Compliance Modernization with Cloud and Low-code/No-code Technologies
About the Client
A Canadian Crown Agency (the Agency) oversees health care planning and delivery across the province, building a person-centered health care system and easing transitions between points of care for over fourteen million residents.
Situation
The Agency manages two key programs:
- The Virtual Visits Verification helps health service providers make informed decisions about procuring virtual care solutions. This program enables solution providers to have their virtual care solutions verified, validated against a set of mandatory requirements, and listed on the Verified Solutions List for procurement by health service providers.
- The Digital Health Information Exchange facilitates the consistent sharing of meaningful health information across health systems, benefiting patients and health care providers. The Agency actively collaborates with vendors and health information custodians to monitor and ensure that the information exchanged complies with defined standards.
Key Challenges and Requirements
Managing the two distinct programs separately led to operational inefficiencies and complexity:
- Manual task assignment processes were time-consuming and error-prone, hindering workflow efficiency.
- Maintaining compliance with program-specific certification and remediation workflows across both programs was challenging.
- Program oversight was difficult, impacting end-user engagement.
With a focus on innovation and efficiency, the Agency sought to improve these programs’ management. The Agency aimed to:
- Support both programs within a unified system.
- Automate task assignments to enhance operational efficiency.
- Implement program-specific certification and remediation workflows.
- Enable seamless end-user engagement through a user-friendly CRM system.
- Ensure the system’s scalability to support additional programs in the future.
The Solution
The Agency leveraged Microsoft Dynamics, Power Platform, and other Microsoft technologies to design an end-to-end solution for administering the two programs. The solution includes:
- Configuration over Code: MS Dynamics and Power Portal systems were configured to meet the Agency’s specific requirements for VVV and DHIEX.
- Automation: The CRM solution supports automated task assignment, ensuring prompt and accurate allocation of tasks to relevant personnel.
- Program-Specific Workflows: Customized certification and remediation workflows were implemented for each program, enabling efficient management of program requirements.
- User Engagement: User-friendly mock-up wireframes were developed for both end-users and administration staff, facilitating self-enrollment and streamlined interactions.
- Advanced Reporting: Program-specific dashboards and advanced search capabilities were integrated to provide 360-degree visibility across businesses and facilitate data filtering.
The solution has enabled the Agency to process applications from solution providers and health care service providers, request remediations, and make more informed decisions. It integrates with SharePoint Online to store documents and with Outlook to track all email communications with service providers and other government departments.
Benefits
The solution provides the Agency with a digital platform that replaces the email-based legacy application process, reduces dependencies, enhances efficiency and accuracy, and facilitates compliance. It has generated significant benefits for the Agency, including:
99% automatic case closure rate, reducing manual intervention
99% increase in user registrations, reflecting improved engagement and accessibility
360-degree view across businesses, enabling better decision-making
Reduction in operational redundancies and improved overall efficiency
Comprehensive reports for clear program oversight and accountability