A 12 Step Program for Recovering from MEGAddiction

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A 12 Step Program for Recovering from
MEG-Addiction

• Judy Nagy
• Assistant State Registrar
• Ohio Department of Health
• Office of Vital Statistics

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Back in 2003.

• We were faced with an unscheduled upgrade and
  had to communicate the specifics to all our
  customers

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THE BOX is Born

• Color coded by document type
• Examples of the new birth certificate and
  worksheets
• Explanation of upgrade changes
• Detailed instruction manual
• Frequently asked questions

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The Result

• Our organized, highly detailed informational
  package created panic and confusion

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Typical Question 1

• Ive opened the welcome box and removed the
  packing, now what do I do?

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Typical Translation

• The welcome box has landed on my desk and I
  threw away the manual containing detailed
  instructions on installing, operating, trouble
  shooting the software.

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Typical Question 2

• My IT departments says the upgrade
  installation can not be done.

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Typical Translation

• I do not currently know a child between the
  ages of 3 through 12 that can install the
  software for me.

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Typical Question 3

• My software upgrade has been installed, but I
  cant seem to find my data.

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Typical Translation

• Your child was successful installing the
  upgrade on your computer, but obviously, does not
  know how to hack into your hospitals mainframe.

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Typical Question 4

• I cant get a hold of anyone to help me
  through the upgrade transition.

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Typical Translation

• Meg is probably away from her desk in the
  bathroom.

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Meet Meg
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Symptoms of MEG-Addiction

• The only phone number you know at the Health
  Department is Megs desk phone
• Information exists, but only if Meg tells you
• A post it note that says OKd by Meg is given
  more credence than the Ohio Revised Code
• If Megs in the office, transfer the call to her
  because she always knows

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What?!

• OUR OWN STAFF WAS ADDICTED!

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Going Cold Turkey

• We changed Megs phone number (twice)
• We unlisted her phone number
• We devised a new centralized call tree for
  customers to better access our IT help desk and
  customer service
• Made our field representative the first point of
  contact for all registration inquiries

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And Still the Addiction Continued.
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Here We Go Again!

• A new integrated birth registration software
  needs to be deployed Jan. 06
• The software application has a huge need for user
  management
• Application users will increase 4x
• We have new users for our software perinatal
  clinics, lab, and local registrars

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The Rollout

• How can we contact all of our users?
• What information does each user need to know?
• Where will we send the information?
• When should the information be made available?

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The Box Part 2

• A new integrated web site
• Content specific
• Dynamic
• Organized system for documentation, forms and
  communication

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We Did It Right

• All staff helped with content and readability
• Any updates or important information can be
  easily and instantly transmitted
• Everyone using the system is our customer,
  regardless if they are using a VS application
• Users send us feedback on content they would like
  to see

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Why It Has Been So Successful

• Our staff knew what contact to make available
  based on inquiries
• ALL users of the system have access to the
  information
• The information is updated and corrected as
  needed
• The information is organized
• AND.

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Megs Phone Calls Have Decreased 80!