Cornerstone User Information

Quality Assurance Program

In an effort to reinforce best practices in regard to the Cornerstone system, IPHCA implemented a Quality Assurance (QA) program in early 2000. The purpose of the program was to assure that the Cornerstone system functions as effectively and efficiently as possible, and that the best possible support services are being provided to Cornerstone users. IPHCA's QA process focused on implementing new methods for achieving greater customer satisfaction, and subsequently using tools to measure the results of these methods to determine if they achieved their intended purpose.

The goal of the Quality Assurance program was to have contact with all of the Cornerstone Agencies either via site visit or feedback survey. At least one location of all Cornerstone agencies were contacted over the course of three years, except the Early Intervention sites (Child and Family Connections agencies). Only two EI sites were contacted, and this was because the EI services were being provided at a site that also offered other Cornerstone programs.

IPHCA used the information gathered during Quality Assurance site visits to determine if the Cornerstone product and support services were measuring up to users’ expectations, and to identify and implement new methods for achieving greater customer satisfaction. The feedback provided by agencies was outlined in a quarterly report, which was distributed to DHS and to the managers of all Cornerstone Support units. As a result, the Quality Assurance program not only measured the level and quality of service, but provided managers with a tool for identifying challenges and implementing changes.

One of the key components of the QA program was identifying enhancements that Cornerstone users would like to see made to the software. This process served as a mechanism for receiving feedback from the end users based on their hands-on observations.

The evaluations and suggestions were reviewed on a quarterly basis. Many of the recommended changes were found to be training issues or “bugs” in the system, while others were reviewed for possible enhancements to the software. Training issues were referred to the site’s IDHS CSS Consultant for follow-up, and to the Community Health Training Center for possible curriculum enhancements. Bugs in the system were forwarded to the development team for rectification. Depending upon the nature of the bug, fixes were implemented either immediately or with the next scheduled version release.

The newly developed Cornerstone Enhancement Advisory Panel (CEAP) began reviewing the Quality Assurance Quarterly Reports during the first quarter of FY2003. CEAP meets to discuss system issues and requests for changes to the Cornerstone system. The panel is comprised of a mix of software programmers, DHS CSSC staff and Administrators, Cornerstone support personnel, and representatives of each of the programs within Cornerstone. Channeling requested suggestions through this group allowed each change to be viewed from all perspectives and programs, and provided a means for prioritizing those approved requests.

Having made contact with all of the Cornerstone agencies, IPHCA has completed Phase I of the Cornerstone Quality Assurance program. While QA efforts remain an important initiative, Phase II of the Cornerstone QA program is being restructured. Since budgetary concerns prohibit visiting a large number of agencies again, IPHCA plans to utilize technology so that the same – if not a higher – level of QA program can be executed. Tentative plans for future QA efforts include:

• Utilizing the Cornerstone Call Center staff to perform outbound calling programs to conduct phone surveys to get feedback re: customer satisfaction and verify agency profile information.
• Offering users a new Cornerstone Enhancement Request Form by which they can submit requests for enhancements to the Cornerstone system. This form will be available in hard copy format to be faxed to IPHCA, or users can complete and submit the form on IPHCA’s Cornerstone Web site. The information from the forms will be gathered and submitted to the CEAP group for review/discussion/resolution.
• Enhancing IPHCA’s current Customer Service program by developing “Customer Care Plans” to address the needs of Cornerstone agencies based on profile information and involvement with the Cornerstone Support Units
• Continuing to assist with the coordination and facilitation of the existing Cornerstone Users Groups to enhance communication with the users and to address any issues pertaining to the Cornerstone system.
• Continuing to enhance and maintain the Cornerstone Users Group Web Page as a vehicle for communicating with the Users.

The Cornerstone Quality Assurance program has proven to be a valuable tool in ensuring that the Cornerstone system functions as effectively and efficiently as possible, and that the best possible support services are being provided to Cornerstone users. As a result of the QA program, numerous changes have been implemented to improve the Cornerstone software, hardware and support services. In addition, the process has opened the doors of communication between the various partners involved, including the end users. Based on the success of this program, IPHCA looks forward to continuing its quality assurance efforts in the future.