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EMP Designs Intranet to Emulate iPhone Interface using Open Text Technologies

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Unique user interface provides physicians with improved access to applications, an effective navigational structure, and a more personalized end user experience

Unique user interface provides physicians with improved access to applications, an effective navigational structure, and a more personalized end user experience

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  • 1. customer s u c c e s s s t o ry EMP Designs Intranet to Emulate iPhone Interface ® using Open Text Technologies Unique user interface provides physicians with improved access to applications and a more personalized end user experience Industry Established in 1992, Emergency Medicine Physicians (EMP) is one of the leading providers Healthcare of emergency medical services in the United States. EMP began with one hospital partner in 1992; currently there are approximately 1,000 physicians that staff 56 locations in 12 states. Customer Enhancing intranet effectiveness EMP identified the need to redesign their intranet so they could provide their dispersed physicians with improved access to applications and a more personalized end user experience. “Simply put, we wanted to provide one-stop shopping for our physicians where Business Challenges they can go to get their email, their statistical data, information for their business expense n Dispersed workforce need easy access accounts, and their paychecks, and collaborate with other physicians in the field. We have to tools and applications remote sites across the country and it can be challenging for our physicians to communicate n Intranet required a more personalized with the other groups,” explains Jesse Eterovich, Manager of Application Development at end user experience Emergency Medicine Physicians. n Physicians located at remote sites EMP realized that their existing portal solution did not offer the functionality they needed or across the country making it challenge to communicate with each other provide them with the integration capabilities that they required to be able to pull information together from the various sources and advance productivity and efficiency. n Existing portal application did not offer the required capabilities to integrate Providing mobile delivery was also a key requirement for the physicians who are on the various systems and sources road and need to be able to access the applications and content via their mobile device. As a result, EMP placed a strong focus on validating the design for mobile devices when Business Solutions the redesign project first began. n Open Text Collaboration, Vignette Edition n Open Text Portal Open Text technologies help transform site n Open Text Portal Builder During the selection process, EMP considered several vendors before selecting Open Text n Open Text Business Integration Studio Portal (formerly Vignette Portal), and Open Text Collaboration, Vignette Edition (formerly Vignette Collaboration). According to Eterovich, a major decision factor was ease of use. Business Benefits “We have a very small IT department and minimal resources, but we have high demands. n Web-based platform offers out-of- For some of the other solutions that we looked at, we would have had to install a lot of the-box solution for easy deployment; different components and we’d need to dive down to low-level code to accomplish things. simple, one-click access to data The Open Text Web-based platform provided us with an out-of-the-box solution that would n Improved access to information and give us a Web site with functionality that we never had before, in a very short period of time.” collaboration among dispersed teams EMP purchased the Open Text platform in December 2008 and had it installed by January n Unique UI emulating the iPhone® allows for a fully customizable experience; users 2009. “By March of ‘09 we had a functional portal site integrated with Active Directory, so can drag and drop portlets to build their we had security right off the bat, and some features like the statistical data available from own personalized home page day one,” says Eterovich. “We feel certain that we could never have accomplished this with n Intranet optimized for the iPhone and some of the other vendors we looked at. I guarantee it.” the BlackBerry® Storm so users can see the same portlets on their mobile device
  • 2. “We recently did some statistical analysis and found that out of a 1,000-person user base, there are one to two physicians logging in every minute. That’s a huge success for us. We don’t have the stats from two years ago, but we can almost guarantee that we didn’t have more than a dozen users logging in per day, and now it’s one to two every minute. Just by that stat alone, it shows what our users think of the site.” – Jesse Eterovich, Emergency Medicine Physicians. User interface design fully customizable years ago, but we can almost guarantee that we didn’t have more Named mypulse, EMP’s intranet design delivers a unique user than a dozen users logging in per day, and now it’s one to two interface (UI) emulating the iPhone,® and allows for a fully custom- every minute. Just by that stat alone, it shows what our users izable experience, enabling users to drag and drop portlets to think of the site.” build their own personalized home page. Additional features of Portlets offer personalized views mypulse includes integration with social software and applications Open Text Builder streamlines portlet development efforts through such as wikis and blogs, a notification system that allows messages an intuitive, code-free development environment that relies on a to be sent to the intranet or a user’s phone, and an RSS feed