Post-Launch Status Reports (46)

Description:

Careful, close monitoring of the system immediately following the launch of the system is a must. To facilitate this process, both the state and vendor should complete postlaunch status reports throughout system launch, including preparing day-of, week-after, and month-after reports.

Details:

It is especially important to monitor the system immediately after launch to ensure system operations run as smoothly as possible. Specific activities should include the following:

  • Day-of-launch activities:
    • Remain in regular contact with each vendor.
    • Each vendor should report enrollment numbers and any issues discovered every one to two hours and report urgent issues immediately.
  • Week-after activities:
    • Continue to closely monitor vendor and media; vendors should monitor their own data as well as report it.
    • Monitor customer service calls closely.
    • Hold daily calls with each vendor, and only make major adjustments in case of very urgent issues.
  • Month-after activities:
    • Continue to monitor vendor and media.
    • Look at enrollment rates, and adjust anything that may be impacting these rates.
    • Monitor customer service and adjust as necessary.
    • Hold weekly calls with each vendor.
    • Review monthly statements before they are distributed to leave time for changes to be made.
    • Begin planning larger, strategic changes, if needed.
    • Establish regular meetings and monitor plans with the vendor.
    • Ensure reporting data are flowing correctly and adjust as needed.

Primary Use:

Identify issues rapidly to ensure the first month of system operations goes as smoothly as possible.

Best Practices/Lessons Learned:

  • Have formal (e.g., scheduled calls) and informal (e.g., project manager to project manager) communications with each vendor throughout the first month after the launch.
  • Focus responses on the most urgent issues during the first week after launch; begin more strategic responses on all issues after that.
  • Review and ensure any data reported by the vendor is correct whenever it begins flowing. Begin reviewing and refining the data reporting dashboard.

State Government Context and Assumptions:

The implementing RUC agency leads this task, in close coordination with the vendors.