Alert Management System for Human and System Integration

1

Alert Management System for Human and System

Integration

Dickson K.W. ChiuSenior Member, IEEE

[email protected], [email protected]

Alert-based Process Integration 2

Introduction Strategic Information Systems

help organizations do things better and to win aligned with business goals and strategies

Alerts - urgent / critical messages Alert Management System (AMS)

Routing, monitoring, and logging the alerts Find suitable attention / services dynamically

Directive 1 - Highly competitive and dynamic Active and timely response to business events for management

decisions Timely and effective communications and coordination of personnel

(esp. management) Business processes integration with stringent urgency requirements

(within the enterprise and with business partners) Directive 2 - Service excellence

Service-oriented economy Quality value-added services provided over the Internet (e-Services)


Project Background Motivated by exception handling requirements in workflow

management systems (WFMS) D.K.W. Chiu, Q. Li and K. Karlapalem. A Meta Modeling Approach

for Workflow Management System Supporting Exception Handling. Information Systems, 24(2):159-184, 1999.

D.K.W. Chiu, Q. Li and K. Karlapalem. Web Interface-Driven Cooperative Exception Handling in ADOME Workflow Management System. Information Systems, 26(2):93-120, 2001.

D.K.W. Chiu, K. Karlapalem, Q. Li and E. Kafeza. Workflow Views Based E-Contracts in a Cross-Organization E-Service Environment. Distributed and Parallel Databases, Kluwer Academic Publishers, 12(2-3):193-216, 2002.

S.C. Cheung and D.K.W. Chiu. Cross-Organizational Process Exceptions. RGC Grant (HKUST 6170/03E)

Capture the essences of workflow development and management methodology

Light-weight system integration platform


Recent Research on This TopicFocus on B2B e-Services D.K.W. Chiu, Benny Kwok+, Ray Wong+, E. Kafeza and S.C.

Cheung. Alert Driven E-Services Management, 37th Hawaii International Conference on System Sciences (HICSS37), Jan 2004, (BEST PAPER AWARD, Decision Technologies Track). (+PTMSc student)

Focus on medical applications D.K.W. Chiu, Benny Kwok+, Ray Wong+, E. Kafeza, S.C. Cheung,

and M. Kafeza. Alert Driven Healthcare Process and Data Integration, IEEE HICSS37, Jan 2004. (+PTMSc student)

Journal version: conceptual model / management of medical personnel

E. Kafeza, D.K.W. Chiu, S.C. Cheung, and M. Kafeza. Alerts in Mobile Healthcare Applications: Requirements and Pilot Study, IEEE Transactions on Information Technology in Biomedicine, 2004, to appear.


Case Study – Medical House-call System

Both human and computerized systems are involved Business partners different degree of computerization Web Services supports both type of interaction in a unified

framework

Web Services


Use Case Diagram

Both human and computerized systems are involved Business partners different degree of computerization Web Services supports both type of interaction in a unified

framework

Nurse / Helper

DoctorPatient

Make House Call

Find Doctor for Notification

Confirm Doctor and Patient

Report Absence of DoctorHandle Absence of Doctor

Find Administrative Staff

Payment

Find Nurse / Helper

Request Help

Finish Consultation

Send Information

Update Doctor Status

Call Center

Administrative Staff

Report Updated Status


Overall Approach Objective: robust, efficient, cost effective, simple, and user

friendly AMS to improve communications Detailed requirements were elicited and formulated into an

alert conceptual model Sketched an overall system architecture Worked out the detailed mechanisms for each components

of the system Alert management policies from business goals and

strategies could be adapted to handle various situations Prototyping with phases:

establish a computerized call center to manage all the alerts, replacing the current manual system

extend the system to connect to business partners to form a service grid

include further intelligence into the system, e.g., advanced capability reasoning, scheduling with mobile location dependent information, service negotiation, integration with traffic routing


Role of Alerts in Strategic IS

Strategic Information Systems and Workflows

Event /Exception Handling

Information /Process

Requirements

Alerts Managed by AMS

Web Services and Mobile Devices

What are Alerts? 3R – retry, reroute, reassign Different from general events, alerts

have more specific attributes, e.g., urgency and process requirements.

