NUANCE PROFESSIONAL SERVICES Nuance Healthcare Services 2008 Nuance Cmmunicatins, Inc. All rights reserved.
Nuance Healthcare Services 1 INTRODUCTION This dcument describes the prject management methdlgy that will be fllwed by Nuance s Healthcare Services team t ensure a successful custmer prject delivery. This methdlgy incrprates industry best practices which have been refined and field tested n ver 1,000 successful deplyments. 2 ROLES AND RESPONSIBILITIES An imprtant aspect f any prject management methdlgy is a clear definitin f the rles and respnsibilities f everyne invlved in the prject. 2.1 Prject Management Nuance will prvide the fllwing management-related functins where assciated with the Deliverables listed in Sectin 3: (a) Develpment and maintenance f a Prject Plan t encmpass all key activities, Deliverables, and milestnes fr the prject, ( Prject Plan ). (b) Management and crdinatin f all aspects f the discvery, design, implementatin, and deplyment phases fr the Prject in accrdance with the Prject Plan. (c) Crdinatin f all Nuance Prfessinal Services and Training Services with the Custmer prject manager. (d) Management f prject risks, issues, and changes in crdinatin with the Custmer prject manager. (e) Facilitatin f regularly scheduled cnference calls with the Custmer prject manager. (f) Cmmunicatin f prject status regarding milestnes specified belw. (g) Management f the cnsultatin t Custmer regarding testing, deplyment, and use f the Prduct in the Custmer envirnment. (h) Managing the frmal clsure f the prject in crdinatin with the Custmer prject manager n cmpletin f all Deliverables, Prfessinal Services, and Training Services. Nuance Cmmunicatins, Inc. Page 2 f 8
Custmer will prvide a single pint f cntact fr all prject management related activities. These activities include, but are nt limited t, the fllwing: (a) Prmpt reply and any ther requisite actins in respnse t all ntices prvided by Nuance, including ntices regarding prject status against milestnes transmitted t Custmer via e-mail, as well as cmmunicate these updates t Custmer stakehlders. This includes, if applicable, issuing a Crrectins Request during the Review Perid. (b) Prvide timely access t necessary Custmer resurces and persnnel (including third parties cntracted by Custmer) required t execute the services in accrdance with the Prject Plan. (c) Manage all site activities relating t installatin, testing, and deplyment f the Prject. These activities may include the acquisitin, installatin, and testing f all telephny equipment (PBXs, trunks, etc.) and data cmmunicatins equipment (back-end servers, Ethernet cnnectins, etc.), accrding t the cnfiguratin requirements as detailed in the Order. (d) Cmmunicate and apprve any scpe f wrk changes t the Prject s Custmer stakehlders and Nuance. 2.2 Discvery and Design Phase Nuance will be respnsible fr the fllwing during this phase f the Prject: (a) Review the Order and technical requirements with Custmer, and summarize verall system requirements. (b) When applicable, develp interface specificatins representing the initial design fr an interface between the Prduct and the Custmer s infrmatin systems (RIS, HIS, EMR, Chart Tracking/Deficiency). The interface specificatin will be drafted by Nuance fr review and apprval (nt t be unreasnably cnditined r withheld) by Custmer, and may be thereafter mdified by Nuance in a manner that des nt cnflict with the interface specificatin. (c) Cnduct a Prject Planning meeting with Custmer and identify Prject bjectives, scpe, and critical paths. (d) Develp the Prject Plan, cnfirming schedules and dependencies fr implementing, testing, and deplying the Prject. Custmer will be respnsible fr the fllwing during this phase f the Prject: (a) Identify and prvide timely access t all stakehlders with material input t the verall requirements fr the Prject. (b) Attend the Prject Planning meeting and identify the verall requirements fr the Prject. (c) When applicable, review and apprve the interface specificatin and cmplete the integratin verificatin dcument. (d) Prvide cmprehensive and timely review and apprval f the Deliverables including but nt limited t the interface specificatin, integratin verificatin dcument, and Nuance Cmmunicatins, Inc. Page 3 f 8
