rolling out a mobile solution
TRANSCRIPT
ROLLING OUT A MOBILE SOLUTION
2
AGENDA
Transition Tactics
Business Strategy
Technical Design
THE VALUE OF PROJECT PLANNING
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• If you ignore the big picture and fail to assemble a plan, your IKEA furniture assembly project will end in tears.
• IT projects are no different.
PLAN AHEAD AND CONSIDER THE BIG PICTURE
The IKEA Project Phenomenon
image taken from elitedaily.com
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“of projects deliver less value than expected”
“spend at least half of their time on rework”
“of projects are doomed from the start”
56% 80% 75%
IT PROJECT LEADER STATISTICSStatistics from the Project Management Institute and Geneca
6
• 87% of physicians use smartphones in clinical workflows
• 96% of physicians use consumer SMS
MOBILE USAGE
• 112 million records breeched in 2015 (8 in 10 within healthcare)
• 33% of hospitals are predicted to be breeched in 2016
BREACHES• 78% of IT leaders see
security of PHI as the highest priority
• 50% of staff concerned about security of text messages
IT CONCERNS
• 53% of hospitals do not yet have secure texting
• 60% plan to implement secure texting within the next year
SECURE TEXTING
SECURE TEXTING STATISTICSStatistics from: National Cyber Institute, Financial Times, IDC Health Insights, CHIME, Manhattan Research, Spyglass, Spok
Live Poll
ROLLING OUT SECURE TEXT MESSAGING
Although we’ve just begun to implement changes, the consulting engagement has already been an excellent use of our time and resources. It has been really worthwhile to uncover some things we didn’t know about.
Greg WalkupDirector of IT
Sentara Healthcare
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ROLLING OUT SECURE TEXT MESSAGINGComponents of a solid secure text messaging rollout plan
Strategy
• Stakeholderidentification
• Goals & objectives
• Workflows & use cases
• Mobile strategy
• Policies
• Service portfolio & catalog management
Design
•Wireless infrastructure
•Data management
•Service continuity management
•Event management
•Integrations
•Administrative Configuration
Transition
• Knowledge management
• Validation & testing
• Pilots
• Marketing & communication
• Change Management
• Release and deployment
• Retrospective
BUSINESS STRATEGY CONSIDERATIONS
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STAKEHOLDER IDENTIFICATION AND NURTURING
HOSPITAL LEADERSHIP CLINICAL LEADERSHIP END USERS
CEO, CFO, COO, CSO, CQO, risk manager
Influential physicians, nursesCMO, CNO, CMIO, CNIO, CXO, nurse managers
Security
Communication
Workflows
Outcomes
Improve Daily Life
Remove Barriers
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GOALS AND OBJECTIVES
Compliance Communication Cost
$
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SUCCESS MEASURES
Progress Measures
• Migrate 30% of pagers to secure texting within the first 3 months.
• Increase volume of secure text messages sent to over 3,000 messages a month.
Process Measures
• Complete all requests and incidents within the SLA 95% of the time.
• Complete all change requests with the SLA and without issues 95% of the time.
Technology Outcome Measures
• Less than 52.56 minutes of downtime(99.99%) for the end to end service during the first year.
• Ability to send at least 1,000 messages in less than or equal to 2 minutes.
Business Outcome Measures
• Reduce door to balloon time to under 85 minutes.
• Reduce average clinician response times by of 3 minutes per message.
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WORKFLOWS AND USE CASES
NursesDoctors Staff Surgeons
DesktopBYOD Shared Surgery
On CallConsult Codes Collab
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MOBILE STRATEGY
CREATE A MOBILITY
COE
1
DEVELOP A BYOD
PROGRAM
3
IMPLEMENT AN EMM
SOLUTION
4
DEPLOY SECURE TEXT MESSAGING
5
DEFINE MOBILE
SERVICES
2
Featured Resource:
Building A Mobile Strategy In Healthcare
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POLICIES AND PROCEDURES
Featured Resource:
Example Bring Your Own Device Policy
POLICIES
•Eligibility
•Expense Allocations
•User Roles and Responsibilities
• Security & Feature Management
• IT Involvement
• Penalties and Sanctions
• User Agreement
PROCEDURES
•Use of Consumer Apps/SMS
•Texting orders
•Message retention
•Availability while on call/duty
•Screenshots
•Native keyboard dictation
•Pictures from camera roll
We will enforce the change by restricting system access. If staff want to access the UHS systems and email via mobile device, then they will have to do so through the secure product – they wont be allowed to play outside our secure environment.
Bill PhillipsChief Operating Officer
University Health System
TECHNICAL DESIGN CONSIDERATIONS
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WIRELESS INFRASTRUCTURE
Wireless is a criticaldependency. Elevate SLAs and conduct site surveys, field testing, and end-user survey.
Is there sufficient coverage?
Wi-Fi: mobile, staff, physician, guest? Mobile provider
networks? Affiliate hospital networks?
What networks will end-users be using?
Optimize the infrastructure
• AP density• Access control• Restrictions
Educate users on limitations
• Portals / Web Auth• Simultaneous V&D• Sleeping devices
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DATA MANAGEMENT
1 2
3
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Identify source systems
Define BusinessRules
Populate Database& Test Data
AutomateFeeds
Maintain Data Integrity
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SERVICE CONTINUITY AND EVENT MANAGEMENT
Configure backup SMS gateways and
make sure to use the phone number as the
device address.
