policy, vaccine preferences, and available funding)  Providers have the capability to: – Submit faxes of vaccine requests and support documentation which will be captured directly by VTrckS

13. 12 VTrckS project teams will deliver a web-based provider ordering tool by April 2009 followed by the core VTrckS Release 1 functionality being deployed by December 2009 VTrckS Timeline Blueprint Review,Revise and Acceptance Phase - Integrate lessons learned from Centralized Distribution - Conduct SME session(PGO,FMO,NCIRD*,MISO,ITSO,etc.,) - Stand-up Grantee Advisory Board&Identify Pilot Champions - Solidify VTrckS design - Project submits recommendations to Steering Committee *Grantee representatives are included on SME team;Grantee Advisory Committee will also serve as an extension to Core SME team to ensure grantee and providers are well represented 5/08 Qtr3,08 Qtr4,08Qtr1,09 Qtr2,08 Qtr2,09 Realization&Final Preparation - Build and test system to design - Solidify&execute program scenarios and scripts - Work with pilot champion sites on prep activities - Work with remaining sites to develop deployment schedule - Complete deployment preparation activities Release 1 Go-Live at Pilot Sites - Qtr3,09Qtr4,09Qtr1,10... Go-live at remaining sites 12/09 2/10 Blueprint Review,Revise and Acceptance Phase - Integrate lessons learned from Centralized Distribution - Conduct SME session(PGO,FMO,NCIRD*,MISO,ITSO,etc.,) - Stand-up Grantee Advisory Council&Identify Pilot Champions - Solidify VTrckS design - Project submits recommendations to Steering Committee Pilot Testing of Provider Web-based Ordering Tool - Design prototype user interface to be incorporated into VTrckS - Pilot test with selected providers and grantees - Incorporate feedback from users into final design for Releases 1, 2 or 3 12/10

14. 13 Release 1 Technical Activities between now and March, 2009  Assessment of hardware/infrastructure requirements for grantees –Project to communicate hardware requirements for grantees –Survey grantees landscape to gather data (i.e. utilize GAC) –Leverage lessons learned during centralized distribution  Solidifying how grantees and providers will access VTrckS –Providers – Single sign-on: user-id, password (level 2 authentication) –Grantees – Two factor authentication (level 3 authentication)

15. 14 Agenda  VTrckS Background and Overview  Governance & Release Strategy Recommendations  Project Level Update  Grantee Advisory Committee Update  Pilot and Contact Center Update

16. 15 VTrckS Release 1 Project Management Team  Doug Correll – CCID IT Project Manager  Janet Kelly – NCIRD Lead  Tami Venis – Northrop Grumman Project Manager  Penny Thompson – Northrop Grumman Project Manager  Kwasi Agyeman – Lockheed Project Manager  Kyle Dickson – Booz Allen Project Manager

17. 16 The project organization, led by the VTrckS Project Management Team, has fostered communications with all of its stakeholders… VTrckS Project Management Team VTrckS Stakeholder Group (Lead SMEs) Program Business Solution Work Group Program Business Solution Work Group VTrckS Project Organization (Release 1) SAP Technical Environment Work Group CDC Security & Infrastructure Work Group Data Conversion & System Integration Work Group ERP Change Management Work Group VTrcks Grantee Advisory Committee (GAC) Grantees

18. 17 Round 1 Sessions for VTrckS Release 1 have been completed and the follow up smaller group meetings resulted in requirements being refreshed as appropriate  Purpose: –(1) Provide a level of understanding of the business requirements that was needed to support CDC’s vaccine purchase program and identify any policy and/or program decisions that require attention, (2) address policy and/or program decisions (i.e. issue resolution), (3) solidify conference room pilot (CRP) requirements, (4) document the business process requirements to the level of detail of Standard Operating Procedures (SOPs), and (5) develop gap alternatives wherever customizations are required  Deliverable(s): Updated VMBIP To-Be Business models and Issues List, (2) Process deliverables that support the Blueprint and the SOPs, (3) Updated Issues List, (4) Recommendations, and (5) CRP Requests

