Management Report and KPIs. Report to the General Assembly and Management Board on Q Produced April 2015

Transcription

1 Management Report and KPIs Report to the General Assembly and Management Board on Q Produced April 2015

2 Contents KPIs Content Education HR CRM & Collaborations Delivery Applications & Architecture MLDS Affiliate Report Work Item Status Update Updates by Line of Business (each with Q1 Achievements, Q2 Key Objectives, Q3-Q4 Key Objectives, Key Risks) Content Education CRM Collaborations Delivery Applications & Architecture

3 KEY PERFORMANCE INDICATORS

4 Content KPIs (slide 1 of 2) (target: 70% completed) Q Q Actuals completed 66.30% 62.04%

5 Content KPIs (slide 2 of 2) Red projects Q Q Authoring 30% 0% Mapping 0% 0%

6 Education KPIs (slide 1 of 2) Presentations available at end of reporting period Public accessible presentations Course-specific presentations Assessments available at end of reporting period Public accessible assessments Course-specific assessments E-Learning development and delivery during reporting period Presentations developed Assessments developed Interactive webinars delivered as part of E-Learning courses Usage of public E-learning materials during reporting period Public accessible presentation views Public accessible assessments taken Average mark for assessment taken %

7 Education KPIs (slide 2 of 2) Course enrollment and completion during reporting period Students starting Foundation Course Students currently taking Foundation Course Students successfully completing Foundation Course Drop out/did not successfully complete Foundation Course Students starting Implementation Course Students currently taking Implementation Course Students successfully completing Implementation Course Drop out or did not successfully complete Implementation Course Course demand in this reporting period New Foundation Course applicants New Implementation Course applicants Unmet course demand at end of reporting period Students applying for Foundation Course with confirmed place allocated in next 6 months Foundation Course without a confirmed place in next six months Implementation Course with confirmed place allocated in next 6 months Implementation Course without a confirmed place in next 6 months

8 Human Resources KPIs *End Q figures still include employee if employee did not leave until start of following period.

9 Customer Relations & Collaborations KPIs (slide 1 of 2) 2014 Q1 Q2 Q3 Q Q1 # Members # Large Vendor Agreements # New Collab Agreements Appropriate Representation at External Events % Survey Results Showing Strong Product/Service Levels Member satisfaction is at least 80% for CRM (annual measurement) Member satisfaction of IHTSDO is at least 75% (annual measurement) 100% 100% 100% 100% 100% 71% (Member survey)* n/a n/a 98% (Showca se survey)** 90.5% (Member survey) 81% n/a n/a n/a 95.2% 73% n/a n/a n/a 90.5%

10 Customer Relations & Collaborations KPIs (slide 2 of 2) 2014 Q1 Q2 Q3 Q Q1 Customers receive a response to enquiry with confirmation of assignment in 48 hrs 25% of enquiries are resolved in first contact by assigned agent Avg time to resolution of enquiries is 5 working days/ one week Completing customer engagement plan 75% targets met Collaboration operational plan 2015/16 75% targets met n/a 5h12m avg first respons e 3h56m avg first response 5h4m avg first response 5h26m avg first response n/a 85% 67% 65% 68% n/a 1.4 days 1.27 days 1.5 days 2.75 days n/a n/a n/a n/a On track n/a n/a n/a n/a Plan being updated

11 Delivery KPIs SNOMED CT delivered to Members on time (all editions) R=SLA missed by more than 2 working days A=SLA missed by 1 day G=SLA met SNOMED CT delivered without known defect (all editions) R=Critical defects exist A=Non-critical defects exist G=Zero known defects Product release schedule documented and is aligned with content roadmap R=Less than 60% of content projects are aligned with roadmap A=60% to 80% of content projects are aligned with roadmap G=80% of content projects are aligned with roadmap Product lifecycle is documented and products are actively managed R=Less than 60% of content projects are documented and actively managed A=60% to 80% of content projects are documented and actively managed G=80% of content projects are documented and actively managed (Actively managed means product development, maintenance and deprecation processes are in use where applicable) Green Amber Green (100% of known projects have been scheduled) Green (100% of known products are managed)

12 Technical - Applications & Architecture KPIs Customer Service (internal & external) Tickets On time resolution (%) First contact resolution (%) Average first response (mins) Average response (mins) Average resolution (mins) Q ,098 Q ,556 Target

