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Established in 1984, parent company Primary Provider Management Company, INC. (PPMC) provides healthcare management services to medical and commercial managed care members throughout the Inland Empire and San Diego County. Their expertise is in managed care and includes contracting physician networks, claims processing, utilization and quality management, credentialing, provider and member services and financial report management. Core services also include reporting on compliance and forecasting market trends. Estimated sales in 2004 were between $500,000 to $1 million dollars. Subsidiary, California Drug Testing Associates (CDTA), is a consortium developed by PPMC for the California Trucking Association to facilitate and streamline drug testing, conduct drug prevention and education programs, and track compliance with the Department of Transportation regulations. They offer a wide range of compliance products and services aimed at helping their clients maintain a drug-free workplace. Situation CDTA needed to streamline their internal processes and improve customer relationship management. They used a third party proprietary application to manage day-to-day processing of information. Their current backup process consisted of importing data nightly into a flat SQL database using third party software. All logs, proposals and other documents had to be generated manually using Microsoft Excel spreadsheets and Microsoft Word. They also needed a system to log and track customer service calls generated by their 24-hour 7-day a week toll-free consultation hotline. Key Goals
SCG worked with CDTA to create a customized intranet application that allows employees to create proposals, price quotes, and other documents online. The application uses a Microsoft Word API running on a web server with embedded tags used to search and replace text programmatically. When the end user selects a document template from a list, SQL Server 2000 downloads the file to the client machine. The user can then edit, print, or fax the document. Modifications are saved on the server. Security is implemented using Active Directory group permissions. For the Microsoft Excel functionality, SCG developed a web interface using a Dot Net data grid to simulate a spreadsheet. The interface allows the user to sort all data fields in ascending or descending order, and includes sophisticated search capabilities that allow searching by date range, customer name, first letter, and other criteria. The solution integrates with CDTA's current third party software. Results CDTA customer service representatives can now create and store proposals, price quotes, employee handbooks, welcome packets and other template-based documentation into a shared environment. They can also assign collection sites to companies programmatically and maintain version control on their policies and procedures updates. The customer service department can now log and track service calls enabling representatives to view and resolve customer issues based on a thorough understanding of the call history. The solution allows CDTA to systematically document and track customer compliance with the complex regulations established by the Department of Transportation. SCG met the hourly estimate for development with an additional 40 hours added for bug fixes, finishing this project on schedule and on budget. |
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