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HxRefactored - Eliza Corporation - Lucas Merrow
HxRefactored - Eliza Corporation - Lucas Merrow
HxRefactored - Eliza Corporation - Lucas Merrow
HxRefactored - Eliza Corporation - Lucas Merrow
HxRefactored - Eliza Corporation - Lucas Merrow
HxRefactored - Eliza Corporation - Lucas Merrow
HxRefactored - Eliza Corporation - Lucas Merrow
HxRefactored - Eliza Corporation - Lucas Merrow
HxRefactored - Eliza Corporation - Lucas Merrow
HxRefactored - Eliza Corporation - Lucas Merrow
HxRefactored - Eliza Corporation - Lucas Merrow
HxRefactored - Eliza Corporation - Lucas Merrow
HxRefactored - Eliza Corporation - Lucas Merrow
HxRefactored - Eliza Corporation - Lucas Merrow
HxRefactored - Eliza Corporation - Lucas Merrow
HxRefactored - Eliza Corporation - Lucas Merrow
HxRefactored - Eliza Corporation - Lucas Merrow
HxRefactored - Eliza Corporation - Lucas Merrow
HxRefactored - Eliza Corporation - Lucas Merrow
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HxRefactored - Eliza Corporation - Lucas Merrow

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  • 1. Proprietary and Confidential to Eliza Corporation. Copying or distribution by any method is prohibited without prior authorization from Eliza Corporation HEALTH  DATA  MANAGEMENT  IN  THE  CLOUD      OR     EVERYTHING  I  KNOW  ABOUT  TECHNOLOGY   PROJECTS  I  LEARNED  FROM  WATCHING     STAR  TREK  RE-­‐RUNS  
  • 2. Proprietary and Confidential to Eliza Corporation. Copying or distribution by any method is prohibited without prior authorization from Eliza Corporation 2     Topics     v  Context  –  Background  on  Eliza   v  Eliza’s  Experience  with  AWS   v  Lessons  Learned   v  Q&A    
  • 3. Proprietary and Confidential to Eliza Corporation. Copying or distribution by any method is prohibited without prior authorization from Eliza Corporation 3   Automated,  interacDve  outreach  that  uses  data-­‐driven   approaches  to  engage  people  in  conversaDons  that  drive   healthier  behavior.       Our  clients  measure  it  in  terms  of  healthier,  beKer  informed   members  resulDng  in  improved  clinical  outcomes,  reduced   costs,  increased  revenues,  and  higher  brand  loyalty.        
  • 4. Proprietary and Confidential to Eliza Corporation. Copying or distribution by any method is prohibited without prior authorization from Eliza Corporation Delivering  the  highest  levels  of  performance  and  flexibility    
  • 5. Proprietary and Confidential to Eliza Corporation. Copying or distribution by any method is prohibited without prior authorization from Eliza Corporation 5   Unique  and  predicQve  data  assets   B E N C H M A R K   P E R F O R M A N C E   S E G M E N T   P O P U L A T I O N     P R E D I C T   B E H A V I O R   I D E N T I F Y   A R E A S   F O R   I M P R O V E M E N T    
  • 6. Proprietary and Confidential to Eliza Corporation. Copying or distribution by any method is prohibited without prior authorization from Eliza Corporation 6     Current  CharacterisQcs  and  Trends     v  Current  CharacterisDcs   o  MulD-­‐channel,  rules  driven,  member  centric   o  High  volume,  with  significant  variability/bursts   o  Tight  integraDon  with  customer  systems  and  processes   o  Very  high  expectaDons  for  quality,  responsiveness,  upDme   v  Trends  and  Demands   o  Eliza,  customer,  and  now  third  party  data   o  3600  member  views,  flexible  dashboards,  benchmarking   o  The  what  AND  the  who   o  ConDnued  high  growth  with  higher  expectaDons….  
