G-Cloud IV Framework Service Definition Accenture Medical Imaging Managed Service (AMIMS)

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1 G-Cloud IV Framework Service Definition Accenture Medical Imaging Managed Service (AMIMS) 1

2 Table of contents 1. Scope of our services Approach Assets and tools Expected Outcomes Pricing Contacts About Accenture

3 1. Scope of our services This document describes Accenture s Medical Imaging Managed Service, and should be read in conjunction with the associated Government Cloud IV Services documentation. The Accenture Medical Imaging Managed Service (AMIMS) will be tailored to the specific G-Cloud IV requirements and may include any of the following solutions either purchased in isolation or bundled as part of an integrated managed service: Picture Archive and Communication System (PACS) delivers a highly scalable solution for primary interpretation and advanced visualisation of radiology images. All functionality is provided in a single thin client software application manufactured by Visage imaging. The Visage 7 application helps provide diagnostic and clinical access to radiology studies through a single client providing a range of functionality from 2D image presentation and 3D rendering, through to advanced visualisation and 4D functions for cardiac analysis. The service is based on truly thin client-server streaming technology with all functionality accessible by the Trust via a thin client connected to sophisticated rendering servers in the Accenture data centre. Imaging data is streamed to the client using a specialised streaming protocol which reduces the need for large file transfers and provides instant image access without the need for dedicated local infrastructure or specialised workstations. The PACS solution provides a highly available and disaster tolerant solution across multiple UK data centres providing high levels of service uptime utilising Accenture s highly secure data centre solutions and service organisation. Radiology Information System (RIS) HSS CRIS is a COTS product in use by over 80% of the UK Radiology market. CRIS function is to manage the radiology department workflow interfacing with the PACS to provide the complete suite of functions for medical imaging. CRIS is vendor agnostic, supporting all versions of PACS. It employs a thick Java client on the Trust workstations with Database and Application servers deployed at the Data Centre. Vendor Neutral Archive (VNA) The ability of an archive to provide intelligent long term archiving of imaging data is a key capability in the area of medical imaging. The Universal Clinical Platform by Acuo provides the ability to ingest and manage data from multiple software vendors utilising intelligent data manipulation tools and lifecycle management rules. The VNA combines highly interoperable data management functionality alongside intelligent data management. The VNA helps confirm the seamless movement of data between different systems, manufactured by different vendors and reducing the need for continuous data migrations as systems are replaced overtime. In addition the VNA can reduce the cost of data management throughout the data lifecycle by applying intelligent data rules in order to reduce the cost of data management. The VNA offering provides a strategic component of a Trusts data management strategy, moving beyond the management of traditional imaging departments such as radiology and cardiology and providing a truly cross-clinical data management service. The VNA is capable of managing all clinical data from clinical 3

4 documents and notes through to visible light photographs in a single product, consolidating all clinical data management into a single data repository. The VNA can be provided to either a single Trust or to a consortium of Trusts as a service underpinned by Accenture s flexible and scalable infrastructure. Accenture has been providing an ISO20000 accredited, fully managed service for medical imaging applications since In the UK Accenture serves 37 NHS Hospital Trusts, utilising mainly dedicated resource in the management, support and maintenance of that service. Utilising Accenture s UK datacentres and application and infrastructure delivery centres in Newcastle and Warwick we support locally and centrally hosted solutions provided over the NHS N3 network to those Trusts. These solutions are delivered at scale: Capturing, storing and archiving 10 million studies per annum; Our central data store now holds in the order of 2 billion physical images, and; We operate a centrally-hosted storage architecture of over 0.5 Petabyte which is growing every day. Accenture s Medical Imaging Managed Service provides access to an experienced team of service delivery and technical services based in the UK. Acting as the single point of contact for clients Accenture manage and co-ordinate all the services that support the three cloud offerings facilitating interactions with third parties as required. Accenture s service specialists, technicians and consultants have: Deployed solutions to 37 NHS Trusts - coordinating client, third party and Accenture teams; Migrated data from legacy systems to Accenture s Medical Imaging offerings; Provided centrally hosted 2 billion medical image archive with no downtime in Accenture s Medical Imaging Managed Service focus on to addressing the critical business needs of medical imaging departments has been addressed by developing Accenture PACS Breast Screening Integration, our light touch breast screening solution. 2. Approach The Services utilise the infrastructure in Accenture s UK Datacentres, approved by the NHS, helping to confirm that all client medical data remains within England and addresses the data privacy and protection requirements for patient data. The infrastructure however, is invisible to the user. Accenture focusses on the delivery of the business requirements of the user and so the Medical Imaging Managed Service focuses on the delivery of a quality end-user experience. Accenture implements its proprietary Accenture Delivery Methodology to deliver the service: Service Introduction ensures the smooth, reliable and cost-effective transition of the client to the existing managed service with the objective that the client and the service organisation are prepared from the first day of the live service. 4

