rolling out a mobile solution

ROLLING OUT A MOBILE SOLUTION

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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

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• 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

45

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

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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

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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

45

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

We’d love to hear from you!

spok.comgetinfo@spok.com