Administrative Systems ARPA SLFRF Quarterly Report (June 2022)

Summary

A quarterly report dated 6/30/2022 on the Administrative Systems initiative of the Virginia Department of Health (VDH), funded through the American Rescue Plan Act (ARPA) State and Local Fiscal Recovery Fund (SLFRF). It states that VDH is transforming and updating the Department's core administrative systems and processes. It reports that VDH procured a service request solution (ServiceNow), began implementation, and began efforts toward a Grants Management System, and it lists activities planned for July through September 2022. The budget section gives a total appropriation of $50,000,000 and an FY22 appropriation of $10,000,000.

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                    ADMINISTRATIVE SYSTEMS
American Rescue Plan Act (ARPA) State and Local Fiscal Recovery Fund (SLFRF)




                                6/30/2022
Administrative Systems
ARPA SLFRF Quarterly Report
June 2022
Page 2 of 6


Table of Contents
Report Mandate                                                3
Context for ARPA Initiatives                                  3
Executive Summary                                             3
Objective(s)                                                  4
Overview of Quarterly Progress (April – June 2022)            4
Anticipated Next Quarter Activities (July – September 2022)   5
Risks and Risk Management                                     6
Change Management Considerations                              6
Project Budget                                                6
Administrative Systems
ARPA SLFRF Quarterly Report
June 2022
Page 3 of 6


Report Mandate
Chapter 1 Enactment Clause 1, paragraph B.2.P.7., of the amended 2021 Acts of Assembly states, “The
department shall communicate a detailed plan and implementation schedule to the Governor, the Chairs
of the House Appropriations and Senate Finance and Appropriations Committees, and the Director of the
Department of Planning and Budget by September 30, 2021. Additionally, the department shall report
quarterly to the Governor, the Chairs of the House Appropriations and Senate Finance and Appropriations
Committees, and the Director of the Department of Planning and Budget on progress made, with the first
progress report to be delivered not later than December 31, 2021.”

Context for ARPA Initiatives
The Virginia Department of Health (VDH) is excited about the opportunity presented by the appropriation
of ARPA State Fiscal Funds in the August 2021 Special Session II of the General Assembly to improve public
health in Virginia. VDH views this investment as a once in a generation opportunity and will work diligently
to maximize use of funds to create and sustain these initiatives. Modifications to VDH’s plans will be
reflected in future quarterly reports.

Executive Summary
VDH is transforming and updating the Department’s core administrative systems and processes to
increase efficiencies and modernize the Department. The COVID-19 pandemic resulted in significant
pressure on VDH’s outdated administrative processes and systems. These outdated processes and
systems rely on manual workarounds and have created challenges in VDH’s ability to effectively react and
respond to the pandemic.

VDH will improve operational efficiencies and effectiveness over the next three years through updates in
business systems, IT Service Management (ITSM), IT Asset management (ITAM), Financial and Accounting
systems, and the introduction of Robotic Process Automation (RPA), as appropriate. These modernized
systems will enable new capabilities and increase productivity while decreasing manual processes, thus
mitigating errors and increasing VDH’s readiness to respond to future public health emergencies.

Over the last three months, VDH has procured a service request solution (ServiceNow), begun
implementation, and completed analysis on the current state of IT Service Management and IT Asset
Management to inform the ServiceNow configuration. In a continued effort to automate where possible,
VDH has continued working on RPA projects both to remove unneeded electronic files across the
department, and to assess existing manual processes to identify additional candidates for automation.
Additionally, VDH has continued to refine the overall initiative roadmap to ensure that the initiative is
addressing the department’s most pressing needs in order to maximize the agency-wide impact of the
funding.

These activities are planned to continue into the next quarter, with an expected focus of configuring and
rolling out the ServiceNow system across the department, identifying and prioritizing additional
opportunities for RPA, completing a current state analysis for grants management, beginning the
procurement process for a grants management system, and initiating a current state assessment for HR
Information System. The Administrative Systems Initiative is on track to successfully meet the objectives
within the three-year ARPA SLFRF funding window.
Administrative Systems
ARPA SLFRF Quarterly Report
June 2022
Page 4 of 6


Objective(s)
VDH aims to assess, upgrade, and/or develop Service Management, Grants Management, Financial
Management, and other agency systems to:
   ●   Increase VDH efficiencies with back-office systems to improve experience for customers
   ●   Reduce duplication of effort and streamline business workflows by integrating existing system
   ●   Implement new tools and workflows to automate manual administrative processes
   ●   Use the best available tools to meet the department’s needs



Overview of Quarterly Progress (April – June 2022)
Since the submission of the March 31, 2022 quarterly status report, VDH has accomplished the below
activities associated with the Administrative Systems Initiative. The activities completed have been
important components in refining the overall initiative roadmap, implementing a service request system
to transform the agency’s IT Service Management and IT Asset Management, continuing efforts to
increase automation through ongoing RPA projects, and beginning efforts towards procuring and
implementing a Grants Management System.