5 Service Delivery helping to confirm that the quality foundation laid by Service Introduction continues during the running of the service. Accenture s Service Delivery Methodlogy provides a consistent approach to the practices of resolving, controlling, measuring and monitoring of the service lines. The Medical Imaging Managed Service organisation is based on; ITIL v3 framework, CMMI for Services and Accenture s proprietary Integrated Delivery Framework. The service provided by Acenture covers all of the key ITIL disciplines required to deliver a high quality managed service. 5

6 The diagram below illustrates Accentures service delivery management organisation. 3. Assets and tools Accenture s Delivery Methodology for Service Delivery Service Management Toolset accessible by users through a web portal Monitoring and Operational Architecture UK delivery centres Accenture UK delivery centres providing a 24x7 service desk and round the clock support of the service from onshore resources. ISO accredited. UK Datacentres Only UK datacentres used for hosting, ensuring all client data remains within England Each data centre utilises highly resilient architectures, tools and security features to ensure that all data remains secure 6

7 4. Expected Outcomes Accenture s Medical Imaging Managed Services provide quality of service and real business value from Cloud and SaaS. The following is the expected deliverable list for each of the Services, though they may change depending on the scope of the Services: Service Level Agreements Accenture s Medical Imaging Managed Service supports service levels in three key areas Transaction Response Times (performance) Service Failures (Incident Response Times) Availability Formal monthly service reports are provided that record the prior month against service level, the status of service penalties, and any key areas of the service agreed with the client that require review or discussion. Service Desk The Service Desk will be the main point of contact for clients and will manage all incidents and requests from the time they are logged to the time they are resolved. Monitoring We will monitor key aspects of system health to proactively prevent system outages. Accenture will use its standard production level infrastructure monitoring that will provide: Active monitoring and; Resource utilisation. The Accenture Operations Bridge will manage the alert monitoring for the infrastructure using BMC Patrol and Windows System Centre Operation Manager and will be the first line of defense with a fully documented set of operational procedures should anything untoward happen. Maintenance We will provide a rolling 12 month release and change schedule maintained by the Accenture change management team. We regularly review and agree this with our clients. Maintenance includes regular security patching and other fixes or patches as recommended to ensure that the service remains availabel, perfroming within service levels and secure. Business continuity Accenture provides a resilient disaster recovery service as part of the service. There will be no single points of failure within our data centres and the solutions. Training Accenture provides ongoing training for: New users and; Alterations to the software in use. Service Delivery Manager Accenture will assign a Service Delivery Manager to manage our relationship with the client and own all the customer aspects of Service Management. As the overall responsible owner of day-to-day management of operations and performance associated with the service, they invest time and effort in building the customer relationship and act as the communication pivot point between the Service Delivery Organisation and the customer. We expect the Service 7

8 Delivery Manager to meet in person, on no less than a monthly basis with more interactions, in person or virtually, as required. The Service Delivery Manager will interact with the Service Delivery Team within Accenture, as required, to ensure that the account meets the managed service commitments to the customer. The Service Delivery Manager will attend the formal monthly service reviews on behalf of Accenture and will also be the prime point of contact to discuss any future plans that may impact the delivered service. 5. Pricing Please refer to the associated Pricing Document relevant for this Service. 6. Contacts Simon Mitchell (Accenture Health & Public Services Sales Lead) Telephone: About Accenture Accenture is a global management consulting, technology services and outsourcing company, with approximately 269,000 people serving clients in more than 120 countries. Combining excellent experience, comprehensive capabilities across all industries and business functions, and extensive research on the world s most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments. The company generated net revenues of US$27.9 billion for the fiscal year ended Aug. 31, We have five industry-focused Operating Groups (OGs) including Health & Public Service, Communications Media & Technology, Financial Services, Products and Resources and these are supported by three Growth Platforms: Management Consulting, Technology and Outsourcing. 8

9 Copyright 2013 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. Copyright 2012 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. 9

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