standards-based Web service to consume data from virtually any reader from which the administrator and users can select feeds application or repository, delivering the IT department at EMP a for display. mypulse has been optimized for the iPhone and the single platform for application integration and deployment. The BlackBerry® Storm. This means users can see the same portlets physicians have several portlets to choose from for a personalized that they’ve chosen for their laptop, on their mobile device. user experience. “The iPhone has had a lot of success with its ease of use. We felt that same experience could evolve into a Web site and we were Action Items able to accomplish it: simple, one-click access to data,” explains One of the most popular portlets in mypulse is Action Items. Eterovich. “We’re also offering users the ability to display the data “Instead of getting emails from the different departments asking the way they want by using the portlets. Giving the user more them to complete an action, we wanted to create a portlet so the control was also a large factor.” physicians would have one place to go to access all the items,” Open Text Professional Services worked with EMP to develop the explains Eterovich. “For example, they can get action items from unique UI that allows users to drag and drop portlets to customize our document management system letting them know that there’s their homepages. “When they’re on the homepage, they can click a new Coder Communications available; or from our Lotus Domino the customize page and see all the portlets that they currently application letting them know that there’s some continuing edu- have. If they want to add more, they can find a scrollable list of cation that they need to complete; or from our credentialing soft- portlets that they can drag down into the customize page. Once ware letting them know that they need to update one of their they close that page and go back to their homepage, the changes licenses for a certain site. The challenge here was pooling all these take effect,” explains Eterovich. different systems together and then displaying them in Portal. We used Open Text Business Integration Studio, Collaboration, The feedback for the new site has been extremely positive. “Basically, and Portal for this portlet. Business Integration Studio is our the proof is in the pudding,” says Eterovich. “We recently did connector between those external applications; Collaboration is some statistical analysis and found that out of a 1,000-person the container for all the action items and Portal is the presentation. user base, there are one to two physicians logging in every minute. Portal interacts with Collaboration to display and notify the That’s a huge success for us. We don’t have the stats from two physicians that they have an action item to complete.”
  • 3. Notify Me EMP customized the Notify Me portlet to interface with Collaboration. This allows EMP administrators to configure notification messages in Collaboration and trigger these notifications by dropping a file into a particular Collaboration folder. Users subscribe to various Collaboration folders through the Portal. “Once a document is dropped inside a folder in Collaboration, a notification is sent out,” says Eterovich.“For example: paychecks. We’ve created a process EMP’s intranet, optimized for the using Business Integration Studio that not only imports the images mobile experience. into a portal, but also sends a document to Collaboration that contains all the users that have just received a new paycheck. Then we created a business process inside Collaboration that takes that file and compares it to who has subscribed to the Paychecks folder. If there’s a link, we send a notification to that physician, letting them know that they received a new paycheck. The paychecks used to be mailed out to all our physicians. Now they go onto the portal and can view a scanned-in image.” Business Integration Studio facilitates integration of Open Text’s content, collaboration, process, analysis and portal management applications with disparate applications and content repositories to maintain credentials. “We were able to use the Open Text Web inside and outside the enterprise. Connector portlet along with a small amount of customization, to Another popular notification is for the EMP newsletters. “All of store the credentials for this external Web site inside the Credential our newsletters are saved as a PDF, so we’ve created a folder in Vault. When our users go to the Tangier portlet, we not only iFrame Collaboration called Newsletters and we’ve given some business that external Web site, but we pass the credentials for that user users at the corporate office access to the Collaboration folder from the Credential Vault to that Web site, basically giving it a through WebDAV. They go in and upload the PDF to the single sign-on field so they do not have to remember additional Collaboration folder and then anyone that has subscribed to credentials, just their credentials for mypulse. By leveraging the that Collaboration folder through the Notify Me portlet gets the Credential Vault, we’re able to allow them to seamlessly log in to notification,” says Eterovich. external Web sites,” says Eterovich. “We did the same thing with “The driving force behind the Notify Me portlet was to reduce email. We’ve stored the physicians’ email credentials for logging emails. We no longer need to send out emails telling them that into Lotus Notes inside the Credential Vault. And then we iFrame there’s a newsletter available or that they have a new action item our email system and we pass the credentials to Lotus Notes to do. This gives the users a lot more control and it helps us get from the Credential Vault. So when our users log into mypulse, the information out in a