Management Report and KPIs

Report for the General Assembly 29 October 2014

KPIs, Q3 2014: Content

Note: Data prior to August 2014 is not available.

KPIs, Q3 2014: Mapping

KPIs, Q3 2014: Customer Relations

This represents data from the end of August only (meaning 5 weeks). It has extracted from Freshdesk and does not present data on contacts made outside of Freshdesk.

The following table provides information on Q3, with the red or green arrows and percentages comparing the data to Q2. SLA was set generally for 1 calendar day for responding and 3 calendar days for resolving the inquiry. This has been adjusted from the start of Q4 to use business days rather than calendar days.

KPIs, Q3 2014: Customer Service – Freshdesk Statistics (1)

KPIs, Q3 2014: Customer Service – Freshdesk Statistics (2)

KPIs, Q3 2014: Human Resources

KPIs, Q3 2014: Implementation & Education (1)

KPIs, Q3 2014: Implementation & Education (2)

The number of open issues dropped significantly with the July release. The number of issues is likely to continue to rise and then drop again at the next release.

KPIs, Q3 2014: Applications & Architecture

KPIs, Q3 2014: Infrastructure Uptime (2)

Q3 UPDATES BY LINE OF BUSINESS

Key work items planned for the remainder of 2014:

▪  Completion of SCT to ICD-10 Mapping. Due 12/14 – successful completion of pilot, and mapping is progressing to schedule

▪  LOINC – Observables development. Due 10/14 – Technology Preview release containing two subsets (expression and LOINC parts)

▪  Microbiology Lab reporting – editorial guidance is being finalized on X species, changes will be included in the Jan 2015 release

▪  Problem list: updated version of SCT to meet needs of problem list use case. Due 12/14 – routine release alignment

▪  Work on the development of content related to functioning, to commence 10/14 and continue into 2015. Initial work will be focused on stakeholder involvement

▪  Candidate baseline of GP/FP subsets and SNOMED CT to ICPC-2 map, following feedback on Technical Preview. Due 09/14

▪  Commencement of external review of anatomy model by the University of Washington, to continue until mid-2015

▪  Continuation of ICD-11 chapter reviews and subsequent content enhancements, completion due in late 2015. Six initial reviews have been completed, with eternal reviews as scheduled

Content Development, Mapping & Translation (1)

Key items delivered in Q3: ▪  Consultant Terminologist Programme is progressing on schedule, with a successful

face-to-face group meeting, and allocation of a group project ▪  Publication of alpha release of substance redesign work – 2 alpha releases have now

been published, with work progressing on the alignment of content with ChEBI ▪  Documentation is being finalized for dose form which is an essential requirement for

the drug alpha release ▪  Publication of medical devices release and GMDN map – GMDN content formally in

extension has been added to International Release, and simple duplicates removed. GMDN map has been updated against the latest GMDN release

▪  Publication of GP/FP subset, and SCT/ICPC-2 mapping table technology preview – feedback has been received and updating of subsets and ICP-2 map completed

▪  Reviews of ICD-11 chapters, and subsequent content enhancements - Six initial reviews have been completed, with external reviews in progress

Key Risks to 2014 delivery: ▪  Ensuring we develop the required skills in the team to meet the challenging times ahead ▪  Ensuring successful allocation of resources (internal and external) to deliver the large number of

projects in pipeline ▪  Ensuring that we receive useful feedback on the alpha releases and technology previews

Content Development, Mapping & Translation (2)

Key work items planned for 2014:

▪  Define a Customer Relations Strategy for IHTSDO Due 09/14 DONE

▪  Deploy CRM and Customer Enquiry System 03/14 DONE

▪  Provide Customer Relationship Management support for Americas, EMEA and APAC regions Due 06/14 Americas CRM starting Oct 25th. DONE

▪  Deliver SCT benefits realization study Due 05/14 delayed, to be completed in 10/14

Key items delivered in Q3:

▪  Customer Relations Operational Plan finalized ▪  Americas Customer Relations Manager recruited ▪  New member on-boarding training material

developed (piloted with on-boarding India in August 2014)

▪  Participation at 5 major international/regional conferences, good outcomes – eHealth Forum; WOHIT; HIC 2014; MIE 2014; HIMSS AsiaPac 2014 and INFOLAC (Oct 2014).

▪  KPIs in place ▪  Member country content survey completed ▪  Inventory IHTSDO products and services completed

Customer Relations Management

Key risks to 2014 delivery: ▪  IHTSDO’s current core delivery capacity that is centralized

in Europe is not scalable to support members in Asia Pacific and Americas regions.