technical discvery dcument prir t cmmencement f the implementatin phase f the Prject. 2.3 Implementatin Phase Nuance will be respnsible fr the fllwing during this phase f the Prject: (a) Prvide status reprts. (b) Install Prduct in Custmer s envirnment at times designated in the Prject Plan. (c) When applicable, develp the Prduct interface r integratin fllwed by installatin and testing in Custmer s envirnment at times designated in the Prject Plan. (d) Manage and use reasnable effrts t btain apprval f any scpe f wrk change t the Prject. (e) Schedule Custmer ffsite training as defined in the Order. Custmer will be respnsible fr the fllwing during this phase f the Prject: (a) Identify and prvide timely access t all stakehlders with material input t the Prject Plan. (b) Prvide cmprehensive and timely review and apprval f the Prject Plan dcuments prir t cmmencement f the deplyment phase. (c) Prepare the Custmer site including all requirements identified belw. During this perid f time, the Custmer s envirnment is prepped fr the installatin f the Nuance Prduct and Custmer wrks in cnjunctin with a Nuance field service engineer. Custmer is respnsible t: Ensure adequate envirnment (including but nt limited t rm temperature, seismic bracing and secure envirnment). Determine strage fr equipment upn arrival and deliver all required equipment t the staging area t be unbxed and inventried with the Nuance field service engineer. Prvide all pwer required including pwer fr UPS and peripherals. Prvide static IP addresses fr all servers. Install all required telephne lines t supprt any f the fllwing: Telephny Server, Fax Server, SOS, Remte Access, analg vice prts. When applicable, install rack(s) with adequate space fr all hardware, install backup sftware and UPS. If nt purchasing hardware frm Nuance, install and cnfigure all servers, wrkstatins, switches, KVM, etc., per the minimum r preferred specificatins. If purchasing hardware frm Nuance, cnnect all cables including netwrk switch with patch cables t servers and keybard, vide, muse (KVM), etc. Verify that all requirements are cmplete prir t physical installatin. (d) Assist in physically racking the servers, ensuring netwrk cnnectivity and installing client sftware (including remte lcatins) as needed. Nuance Cmmunicatins, Inc. Page 4 f 8
(e) Participate in an verview n trubleshting system prblems. (f) When applicable, arrange fr PACS vendr t be nsite fr the physical installatin f wrkstatins. (g) When applicable, test interface r desktp integratin accrding t the test plan. (h) Prvide access t the Custmer s backend systems frm designated Nuance ffices (including assciated telephny charges), fr installatin, cnfiguratin and testing purpses, including access t any data required fr implementatin and testing f the Prduct. (i) Attend ffsite training as defined in the Order. (j) Once administrative training is cmplete, cnfigure Prduct t meet Custmer wrkflw requirements. 2.4 Deplyment Phase Nuance will be respnsible fr the fllwing during this phase f the Prject: (a) Crdinate deplyment initiatives with Custmer as identified in the Prject Plan. (b) Deliver training as specified in the Order and fllwing the apprved training agenda and training schedule agreed upn in the Prject Plan. (c) Oversee a cntrlled deplyment f the Prject thrughut the deplyment phase and accrding t schedules defined in the Prject Plan. Custmer will be respnsible fr the fllwing during this phase f the Prject: (a) Crdinate and assure designated persnnel availability fr training as defined in the Prject Plan. (b) Prepare training envirnment as defined in the Prject Plan. 2.5 Transitin Phase Nuance will be respnsible fr the fllwing during this phase f the Prject: (a) Cntinue t cnduct regular status meetings and reslve issues thrugh the Review Perid. (b) Develp a maintenance hand-ff dcument, cnfirming pertinent system cnfiguratin numbers and ther infrmatin useful fr mving Custmer t Maintenance Services. Custmer will be respnsible fr the fllwing during this phase f the Prject: (a) Attend regular status meetings and wrk with Nuance t transitin t Maintenance Services. (b) Receipt f maintenance hand-ff dcumentatin and mvement t Maintenance Services. Nuance Cmmunicatins, Inc. Page 5 f 8