19. 18 Legend: Standing up the Grantee Advisory Group (GAC) in July has enabled the project to fill a gap in getting feedback from Grantees, including providers who order thru the IIS Grantee Advisory Committee  Provides a communication channel with grantees/ provider end-users to gather direct input about the anticipated impact of Release 1 capabilities  Ensures that Grantees are participants in the process of rolling out VTrckS Release 1 to other end-users, are vocal champions of VTrckS Release 1 capabilities, are facilitators of effective end-user acceptance and Release 1 project feedback  Ensures synergy with Provider Advisory Committee  Areas of focus –Communications –Release 1 impact –Solidification of Release 1 candidates –Defining training audience –User acceptance –Release 1 evaluation and feedback  Provides constant end-user feedback throughout the Release 1 SAP (ASAP) project stages  Immediate next steps include: Development of a GAC schedule for 2009, consisting of an agenda that parallels the phases of the Release 1 project leading up to go-live in December, 2009 Release 1 Landscape Outside Organizations Provider VMBIP Governance Board VTrckS Steering Team SME’s / Working Group POB Project Officers VTrckS Grantee Advisory Committee VTrckS Project Management Team External Advisory Committee Grantees Vaccine Advisory Group Project Stakeholders Provider Advisory Committee (TBD)

20. 19 Round 1: Subject Matter Experts (SMEs) from CDC and the grantee community were engaged to ensure needs were well represented  CDC SMEs, including grantee representatives –Reviewed changes from original requirements due to implementation of centralized distribution –Identified outstanding issues –Participated in small workgroup sessions –Recommended approval of changes to the Steering Team –Will continue to review the To-be business model and provide recommendations  Grantee Advisory Committee –Reviewed specific outstanding issues identified and referred by CDC SMEs –Determined the need for additional grantee community input prior to making a recommendation to CDC –Recommended a survey be conducted –Recommended an External Interface Blueprint Phase workgroup be convened Round 1 sessions June 08 through September 08

21. 20 Legend: Similarly, forming a Provider Advisory Committee (PAC) will fill the current gap in gaining feedback directly from provider end-users Provider Advisory Committee  Opens a communication channel with the Provider end-users in order to gather direct input about the anticipated impact of web-based ordering related to the Pilot  Ensures that providers are participants in the process of rolling out the Pilot goals to other end- users, are vocal champions of web-based ordering, are facilitators of effective end-user acceptance and Pilot project feedback  Areas of focus –Communications –Web-based ordering impact –Defining training audience –User acceptance –Pilot evaluation and feedback  Provide constant end-user feedback throughout the Pilot Accelerated SAP (ASAP) project stages  Immediate next steps include: Finalizing the PAG charter and gaining Steering Committee acceptance, determining membership, and holding the first meeting by January 2009 Outside Organizations Provider VMBIP Governance Board VTrckS Steering Team SME’s / Working Group POB Project Officers VTrckS Grantee Advisory Committee VTrckS Project Management Team External Advisory Committee Grantees Vaccine Advisory Group Project Stakeholders In Process of being Established Provider Advisory Committee (TBD)

22. 21 The project is currently on track to complete the Release 1 Blueprint phase by April, 2009 3 rd Quarter ‘084 th Quarter ‘081 st Quarter ’092 nd Quarter ‘093 rd Quarter ’09 APRMAYJUNJULAUGSEPOCTNOVDECJANFEBMARAprilMayJune 1. VTrckS Project Kickoff 2. VMBIP To-Be Business Baseline (after Round 1 with the SMEs) 3. Conference Room Pilot Requirements Baseline 4. VTrckS To-Be Solution Baseline (after Round 2 with the SMEs) 5. Recommendations for VTrckS 1 st & 2 nd Releases 6. Complete Blueprint Phase Review and Validation 7. Steering Team Review, Management Council Vetting, and OMB Review VTrckS Steering Team Meetings CDC COO and Business Director Updates 6/4 9/25 1/22 2/26 4/10 Today Major Milestones From the Blueprint Review, Revise and Acceptance Phase 3/26

23. 22  To-Be “Capability” Business Models are built from: –Original requirements –Lessons learned from Centralized Distribution –Recommendations from the Lead SME’s  Business Models enable business scenarios to be developed for showcasing functionality (1)  To-Be Models will foster the VTrckS release road map definition and implementation sequencing (i.e. release 1, release 2, etc.,) To-Be Capability Business Models were defined, agreed upon by VTrckS Lead SMEs, and approved by the Steering Team (1) Examples of business scenarios include new vaccine introduction, special circumstances, etc.