  • 7. Proprietary and Confidential to Eliza Corporation. Copying or distribution by any method is prohibited without prior authorization from Eliza Corporation 7   Memories….   Contact  Manager   SBC   Phone   Switch   ESR   User  Jobs   Server   Report   Server   Member  MGR   Job  Init  Service   Transcriber   Rules   Engines   ApplicaQon   Coordinator   Names     NAS     Call     Host   Call     Host   Call     Host   Call     Host   User   Jobs   App  Code   Deploy   Server     App  Ext.   EID   ApplicaQons   WAVs   Logs   Invite   Invite   Sessions   Inbound     Invite   Refer  (ext+uid)   Refer   inbound  Invite   With  app  info   (parameters   Voice   Sessions   Cube   Procs   Data   Extract   System   Portal   Cube   AnalyQc   Cube   Billing   Cube   Web  Service   App   Framework   Web   Services   config  config   App   Coordinator   Web   Services   Sessions   User   Jobs   Voice   Sessions  Data   Portal/ReporQng   DES  Tool   Billing  Tool   AnalyQcs   Report   Extracts   Batch   Input   Real   Time   Input   network   MEP  Bulk  Email   Call  Data   TTS   Prompt  Request   Prompt     Engagement   Engine   Data   Warehouse   Staging   User  Data  Files   Sessions  Wave   Prompt  Recording   (Sputnik)   Prompt     NAT   Higgins   DFs   DFs   DFs   SS01   Tumbleweed   AS2   ED   SVC.   ED  repository   ESR   Config   SVC.   RTNS   MQ   Telco  config   TBD   Names   Blacklist   Transfer   DB   PGP   PGP1   User  Data   User  Data   User   Config  
  • 8. Proprietary and Confidential to Eliza Corporation. Copying or distribution by any method is prohibited without prior authorization from Eliza Corporation 8   Eliza’s  Plaaorm  on  AWS  -­‐  Goals   v  Simplify  delivery  of  real  Dme  operaDons  reporDng  and  alerDng   v  Support  flexible  reports  and  analyDc  dashboards   o  Rapid  creaDon  of  new  views,  alternaDve  formats,  adding  and  removing  filters,  measures,  etc.   o  AddiDon/placement  of  widgets  for  threshold  se^ng,  date  selecDon,  case  management,  other  funcDons   o  Flexible,  extensible  data  model   o  Member  centric  profiles   o  Import,  storage,  and  management  of  both  Eliza  and  non-­‐Eliza  data   o  “3600  paDent  view”   v  Improved  security  and  reliability   o  Data  fully  encrypted  in  transit  (SSL)  and  at  rest  (256  bit  AES)  without  sacrificing  performance   o  Fewer  systems,  fewer  hands/eyes  on  data,  wide  area  data  replicaDon  in  real-­‐Dme   v  Improved  quality  of  interacDons  
  • 9. Proprietary and Confidential to Eliza Corporation. Copying or distribution by any method is prohibited without prior authorization from Eliza Corporation 9   Eliza’s  Plaaorm  on  AWS   Availability Zone A Availability Zone n Eliza Services (Metras) Auto Scaling VM’s Auto Scaling VM’s Amazon DynamoDB Amazon Simple Queue Service Amazon Simple Storage Service ELB with SSL Termination Virtual Private Gateway Internet Gateway Internet Eliza  Call  Host   Cloud Web Service Client FTP Server Management Tools Eliza Services (Metras) Eliza PhD Eliza  Corp  Architecture  Diagram  –  Service  Level  View Amazon Route 53 DNS Encrypted Data Stores Cloud  Boundary Private  Subnet Private  Subnet Redshift Cluster Redshift Cluster Key EC2 Instance HTTPS  Connection
  • 10. Proprietary and Confidential to Eliza Corporation. Copying or distribution by any method is prohibited without prior authorization from Eliza Corporation 10   Member  profile:  complete  contact  drilldown  
  • 11. Proprietary and Confidential to Eliza Corporation. Copying or distribution by any method is prohibited without prior authorization from Eliza Corporation 11   Member  profile:  drilldown  into  specific  outreach  details  
  • 12. Proprietary and Confidential to Eliza Corporation. Copying or distribution by any method is prohibited without prior authorization from Eliza Corporation 12   AcQve  Monitoring  soluQon  tracks  projected  gap  closures   v  Offers  insight  into  member   behavior  beyond  tradiDonal  claims   data   v  Member-­‐level     v  A^tudes   v  MoDvaDons   v  Barriers     v  Clearly  idenDfies  non-­‐compliant   members  who  can  -­‐  with  a  liKle   extra  encouragement  -­‐  close  gaps  
  • 13. Proprietary and Confidential to Eliza Corporation. Copying or distribution by any method is prohibited without prior authorization from Eliza Corporation 13   OperaQonal  Metrics:  Outages,  Bugs,  and  Costs,  Oh  My….  
