Awareness Making Customers Aware of the Product Service - TrinityTG/Case-Management GitHub Wiki

Category Activity Description applied to Provider Enrollment

1000 Awareness In Business Interaction Modeling (BIM) the first step in the end-to-end process is to enable the potential customer/client to become aware of the opportunity to become a registered participant or to receive a service. Awareness campaigns can include pushing information to potential applicants (for example, using a list of providers who have recently been licensed) or adding keywords that will index the informational part of the website so that web surfers will become aware of the opportunity to become a Medicare provider.

1100 Engage Public Relations Make the public relations organization aware of the program based on a change that may be important to a stakeholder group.
Contact stakeholder groups with program existance and value. Annual Report preparation (may go in 2000 category)

1900 Reporting Each phase of the end-to-end Provider Enrollment process has its own reporting capabilities. Specialized analytics are described in the 9000-series. Fraud, waste and abuse is addressed in the 8500 series as part of ongoing providfer performance monitoring. Reporting on ongoing and specialized campaigns to inform the pool of potential candidates (and later renewal candidates)

2000 Application requirements The second step in the classic business interaction model is to explain the eligibility requirements and the types of certification that are possible. 2100 Application Portal The organization may have a web site with a uniform look and feel for all its programs. Such a site can be very rigid and does not readily target the user who is interested in submitting applications or someone from the public who wants to see what information can be accessed on the site through interactive queries. Internal web sites may provide published reports but not dynamic ones. The organization web site can provide a link to the application portal. Portal Updates The application portal should have a place to post different kinds of updates. One type is news about the business domain. A second type is news about the application: planned new features, minor changes, revisions to online help, information on the help desk, tips on how to remember your password; features that users may have forgotten about. IN the middle is a description of the fee structure. Someday organizations will charge higher fees for mailed applications than for ones submitted online. Am betting more people have a laptop than have a stamp in their possession. The Portal updates are another chance to encourage people to create accouns and submit applications online instead of via mail.
Public Usage Members of the public may want to do their own analyses to the extent that is permitted. The portal can provide a link to a public landing page that explains in more detail the query and reporting options.

2600 Help Desk The Help Desk functionality includes the classic call center but now extends to include a range of “channels” for customers seeking assistance: on-line chat, email, online self-service such as frequently asked questions and guided tours. Other traditional channels may be supported based on policy that include mail and walk-in centers. The main help desk function will be aiding in password reset for external users. They are infrequent users and should be forgiven for not having a systematic way to retain their password. 2610 Call Center 2620 On-line Chat 2630 Email 2640 In-person 2650 Phone 2660 Self-Service

On Line Program Manual	External users should be able to readily review how to submit an application including eligibility requirements, what supporting documentation to have ready, the time required.  There should be a “quick guide” to give the users the basics, a manual that is more detailed with reference to laws and policies, links to the web site where programs are described; links are better than repeating as that can lead to version control issues.

Organizational Change Management activities	Multiple activities in the sytem development life cycle may be lumped into this phase of the Value Chain.  The key is to recognize that explanations of the program that are developed through the automation effort still need to b made available to customers and the  larger public.