Proprietary and Confidential to Eliza Corporation. Copying or distribution by any method is prohibited without prior authorization from Eliza Corporation

HEALTH  DATA  MANAGEMENT  IN  THE  CLOUD      OR    

EVERYTHING  I  KNOW  ABOUT  TECHNOLOGY  PROJECTS  I  LEARNED  FROM  WATCHING    

STAR  TREK  RE-­‐RUNS  

Proprietary and Confidential to Eliza Corporation. Copying or distribution by any method is prohibited without prior authorization from Eliza Corporation 2  

 Topics    

v  Context  –  Background  on  Eliza  v  Eliza’s  Experience  with  AWS  v  Lessons  Learned  v  Q&A  

 

Proprietary and Confidential to Eliza Corporation. Copying or distribution by any method is prohibited without prior authorization from Eliza Corporation 3  

Automated,  interacDve  outreach  that  uses  data-­‐driven  approaches  to  engage  people  in  conversaDons  that  drive  

healthier  behavior.      

Our  clients  measure  it  in  terms  of  healthier,  beKer  informed  members  resulDng  in  improved  clinical  outcomes,  reduced  

costs,  increased  revenues,  and  higher  brand  loyalty.        

Proprietary and Confidential to Eliza Corporation. Copying or distribution by any method is prohibited without prior authorization from Eliza Corporation

Delivering  the  highest  levels  of  performance  and  flexibility    

Proprietary and Confidential to Eliza Corporation. Copying or distribution by any method is prohibited without prior authorization from Eliza Corporation 5  

Unique  and  predicQve  data  assets  

B E N C HM A R K   P E R F O RM A N C E  

S E G M E N T   P O P U L A T I O N    

P R E D I C T   B E H A V I O R  

I D E N T I F Y   A R E A S   F O R   I M P R O V E M E N T    

Proprietary and Confidential to Eliza Corporation. Copying or distribution by any method is prohibited without prior authorization from Eliza Corporation 6  

 Current  CharacterisQcs  and  Trends    

v  Current  CharacterisDcs  o  MulD-­‐channel,  rules  driven,  member  centric  o  High  volume,  with  significant  variability/bursts  o  Tight  integraDon  with  customer  systems  and  processes  o  Very  high  expectaDons  for  quality,  responsiveness,  upDme  

v  Trends  and  Demands  o  Eliza,  customer,  and  now  third  party  data  o  3600  member  views,  flexible  dashboards,  benchmarking  o  The  what  AND  the  who  o  ConDnued  high  growth  with  higher  expectaDons….  

 

Proprietary and Confidential to Eliza Corporation. Copying or distribution by any method is prohibited without prior authorization from Eliza Corporation 7  

Memories….  

Contact  Manager  

SBC  

Phone  Switch  

ESR  

User  Jobs  Server  

Report  Server  

Member  MGR  

Job  Init  Service  

Tran

scrib

er  

Rules  Engines  

ApplicaQon  Coordinator  

Names    

NAS    

Call    Host  

Call    Host  

Call    Host  

Call    Host  

User  Jobs  

App  Code  Deploy  Server    

App  Ext.  EID  

ApplicaQons  

WAVs  Logs  

Invite  

Invite  

Sessions  

Inbound    Invite  

Refer  (ext+uid)  

Refer  

inbound  Invite  With  app  info  (parameters  

Voice  

Sessions  

Cube  Procs  

Data  Extract  System  

Portal  Cube  

AnalyQc  Cube  

Billing  Cube  

Web  Service  

App  Framework  Web  Services  

config  config   App  Coordinator  Web  Services  

Sessions  

User  Jobs  

Voice  

Sessions  Data  

Portal/ReporQng  

DES  Tool  

Billing  Tool   AnalyQcs  

Report  Extracts  

Batch  Input  

Real  Time  Input  

network  

MEP  Bulk  Email  

Call  Data  

TTS  Prompt  Request   Prompt    

Engagement  Engine  

Data  Warehouse  

Staging  

User  Data  Files  

Sessions  Wave  

Prompt  Recording  (Sputnik)  

Prompt    

NAT  

Higgins  

DFs   DFs  DFs  

SS01  

Tumbleweed  

AS2  

ED  SVC.  

ED  repository  

ESR  Config  SVC.  

RTNS  

MQ  

Telco  config  

TBD  

Names  Blacklist  

Transfer  DB  

PGP  PGP1  

User  Data  

User  Data  

User  

Config  

Proprietary and Confidential to Eliza Corporation. Copying or distribution by any method is prohibited without prior authorization from Eliza Corporation 8  

Eliza’s  Plaaorm  on  AWS  -­‐  Goals  

v  Simplify  delivery  of  real  Dme  operaDons  reporDng  and  alerDng  v  Support  flexible  reports  and  analyDc  dashboards  

o  Rapid  creaDon  of  new  views,  alternaDve  formats,  adding  and  removing  filters,  measures,  etc.  o  AddiDon/placement  of  widgets  for  threshold  se^ng,  date  selecDon,  case  management,  other  funcDons  

o  Flexible,  extensible  data  model  o  Member  centric  profiles  o  Import,  storage,  and  management  of  both  Eliza  and  non-­‐Eliza  data  o  “3600  paDent  view”  

v  Improved  security  and  reliability  o  Data  fully  encrypted  in  transit  (SSL)  and  at  rest  (256  bit  AES)  without  sacrificing  performance  o  Fewer  systems,  fewer  hands/eyes  on  data,  wide  area  data  replicaDon  in  real-­‐Dme  

v  Improved  quality  of  interacDons  

Proprietary and Confidential to Eliza Corporation. Copying or distribution by any method is prohibited without prior authorization from Eliza Corporation 9  

