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Industry Report: Efficient Healthcare Delivery Through Technology – Top 5 Challenges for ISVs
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Industry Report: Efficient Healthcare Delivery Through Technology – Top 5 Challenges for ISVs


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Industry analysis show that Independent Software Vendors (ISVs) specializing in healthcare are facing increasingly more complex demands from patients, healthcare providers, government agencies and so …

Industry analysis show that Independent Software Vendors (ISVs) specializing in healthcare are facing increasingly more complex demands from patients, healthcare providers, government agencies and so on. More specifically, they are having a hard time keeping up with the demands of products powered by new technologies. This whitepaper examines the top 5 challenges blocking the way for ISVs to deliver more efficient and effective healthcare solutions. This is a Symphony Teleca produced industry report, to download a free copy, visit

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  • 1. EFFICIENT HEALTHCARE DELIVERY THROUGH TECHNOLOGY – TOP 5 CHALLENGES FOR ISVS The Healthcare industry is lending itself to a technology revolution to cope with the multifarious demands of consumers, healthcare providers, payors, federal bodies and institutes. Added to these multifarious demand, is the advent of federal regulations like “ARRA, HITECH Act, P4P, HIE, ACO” etc. that has created tremendous opportunities for technology revolution within the healthcare industry. Faced with such unprecedented industry trends, healthcare ISVs are on an accelerated path to fulfill the technology needs of such a dynamic and fast-changing industry. Industry analysis and insights have however revealed that healthcare ISVs are facing various challenges in keeping up with the acceleration & quality development required to fulfill these industry needs. Challenge #1: Complex Workflows & Usability With the ever changing healthcare regulations, standards & new market needs the healthcare workflow is becoming more and more complex. Besides the complex work- flows the business process of every customer (provider, payer & patient) is unique and demands customized modules (not “One Size fits all” Software), adding to the complexity. Also large fraction of the healthcare application user-base is non-tech savvy or even aging, the applications need to be more intuitive in navigation and task functions should be self-explanatory, irrelevant tasks hidden, clear display of text and graphics. These challenges call for the need of product ideation strategy that will help the health- care ISV’s design a user friendly and simple workflow based application. Symphony 1SYMPHONY TELECA CORPORATION © 2012
  • 2. EF F IC IE N T H E ALT HCA R E DE L I V E RY T HR O UGH T E CHN O L O G Y – TO P 5 C H A L L EN G ES FO R I S VSTeleca’s product ideation capabilities comprising of User research, Business modeling, Pro-totyping, Design Strategy, Interaction Design & Visual Design , Validation & UAT will helphealthcare ISV”s resolve the issues surrounding usability and complex workflow needs. Thesecapabilities are further augmented by healthcare domain knowledge, expertise in regulatoryand conformance workflows and tools like product intelligence framework for acceleratedknowledge transfer.Challenge #2: Inadequate test automationHealthcare software testing pose much more challenges for its complexity in design, developmentand testing, impact on patient data, diagnosis results, testing of numerous safety and regulatorystandards, testing volumes of patient data, backward compatibility than compared to otherdomain products.Most of these challenges need an automated test suite to accelerate the process of QA andreduce time to market with efficient quality. Symphony Teleca’s Test Automation offeringsreinforced with 1250 person years of test automation experience & Test Automation IP’s andaccelerators has traditionally resulted in reducing automation cost by 30% and Test cycle timeby 40% .Challenge #3: Balancing - Regulatory vs. Client/Market featuresThe Advent of various federal regulations that needs to be delivered within the given timeframe has forced the healthcare ISV to focus on the development of regulatory features andalso balance that with the development of market/customer facing features. This balancingact cannot be at the cost of other and hence the need of the hour is to look for avenues thatwould help healthcare ISV to reduce the time and effort required to develop these featuresparallely.Symphony Teleca’s point solutions around commercial product engineering & engineeringoutcome certainty are focused towards reducing time to market, reducing the R&D cost andcontribute significantly towards revenue generation. 2SYMPHONY TELECA CORPORATION © 2012
