Case Study: National Medical Service
Provider
Addressing the need to support an extensive health care network
with printed literature and print on demand documents.
The Opportunity
The country's leading provider of medical condition management
and servicing, with over 11,000 employees, gives medical
professionals and consumers the tools they need to make more
accurate, timely, and informed health care choices. The challenge
was to create an application that would create customized letters
targeted directly to participants from many different medical
providers. Additionally, we needed an application that was secure
enough to handle HIPAA laws and regulations. A customized solution
with secure desktops/email, ftp site, and a secure fulfillment
environment turned out to be a perfect fit.
Designing a Solution
In response to this challenge, the client asked The Dot Printer
Fulfillment to help identify a complete solution that would achieve
the following:
1. Receive data from multiple sources and business units and
translate to the correct transaction (i.e. branded welcome kit,
notification, letter of offer)
2. Reduce cycle time and cost to produce letter responses and kits
to the participants
3. Create a system simple enough to allow large numbers of
employees at customer locations to access the system and make
requests with little or no training
4. Give the customer greater control over managing a massive
inventory with multiple client versions and revisions
To design and implement an effective solution, The Dot assembled
a cross-functional team of operations experts and skilled web and
IS technicians. In addition to the goals set out for the solution
the application had to also address 3 additional areas of
concern:
1. Ease of use for the customer's employees to transmit private
participant information data on a daily basis
2. Eliminate errors and minimize waste
3. Be able to be audited by outside entities on an annual and ad
hoc basis
Program Details
The Application that was developed allowed the customer to order
and create the educational materials necessary for a wide variety
of participants and providers. The Dot Team built a translation
application that accomplished all the goals set by the
customer:
1. Standardize data from multiple streams and formats (XML, ASCII
files, web forms)
2. Identify key points of information in the data stream;
insurance provider (customer's client), condition (i.e. diabetes,
chronic heart failure, and arthritis) and current event (new
member, new condition, unable to reach)
3. Translate the records into one of over 8,500 tasks that further
distill down to one of over 3,000 possible outputs
The Bottom Line
The Dot Fulfillment's solution provided some very clear
deliverables:
1. Create an automated application that allowed the customer to
spend less time and resources managing tasks and inventory and more
time building value for their customers
2. Significantly reduced cycle time and cost and allowed customer
to focus on projects that are of value to their clients
3. Allowed the customer to pass audits requested by their clients
to verify integrity of data security and process