24. 23 The Level 0 model illustrates how capabilities are logically grouped and provides a framework for more detail Groups together Level 1 capabilities Level 0 Capability Model (Supporting Capability View)

25. 24 Round 2 sessions are targeted for the 1 st week of December to review “how” the revised business requirements are supported by SAP  Round 2 Subject Matter Expert Meetings –Purpose: Provide clarity on how to-be business processes will be supported by SAP functionality, demonstrate standard SAP functionality that will support selected business requirements and gain understanding on gaps that require CDC decision making –Deliverable(s): Conference room pilots, Fit-Gap alternatives, Blueprint Phase process deliverables, Stakeholder assessments –Timeframe: Sessions are targeted to be conducted between December 1, 2008 and January 30, 2009 1 Data conversion, interfaces, messages and reports are included here

26. 25 After Round 2, the project will facilitate an extensive review process that culminates in recommendations by Lead SMEs  Deliver an End-to-End Solution, including processes and data integration  Deliver a Blueprint, including recommendations on Fit-Gap options  Develop a Change management strategy, including framework for SOPs  Develop a detailed Scope of VTrckS Release 1  Develop an Implementation Strategy and Deployment Plan  Present Recommendations to Steering Team in April  Present VTrckS To-Be Business Model to external stakeholder groups Integration and Final Review (Round 3) Timeframe: Mid-January through March 2009

27. 26 Additional Next Steps for VTrckS Release 1  Project Level –Hold round 2 sessions with Internal and External SMEs – Dec 08 to Feb 09 –Conduct assessment on how SAP will impact stakeholders – Jan 09 thru Mar 09 –Identify/solidify list of grantees to pilot release 1 – Feb 09 –Finalize implementation strategy and plan for “pilot” grantees receiving release 1 – Mar 09  Conduct implementation activities – May 09 thru Feb 10 –Finalize implementation strategy and plan for “non-pilot” grantees receiving release 1 – Apr 09  Conduct implementation activities – Mar 10 thru TBD  Grantee Advisory Committee Level –Continue to provide recommendations to CDC –Develop a schedule of GAC activities for Release 1  Reconvene an ExIS messaging workgroup

28. 27 Agenda  VTrckS Background and Overview  Governance & Release Strategy Recommendations  Project Level Update  Grantee Advisory Committee Update  Pilot and Contact Center Update

29. 28 Grantee Advisory Committee  Mission –To ensure immunization program needs, as defined in the original requirements, are well represented during all phases of development until the Vaccine Tracking System (VTrckS) goes live.  Scope –Perform review and provide recommendations to CCID on end- state deliverables, such as detailed business process –Represent users in identifying current or future procedures and keep the project abreast of the Grantee community IT initiatives –Gather provider input and report on VTrckS progress to the Grantee community.

30. 29 Goal of the External Information System (ExIS) Meeting  The goal of the face-to-face meeting was to define the areas for potential exchange and to come to an agreement on the minimum data content message set.

31. 30 The VTrckS ExIS Blueprint Phase Workgroup Gary RinaldiNew York Robert SwansonMichigan Jan Hicks-ThomsonWashington Shawn BoxMaine Jackie NelsonWisconsin Greg ReedMaryland Michael HansenNew York City Don BloseOklahoma Claudia AguiluzCalifornia Maribeth BartzTexas Don DumontOregon Elaine PherigoMissouri Barbara LaymonMcKing Consulting

32. 31 Draft Data Message Content Specification Document  ExIS members have reviewed the document.  The Grantee Advisory Committee will review the document.  The Grantee Advisory Committee will make recommendations of which organizations should be sent the document for review.  Once the document is finalized the Grantee Advisory Committee will submit the document to the VTrckS Project Team.

