Support Contractor Grievance and Appeal Business Capability Matrix “To-Be” Business Capability Descriptions Level 2 Contractors could still submit requests for grievances or appeals via paper, but the use of the secure web portal is strongly encouraged. An internal automated process would support the generation of documentation, provides status and alerts. Timeliness of Process Level 2 changes improve process timeliness, document management, and supports business activity monitoring of performance measures, which in turn may provide data needed for process improvements Data Access and Accuracy Level 2 Agencies begin to centralize or standardize the administration of this process to achieve efficient data access and accuracy, thereby increasing coordination and improving consistency by which rules are applied and appeals disposed. Effort to Perform; Efficiency Level 2 These changes improve process timeliness, document management, and supports business activity Cost Effective Level N/A Accuracy of Process Results Level 2 Agencies to centralize or standardize the administration of this process to achieve efficient data access and accuracy, thereby increasing coordination and improving consistency by which rules are applied and appeals disposed. Utility of Value to Stakeholders Level 2 Communications are more consistent. Contractors have limited access to program to discern whether their grievances or appeals have merit. Initial review and information gathering must be conducted by phone or in person. Inquire Contractor Information The business process is responsible for receiving requests for information Inquire Contractor Information relative to a specific contractor. Responses would be automated as much as possible. For example, a request to know the address of a contractor would be automated, since the answer to the question would always reside in the same location on the contractor record. Inquire Contractor Information Process Model “To-Be” Item Details Description The Inquire Contractor Information business process receives requests for contract verification from authorized providers, programs, business associates or general public; performs the inquiry; and prepares the response data via web, phone, mail process. Trigger Event Alert that a request for Information has been received via web, phone or mail request Result Response Provided Business Process Steps Receive alert a request for information has been entered via web, go to step 3 OR 1. Receive request via mail, phone or in person Enter request into DMS Alert to Legal for decision
Support Contractor Grievance and Appeal “To-Be” Business Capability Matrix Business Capability Descriptions Level 2 Contractors could still submit requests for grievances or appeals via paper, but the use of the secure web portal is strongly encouraged. An internal automated process would support the generation of documentation, provides status and alerts. Timeliness of Process Level 2 changes improve process timeliness, document management, and supports business activity monitoring of performance measures, which in turn may provide data needed for process improvements Data Access and Accuracy Level 2 Agencies begin to centralize or standardize the administration of this process to achieve efficient data access and accuracy, thereby increasing coordination and improving consistency by which rules are applied and appeals disposed. Effort to Perform; Efficiency Level 2 These changes improve process timeliness, document management, and supports business activity Cost Effective Level N/A Accuracy of Process Results Level 2 Agencies to centralize or standardize the administration of this process to achieve efficient data access and accuracy, thereby increasing coordination and improving consistency by which rules are applied and appeals disposed. Utility of Value to Stakeholders Level 2 Communications are more consistent. Contractors have limited access to program to discern whether their grievances or appeals have merit. Initial review and information gathering must be conducted by phone or in person. Inquire Contractor Information The Inquire Contractor Information business process is responsible for receiving requests for information relative to a specific contractor. Responses would be automated as much as possible. For example, a request to know the address of a contractor would be automated, since the answer to the question would always reside in the same location on the contractor record. Inquire Contractor Information “To-Be” Process Model Item Details Description The Inquire Contractor Information business process receives requests for contract verification from authorized providers, programs, business associates or general public; performs the inquiry; and prepares the response data via web, phone, mail process. Trigger Event Alert that a request for Information has been received via web, phone or mail request Result Response Provided Business Process Steps Receive alert a request for information has been entered via web, go to step 3 OR 1. Receive request via mail, phone or in person Enter request into DMS Alert to Legal for decision