1. Webinar November 21, 2013 2:30-3:30 Eastern Standard Time
Approaches for Reporting Vendor Performance in Vocational Rehabilitation: A Benchmarking Study by Florida VR
Webinar
November 21, 2013
2:30-3:30 Eastern Standard Time

2. Many thanks to all who helped!
Rehabilitation Technical Assistance Center on VR Program Management
Florida Division of Vocational Rehabilitation Team
Florida Association of Rehabilitation Facilities
Participant VR State Organizations

3. Webinar Timeline and Objectives
Subject / Objective
2:30 – 2:35
Welcome, housekeeping, acknowledgements, and objectives
2:35 – 3:10
Discuss Project Background and Methods
Present Key Findings
Review Prototype Report
Discuss Next Steps
3:10 - 3:25
Open Discussion and Q&A
3:25 – 3:30
Wrap Up and Close

4. Our project mission is to design and implement a process that effectively and fairly assesses and reports vendor performance, and improves VR outcomes.

5. Methodology Conducted planning meeting
Development of assessment process and project charter
Conducted focus group with vendors
Identification of vendor requirements and concerns
Identified benchmark partners
Narrowed scope from all organizations to only VR organizations
Developed benchmarking package
Conducted structured interviews with partners

6. Benchmarking Package
Code of Conduct
Diagram of process

7. Description of Process
Benchmarking Package
Vendor Brochure
Description of Process

8. Benchmarking Package – Structured Interview Questions
Contact information and instructions
Questions aligned to process design

9. Benchmarking Package: Structured Interview Questions

10. Results Many specific answers & examples provided during interviews
50+ templates, report examples & resources shared by benchmarking partners
Interview responses yielded 10 key findings that address decision points in the process
Findings will be included in recommendations provided to design and implementation teams

11. What makes a good vendor performance system?
What we found…
How we will address…
1) Vendors have opportunity to be involved in developing the system and measures
Stakeholder involvement since planning phase
Rehab provider focus group
Rehab provider benchmark call
2) Rating system is standardized, and vendors are rated equally
Across-the-board rating system
Include vendor and customer demographics for context
3) Vendors have reasonable opportunity to view and appeal report before it is published
Stakeholder involvement in developing guidelines
Gain consensus on appeal process
4) Stakeholders understand the value of the system and its data
Stakeholder training on interpretation of data and how to use it – keeping it simple
5) Data is accurate; analysis is sound and ethical
Validity check performed on performance data prior to “official” posting of reports

12. What makes a good vendor performance system?
What we found…
How we will address…
6) Measures cover the entire VR service cycle
Get feedback from stakeholders before finalizing reported measures
Make adjustments to the reports as conditions and processes change
7) Stakeholders can view performance data for multiple vendors
Ensure that all vendor reports are public and accessible
Educate stakeholders on the value of a transparent system
8) Report contains a balance of performance measures, vendor and customer profile
Include demographics for context
Include time, cost, and outcome measures
9) Reports are used for informed choice and continuous improvement
Ensure that guidelines explain the purpose and intent of vendor performance system
10) Poor performing vendors are managed using a uniform process
Gain consensus from VR and vendors on process for managing poor performers

13. Benchmarking Partners
What is VR measuring?
Benchmarking Partners
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FL VR
General Demographic Info
Vendor demographics (name, contact, ID#, etc.)
Customer demographics (age, gender, disability)
Customer Satisfaction
Satisfaction rating (service, vendor, job)
Cost Measures
Vendor expenditures (specific service, county, office, VRC)
Average cost per case
Average hours billed per customer
Average cost per closure (successful, unsuccessful)
Cycle Time Measures
Total length of time in services
Length of time between process steps
Job Measures
Job type
Jobs with benefits
Average wages (Initial, at closure, per vendor)
Average hours worked
Vendor Performance Measures
Number of referrals (total, service type, disability)
Number of customers served (total, service, disability)
Number of authorizations per vendor
Number of IPEs written
Services provided per vendor
Number of initial placement benchmarks met
Number of interim placement benchmarks met
Number of successful closures (total, service, disability)
Rehabilitation rate (total, service, disability)
Number of unsuccessful closures
Service hours provided to customer

14. Reports to be located in the Vendor Section
Location of Reports
Rehabworks.org
Reports to be located in the Vendor Section

22. Next Steps
Complete stakeholder review of process, guidelines and prototype report card
Finalize tools and conduct implementation sessions
Post reports online
Continuous feedback and improvement

23. Open Discussion Questions or feedback for us?
Thank you for attending! If you have questions or comments after the webinar, please contact:
Steve Collins-
Libby Moody-