Wisconsin ePDMP Self-Service Enhancements

Title: Wisconsin ePDMP Self-Service Enhancements

Abstract:

The Wisconsin Department of Safety and Professional Services (DSPS) seeks funds to modernize and create new self-service functionality for the WI ePDMP system. With the recent acceleration of online self-service expectations among users driving behavior towards and perceptions of organizations, offering appropriate self-service options as part of the ePDMP will increase the efficacy of the system throughout the state of WI. The self-service enhancements will empower all users of the WI ePDMP to interact with the system more efficiently and effectively, leading to improved data quality, increased security, better customer support, and greater user satisfaction.

The new self-service features include the following three deliverables:

Improved on-demand and interactive training and testing materials for data submitters, law enforcement agencies and healthcare professional users, including a new sandbox and training environment
Enhanced functionality for administrative users to make system-wide configuration changes and expeditiously access critical information about the status of data, users, and other commonly requested information
New account management hierarchy features that reduce the burden of managing delegate and medical coordinator relationships within an organization

The goals of the enhancements are threefold:

Create and enhance self-service features that allow more thorough testing by data submitters and alleviate administrative burden on busy healthcare professionals and law enforcement users
Improve data quality and security by supporting data submitters with a testing environment and through improvements to the PDMP administrative tool
Increase awareness and use of enhanced features through the tutorial environment and refreshed training materials on the WI ePDMP website

To achieve these goals, DSPS intends to utilize the collaborative process and services of NIC Wisconsin (NIC) for the technical requirements of the project. DSPS has worked in partnership with NIC, as part of the state’s larger eGovernment program, to create the ePDMP system in 2015-17 and continues to partner with them on all aspects of the ePDMP system.

To evaluate the success of the project, DSPS will measure the number of users interacting with self-service features and being serviced by new administrative system roles, the number of support ticket hours related to the issues addressed by the self-service features, and the satisfaction of users interacting with these new features. The ultimate goal of the project is to further the efficacy of the WI ePDMP system and expand its usefulness in WI’s prescription drug misuse prevention strategy.