13 Technical - Applications & Architecture KPIs Infrastructure Uptime (%) Service Q Q IHTSDO Collabnet 99.99% 99.99% IHTSDO Daily Build Browser 100% 100% IHTSDO Freshdesk 100% IHTSDO JIRA 99.98% 99.9% IHTSDO Mapping Service 96.14% 94.6% IHTSDO MLDS 99.99% IHTSDO SALSA 99.93% IHTSDO SNOMED CT Browser 100% 99.97% IHTSDO Web Site 99.98% 100% SIRS 98.77% 99.98% Average 99.35% 99.38% Target Uptime (%) 99.9 The downtime on the Mapping tool was mostly planned downtime for upgrades, and necessary patch fixes. This took place generally outside of normal working hours.

14 Technical - Applications & Architecture KPIs Online Service User Sessions Q Q Difference IHTSDO Web Site 13,876 27, % IHTSDO SNOMED CT Browser 14,273 18, % MLDS 1,884 IHTSDO Confluence 174 1, % IHTSDO Mapping Tool 1,479 1,601 +8% IHTSDO Freshdesk Support Portal 602 1, % SNOMED In Action 1,296 1, %

15 Technical - Applications & Architecture KPIs Project Success Target Live Actual Live Workday Notes Date Date variance IHTSDO Mapping Tool 25 Jul Aug IHTSDO SNOMED CT Browser 01 Oct Sep IHTSDO Web Site 27 Oct Oct Member Licensing & Distribution Service (MLDS) 01 Dec Jan Delayed to align with new affiliate license IHTSDO Refset Mgmt Tool - IHTSDO 19 Dec Dec 9 Beta 2014 IHTSDO Refset Mgmt Tool - Members Beta 19 Dec Apr Multiple delivery points, rolled over into 2015 for directory functionality and versioning Member Licensing & Distribution Service (MLDS) ready for Members 20 Feb Feb Average Variance 19 Target 15

16 MLDS Affiliate Report 2015 Q1

17 Work Plan Work Item Status Update 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% For Q1 2015: Q Q Q1 Green Amber Red 1) I&E LOB - Document maintenance and updates is reporting as Amber due to some updates not being completed in time for the January release. Resources have been focused on E-learning as a priority. All document updates will be up to date by Q3/Q4. 2) Content LOB - Medical Devices work item which relates to the incorporation of medical devices/gmdn content into the International Release is behind schedule. The timeline was to incorporate the content so that some of it would be available in time for the July release. However, the schedule has been changed so that all the content will be incorporated in the January 2016 release. 3) Tooling LOB - Refset tool is reporting as Amber as it may not meet all the specified requirements of Members. Translation tool is reporting Amber because the development start date has been delayed. Both these tools are included in the same work item and therefore counted as 1 Amber as opposed to two. Red = behind schedule and will not complete in 2015 Amber = behind schedule but will complete in 2015 Green: = on track to complete by 31 st Dec 2015

18 UPDATES BY LINE OF BUSINESS

19 Content 2015 Q1 Achievements Functioning and abilities creation of Expert Reference Group CMT authoring completed for some domains

20 Content 2015 Q2 Key Objectives Completion of authoring for July 2015 International Release Dentistry content addition following clinical review Nursing addition of nursing procedures content and publication of SNOMED CT/ICNP linkage table Publication of updated GP/FP subsets and ICPC-2 map (candidate baseline and baseline releases) Consultant Terminologist Program new intake for 2015 Delivery of agreed refset/subset strategy Functioning and abilities delivery of SNOMED CT concept model for functioning and editorial guidance Microbiology reporting publication of Microbiology reporting subset Anatomy response to interim review comments from University of Washington Substances delivery of technology preview for Molecular entity content Publication of candidate baseline of SCT to ICD-10 map

21 Content 2015 Q3-Q4 Key Objectives (slide 1 of 2) Completion of authoring for January 2016 International Release ICD-11 alignment continuation of internal review, external clinical review and content addition Allergy list content enhancement LOINC delivery of technology preview Functioning and abilities delivery of content (including technology preview of proposed model) Intervention, plans, orders and goals content development Pharmaceutical content development delivery of agreed SNOMED CT drug model and initial drug content Substances delivery of technology previews and initial content for Molecular entity and substances content

