Ismt s-599 Capstone Seminar in Enterprise Systems Summer 2015 Team 3

Pilot Phase

• 
  50 Cardiac care patients
  
• 
  2 Ambulatory care providers
  
• 
  8 Mobile Nurses
  
• 
  5 Contact Center Agents
  

1. 
   Enroll home healthcare providers.
   
2. 
   Train internal users.
   
3. 
   Provide certification of competency of external providers.
   
4. 
   Enroll cardiac patients only.
   
5. 
   Assist to activate patient medical devices.
   
6. 
   Verify patient is using third party data aggregator for providing data.
   
7. 
   Ensure domain experts (data scientists, doctors and medical informatics) are analyzing and viewing patient's near real-time health data.
   

Go-Live

1. 
   Get system ready: Extensive testing to make sure that system will at least support basic features.
   
2. 
   Set marketing ready: Marketing and promotional activities should be ready at the same time the AHC service is ready.
   
3. 
   Start visibility of the process: Setup all dashboards and monitoring tools to ensure the entire visibility of the platform and services, engineering and operation, expert inputs and continuous improvement. Revenue generation visibilities will be also very key along with continuous user feedback monitoring.
   

Project Risks

Risks	Impact	Probability	Detail
Depending on third party provider	High	Low	This project depends on third party data aggregators. The system will be useless if those data providers refuse to provide data.
Partnership with other small provider	Medium	Medium	Risk can be associated with the partnership of GlocoHCP with Nursing, and Ambulatory Care provider. In case those people refuse to join the initiatives, it will be difficult to manage the operation.
Marketing and User subscription	High	High	If marketing fails to bring customers, this project will not return back its investment.
DevOps skills shortage	High	Medium	Required to build internal resources for DevOps.
Significant Operations overheads	Medium	High	Properly plan microservices so that it will not be too granular.
Duplication of effort	Medium	High	Each microservice needs data and rules, which can be duplicated among many services if it is not maintained.
Distributed system complexity	Medium	High	Maintain guidelines and principles with effective tool chains.
Testability challenges	High	High	Idiomatic microservices involves placing less emphasis on testing and more on monitoring so we can spot anomalies in production and quickly rollback or take appropriate action.
Asynchronicity is difficult	Medium	High	Manage asynchronous operation using event notification rather than process notification.

4.3Operational readiness

Release Management

Component	Usage
Sprint Planning, Bug Tracking	Jira24 will generate development and support tasks. Engineering bugs and features will be tracked here.
Release Management and Deployment	Chef25 will run every 20 minutes to check for updates, and will update server instances with current code and configurations as needed.

Change Management

GlocoHCP’s existing change management process for IT will be used including its current investment in ServiceNow (See Glossary). TIP will participate in GlocoHCP’s Change Advisory Board (CAB) meeting to submit and approve changes for the new microservices and AHC changes.

Operational teams will be assigned a CTASK (change task) in ServiceNow once the change is approved. The CTASK will specify the exact steps to make the change, the back out plan (or Fail Forward²⁶ plan), and the change window.

The operators will use ChatOps to discuss the status of the changes or any issues in real-time during the release.

Performance Requirements

4.3.1.1Customer Satisfaction (Anywhere Healthcare)

Patient satisfaction surveys will be used to ascertain the performance and overall value the patients are receiving from the new service. Patients will also be given the opportunity to give immediate feedback the service provided by AHC system. The GlocoHCP customer satisfaction and quality assurance group will also conduct a semi-annual survey, and analyze the results to determine the patient satisfaction of the AHC program. This survey will focus on the following:

• 
  Ease of use of Anywhere Healthcare
  
• 
  Satisfaction of the level of service provided by agents and nurses
  
• 
  Patient’s current health versus their health at the start of monitoring
  
• 
  Patient’s overall relationship with their doctors and hospital
  

4.3.1.2Response Time

TIP will provide GlocoHCP with a quarterly review of the uptime of the services for the first year of service. The information will be based on the TIP-installed monitoring system and will exclude any GlocoHCP mandated outages. If TIP needs to be engaged during this first year of production, the following thresholds will be used:

Priority	Descriptions	Response Time
1	Critical – Entire Service Outage	2 hours
2	High – Individual Component Outage	6 hours
3	Medium – Localized system issue	Next Business Day
4	Low – Reporting errors	Two Business Days

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