D-G4-L4-025 Mobile Working Technology Feasibility Study for a Healthcare Body Deloitte LLP Service for G-Cloud IV

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1 D-G4-L4-025 Mobile Working Technology Feasibility Study for a Healthcare Body Deloitte LLP Service for G-Cloud IV September 2013

2 Contents 1 Service Overview 1 2 Detailed Service Description 2 3 Commercials 5 4 Our G-Cloud Services 6 5 About Deloitte 7

3 1 Service Overview 1.1 Service Summary In a nutshell, what is it that Deloitte will do for you? This service provides intensive business analysis and discovery support to assess the feasibility of deploying mobile working technology to staff who deliver frontline services in a healthcare (e.g. NHS) organisation. It examines in detail the services delivered by frontline staff, and the business processes and information that they use as part of their jobs. It involves "deep dive" workshops into key work areas, and identifies the opportunities for improving patient and staff experience as well as saving costs and reducing risk through the effective use of mobile technology by frontline workers. 1.2 Business Context What situations is this service designed to be used in? The service is designed for healthcare providers that deliver health or care services to patients in a community or remote care setting. Typically these could include community health trusts, mental health trusts, acute hospitals (with frontline staff mobile across a large estate or between wards) and private healthcare providers. For the avoidance of doubt, it is also applicable to similar NHS bodies that are not trusts (e.g. in Scotland). It could apply to local authorities providing social care, although Deloitte offers a different service that is designed for Local Authorities more generally that may be more appropriate depending on the circumstances. This service is specifically aimed at healthcare bodies in the following situation: With a desire to improve clinical compliance and reduce patient risk With a desire to improve customer service and patient satisfaction With reducing budgets, needing to take on projects that will sustainably reduce their cost of service Considering mobile technology, but without a stable benefit case and implementation plan for a project to deploy mobile technology in practice D-G4-L4-025 Mobile Working Technology Feasibility Study for a Healthcare Body Deloitte LLP Service for G-Cloud IV 1

4 2 Detailed Service Description 2.1 Our Approach The capabilities of digital mobile technology in the workplace have transformed in recent years and bring with them considerable potential benefits. In particular, the drivers for this have been: the maturity of consumer grade mobile devices such as smart phones and tablets, bringing low cost high specification devices into play for businesses the establishment of service oriented architectures that enable businesses to put mobile technologies on top of their existing systems, without having to incur the cost and effort of large scale IT transformation Deploying mobile technologies for mobile workers can deliver significant benefits. The benefits tend to include: reducing cost because mobile health workers are able to access information on the move, record clinical outcomes in the care setting, and reduce the error rates and delays associated with paper forms and records improving customer experience because mobile workers are better equipped to do their jobs, with higher first time resolution rates launch of new services, for example using the capabilities of smart phones to use photos, video and geolocation information in business processes Increased compliance as business processes can be standardised and measured Our approach is based on a disciplined, intensive set of activities and our preferred style is to work in a collaborative way with programme and technical leads at our client. If the required data is available and stakeholders are accessible, we have indicatively scoped this project to last under one month. It is normal for this to be hard work, and to make extraordinary demands upon the time and attention of important stakeholders within the client s organisation. The activity stream is detailed below: Current service delivery model Team structures Work types and outcomes Understand As- Is Processes Technology Considerations Current technology landscape Security considerations Mobile architecture Cultural and behavioural implications Working patterns Benefit realisation approach Organisational Considerations Recommend Develop and debate recommendations Inform about mobile trends High level plan and risk matrix D-G4-L4-025 Mobile Working Technology Feasibility Study for a Healthcare Body Deloitte LLP Service for G-Cloud IV 2