22 Content 2015 Q3-Q4 Key Objectives (slide 2 of 2) Medical devices delivery of updated content aligned with biannual GMDN release Orphanet gap analysis, content addition and delivery of SNOMED CT/Orphanet linkage table Consultant Terminologist Program completing certification of 2012/2014 intakes Anatomy completion of University of Washington review and updating of content and mapping CMT content addition in line with donations received Publication of baseline SCT to ICD-10 map Biannual release of SNOMED CT to ICD-10 and SNOMED CT to ICD-9CM maps

23 Content 2015 Key Risks No contingency in team capacity to deliver the large number of projects underway Potential disruption of authoring productivity due to development and delivery of new authoring tool Lack of clarity for the delivery of a clear process for escalation of editorial issues available internally and externally will lead to uncertainty Potential lack of required skills within the authoring resource to ensure the team can meet the challenging times ahead Lack of feedback on the alpha releases and technology previews will lead to uncertainty of the ability to implement the solution

24 Education 2015 Q1 Achievements Foundation Course content complete Total of 375 people entered Foundation Course 45: since , others since Vast majority making excellent progress Induction of E-Learning Administrator enabling more effective management of courses and feedback

25 Education 2015 Q2 Key Objectives Current learners complete Foundation Course successfully New intake to Foundation Course started Implementation Course development sufficient to launch course Start of Implementation Course towards end of Q2

26 Education 2015 Q3-Q4 Key Objectives Implementation Course development complete Revision of Foundation Course based on feedback Third and fourth intake complete Foundation Course Implementation Course initial intake completes course Delivery of initial Content Editing Course (content team dependent) Face-to-face education at meetings including SNOMED CT Expo and other events at request of CRM team

27 Education 2015 Key Risks Delay in completion of Implementation Course Difficulties meeting demand for appropriate interactive support and assessment of learners on Implementation Course Unpredictability of future demand for E-Learning services

28 Customer Relations 2015 Q1 Achievements Member budgeting process refined Prospective Member pipeline updated and Impact Statements/ targeting financial model developed Member Survey conducted and recommendations drafted Topic-based MF calls initiated KPIs refined SCT in Action redesign plan developed

29 Customer Relations 2015 Q2 Key Objectives Finalize regional CRM Action Plans based on the regional roadmaps Discuss Member survey results with LOBs and integrate them into work plan Establish Regional Calendar of Meetings and Events Initiate project to implement redesign of SCT in Action Work with LOB s to simplify documentation for Members Develop Regional Marketing Plans Complete Regional Staffing Models, Scope and Costing

30 Customer Relations 2015 Q3-Q4 Key Objectives Delivery against agreed regional CRM Action Plans Additional intelligence gathered on non-member countries and maturity level with regards to standards Restructure and deliver October Uruguay meetings and conference Work on ensuring Member knowledge about translation policy Continue to refine the process for MF meetings

31 Customer Relations 2015 Key Risks The existing core delivery resources that are mainly centralized in Europe would not be scalable to support Members in Asia Pacific and Americas regions Insufficient resource capacity to scale up the engagement as outlined in the vendor engagement strategy

32 Collaboration 2015 Q1 Achievements New Collaboration agreements drafted with agreed joint work areas (for review by MB and signing in Q2) DICOM Development of a DICOM subset AMA QA of SNOMED CT to CPT maps Management of licensing Help with clinical engagement (e.g. SNOMED CT/ICD-11 alignment) Other key achievements: HL7 Agreement on licensing statements in HL7 materials Plan for IHTSDO input on binding and content in FHIR feeding in to HL7 value set work Start IHTSDO independent review of TermInfo prior to publication

33 Collaboration 2015 Q1 Achievements (cont.) Other key achievements ICN Equivalence table ICNP-SNOMED CT Nursing Diagnoses Nursing Interventions (INCP) delivered for editing ADA Agreement to develop a new Collaboration Agreement in line with others and proposal to develop a general dentistry subset Completion of SNODENT/SNOMED CT alignment WHO Sign off 2015 workplan, 2014 report and Comms plan Start of review of Common Ontology for ICD-11 and delivery plan JCG discussions about IHTSDO involvement in AMA/WHO activities

