Elements of the study included:

• Focused on the use of forms and what impacts the information has, or could have, on their effectiveness and productivity.

• All MOMobile sites visited and interviewed by the consultants.

• Structured interviews with free form (confidential) expressions of personal views without attribution in the report.

• Review and documentation of all activities, forms and record keeping.

• Review and analysis of existing data system – its strengths and deficiencies.

• Record-based system rather than transaction-based system limited user interaction.

• "Heads down" central data entry further isolated advocates from interaction with their case.

• Limitations on data elements-advocates could not accurately document all of their contacts, referrals and education activities on the case.

• Difficulty of differentiating separate cases (pregnancies) on the same client.

• Need to define insurance characteristics such as plan, HMO ID, dates of coverage, and plan features (billable services) in the data system.

• Need to streamline intra-agency communication (e-mail).

• Need to provide MOMobile sites and central site with office automation capability on a standardized platform.

• Need to provide a powerful query and report capability to handle multiple and complex report requirements.