Innovations

San Diego, CAJune 4th – 8th, 2006

A 12 Step Program for Recovering from MEG-

Addiction

A 12 Step Program for Recovering from MEG-

Addiction

Judy NagyAssistant State RegistrarOhio Department of HealthOffice of Vital Statistics

Back in 2003….Back in 2003….

We were faced with an ‘unscheduled upgrade’ and had to communicate the specifics to all our customers

“THE BOX” is Born“THE BOX” is Born

Color coded by document type Examples of the new birth certificate

and worksheets Explanation of upgrade changes Detailed instruction manual Frequently asked questions

The ResultThe Result

Our organized, highly detailed informational package created panic and confusion

Typical Question #1Typical Question #1

“I’ve opened the welcome box and removed the packing, now what do I do?”

Typical TranslationTypical Translation

The welcome box has landed on my desk and I threw away the manual containing detailed instructions on installing, operating, & trouble shooting the software.

Typical Question #2Typical Question #2

“My IT departments says the upgrade installation can not be done.”

Typical TranslationTypical Translation

I do not currently know a child between the ages of 3 through 12 that can install the software for me.

Typical Question #3Typical Question #3

“My software upgrade has been installed, but I can’t seem to find my data.”

Typical TranslationTypical Translation

Your child was successful installing the upgrade on your computer, but obviously, does not know how to hack into your hospital’s mainframe.

Typical Question #4Typical Question #4

“I can’t get a hold of anyone to help me through the upgrade transition.”

Typical TranslationTypical Translation

Meg is probably away from her desk in the bathroom.

Meet MegMeet Meg

Symptoms of MEG-AddictionSymptoms of MEG-Addiction

The only phone number you know at the Health Department is Meg’s desk phone

Information exists, but only if Meg tells you

A post it note that says ‘OK’d by Meg’ is given more credence than the Ohio Revised Code

If Meg’s in the office, transfer the call to her because she always knows

What?!What?!

OUR OWN STAFF WAS ADDICTED!

Going ‘Cold Turkey’Going ‘Cold Turkey’

We changed Meg’s phone number (twice) We unlisted her phone number We devised a new centralized call tree for

customers to better access our IT help desk and customer service

Made our field representative the first point of contact for all registration inquiries

And Still the Addiction Continued.And Still the Addiction Continued.

Here We Go Again!Here We Go Again!

A new integrated birth registration software needs to be deployed Jan. ’06

The software application has a huge need for user management

Application users will increase 4x We have new users for our software:

perinatal clinics, lab, and local registrars

The RolloutThe Rollout

How can we contact all of our users? What information does each user

need to know? Where will we send the information? When should the information be

made available?

“The Box” Part 2“The Box” Part 2

A new integrated web site Content specific Dynamic Organized system for

documentation, forms and communication

We Did It RightWe Did It Right

All staff helped with content and readability

Any updates or important information can be easily and instantly transmitted

Everyone using the system is our customer, regardless if they are using a VS application

Users send us feedback on content they would like to see

Why It Has Been So SuccessfulWhy It Has Been So Successful

Our staff knew what contact to make available based on inquiries

ALL users of the system have access to the information

The information is updated and corrected as needed

The information is organized AND….

Meg’s Phone Calls Have Decreased 80%!

Meg’s Phone Calls Have Decreased 80%!