Digital Communications (Health Comms) copy

Description

Summary of the work The ability to send SMS messages in bulk: Portal based requests ,A data feed from multiple sources ability to print letters in bulk ability to provision phone contacts functionality that allows administrator print letter to virtual server printing and posting Rationalise letter templates Provide training and support Expected Contract Length 3 months – Product must be delivered by 1st April 2022 Latest start date Monday 17 January 2022 Why the Work is Being Done Powys Teaching Health Board is embarking on an ambitious plan to introduce new methods of digital communication using a unified communication and collaboration setup. Additionally, the Health Board is undergoing a printer management project to rationalise and replace current hardware to meet the requirements of the Health Board and achieve savings both fiscally and environmentally. Problem to Be Solved The Health Board lags behind others when it comes to Digital communication methods, with only a localised use of SMS functionality restricted to Health Messaging. Therefore, there is no functionality present to encourage appointment uptake by reminding patients of appointments. Patients are unable to receive correspondence digitally and can only respond by letter or phone call. Currently, the Health Board prints and posts all its communication with patients. This results in an inefficient use of staff time, high printing and postage costs and restricted method of communication. Printing as an infrastructure resource consumes time from the ICT support team and creates reliability issues. The Health Board has a limited call centre functionality owing to an aged telephony network that will soon be replaced. Many patient queries could be avoided by channel shifting or adopting earlier communication opportunities such as the receipt of referrals. The result is a conflict between time spent on phones and time spent printing and posting. Who Are the Users Patients should be able to: Receive SMS communications relating to appointments, health messaging and outcome measurement View correspondence online Receive phone calls manage appointment bookings,either with a real person or recorded voice. Cancel bookings online or via SMS Interact with Virtual Agents Receive correspondence by post within 3 days of the letter being printed complete surveys and questionnaires via SMS/online Receive communication in English and Welsh any format Administrators should be able to: Directly print to virtual printers for printing and posting by a third party to arrive within 1-3 days of printing Send letters via SMS viewed online using a portal that does not require patient registration Receive replies SMS messages to enable appointments to be cancelled or rescheduled Send ad hoc SMS messages to patients when cancelling or modifying a clinic or provision a phone contact if an SMS number is not present Rely on a fallback mechanism for patients without a mobile phone number present or where digital information is not accessed within 24 hours View detailed reports of communication activity within unified portal Use REST API to send SMS messages O365 Power Platform applications Work Already Done There is already the provision for bulk SMS message sending and for programmed health communications via SMS messaging. However, these are two separate systems and have different use cases currently. Existing Team IT Current Phase Not applicable Skills & Experience • Experience of providing solutions in a Healthcare environment • Be ISO 27001 accredited and have at least Cyber Essentials • Support the rationalisation of existing letter templates to reduce duplication of work • Process data via a N3 connection Nice to Haves Have Cyber Essentials plus Work Location Work will take place virtually where possible. Where on site meetings are required, these will usually be located at Bronllys Hospital. Working Arrangments Meetings will take place over Microsoft Teams and physical meetings will be kept to a minimum. No. of Suppliers to Evaluate 3 Proposal Criteria • Two-way SMS functionality & o Two-way automated phone call functionality using real voice • o Printing and postage of letters where digital communication is not possible or unsuccessful • o Virtual printer with third-party postage • o Ability to provision communication by processing data extracts and applying logic-based business rules via N3 connection • o Online portal for presenting correspondence digitally that does not require patient registration • Ability to create and modify virtual agents • o Ability to communicate in English and Welsh depending on preference • o Single portal for all outcome and response reporting as well as SMS sending functionality • o Expands systematic communication methods to include • o Allows for the printing and posting of correspondence via third-party provider through a virtual printer and data driven process • o Single sign on portal for outcome reporting and functionality • o Reduction in time administrators are printing and posting letters • Increase in digital communication functionality • Reduces printing and posting costs/facility required • Does not create digital inequality • o Ability to increase scope of services without needing to procure more support time i.e. solution is manageable by PTHB with minimal input from supplier • To be delivered by 1st April 2022 • • how they’ve identified risks and dependencies and offered approaches to manage them • team structure • Value for money Cultural Fit Criteria • • work as a team with our organisation and other suppliers • • be transparent and collaborative when making decisions • • have a no-blame culture and encourage people to learn from their mistakes • take responsibility for their work • • share knowledge and experience with other team members • challenge the status quo • be comfortable standing up for their discipline • can work with clients with low technical expertise Payment Approach Fixed price Assessment Method Presentation Evaluation Weighting Technical competence 60% Cultural fit 10% Price 30% Questions from Suppliers 1. What is the budget for this project?Is there currently an incumbent? The Health Board would prefer not to give budget. There are two service providers providing SMS functionality for differing requirements, though in both cases the current arrangements do not amount to the total provision being sought. The aim is to unify these requirements with a single provider.