33. 32 Recommendations  The ability to import historical data, update an existing record, and add new records.  Batch import features should allow grantees to submit data twice a day.  Real time bi-directional exchange of data preferred.  Adequate help desk functions will be needed to assist with ExIS/Immunization Information Systems (IIS) messaging.

34. 33 Recommendations (2)  Any changes to VTrckS will need to be communicated with ExIS/IIS so not to impact messaging between systems.  ExIS and IIS must receive shipment data within 24 hours of shipment in order to pre-populate inventories for VFC providers. This shipment data should include direct ship orders.  All data fields should have a date stamp.  Incorporate all current VACMAN functionalities into VTrckS.

35. 34 Grantee Advisory Committee Survey  44 responses for a 69% response rate

36. 35 Survey Question and Results Which Ending Inventory option would you like your providers to use with VTrckS? Ending Inventory with a more detailed accountability reporting option 64% Only refrigerator count 18% Other, with comments 18%

37. 36 Survey Question and Results (2) Require Optional support documentation features in VTrckS? Support Documentation: YESNO Doses Administered404 Temperature Log2717

38. 37 Survey Question and Results (3) Electronic Capabilities for VFC Ordering? –14 (32%) have electronic ordering capabilities –30 (68% ) do not have electronic ordering

39. 38 Survey Question and Results (4)  Ending Inventory –22 Grantees have electronic capabilities  Refrigerator Count –17 Grantees have electronic capabilities  Doses Administered –29 Grantees have electronic capabilities  Temp Logs –4 Grantees have electronic capabilities Electronic Capabilities used to submit Support documentation?

40. 39 Survey Question and Results (5) Monthly  17Ending inventory  12Refrigerator Count  21Doses Administered  12Temperature Log Submitted with an order  22Ending inventory  28Refrigerator Count  17Doses Administered  13Temperature Log Format(s) used and timeframe for providers to submit support documentation?

41. 40 Survey Question and Results (6) Steps taken when required provider support documentation is not submitted? 11 Fill the order and follow up with the provider 01Give a partial order 34Hold the order until documentation is submitted

42. 41 Survey Question and Results (7) How will your program utilize the ordering capabilities in VTrckS? 4Will allow providers to place orders in VTrckS. 11Will place orders in VTrckS for the providers. 24A combination of both 21Will send orders electronically from an IIS or ExIS to VTrckS.

43. 42 Agenda  VTrckS Background and Overview  Governance & Release Strategy Recommendations  Project Level Update  Grantee Advisory Committee Update  Pilot and Contact Center Update

44. 43 CDC will pilot vaccine web order entry functionality  Pilot functionality will be released to a pre-selected number of providers to enter vaccine orders over the internet  The benefits of deploying the web order entry pilot include: – Opportunity for providers to use and familiarize themselves with VTrckS web order entry functionality – Reduction of grantee workload and order entry errors compared with manual order entry

45. 44 The Pilot project seeks to achieve several goals and have grantees and providers realize the following benefits Receive Grantee Feedback Reduce Grantee Workload Access to Provider Feedback Goals Benefits  Solicits input from Grantees  Reduced volume of paper, telephone, and fax based vaccine requests  Automates vaccine requests that can be edited and then electronically submitted to VACMAN thereby reducing the processing time for orders  Establish a relationship with the provider community  Enable a select set of pilot providers to evaluate the web order entry before full rollout

46. 45 The Pilot will cover direct provider web order entry, but will not demonstrate all functionality available at full system go- live Enter Web Orders to SAP Providers Grantees Process Order Exceptions SAP VACMAN Create VACMAN Order File Normal Order Processing  Request via SAP Web Interface  During order entry, SAP performs standard field validation (e.g. numbers in number fields)  Accept and store provider requests  Produce and send formatted order files to grantees at regular intervals  Receive order file in format that can be imported into VACMAN  Manually process order exceptions  Load order file to VACMAN  Process grantee order file  Send orders to McKesson for shipment using normal processes In-Scope Pilot Functionality Out of Scope Pilot Functionality  Grantee Web Ordering  Integration with IIS  Automated Order Status  Recommended Order Quantity  Provider Annual Need  Replenishment orders  End to End system integration with McKesson  Financials  Funds Management