▪  Insufficient resources to scale up the engagement with vendors internationally

▪  Low risk of non-payment of Member fee by one country

Key work items planned in 2014:

▪  Development of collaboration framework Due 04/14

▪  Develop database of existing collaboration agreements Due 04/14

▪  Collation of lessons learned and evidence of best practice Due 10/14

▪  Strengthen governance structures for collaborative working (ongoing)

▪  Collaborative agreements will be updated/completed with agreed list

▪  Clinical engagement strategy and processes defined and in place to support content review

Key items delivered in Q3:

•  Agreement signed with ICN and joint work progressed linking SNOMED CT and ICNP

•  Agreement signed with HL7 and work started on joint work plan

•  Collaboration discussions started with INSERM (Orhpanet), IPCC/IUPAC (NPU) RSNA (RadLex)

•  Contribution to related ISO ballots and collation of all ISO activity on Trello

•  External clinical experts engaged and participated in reviewing SNOMED CT/ICD-11 content work for 6 chapters

•  Completed securing leadership of professional SIGs – chairs and vice chairs. Agreed work areas and first draft of updated terms of reference

Collaboration

Key work items planned for 2014:

•  Training resource development including online training ongoing releases started in 04/14

•  Foundation course - materials ready 12/14 first iteration to start 02/15

•  Advanced implementation course – materials complete 04/15 first iteration to start 05/15 (follow on from Foundation)

•  Adopting, Adapting and Sharing Ref Sets 12/14

•  Prototype delayed by decision to merge as part of Refset Manager tool

•  SNOMED CT in information models, terminology binding and analytics, 12/14

•  With specifications of various query, binding & constraint requirements for delivery in stages 10/14 to 12/14

•  LOINC-SNOMED CT Implementation Guidance

•  Completion 10/14

Key items delivered in Q3: •  E-Learning Reference Group for Members’ input to E-

Learning development established •  Detailed plans for E-Learning courses developed with

draft course content •  On site training delivered in India and Singapore •  NRC Starter Guide complete (final review) •  Vendor Guide initial draft (committee review) •  Guidance on using SNOMED CT and LOINC Together –

(in final review) •  Showcase program with education tutorials on key topics •  Revised compositional grammar specification

(community-wide review) – Note: this is the foundation for consistent set of SNOMED CT query/constraint specifications in development

Implementation and Education

Key risks to 2014 delivery: •  Refset sharing prototype delayed to merge with Refset

Manager tooling •  E-Learning development delayed by immediate

organizational priorities

▪  Open Tooling Framework to include online beta RefSet Management Tool and Mapping Tool Due Q1, 2014 and regular releases thereafter

▪  SNOMED CT Browser release due Q4/2014

▪  Member Licensing & Distribution Service (MLDS) Q4, 2014

▪  Drug match tooling due Q3, 2014 ▪  Continued enhancements to IHTSDO

Workbench - V3.4 release date 07/2014

Project Status:

▪  RefSet Management Service (RMS) – IN DEV

▪  Member Licensing & Distribution

Service (MLDS) – IN UAT ▪  User Experience (UX) - DONE

▪  Translation Tooling Market Analysis –

ON HOLD ▪  Workbench Enhancements #2 – IN UAT

▪  Mapping Service – v1.0 DONE

▪  Web Site – In Dev

▪  IHTSDO Browser – v1.0 DONE

Applications and Architecture (1)

Key work items planned for 2014:

Key work items planned in 2015: ▪  Authoring/Content Tooling Services –

throughout 2015 ▪  Translation Tooling - Q2 2015 ▪  Collabnet Replacement - Q1 2015

Key items delivered in Q3: ▪  IHTSDO Mapping Tool v1.0 in production ▪  UAT of Member Licensing & Distribution Service ▪  IHTSDO SNOMED CT Browser out of beta, with all available extensions aside

from Canada & NL ▪  Multi-English SCT Extension browser for AU, UK & UK Members ▪  drugMatch utility completed ▪  Ongoing development of new IHTSDO web site ▪  IHTSDO Brand Guidelines and new logo completed ▪  Reporting platform for organization-wide KPIs in IHTSDO JIRA

Key risks to 2014 delivery: Small, limited resource group of external developers, and quality thereof, is leading to delays in delivery and future dependencies. This has been acutely felt with the Refset Management Tool

Applications and Architecture (2)

Key work items planned for 2014: ▪  SNOMED CT Releases

▪  Jun 2014, Dec 2014 ▪  Continuous release capability

(12/14) ▪  Domain-based release capability

(12/14) ▪  Standardize the release quality

validation rules (12/14)

Key items delivered in Q3: ▪  SNOMED CT Spanish Edition

completed ahead of schedule ▪  SNOMED CT Medical Devices update

delivered in September ▪  Productization of release service is

on track; was used for GMDN & Spanish Edition

▪  New Product Development Process: delivered internally in September

▪  IHTSDO Formal Document policy: delivered internally in September

Delivery

Key risks to 2014 delivery: •  Release manager hired; begins to

mitigate risk to release production capability