friendlier manner.” they don’t have to log into email. They can simply click the email link and a lightbox will show our Lotus Notes email client.” News Physicians who want to subscribe to news updates from their My Stats favorite Web sites can aggregate RSS feeds from many sites. The My Stats portlet was configured to provide physicians with EMP customized the newsfeed portlet for improved usability, as two pieces of information: the Patient Satisfaction Snapshot and Eterovich explains, “The newsfeeds have a really nice UI where the Productivity Snapshot. “We survey a subset of our patients the feeds automatically blend into one another. They can simply and the data that we get back from the surveys is available for scroll through all the different feeds, click on a link and the sites each physician under the Patient Satisfaction Snapshot. Prior to open up in a lightbox, not a pop-up, but an iFrame window on deploying the Open Text solution, all this data was entered in top of mypulse, giving it a more seamless feel. This keeps the user Excel spreadsheets and mailed to the directors and then presented within mypulse and allows them to view content from external at meetings. Now it’s being delivered through the Builder application Web sites.” in a more personal fashion,” says Eterovich. “For the Productivity Snapshot, we basically take what we’re billing for each of their Tangier scheduling software patient visits, compare it to the hours they work, and through EMP uses Tangier Emergency Physician Scheduling software calculations determine productivity levels,” says Eterovich. Many to provide the physicians with access to their latest schedules. of the physicians really appreciate the My Stats portlet because To simplify access, they created a portlet to integrate with the they didn’t previously have access to this data. third party Web site and used different Credential Vault techniques
  • 4. customer s u c c e s s s t o ry iPhone contest,’ so whoever submitted the best ideas won an iPhone,” says Eterovich. “That suggestion box really helped drive a lot of the ideas.” Eterovich recommends that other companies take a similar approach. “Right off the bat, you should be thinking of ways to engage your users. That was very important to us. Also, the flexibility of shifting as the feedback came in, which was critical, instead of heading down a path that was predetermined. The suggestion box gave us a lot of feedback and it also gave everybody insight into the direction of the site.” Benefits are easily identified With their Open Text deployment, not only has EMP recognized financial benefits, the system has also enabled the physicians to work more efficiently and effectively. “We’re no longer mailing paychecks, so this is a financial benefit for us. Additionally, our physicians’ time is being used much more effectively. They no My check longer need to dig for information. Also, now that we’ve moved For paychecks, EMP developed a portlet called My Check. The our Coder Communication process from a paper-based system paychecks are exported into TIFF files from the Great Plains to an electronic system, we’re cutting down the response time software used by the accounting department. “We created a for our Coder Communications in half,” says Eterovich. process that is basically a combination of Business Integration Employee training was minimal. “Even though many of the physicians Studio and Builder. We leverage Business Integration Studio quite aren’t very computer literate, and can struggle with the simplest a bit, not only for its file transmission capabilities, but also for its of Web sites, we were able to introduce these new features without Web service capabilities. A lot of our applications run off of Web any formal training. Given our user base, it was important that we services that we’ve built through Business Integration Studio. made this site as simple and intuitive as possible. This is not to I can’t overstate how important it is.” discredit our physicians. Their primary focus is patient care, not IT.” Eterovich adds, “In order to get our system up when we needed to, we didn’t want to change any of the other applications that Conclusion we were using, because if we did that, we wouldn’t have been “At the end of the day, our success comes down to the framework able to launch the site as quickly as we did. We used Business that we’re running on. I don’t think we would have been able to Integration Studio as the connector between those applications achieve what we did with any other portal framework, at least not and Portal. That really helped speed up the development and with the same man hours and dollars,” says Eterovich. “We’re happy implementation of Portal.” and we continue to look for ways to improve it. We do not want to remain static in terms of the site’s appearance so we are User feedback key to success continually looking for ways to evolve and make it a much more Gathering user feedback was an important first step before EMP appealing experience for our users so that they keep coming built the portal site and added the collection of portlets. “It really back, and hopefully, in turn, we’re making their lives easier.” came down to what our users wanted. To get that information, we created a suggestion box using a Builder app on Portal and that’s where we got a lot of our feedback. We created a ‘win an www.opentext.com sales@opentext.com 800 499 6544 Visit online.opentext.com for more information about Open Text solutions. Open Text is a publicly traded company on both NASDAQ (OTEX) and the TSX (OTC). Copyright © 2010 by Open Text Corporation. Trademarks or registered trademarks of Open Text Corporation. This list is not exhaustive. All other trademarks or registered trademarks are the property of their respective owners. All rights reserved. 10MACU0168EN