5 The detail of these key activities in our approach is described briefly here: Phase Activity Detail Understand As-Is Processes Technology Considerations Organisational Considerations Recommend Current service delivery model Team structures Work types and outcomes Current technology landscape Security considerations Mobile architecture Cultural and behavioural implications Working patterns Benefit realisation approach Develop and debate recommendations Inform about mobile trends High level plan and risk matrix Hold meetings with clinicians and managers to understand the big picture of the current service delivery model, such as what services are delivered and where, how technology is currently used, and where the business has existing pain points in delivery. Review the organisational structure of which teams deliver which types of care in order to understand the number of variations in business process and information usage that are likely to exist in the business. Run deep dive workshops with representative teams about the types of work that they undertake, examining the as-is processes and information usage, the patient outcomes and the pain points in the business that could be addressed by mobile working. Hold meetings with technology stakeholders to review the existing IT estate, including the use of electronic patient records, scheduling systems, communication systems and mobile technology. Hold meetings with information governance and security stakeholders to review the organisation s attitude to information security, and any constraints, opportunities or other inflight projects that impact the security design of a possible mobile working platform. Hold meetings with technology and business stakeholders to review the expectations and requirements of the business for mobile technologies, including aspirations for how mobile technology can improve patient outcomes and productivity. Hold meetings with management, clinical and/or operational stakeholders about the readiness of the business to change ways of working, and the approach that would be needed for mobile working to be adopted, embedded and sustained by staff. Review documentation and hold meetings to discuss patterns of working amongst mobile staff, for example the balance between office and community based work, and the implications that working patterns have on the benefit case for mobile technology. Hold meetings with finance and operational stakeholders to understand the organisation s strategy for benefit realisation for example whether productivity gains are realised as reduced cost or increased output. Continue to engage with stakeholders about our recommendations, including holding socialisation and review sessions as we near completion of our work in order that our output is not just a report but a general increase in understanding and awareness. Educate stakeholders about mobile trends, which could include referring them to public domain articles and thought leadership, signposting seminars and social media groups to network in, and coaching about the trends in the market. Discuss and review the high level plan and risk assessment, which will be part of our final report. 2.2 Inputs We have assumed that you will be in a position to provide certain inputs to the service, which we have listed here. If you are not in a position to provide all of these inputs then please get in touch to discuss options, as it is likely we can reach agreement to alter our approach to accommodate your situation. As-is process documentation (where available) Information about the current technology estate, particularly covering patient record systems, scheduling systems and other systems that are used to track and control frontline work 2.3 Your Contribution Our services are designed to be delivered with you rather than in a done to manner. Our ethos is one of collaboration. We have assumed that you will be able to make the following contribution to the work. If you are not in a position to take on these responsibilities then please get in touch to discuss options, as it is likely we can reach agreement to alter our approach to accommodate your situation. Making available the time of frontline workers, key stakeholders and decision-makers to attend workshops and meetings for this project D-G4-L4-025 Mobile Working Technology Feasibility Study for a Healthcare Body Deloitte LLP Service for G-Cloud IV 3

6 Providing access to the best available information about the existing situation, plans and strategies Providing dedicated part-time resource to our joint working team, including at least the following roles: o 1.0 FTE of a business analyst or equivalent who has experience of your service delivery model o 0.5 FTE of a technology analyst or equivalent who has in-depth knowledge of the existing technology architecture Providing effective working space for our joint team in a co-located space, ideally a large meeting room, which we will have exclusive use of for the duration of the project, and in which we can create wall charts and work interactively with you. 2.4 Outputs What will you get in terms of deliverables, outputs and outcomes from this service? A more advanced and evidence based understanding amongst stakeholders about the opportunities, constraints, benefits and implementation options for using mobile technology in the frontline of service delivery A Mobile Working Feasibility Study report from Deloitte that describes at a high level the opportunity for mobile working, the benefit types and rough estimates that it would bring, outlines the next steps for proceeding, and identified the risks that need to be managed in implementation Other relevant deliverables and outputs that we may agree upon in the Service Order, such as cost forecasts and implementation plans 2.5 Scale and Complexity The effort involved in delivering our service is driven partly by what we will do (which we have described in section 2.1 above) and what you will do before we arrive and alongside us whilst we work (which we have described in sections 2.2 and 2.3 above respectively). It is also driven by the scale and complexity of your business situation. This section describes the scale and complexity that we have designed this service to address. If your business situation is bigger or smaller than this then please get in touch to discuss options, as it is likely we can reach agreement to alter our approach to accommodate your situation. Deloitte recognises that healthcare providers have highly complex and multi-faceted businesses, often with many types of care being delivered. For example, a community healthcare body would deliver services ranging from district nursing to community rehabilitation and from school-based speech & language therapy to midwifery. We have indicatively scoped this service to take under a month from end-to-end in order to provide a quick, intensive result for healthcare providers that operate on tight budgets and require speedy results. D-G4-L4-025 Mobile Working Technology Feasibility Study for a Healthcare Body Deloitte LLP Service for G-Cloud IV 4