Key Activities and Accomplishments:

   •   Overall Initiative Roadmap
          o Continuously reviewed initiative roadmap and refined list of priority projects based on
               evolving agency needs, ongoing administrative system work, and resource constraints

           o   Developed detailed spend plan for each project through SFY24 to track progress and
               ensure proper dollar allocation and budget adherence for each project

   •   Service Request System (ServiceNow)
           o Completed current state analyses of IT Asset Management and IT Service Management
               to understand current processes, stakeholders, pain points, and opportunity areas

           o   Procured ServiceNow system, established an implementation team, and began system
               design and configuration for IT Asset Management and IT Service Management

   •   Robotic Process Automation (RPA)
          o Developed ROT Bot to clean file drives of Redundant, Obsolete, and Trivial files within the
               Office of Information Management (OIM)

           o   Completed Pipeline Feasibility Analysis, identifying potential opportunities for
               automation at VDH using RPA

   •   Grants Management
          o Established agile team to begin conducting a gap analysis and gathering requirements for
              a Grants Management System at VDH
Administrative Systems
ARPA SLFRF Quarterly Report
June 2022
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   •   Other Initiatives
          o Began market research for additional technology initiatives prioritized in roadmap

Anticipated Next Quarter Activities (July – September 2022)
The following outlines the activities and tasks planned from July through September 2022:

   •   Overall Initiative Roadmap
          o Continuously review initiative roadmap and refined list of priority projects based evolving
               agency needs, ongoing administrative system work, and resource constraints

   •   Service Request System (ServiceNow)
           o Finalize design and configuration of IT Service management and IT Asset Management

           o   Go live with new system agency-wide

   •   Robotic Process Automation (RPA)
          o Deploy ROT Bot across other agency offices to clean file drives and free up storage space

           o   Utilize results from the Pipeline Feasibility Analysis to identify and prioritize next projects
               for RPA

   •   Grants Management
          o Complete current state analysis and requirements gathering

           o   Begin procurement process for Grants Management System

   •   Other Initiatives
          o Finalize market research for additional technology initiatives prioritized in roadmap,
               receive demonstrations of potential solutions, and begin conducting gap analyses and
               gathering requirements
           Administrative Systems
           ARPA SLFRF Quarterly Report
           June 2022
           Page 6 of 6


           Risks and Risk Management
               ●   Risk 1: If VDH OIM staff invest significant time into ServiceNow implementation, service response
                   times will likely increase.

                        o    Mitigation Strategy: Provide additional support to OIM staff and communicate impact to
                             the broader agency as part of change management efforts.

           Change Management Considerations
           VDH understands that successful transformation initiatives rely on more than just the right technology,
           processes, and resources. They also depend on effective change management, engagement, and training
           strategies to equip impacted stakeholders with the information and guidance that they need to support
           the changes being implemented.

           In developing and executing a robust Organizational Change Management (OCM) Strategy and Plan, VDH
           will prepare stakeholders to adopt new administrative systems by helping them understand the changes
           taking place, the impact of these changes, and the resources and information available to prepare. This in
           turn will accelerate the adoption of new processes while enhancing the capabilities of offices across VDH,
           minimizing disruptions to daily operations, and reducing the risk of project delays. The agency has begun
           to develop the necessary resources – including an initial analysis of initiative stakeholders – that will serve
           as the foundation for the OCM plan. VDH is also currently developing a “Case for Change” that will equip
           VDH Leaders with a clear and compelling narrative to effectively communicate with and engage
           stakeholders on the importance of the change. Additional activities may include a change readiness
           assessment, Change Champion network, communication/engagement strategy, and training plan to guide
           VDH in its efforts to prepare stakeholders for adoption of the new systems.

           Project Budget
           The following appropriation is broken down by the project categories defined in the work plans submitted
           on 9/30/2021.

           Total Appropriation: $50,000,000
           FY22 Appropriation: $10,000,000

           Budget, Obligations, Actuals, and Remaining Spend as of June 15,2022
Project                 FY22                   FY22 YTD             FY22 YTD              Current Period         FY22 Remaining
Category                Budget                 Obligations          Expenditures*         Expenditures*          Spend
Business Systems         $         6,775,000   $       228,000       $          183,000    $            58,500   $           6,592,000
Web F&A Modernization    $         1,675,000   $       564,000       $          322,000    $           123,000   $           1,353,000
Product Suite            $           435,000   $       185,000       $          139,000    $            14,500   $             296,000
Other Initiatives        $           370,000   $       280,000       $          174,000    $            49,000   $             196,000
IT Service Management    $           745,000   $     1,339,500       $          140,000    $            15,000   $             605,000

Total                    $        10,000,000   $     2,596,500       $          958,000    $           260,000   $           9,042,000

           * Expenditures represent transactions that have posted in Cardinal F&A as of 6/15/2022


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