34 Collaboration 2015 Q2 Key Objectives Agreement sign off MB review and signing AMA and DICOM collaboration agreements Signing agreement with INSERM re Orphanet Agreement drafts and sign off IEEE and IHE focused on licensing and agreed usage of SNOMED CT. ADA Joint work activities including: WHO - Plan for ICD-11 Common Ontology; Management ICD-0 alignment; Methodology for usage validation SNOMED CT/ICD-10 map Use cases analysis for linking SNOMED CT and GS1 products ICN Nursing interventions edited for July 2015 release Start of work with HL7/FHIR on binding of SNOMED CT Updated Operational plan for MF and MB review and sign off Put in place RAG reporting for Collaboration-related Statements of Work

35 Collaboration 2015 Q3-Q4 Key Objectives Release of joint products GP/FP refset and map to ICPC-2 Nursing Diagnoses ICNP equivalence table and SNOMED CT subset Progress joint works Orphanet incorporation into SNOMED CT and production of a map (ready for January 2016) Coordination and operational management of all works agreed as part of Collaboration Agreements Collaboration activities through JIC and input to ISO.

36 Collaboration 2015 Key Risks Lack of access to clinical specialists for SNOMED CT/ ICD-11 may delay progress of the work Dependence on potential and actual collaborating partners on both establishing updated/new agreements and undertaking agreed work in a timely manner

37 Delivery 2015 Q1 Achievements Delivered January 2015 SNOMED CT International Edition Further developed SNOMED Release Management function Established product lifecycle management for SNOMED CT & derivative products in all lifecycle phases Established release schedule for all SNOMED CT 2015 deliverables, aligned with Content Roadmap Introduced a mechanism to track artifacts required for new product development process Workbench Replacement Project (Authoring tools to replace Workbench) Formed team to develop business processes and functional requirements Formed SME team to provide input on template/batch authoring Formed project testing team

38 Delivery 2015 Q2 Key Objectives Delivery of July 2015 SNOMED CT International Edition Delivery of in-development SNOMED CT products Functional support for Workbench replacement project Phase 1, producing July 2015 SNOMED CT release from Terminology Server

39 Delivery 2015 Q3-Q4 Key Objectives Delivery of January 2016 SNOMED CT International Edition Delivery of in-development SNOMED CT products Continued maturing SNOMED Release Management function adoption of new SNOMED product development process, focus on IHTSDO Member priorities & ROI Continued functional support to eliminate Workbench from toolset

40 Delivery 2015 Key Risks Risk to the quality of SNOMED CT releases: New staff are inexperienced in our domain Newly developed software tends to be unstable Reduced capacity in Delivery team results in a high risk of non-delivery of non-prioritized items. This is because two thirds of the team's technical resources are seconded to the Workbench Replacement Project. Mitigation is to manage scope of work until the team returns to full capacity.

41 Technical App & Arch 2015 Q1 Achievements Completed purchase of B2i Snow Owl Terminology Server (TS) Import of in progress authoring data from IHTSDO Workbench into TS in preparation for July 2013 release of SNOMED CT from the TS Integration of existing Browser to the IHTSDO Terminology Server MVP development on Members Licensing & Distribution Service (MLDS) live for non-member country affiliate Jan 2015 Members Licensing & Distribution Service (MLDS) live for Members use with multi-lingual interface, with Denmark & Portugal first to use in March 2015, with Belgium, New Zealand, Sweden, Estonia and India next in line. IT Policies published including: Data Protection, and Software Development Licensing.

42 Technical App & Arch 2015 Q2 Key Objectives Continued roll out of MLDS for Members throughout Q2. IHTSDO Refset Management Service Members public beta available for members, and integrated with TS Release of July 2015 run from the IHTSDO Terminology Server Beta of Template Authoring Service for IHTSDO authoring team Continued documentation improvements across all tooling services Start of work to plan migration off of Collabnet before end of 2015

43 Technical App & Arch 2015 Q3-Q4 Key Objectives IHTSDO content team will no longer need to rely on using the IHTSDO Workbench by end of Q4. This incorporates version 1.0 of the following: template authoring batch authoring Migration away from Collabnet for both infrastructure and TeamForge well before the end of Q4. This includes: house cleaning of existing Collabnet content and users moving to JIRA to replace the current use of trackers moving to Confluence (current product of choice) for technical documentation and project collaboration

44 Technical App & Arch 2015 Key Risks Very tight development and delivery timelines without much room to maneuver (staff illness has already had an impact during Q1 2015) Costs and timescales affected due to unforeseen implementation details, especially in areas of new functionality including template based authoring. Reduced service management capability will impact services as they are introduced to Members. As the team is following an open and transparent development, any mistakes made and lessons learnt are public.