  • 14. Proprietary and Confidential to Eliza Corporation. Copying or distribution by any method is prohibited without prior authorization from Eliza Corporation 14     Lessons  Learned     v  Technology   v  People  and  Process   v  Vendors,  Contracts,  and  Costs   v  Customers   vs.  
  • 15. Proprietary and Confidential to Eliza Corporation. Copying or distribution by any method is prohibited without prior authorization from Eliza Corporation 15     Lessons  Learned     v  Technology   o  The  sojware  is  the  infrastructure   o  Architecture:  design  for  failure   o  The  benefits  of  frequent,  early  mistakes   o  Distributed  data  is  “eventually”  consistent   o  Data  access  paKerns  (really)  maKer   o  Some  cloud  services  are  more  equal  than  others   o  Pay  close  aKenDon  to  the  roadmap  of  the  vendor  you  choose  
  • 16. Proprietary and Confidential to Eliza Corporation. Copying or distribution by any method is prohibited without prior authorization from Eliza Corporation 16     Lessons  Learned     v  People  and  Process   o  Agile  and  DevOps   o  Vendor  training  programs  are  actually  preKy  good   o  Not  all  tech  staff  will  be  willing  or  able  to  make  the  move  (especially  in  IT  and  SQL  areas)   o  Spend  more  Dme  than  you  think  you  need  to  on  architecture     o  Spend  more  Dme  than  you  think  you  need  to  explaining  the  vision,  and  the  roles  and  responsibiliDes  needed   to  get  there  
  • 17. Proprietary and Confidential to Eliza Corporation. Copying or distribution by any method is prohibited without prior authorization from Eliza Corporation 17     Lessons  Learned     v  Vendors,  Contracts,  and  Costs   o  Amazon  does  not  negoDate….   o  But  price  is  not  an  issue,  its  come  down  nineteen  Dmes  since  we  started  the  project….   o  ….but  other  terms  can  be  an  issue   o  You  will  be  required  to  use  dedicated  instances   o  If  you  have  exisDng  vendors,  be  prepared  for  squirrely  behavior   o  Feed  your  inner  bean  counter  
  • 18. Proprietary and Confidential to Eliza Corporation. Copying or distribution by any method is prohibited without prior authorization from Eliza Corporation 18     Lessons  Learned     v  Customers   o  Actually  more  open  to  the  idea  than  we  thought   o  But  they  expect  that  you’ve  done  your  homework   o  Many  will  require  a  deep  dive  review  on  your  architecture,  security/privacy  controls,  audits,  and  DRP   o  Cloud  ops  must  be  integrated  into  your  informaDon  security  management  system,  just  like  in-­‐house   resources   o  Be  prepared  to  address  reports/headlines  about  provider  outages   o  Be  prepared  to  answer  the  price  discounDng  quesDon  
  • 19. Proprietary and Confidential to Eliza Corporation. Copying or distribution by any method is prohibited without prior authorization from Eliza Corporation 19   Epilogue  

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