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OPERATIONS OPERATIONS Goals & Objectives, FY2027 | 27

C. Review new federal vendor regulations, revise or develop new policies and procedures for statewide implementation, and update policies, as needed.

D. Collaborate with Systems to make the necessary updates to the Vendor Management System for the FDP (Food Delivery Portal),

E. Identify authorized vendors annually or within six months after authorization, to determine whether the vendors are above-50-percent vendors, utilizing appropriate vendors supplied documentation of gross food sales and redemption data from SNAP and WIC sales and exclude them from the program.

F. Collaborate and coordinate with other program units to monitor and evaluate at least 50% of local programs to assess vendor compliance with MA Program service standards. Provide consultation and technical assistance responsive to identified needs.

XII. To enhance, assist and evaluate local program operations and participant services regarding retail stores to improve the participant retail experience.

A. Continue to utilize the Vendor Training Module to assist local programs in vendor management operations.

B. Participate in The Learning Center (TLC) training sessions to review and update training modules to ensure the uniform application of policies and procedures and provide standards for quality assurance.

C. Collaborate with the retail vendor community, local program staff, and participants to enhance customer service satisfaction for WIC participants.

D. Continue to participate in the Center for Nutrition and Health Impact Online Ordering Grant in collaboration with Washington State WIC (lead state), FIS/CDP and Walmart. The goal of this project is to work toward establishing recommendations for the implementation of processes that allow WIC participants to use online ordering with online transactions or in-person transactions to receive their groceries. Live online transactions for this project began in January 2025. This project is currently in the evaluation process, and the grant is expected to end in August 2026. Online ordering implementation will be on-going.

XIII. Collaborate with Systems and other units to continue to follow-up on WIC Card retail transactions that present challenges/issues to ensure appropriate resolutions for participant redeeming benefits.

A. Continue to enhance guidance and support to local program staff regarding retail store training procedures.

B. Coordinate activities of the Operations Workgroup to develop creative and innovative solutions to improve participant/vendor experiences, improve vendor training conducted by local programs promoting customer service, and improve gaps in training participants on how to purchase their WIC benefits.