Configure backup messaging channels
How available does the service need to be? Consider server
and app redundancy.
Define continuity requirements
• Ports• Event Logs• Services• Page Queue• Disk Space, RAM, uptime, CPU, File System
corruption
Define and configure monitoring
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INTEGRATIONS
MODES OF INTEGRATION• SMTP• HL7• API• URL
ESCALATION
ON CALL
NURSE CALL
TELEMETRY
VENTILATOR
CLINICAL SYSTEMS INTERFACES
STAFF MEMBERS
PAGERS
REMOTE MONITORING DEVICES
WIRELESS TELEPHONY
SMARTPHONESTABLETS & WEARABLES
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Will you require an access code?
How long will you allow users to store
messages?
What default ringtones would you like to set?
ADMINISTRATIVE CONFIGURATION
How frequently do you want your users to
authenticate?
Do you want to allow multi-media
messaging?
Do you want messages to be presented in
front of lock screen?
TRANSITION TACTIC CONSIDERATIONS
26
KNOWLEDGE MANAGEMENT
Train On
Delivery Methods
App Usage(registration, messaging,
settings)
Wireless Management
OS Settings(push notification settings)
AppStoreBasics
Policies &Usage
App vs. Other Issues
Workflow
?How To Videos QRG FAQ Demos
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PUSH SETTINGS
• Push Notification on
• Avoid ‘Do Not Disturb’
• Avoid low power mode
• Avoid restrict background data
• Avoid some task killers
With [Spok’s] help, IT has taken on the role of training and support. Everything else is pretty fluid; data comes in and goes out and changes are automated.
Katy DesantisTelecom Manager
Maimonides Medical Center
29
VALIDATION AND TESTING
1
23
4
Isolate Test Group• Include at least 10
users from IT • Commit 2-3 hours• Ensure at least 3
can go into fieldCommunicate Expectations• Communicate goals• Ensure agreement to
complete test plan
Establish Feedback Channels• Surveys• Feedback ID• Feedback Loop
Conduct Testing• Test registration,
messaging and settings• Test in field• Log results and feedback
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COMMUNICATION AND MARKETING
• Create User Profiles• Proactively address concerns• Market to all types of stakeholders• Position the service as a clinical initiative• Make the service mandatory
• Create a “one stop shop” website• Communicate via a multi-modal approach:
• email, newsletters, intranet web callouts, VDT screen savers, posters, business cards, etc.
TacticsStrategy
Featured Resource:
Selling Secure Text Messaging to Stakeholders and End-Users
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ROLLOUT METHODOLOGIES
HANDS ON
•Team at central location
•Auditorium with registration desk
•Team in the field
•Team members go to offices
•Genius bar at service desk
REMOTE
• ITSM request process
•Deploy via EMM/MDM
•Web callouts to direct traffic
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REGISTRATION WORKFLOW
Add Data Add Credentials Communicate Register on Server MDM Deploy App
BEFORE ROLLOUT EVENT
Install App (no MDM)
Access Reg Email Train User Test App Provide Knowledge
DURING ROLLOUT EVENT
1 2 3 4 5
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SECURE TEXTING AND ENTERPRISE MOBILITY MANAGEMENT
1
2
3
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Identify target audience
Configure DeviceSettings
Deploy App
Report onDeployment
Report on device status & compliance
6
7
Manage OS and app upgrades
Remove / uninstallapp
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END-USER ADOPTION
• Solid wireless coverage• Accurate and complete
directory
User Experience
• Solid wireless coverage• Visibility: Open feedback
and support channels
User Trust
• Sensitivity to preferences for pagers
• Proactively address ’Big Brother’
User Perception
Featured Resource:
10 Steps to Increase Adoption of Secure Text Messaging
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SOLVE PROBLEMS FOR SPECIFIC USER PROFILES
PAGER ADVOCATE
Allow user to receive messages on both
pager and Spok Mobile
”I prefer pagers.”
CONSUMER
Focus on similarities and benefits of Spok
Mobile (directory, etc.)
”I prefer iMessage.”
PRIVACY ADVOCATE
Market the benefits of secure texting for BYOD
”I hate Big Brother.”
FEATURE REQUESTOR
Ensure infrastructure is ready, defaults align with preferences and
open feedback channel
”This doesn’t work.”
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KEY TAKEAWAYS
PROJECT PLANNING IS CRITICAL TO ENSURING VALUE IS DELIVERED
TRANSITION THE TECHNOLOGY INTO
PRODUCTION
3
IMPLEMENT TECHNOLOGY TO SUPPORT THE
STRATEGY
2
CREATE A STRATEGY AROUND THE SERVICE
1
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WEBINARS GUIDES
RESOURCES
Webinar: Secure Text Messaging for Swift Workflows
Webinar: Fully Supporting Today’s Mobile Hospital
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2016 MOBILITY WEBINAR SERIES
TIPS FOR SECURE TEXT MESSAGING
ROLLOUT SUCCESS
TODAY
FULLY SUPPORTING
TODAY’S MOBILE HOSPITAL
ONLINE NOW
BUILDING A BUSINESS CASE
FOR SECURE TEXT MESSAGING
ONLINE NOW
BEST PRACTICES: DEPLOYMENT & MANAGEMENT
SUMMER 2016
LET’S GET IN TOUCH!
Learn more:
CASE STUDIES VIDEOS
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