  • 3. EF F IC IE N T H E ALT HCA R E DE L I V E RY T HR O UGH T E CHN O L O G Y – TO P 5 C H A L L EN G ES FO R I S VSChallenge #4: Slow adoption of new technologiesHealthcare industry has been comparatively slow in adopting newer technologies likemhealth, Cloud, SaaS, migration to new platforms due to various reasons like PHI data security,Interoperability between devices, lack of adequate infrastructure, cultural challenges amongstconsumer/patients etc. Adoption of these new technologies will result in significant ROI tothe healthcare industry and would thus create a revenue stream for the healthcare ISV’s.Symphony Teleca’s mhealth, Cloud/SaaS & platform modernization offering coupled withvarious IP’s & accelerators has demonstrated significant benefits to its clients. Cloud & SaaSofferings has typically resulted in 30-40% cost savings, 20% reduced release cycles and reduction ininfrastructure cost. The mhealth platform helps customer reuse 80% of their code for mobiledevelopment across platforms.Challenge #5: Implementation & Support issuesHealthcare ISV does have to deal with significant investments around customer support andimplementation. Typical issues encountered are poor response time, lack of qualitativeresponse, nickel and dime for every small request. Symphony Teleca’s strong practice aroundmaintenance and support that is augmented with tools and processes like Product Intelligenceframework, Symphony Standards adoption program has shown significant ROI & improvedcSAT. Symphony has typically changed the Maintenance & support model from beingproactive to predictive.*Insights are based from various industry reports, customer testimonials & STC engagementexperience.According to IDC health insights, the healthcare ISV industry will thus continue to seekpartnerships with IT product engineering companies like Symphony Teleca to resolve thesechallenges. Symphony Teleca thus proposes a technology collaboration model for the health-care ISV companies to create a win-win situation and enhanced ROI. 3SYMPHONY TELECA CORPORATION © 2012
  • 4. EF F IC IE N T H E ALT HCA R E DE L I V E RY T HR O UGH T E CHN O L O G Y – TO P 5 C H A L L EN G ES FO R I S VSFew of our Collaboration success stories - Client wanted to develop high end online video solutions to be used by surgeons, doctors, nurses and hospital’s IT admin staff - The UX team started by firstly defining the core functionality and mission statement for the application Product Ideation & - The solution provided was split into a high-level phases and allowed users to Usability navigate through the application with ease insuring all critical tasks would be completed - Successfully provided a working simulation of the product so as to enable feedback from the doctors on the usability front - Client is a world leader and innovator of tissue-based diagnostic solutions - To build a newer platform that provides richer functionality and scalability - To build FDA approved algorithms - Successful product engineering that included requirements specification, Product Engineering software design & development, Functional testing and test automation, project management - Process streamlined from ground zero, adopted agile way of development - Automated tool implementation for unit testing, code coverage - Client a leading provider of advanced imaging and analysis software had product quality issues, long test cycle times, lack of automation - Outcome based engagement - Outcome based by % automation, test cycle time reduction, test coverage, Product Quality automation retention Management - Implemented Symphony Test automation framework - Test cycle reduction by 120% - 75% test automation achieved - Cumulative saying of $ 1.73 Mn in 3years - Client wanted to build an mobile app that would allow the physicians to deliver care in real-time and remotely - Mobile app developed that would integrate with EMR via HL7 interface engine Mobile health - High Re-usability in excess of 80% across iOS and Android implementations - Single Code-base ensured easy maintainability across devices - Reduced development time 4
  • 5. EF F IC IE N T H E ALT HCA R E DE L I V E RY T HR O UGH T E CHN O L O G Y – TO P 5 C H A L L EN G ES FO R I S VSABOUT SYMPHONY TELECA CORPORATIONSymphony Teleca Corporation, headquartered in Palo Alto, Calif., is the world’s first servicescompany dedicated exclusively to helping clients manage the global convergence of software,the cloud and connected devices. The company delivers innovative products combined withcontemporary product development, systems integration, analytics and managed services tohundreds of organizations around the world. Symphony Teleca’s 6,100 employees supportcustomers from 35 offices globally, including delivery centers in Asia, Australia, Europe andthe© 2012 Symphony Teleca Corporation. All rights reserved. 5