2.6 Aftercare Services This sectin nly applies t an EXSpeech New Installatin r EXSpeech 5.2 Upgrade. Aftercare Services are defined as cnsulting services prvided by Nuance t ensure the EXSpeech implementatin is ptimized fr the Custmer s current envirnment. These services are prvided by an Aftercare Cnsultant wh will be engaged prir t g-live, and fr a perid up t 90 days pst-g-live. Fllwing this 90-day perid, Custmer s transcriptin department leader will be equipped t cntinue the EXSpeech ramp by applying the tls, techniques and knwledge gained frm wrking with the Aftercare Cnsultant. Aftercare Services are applicable fr EXSpeech New Installatin r EXSpeech 5.2 Upgrade nly. Nuance will be respnsible fr the fllwing: (a) Develp/review the EXSpeech discvery. (b) Develp the EXSpeech vlume analysis. (c) Cnfigure EXSpeech prviders fr cllectin and analysis f cllectin prgress. (d) Facilitate regular cnference calls with the Custmer transcriptin team. (e) Cmmunicate speech cllectin status regarding Deliverables specified belw. (f) Cmmunicate dictatin vlume and transcriptin utput as it impacts transcriptin prductivity gains with EXSpeech editing. (g) Deliver additinal medical transcriber training and/r medical transcriber fllw-up as specified in the Order and fllwing the apprved training agenda and training schedule. Custmer will be respnsible fr the fllwing: (a) Prvide dictatin and transcriptin vlume as requested by the Aftercare Cnsultant. (b) Attend regular status meetings and wrk with the Aftercare Cnsultant t ramp speech vlume. (c) Crdinate and assure designated persnnel availability fr training as defined in the Aftercare training plan. (d) Prepare training envirnment as defined in the Aftercare training plan. (e) Maintain EXSpeech system t ramp additinal speech vlume and imprve accuracy. Nuance Cmmunicatins, Inc. Page 6 f 8
3 DELIVERABLES The fllwing sub-sectins describe Deliverables t be prvided by Nuance t Custmer. Items identified by the symbl indicate the dcument is fr infrmatinal purpses and items identified by the symbl indicate the dcument requires frmal apprval in the frm f e-mail ntificatin r Custmer signff, as set frth in each dcument. 3.1 Discvery and Design Phase Deliverables (a) Implementatin verview (b) Interface specificatin, when applicable (c) Prject Plan 3.2 Implementatin Phase Deliverables (a) Status Reprts 3.3 Deplyment Phase Deliverables (a) Training materials and dcumentatin regarding use f Prduct 3.4 Transitin Phase Deliverables (a) Maintenance hand-ff dcument 3.5 Aftercare Deliverables by Phase This sectin nly applies if Aftercare Services have been purchased by Custmer. (a) Discvery and Design Phase Deliverables i. EXSpeech vlume analysis ii. EXSpeech data analysis (new installatin nly) iii. EXSpeech peratinal plan (new installatin nly) (b) Implementatin Phase Deliverables i. EXSpeech training plan ii. EXSpeech resurce planner (new installatin nly) (c) Deplyment Phase Deliverables i. Training materials and dcumentatin regarding use f Prduct ii. EXSpeech prductivity reprt (d) Transitin Phase Deliverables i. EXSpeech clsing summary Nuance Cmmunicatins, Inc. Page 7 f 8
4 PROJECT PHASES The fllwing table summarizes the activities, deliverables, and respnsible parties fr each f the fur prject delivery phases. Item Activity/Deliverable Respnsible Party Discvery and Design Phase 1. Order review and basic prject crdinatin Custmer, Nuance 2. Discvery/Technical meeting Custmer, Nuance 3. Interface design specificatin / integratin verificatin dcument (when applicable) Custmer, Nuance 4. Prject Planning meeting Custmer, Nuance 5. Delivery f implementatin verview, technical Nuance planner, technical discvery dcument, Prject Plan and interface specificatin (when applicable) Implementatin Phase 6. Prduct ships Nuance 7. Develpment f the prduct interface (when applicable) Nuance 8. Offsite administrative training (when applicable) Custmer 9. Site preparatin Custmer 10. Installatin, cnfiguratin, and functinal test Custmer, Nuance 11. Testing Custmer, Nuance 12. Delivery f status reprts Nuance Deplyment Phase 13. Delivery f nsite training (when applicable) Custmer, Nuance 14. First Prductive Use Custmer 15. Review Perid begins (as f First Prductive Use) Custmer 16. Delivery f training materials and dcumentatin regarding use f Prduct Transitin Phase 17. Transitin t Maintenance Services and Aftercare Services when applicable Nuance Custmer, Nuance 18. Delivery f maintenance hand-ff dcument Custmer, Nuance Nuance Cmmunicatins, Inc. Page 8 f 8