Appendix 4. Developing an Interactive Response Tool: The HELP Model
Contents
1.0 Introduction
1.1 Planning Phase
1.2 Analysis Phase
1.3 Design Phase
1.4 Implementation Phase
1.5 Evaluation Phase
2.0 Interactive Response
Tool Planning Document
2.1 System Business
Value
2.2 Goals
2.3 Roles and
Responsibilities
2.4 Objectives
2.5 Feasibility
Analysis
2.6 Resources
and Timeline
3.0 Interactive Response Tool Business and Functional Requirements (Analysis) Document
3.1 Business Requirements
3.2 Functional Requirements
4.0 Interactive Response Tool Design Document
4.1 Quarantine/Isolation Monitoring Application
4.2 Drug Identification Application
4.3 Point of Dispensing Application
4.4 Frequently Asked Question (FAQ) Library Application
5.0 Interactive Response Tool Implementation Document
5.1 Testing
5.2 Training
5.3 Migration
5.4 Success Measures
6.0 Interactive Response Tool Evaluation Document
6.1 San Luis Valley Region Exercise
6.2 North Central Region Exercise
6.3 Evaluation Summary
6.4 Future Research
Appendixes
Appendix 4-A. Case/Contact Investigation Form
Appendix 4-B. QI Monitoring Call Log
Appendix 4-C. DI Evaluation Form
Appendix 4-D. POD Evaluation Form
Appendix 4-E. FAQ Library Evaluation Form
1.0 Introduction
We used
a project methodology-driven approach (Figure 1) in developing this Interactive
Response (IR) Tool. By adhering to best practices standards, this project methodology
can save time, money, and resources by adhering to step-by-step processes from
planning through evaluation to maximize benefit and minimize risk. Each phase
of the project should result in documentation to adequately capture the knowledge
exchange and most appropriate decisions.
The following reviews the five phases and the strategies we employed in each
to develop an IR solution for providing the most beneficial and efficient support
for health call center services during public health emergencies. These IR
solution requirements were largely formed from our call center experiences
in responding to public health events and the types of services we anticipate
being needed for responding to specific scenarios. This same project methodology
can be utilized to replicate this IR solution and its applications within another
call center environment, to adapt them to other scenarios, or to use similar
applications with other technology or much reduced technology (such as developing
call handling algorithms for use by call handling personnel). The importance
of this tool and the IR solution described is to provide a framework for other
health call centers to develop the needed capabilities for responding to events
in their own communities.
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1.1 Planning Phase
The planning phase (Figure 1-1) identifies why a technology solution such as IR should
be implemented and determines how the project team will implement it. During
this phase, the system's business value to the organization is identified
(e.g., improve care, lower costs, increase profits). The problem or goal is
defined as well as how the technology can serve as a solution for the problem.
The goal(s) for the solution should align with the organization's goals.
A selection or steering committee is then established to represent the organization's
decisionmakers and key stakeholders. This group ultimately makes the selection
decision and provides oversight for integration of the new technology into
the organization. A project team is established and is responsible for understanding
the technology, knowing of any associated restrictions on it, understanding
the impact of any decisions on other technology within the organization, making
decisions for the overall good of the application of the technology, and becoming
the key resource for the application once implemented.
The project team manages
all aspects of the project through the planning, analysis, design, implementation,
and evaluation phases. A feasibility study guides the selection of the system
by determining the opportunities and limitations of the proposed technology,
whether its applications will address the identified problems and if the organization
should proceed. The feasibility study also identifies the objectives of the
system, costs, benefits, value of the system, and the scope of the project.
The expected deliverable from the planning phase is the Planning Document (Section
2).
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1.2 Analysis Phase
The analysis phase (Figure 1-2) answers the questions of who will use the technology/system,
what capabilities it will have, and where and when it will be used. The project
team assesses the current systems, identifies improvement opportunities, and
determines the functions that the new technology/system is to perform. The
focus of this phase is on the users of the technology/system and their needs.
The project team determines functional specifications through conducting interviews
and/or gathering data from planners, operations staff and end-users. The expected
deliverable from the analysis phase is the Business and Functional Requirements
(Analysis) Document (Section 3).
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1.3 Design Phase
The design phase (Figure 1-3) determines how the technology/system will operate in terms
of hardware, software, and within any network infrastructure; user interfaces,
forms and reports; and the applications, programs, databases, and files needed.
During this phase it is determined whether the technology/system will accomplish
the work through either selecting an existing product or designing a new product.
The expected deliverable from the design phase is the Design Document (Section 4).
The Design Document contains four applications (inbound and outbound) that address specific
capabilities that we determined would be needed during certain scenarios. These
applications should increase efficiency and reduce personnel support for providing
services to communities experiencing health emergencies:
- Quarantine/Isolation (QI) Monitoring Application (outbound application).
- Drug Identification (DI) Application (inbound application).
- Point of Dispensing (POD) Application (inbound application).
- Frequently Asked Question (FAQ) Library Application (inbound application).
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1.4 Implementation Phase
The implementation phase (Figure 1-4) includes building or purchasing the technology/system,
testing and piloting it, training staff, migration into an active environment,
and then going live. During this phase, the technology solution undergoes comprehensive
testing by first the project team and then other users. This allows for both
coarse and fine-tuning to validate that the design meets the requirements and
objectives. The overall implementation plan is developed and followed, appropriate
users are included in the process, realistic time frames are established, and
communication is highlighted. Depending on the environment of your call center,
you may want to consider utilizing change management strategies and training
to create a positive environment for learning and change among the staff impacted
by the implementation. In addition, criteria for measuring success will be
developed. The expected deliverable from the implementation phase is the Implementation
Document (Section 5).
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1.5 Evaluation Phase
The evaluation phase (Figure 1-5) describes and assesses the overall performance of the
technology/system once it has been piloted and used. An evaluation methodology
is developed and the results are disseminated, reviewed, and discussed so that
the feedback can be utilized for technology/system improvements. The expected
deliverable from the evaluation phase is the Evaluation Document (Section 6).
The Evaluation Document contains our experiences with testing the QI Monitoring
Application in two instances:
- A rural community exercise with an early version of the application, and
- An urban area exercise with a more developed version of the application.
Both exercises contributed to improvements of the application so that it
is ready for actual usage in an emergency.
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