Different from exceptions, they need not relate to abnormal behaviors.

asynchronously received through business events / exceptions / incoming requests

synchronously generated by internal business application

handled by the AMS by requesting services from:

internal information systems management / human attention external e-Service providers


Alert Conceptual Model (UML Class Diagram)

Schedule

Response

Flexible Task

Role

1..*

require

Specific Task

1..*

Human1..*1..*Web Service

Provider

Agent

0..n

1

0..n

11..*1..*

Capability Profile

11

specify

Devices* 1..** 1..*

Service Access Points1..*1..*

Alert

0..1

1

0..1

1

0..*0..*

send send

AMS Task

0..*1 0..*1


Alert Life Cycle

Send alert

Log Alert

Check if response received by deadline

Check if service performed upon service due

Find matching service provider

Generate new alert to admin staff

[ no ]

Increase Alert Urgency

[ no ]

Determine device / web service access point

[ yes ]

[ yes ]

[ flexible task ]

[ specific task ]/ personnel


Alert Urgency Elevation Defining the policies according to which the

urgency of the alert will be “elevated” Example

dtdtdtTdtdtT CriticalVery

dtdtTdtT Critical

dtTTt Very Urgen

(default) T Urgent

)(002

32121

211

1

t

t

t

t

tU

Urgency Level Action

Urgent default – notify the selected agent

Very Urgent Submit a second alert to the same agent, notifying about the approaching deadline

Critical Redirect the alert to another agent that has the best response time

Very Critical Send the alert to several agents and accept the results of the one that response first, notify an administrator


System Architecture

Database

ApplicationLogic

Alert Management

System

Web / WAP Access

Ale

rt

Web Service Server

XSLT ProcessorWeb Front -end

Ale

rt

Web Services Programmatic

Access

Public UDDIRegistry

Alert

Triggered Action

Alert Input

XSLT Style Sheets

Desktop Laptop PDA Mobile

Patient Doctor Nurse/Helper

Call Center

Administrative Staff

HospitalsMedicalPartners

Internet

Medical House -Call System


Detail System Architecture

Database

The Outgoing Alert Monitor

Process / AlertDefinition Module

Alert Management System (AMS)

Process Execution Module

alerts

Role Matching Module

Urgencies Strategy Definition Module

Service ProviderMonitoring Module

Incoming Alerts

Inco

min

g A

lert

Mo

nito

r

Outgoing Alerts

Re

spo

nse

of

Inco

min

g A

lerts

Web ServicesServer

AMS

Web Server

Counterparty

AMS

Web Server

Counterparty

AMS

Web Server

Web ServicesProvider

Internet

Responses for Outgoing Alerts

Incoming Alerts

Responses for Incoming Alerts

ICQ, SMS, Email alerts

Use

r Inte

rface

Medical House-Call System Workflow and Application Logic

Web, WAP, SMS, email reply

ExecuteAlert Handlers Create

Alerts

Call CenterPersonnel

Human Service Providers


Sample Screen – Doctor Selection


Sample Alert AcknowledgementUser Interface


Alert Web Services Summary Service Name: requestAlert

Input: AlertID, RequestorID, AlertMessage, Roles, Urgency, ResponseRequired ( TRUE | FALSE ), Deadline

Response: AlertID, ServicePartnerID, Ack (Confirmed | Denied | Deferred), ResponseMessage, AlertReceiptTime

Service Name: cancelAlert Input: AlertID, RequestorID Response: Ack (Confirmed | Denied | Deferred )

Service Name: checkAlertStatus Input: AlertID, RequestorID Response: Alert Status

Service Name: listActiveAlerts Input: (TaskID | ServicePartnerID),, RequestorID Response: List of pending alerts associated

Service Name: receiveDeferredResponse Input: Item AlertID, ServicePartnerID, ResponseMessage,

AlertReceiptTime Response: Ack (Confirmed, NotConfirmed )


Applicability –Workflow of the Call Center

Receive / enter call

Call ambulance

Find doctor

Find nurse

[ nurse required ]

Contact hospital

Gather patient record

Send patient record

Order medicine for patient

Perform House Call

Send patient to hospital

Billing

[ Hospitalization requested / required ]


Applicability – Example Workflow for Data Integration

Get sources for medical claims from insurance company

Request patient records from doctors

Request drug history from phramacies

Request patient records from hospitals

Combine the records


Applicability – Status Monitoring


Sample Screen – Doctor Selection


Applicability to Strategic IS – Business Process Improvement

AMS is a unified platform supporting operational, tactical, and strategic decision making

seek different level of attention depending on alert’s nature alert “elevation”

Improves communications and coordination of management / personnel

Anytime anywhere multi-platform alerts for management decisions

Right person at right time with right information Automatic retry of calls and routing Accountability - logging and monitoring Mobile workforce management

Captures management knowledge and experience Alert management policies Addressing urgency requirements Avoiding errors and help handle exceptions


Applicability to Strategic IS – Service Improvement

Improves e-Services provision Automation of call center which is a bottleneck in the

whole e-Service process

Productivity improvement and cost reduction Clients / partners can request service via Web, mobile

devices, and even an emergency button Timely services

Business partners & service personnel form a service grid

B2B system integration - convergence of disparate business functionalities

Increase in business opportunities Relationships improvement

more “transparent” business process operations quality services


Evaluation by Medical Professionals

AMS Advantages Make sure that an alert can reach the person who has

to be notified The inclusion of multiple mobile devices and platforms

helps both the medical professions and the patients The implementation of an urgency policy that uses

concurrently multiple devices to communicate the alert can increase the probability to inform the person on time

An automated alert can make sure that the information is passed accurately and completely

Capability to choose the kind of received information, reception devices, and desired time slots

Infrastructure Benefits Total solution healthcare chain workflow integration Save much paper work and administration guides call center operators to choose the right medical

professionals to minimize possible specialty mismatch


Ongoing Related Research – Cross-organizational Process Management

Follow-up Research Question: What (and when) are urgent / exceptions? How important / urgent are they?Advance match-making

An ER^EC Framework for e-Contract Modeling, Enactment and Monitoring, Data and Knowledge Engineering, accepted.