47. 46 Four grantees and a diverse set of their providers will participate in the provider web order entry pilot Grantee/Provider Selection Guidelines & Roles  Providers order predominantly via fax/phone or via VACMAN spreadsheet  Grantees and providers who currently do not order via an IIS  Representation from large and small grantees  Representation from multiple geographies  California, Chicago, Colorado, Massachusetts and its providers will be amongst the first to have the option to experience VTrckS Release 1  A minimum number of providers will ensure that feedback can be extrapolated to a broader population  California, Chicago, Colorado, and Massachusetts will assist in driving provider count decisions, provider mix selection and ramp-up plan Chicago California Massachusetts Chicago California Massachusetts Colorado

48. 47 The provider web order entry pilot is projected to launch April 2009 Provider Pilot Timeline and Key Milestones Apr 2009Oct 2009Jan 2010Oct 2008Jan 2009Jul 2009 User Testing Grantee Selection Pilot Go Live End Evaluation User Training Provider Selection Monthly Pilot Evaluation Results VTrckS Release 1 Go-Live Provider Advisory Group Legend Key Milestones  Provider Advisory Committee establishment – January 2009  Pilot provider end user selection – December 2008  End User Training – early to mid-March 2009  Pilot go-live – April 27, 2009  Evaluation and Feedback – late April 2009 through October 2009 VTrckS Pilot Go-Live

49. 48 Following are highlights from the draft Scope Statements for the Help Desk and Contact Center that will support the programs in the future VTrckS Provider Ordering Pilot Help Desk VMBIP Contact Center Start Date (estimated)April 2009December 2009 Hours of ServiceMonday to Friday 8-8 Eastern Time ChannelsTelephone (toll free and local) and email inquiries Telephone (toll free and local), email, web, and fax inquiries Service OfferedAssistedSelf Help and Assisted Customers and Stakeholders Providers participating in the pilotApproved providers and their designated staff; program grantees and their designated staff; CDC staff dedicated to managing and operating the vaccine program including the related financial and contractual aspects of the program; authorized staff from manufacturers, distributors and shippers General Topic areas of service Technical assistance related to the web based interface Technical, Ordering, Fulfillment, Delivery and Funds Management assistance Standard Operating Procedures Other questions and issues are out of scope and will be redirected to the appropriate resource for resolution. To be developed in coordination with key responsible officials that will transfer issues and questions to the most appropriate resource for resolution. Issue TrackingIssues and their resolution will be tracked in a manner that supports ongoing process improvement. These data will be included as appropriate in the evaluation of the Pilot. Issues and their resolution will be tracked in a manner that supports ongoing process improvement.

50. 49 Provider Grantee CDC Level 1Level 2Level 3 Technical Ordering Delivery Funds Management Issues TBD ChannelCustomer In concept, the VMBIP Contact Center will provide basic (Level 1) support for Technical, Ordering, Fulfillment, Delivery, and Funds Management questions TBD Fulfillment TBD Process Flow TBD Conceptual

51. 50 Current activities, and planned next steps for upcoming months  Activities underway –Visioning session conducted in late August 2008. Currently finalizing vision for the contact center –Gather, understand and confirm the issues and detailed requirements for support from the customer and stakeholder perspectives Identify support activities currently in place and how they might be leveraged in the context of an overarching support activity for VMBIP What are the services required and how are the services to be delivered  Next Steps –Web-based Provider Order Entry Pilot Gather input from CDC, grantees, and pilot providers (October 2008 – January 2009) Develop and evaluate design alternatives (February 2009) Implement Help Desk to support the Provider Ordering Pilot (April 2009) Evaluate Help Desk processes, procedures, results (May – December 2009) –Release 1 Gather input from CDC as well as Grantee and Provider representatives (December 2008 – April 2009) Develop and evaluate design alternatives (April –May 2009) Support stand up and/or procurement efforts associated with Contact Center to support Release 1 of VTrckS (May 2009 – December 2009) Ongoing evaluation of processes, procedures, results