7 3 Commercials 3.1 Cost This service is offered based on the unit of Resource-Day based upon our published SFIA rate card available to download separately. We will work with you to estimate the effort for your requirement and calculate the number of Resource-Day units and overall price. 3.2 Location This service will be delivered predominantly in the customer's own premises. We will endeavour to resource projects with locally based resource where possible, but where the client s premise is not commutable for our people then additional charges for travel and accommodation may be charged. These will be agreed in the Service Order. Where appropriate, we can use our offices for meetings with mutual agreement. 3.3 Ordering and Invoicing Process There are two ordering routes available: 1. Visit our G-Cloud service homepage at which contains information about the service and also has an online form for ordering. 2. Send an to with the following information: a. Your organisation s name b. The name of this service, which is D-G4-L4-025 Mobile Working Technology Feasibility Study for a Healthcare Body c. Your name and contact details d. A brief description of your business situation e. Your preferred timescales for starting the work We will invoice you monthly based on our rate card for work completed in each month of service. Our invoices will be payable within 30 days. D-G4-L4-025 Mobile Working Technology Feasibility Study for a Healthcare Body Deloitte LLP Service for G-Cloud IV 5

8 4 Our G-Cloud Services 4.1 Our G-Cloud Strategy Deloitte offers a range of services on the G-Cloud Store. Our strategy is to provide commoditised services for the public sector, which are suitable for public bodies addressing the changes required of them in a digital world. Our services cover the breadth of Specialist Cloud Services from business analysis to design and development; transition management to project specification and selection. We also offer some software-as-a-service options on the store, and intend to expand our service provision in response to customer demand in the future. 4.2 Further Information For more information about our G-Cloud strategy and services, please visit D-G4-L4-025 Mobile Working Technology Feasibility Study for a Healthcare Body Deloitte LLP Service for G-Cloud IV 6

9 5 About Deloitte 5.1 Our Business Deloitte LLP ( Deloitte ) is a leading professional services firm, employing over 13,000 staff across 20 locations in the UK. Our Public Sector practice includes over 1,000 experienced specialists in central civil government, health, transport, defence and local and regional government, some of whom have previously worked at senior level. In addition, we have over 1,000 staff who can work in both the public and private sectors, enabling transfer of experience and methods. As a Big Four professional services firm, we are well positioned to draw upon skills across a wide range of service offerings to deliver Cloud-based services. We work across the public sector as a trusted advisor and as a supplier of leading edge technology services. This includes an extensive portfolio of Specialist Cloud Services available as commoditised services in the G-Cloud catalogue. Our public sector team plays an active role in the development of methodologies, value propositions and points of view to assist our public sector clients. We conduct research in areas that are of current and emerging interest to our clients, identifying best practice and new developments in the UK and internationally. In this section we outline some of the elements which differentiate us in the marketplace. 5.2 Professional Standards As a leading supplier, Deloitte operates to high standards of professionalism: We recruit highly capable staff and maintain effectiveness through training, performance management and continuous professional development Quality on every engagement is managed through a Quality Management Plan and partner sign off of deliverables on all engagements. Technology Consulting services are accredited to ISO9001, the international quality standard, which includes acting on customer feedback and continuous improvement plans As members of the Chartered Institute for IT (BCS), our Technology practice and individual members are bound to its Code of Practice and Code of Conduct which defines good practice for ICT and technology consultancy. We are also registered with the TickIT scheme We are a Green classified CESG approved company and have a number of CHECK Team Leaders Our project management methodology, which is aligned with PRINCE 2, provides mechanisms for managing all aspects of engagements, including project risks and issues. We have over 300 staff with PRINCE2 or similar PIM qualifications Our Focus on delivery includes regular contact with client management and frequent progress updates when issues can be identified at an early stage to enable easier risk mitigation and help avoid escalation Deloitte is reliable to work with and sets out to deliver the services needed. Our high reputation in the market is based on our commitment to deliver even in difficult circumstances, while building trusted relationships with our clients D-G4-L4-025 Mobile Working Technology Feasibility Study for a Healthcare Body Deloitte LLP Service for G-Cloud IV 7