Workflow View Driven Cross-Organizational Interoperability in a Web Service Environment, Information Technology and Management, 5(3/4):221-250, 2004.

Systematic Interaction Management in a Workflow View Based Business-to-business Process Engine, HICSS38

Developing Workflow-based Information Integration (WII) with Exception Support in a Web Services Environment, HICSS37, Jan 2004

An Architecture for E-Contract Enforcement in an E-service Environment. HICSS36, Jan 2003 (best paper nominee, journal version submitted to Information Systems)


Ongoing Related Research – m-Services (IS availability, adaptability)

A Three-Tier View Methodology for adapting M-services, IEEE Trans on System, Man & Cybernetics, Part A, 33(6):725-741, Nov 2003.

Business process adaptation at all 3-tiers based on platform capability with views

front-end user-interface view application logic / process (workflow) view back-end database view

Conceptual model and implementation framework Formal consistency criteria for adaptation Service negotiation case study Research Direction

location dependent services Alerts applied for multi-platform notification Agent-based (mobile) workforce management

H.F. Leung, D.K.W. Chiu & S.C. Cheung RGC Grant CUHK 4190/03E Wrapper for existing Web sites to become e-/m-services

Integrating Heterogeneous Web Services with WebXcript, COMPSAC 2003, Nov 2003. (*FYP students) (Journal version accepted IJ Coop IS)


Ongoing Related Research – Agent based Computing

Agent-based (mobile) workforce management H.F. Leung, D.K.W. Chiu & S.C. Cheung RGC Grant CUHK

4190/03E A Multi-Agent Infrastructure for Mobile Workforce

Management in a Service Oriented Enterprise, HICSS38, Jan 2005

A Multi-Modal Agent Based Mobile Route Advisory System for Public Transport Network, HICSS38, Jan 2005

Legal Issues in Agents for Electronic Contracting, HICSS38, Jan 2005

Constraint-based Negotiation in a Multi-Agent Information System with Multiple Platform Support, HICSS37, Jan 2004.

Workflow Management Systems as Meta-Agents in a Multi-Agent Information System. AOIS-2001, June 2001.


Ongoing Related Research – CRM and Enterprise Content Management

An Event Driven Approach to Customer Relationship Management in an e-Brokerage Environment. HICSS36, Jan 2003. (FYP) (Journal version conditionally accepted to Decision Support Systems)

Turn knowledge into actions Complaints, abnormal transactions, (changes in)

customers’ behavior => alerts An Integrated Web Services Architecture for Financial

Content Management, HICSS37, Jan 2004, (best paper nominee). (PTMSc project)

Timeliness requirement of financial content approval and distribution

Privacy and Access Control in Financial Enterprise Content Management, HICSS38, Jan 2005

S.C. Cheung and D.K.W. Chiu. A Watermarking Infrastructure for Enterprise Document Management, HICSS36, Jan 2003.


Ongoing Related Research – Negotiation Support Systems

D.K.W. Chiu, S.C. Cheung, P.C.K. Hung, S.Y.Y. Chiu* and K.K. Chung*. Developing e-Negotiation Process Support with a Meta-modeling Approach in a Web Services Environment, Decision Support Systems, accepted. (*FYP students)

Meta-model applicable for 3 kinds of e-Negotiation process(1) Bargaining (2) Auction (3) Request for Proposal

Implementation framework with Web services (FYP prototype) Focus on technology support for effective negotiation Alerts for offer / bid notification Constraint-based Negotiation in a Multi-Agent Information

System with Multiple Platform Support, HICSS37, Jan 2004. On e-Negotiation of Unmatched Logrolling Views, HICSS36,

Jan 2003 (best paper nominee). (journal version under revision for JMIS)

Facilitating e-Negotiation Process with Semantic Web Technologies, HICSS38, Jan 2005


Conclusions A conceptual model for specifying alerts based on

the requirements of business processes and a set of routing parameters

A mechanism for (re-)routing alerts and increasing their urgency when alerts are not acknowledged or processed within deadline

A practical architecture for the AMS based on contemporary Web Services and mobile technologies – supports human and programmatic interfaces

Flexible, reusable, light-weight AMS plugged into other systems

Looking for research collaborations (esp. domain knowledge, say, logistics, tourism) for cross-disciplinary research in more depth and wider scope

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Alert Management System for Human and System Integration

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