Child Care Administrator’s Improper Payments Information Technology Guide

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B. Preparing for a Procurement (continued)

2. Identifying Solutions and Constraints

To address the objectives outlined in the statement of needs, it is important to understand the current business/service process, the availability of solutions in the marketplace, and the technical and service direction of the Agency and State. Having a firm grasp of these factors enables the identification of viable options for technical solutions to meet the stated business objectives and significant constraints related to the implementation of a technical solution.

When employing technology to make a change from the current way of doing business or provide services, it is important to clearly understand and document the current business or service process. As defined by the U.S. Government Accountability Office (GAO), a business or service process is “a collection of related, structured activities - a chain of events - which produce a specific service or product for a particular customer or customers.” The current process is often called the “as-is” model, and the new process created by the implementation of new policies and/or new technology, is typically referred to as the “to-be” model. These models can be as simple as narrative descriptions or as sophisticated as workflow diagrams built using modeling software.

With program implementation at the local level and policy development and solicitation for IT products and services occurring at the State level, it is possible that State IT and program staff members involved in the procurement of technology do not understand all the particularities of program implementation. This understanding can be enhanced by a business analyst job shadowing those directly performing the services being impacted by the IT procurement or by directly involving practitioners in developing the as-is model.

Once a clear understanding of the current process exists, it becomes easier to define exactly what changes need to occur and identify solutions that can enable those changes. For example, many States intend to automate the eligibility determination for subsidized child care to reduce the number of incorrect calculations. Documenting the current steps for determining eligibility enables the State to develop a more complete set of requirements for an automated tool to perform the eligibility calculation.

Many ways exist to identify potential technical solutions to help an Agency move from its as-is model to its to-be model, including research and discussion about solutions used in other States, a dialogue with vendors, and issuing a Request for Information (RFI).

Agencies can learn about solutions used in other States through direct contact or through various organizations likely to have this information, such as the Federal government, the American Public Human Services Association (APHSA), and the National Governors Association. Although programs, such as subsidized child care, possess unique policies and requirements, the core processes (eligibility, case management, payment, reporting, quality assurance, improper payment identification, and resolution) are similar across many other programs, including cash assistance, Food Stamps, and Medicaid, making it important to look at solutions used by multiple programs, not simply those funded by CCDF. In addition, open communication with the vendor community can provide valuable information and insight about possible solutions and providers.

Many States have restrictive policies about communication with the vendors; however, finding a legal manner to engage in this dialogue can be invaluable. Some States issue an RFI or a draft RFP to gather information in a structured, written process. An RFI obtains information from prospective bidders before the issuance of a RFP. This information can help States identify possible solutions as well as potential bidders. Other States conduct pre-bid conferences before finalizing their RFP to hold an open conversation with vendors about different approaches to solving the business/service needs.

Understanding the current and proposed programmatic and technical environment of both the Agency and State helps in identifying opportunities and constraints. This assessment can help determine whether the business/service needs can be met by existing or planned applications or service contracts. For example, some States have an active Food Stamp Program Electronic Benefits Transfer (EBT) system supported by a third-party vendor with the capability to deploy multiple programs on a single EBT card. The State personnel and contractors involved in Food Stamp EBT would be a logical starting point for exploring child care programs interested in using card technology to track time and attendance and facilitate payment.

In addition to identifying potential opportunities, this assessment can clarify important technical and financial constraints. Most States maintain IT standards for hardware, software, information security, and web presence look and feel. Adherence to these standards should be included in the solicitation. For example, a State’s child care subsidy program wishes to implement a new web-based process for child care providers to record time and attendance. It is likely that States cannot develop this web presence in isolation; instead, the web pages will likely need to meet the current Agency and State standards for look and feel including navigation and color schemes as well as meeting certain technical standards including accessibility standards for individuals with disabilities.