10 We actively promote sustainability within our supply chain and have a strong commitment to equality, diversity and corporate responsibility. Our firm is accredited to ISO14001, the international environmental management standard, and CAESAR (Corporate Assessment of Environmental, Social and Economic Responsibility). Deloitte is accredited to ISO27001, the international security management standard. We operate robust processes for safeguarding customer data and for confidentiality of information. We are registered under the Data Protection Act and have safeguards in place to protect the data of our own personnel or any personal data with which we are entrusted by clients We have processes in place to preserve the integrity and independence of the services we provide. For example, bids are subject to conflict checks to avoid conflicts of interest, all Deloitte staff are required to complete Anti-Bribery and Anti-Money Laundering training, partners and staff are subject to independence checks and there are frequent internal audits and compliance checks 5.3 Security The majority of our public sector team are vetted to Baseline Personnel Security Standard or cleared to National Security Vetting SC level. In total, this is over 1,000 people with some form of security vetting. Deloitte is a List X company. We employ a full time Security Controller and Security Team to manage security clearances, advise on development of Security Management Plans and manage compliance with security processes. We have comprehensive Business Continuity Plans in place in all locations. Staff are equipped to work remotely if client sites or Deloitte sites are inaccessible. 5.4 Responsible Business At Deloitte Responsible Business is not just a strap line. We appreciate that our everyday business activities affect wider society through our actions and through the actions of those with whom we do business. Our approach to Corporate Responsibility is fully integrated with our business strategy; as such we are fully committed to addressing requirements from the Social Value Act. In the last year we launched our inaugural Impact Report ( replacing our traditional annual report and providing the platform through which we will measure our impact and contribution to society into the longer term. 5.5 Geographical Coverage Deloitte has 20 office locations throughout the UK, plus offices in Guernsey, Jersey and the Isle of Man. We also have a National Solutions Centre which is based in Belfast and provides software engineering capabilities for our clients. 5.6 Innovation and Continuous Improvement Deloitte understands the importance of innovation to public sector clients in their endeavours to reduce costs and ensure better outcomes. Deloitte approaches public sector engagements from the standpoint of delivering tangible or measureable outcomes and effective use of resources. Cloud provides a major opportunity to challenge existing provision of IT in the organisation, and improve working practices, service levels and reduce operating costs. We are willing to challenge current ways of working in the public sector and to harness technology and lean thinking to produce satisfactory outcomes that deliver the client s objectives at lower cost. D-G4-L4-025 Mobile Working Technology Feasibility Study for a Healthcare Body Deloitte LLP Service for G-Cloud IV 8

11 We seek to ensure that our people, methods, infrastructure and working practices deliver high quality services to our clients and an environment where our staff can work effectively. We recognise that this is only possible if our working procedures, methods and tools, staff skills and training continue to improve. We undertake a number of activities to set objectives for key processes, measure performance against these objectives and assess and adjust our operational and engagement procedures to sustain improvement. 5.7 Capability Transfer Deloitte prefers to provide capability, knowledge or skills transfer on most projects. We can also work in such a way that capability transfer is at the heart of the engagement. Examples include: Training client staff for team roles at the outset of an engagement to reduce costs and provide for continuity of skills after we exit from the client Providing only those services which a client cannot provide for themselves and avoid practices such as staff substitution as much as possible Delivering comprehensive capability transfer so that client staff are able to take over fully the operation or extension of a service or continue to manage a change programme from their own resources. We also have a programme of secondments both to and from the public sector, which enhances our industry insight while strengthening our relationship with public sector. 5.8 Our Business Structure Deloitte LLP comprises a number of business units. Our G-Cloud services are provided from across our business, bringing in the skills and experience we need. Because our business structure is set up as a group, some of our business units are constituted as wholly owned subsidiaries of Deloitte LLP. For the purposes of our G-Cloud services, the Deloitte MCS Limited (company registration number ) is a sub-contractor that we may rely upon to deliver service. D-G4-L4-025 Mobile Working Technology Feasibility Study for a Healthcare Body Deloitte LLP Service for G-Cloud IV 9

12 Important notice This document is not an offer and cannot be accepted. Should you wish to obtain our services, please contact us using the Ordering Process described in section 3.3 above to discuss your requirements and how we may meet them. Following these discussions and our internal acceptance procedures, we would then enter into a direct order with you in accordance with these Framework terms to confirm our appointment. The information contained in this document has been compiled by Deloitte LLP and includes material which may have been obtained from information provided by various sources and discussions with management but has not been verified or audited. This document also contains confidential material proprietary to Deloitte LLP. Except in the general context of evaluating our capabilities, no reliance may be placed for any purposes whatsoever on the contents of this document or on its completeness. No representation or warranty, express or implied, is given and no responsibility or liability is or will be accepted by or on behalf of Deloitte LLP or by any of its partners, members, employees, agents or any other person as to the accuracy, completeness or correctness of the information contained in this document or any other oral information made available and any such liability is expressly disclaimed. In this document references to Deloitte are references to Deloitte LLP. Deloitte LLP is the United Kingdom member firm of Deloitte Touche Tohmatsu Limited ( DTTL ), a UK private company limited by guarantee, whose member firms are legally separate and independent entities. Please see for a detailed description of the legal structure of DTTL and its member firms Deloitte LLP. All rights reserved. Deloitte LLP is a limited liability partnership registered in England and Wales with registered number OC and its registered office at 2 New Street Square, London EC4A 3BZ, United Kingdom

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