Eliza’s  Plaaorm  on  AWS  

Availability Zone A Availability Zone n

Eliza Services(Metras)

Auto Scaling VM’s Auto Scaling

VM’s

Amazon DynamoDB

Amazon Simple Queue Service

Amazon Simple Storage Service

ELB with SSL Termination

Virtual Private Gateway

Internet Gateway

Internet

Eliza  Call  Host  Cloud

Web Service Client

FTP Server

Management Tools

Eliza Services(Metras)

Eliza PhD

Eliza  Corp  Architecture  Diagram  –  Service  Level  View

Amazon Route 53DNS

Encrypted Data Stores

Cloud

 Boundary

Private  Subnet Private  Subnet

Redshift Cluster

Redshift Cluster

Key

EC2 Instance

HTTPS  Connection

Proprietary and Confidential to Eliza Corporation. Copying or distribution by any method is prohibited without prior authorization from Eliza Corporation 10  

Member  profile:  complete  contact  drilldown  

Proprietary and Confidential to Eliza Corporation. Copying or distribution by any method is prohibited without prior authorization from Eliza Corporation 11  

Member  profile:  drilldown  into  specific  outreach  details  

Proprietary and Confidential to Eliza Corporation. Copying or distribution by any method is prohibited without prior authorization from Eliza Corporation 12  

AcQve  Monitoring  soluQon  tracks  projected  gap  closures  

v  Offers  insight  into  member  behavior  beyond  tradiDonal  claims  data  

v  Member-­‐level    v  A^tudes  v  MoDvaDons  v  Barriers    

v  Clearly  idenDfies  non-­‐compliant  members  who  can  -­‐  with  a  liKle  extra  encouragement  -­‐  close  gaps  

Proprietary and Confidential to Eliza Corporation. Copying or distribution by any method is prohibited without prior authorization from Eliza Corporation 13  

OperaQonal  Metrics:  Outages,  Bugs,  and  Costs,  Oh  My….  

Proprietary and Confidential to Eliza Corporation. Copying or distribution by any method is prohibited without prior authorization from Eliza Corporation 14  

 Lessons  Learned    

v  Technology  v  People  and  Process  v  Vendors,  Contracts,  and  Costs  v  Customers  

vs.  

Proprietary and Confidential to Eliza Corporation. Copying or distribution by any method is prohibited without prior authorization from Eliza Corporation 15  

 Lessons  Learned    

v  Technology  o  The  sojware  is  the  infrastructure  o  Architecture:  design  for  failure  o  The  benefits  of  frequent,  early  mistakes  o  Distributed  data  is  “eventually”  consistent  o  Data  access  paKerns  (really)  maKer  o  Some  cloud  services  are  more  equal  than  others  o  Pay  close  aKenDon  to  the  roadmap  of  the  vendor  you  choose  

Proprietary and Confidential to Eliza Corporation. Copying or distribution by any method is prohibited without prior authorization from Eliza Corporation 16  

 Lessons  Learned    

v  People  and  Process  o  Agile  and  DevOps  o  Vendor  training  programs  are  actually  preKy  good  o  Not  all  tech  staff  will  be  willing  or  able  to  make  the  move  (especially  in  IT  and  SQL  areas)  o  Spend  more  Dme  than  you  think  you  need  to  on  architecture    o  Spend  more  Dme  than  you  think  you  need  to  explaining  the  vision,  and  the  roles  and  responsibiliDes  needed  

to  get  there  

Proprietary and Confidential to Eliza Corporation. Copying or distribution by any method is prohibited without prior authorization from Eliza Corporation 17  

 Lessons  Learned    

v  Vendors,  Contracts,  and  Costs  o  Amazon  does  not  negoDate….  o  But  price  is  not  an  issue,  its  come  down  nineteen  Dmes  since  we  started  the  project….  o  ….but  other  terms  can  be  an  issue  o  You  will  be  required  to  use  dedicated  instances  o  If  you  have  exisDng  vendors,  be  prepared  for  squirrely  behavior  o  Feed  your  inner  bean  counter  

Proprietary and Confidential to Eliza Corporation. Copying or distribution by any method is prohibited without prior authorization from Eliza Corporation 18  

 Lessons  Learned    

v  Customers  o  Actually  more  open  to  the  idea  than  we  thought  o  But  they  expect  that  you’ve  done  your  homework  o  Many  will  require  a  deep  dive  review  on  your  architecture,  security/privacy  controls,  audits,  and  DRP  o  Cloud  ops  must  be  integrated  into  your  informaDon  security  management  system,  just  like  in-­‐house  

resources  o  Be  prepared  to  address  reports/headlines  about  provider  outages  o  Be  prepared  to  answer  the  price  discounDng  quesDon  

Proprietary and Confidential to Eliza Corporation. Copying or distribution by any method is prohibited without prior authorization from Eliza Corporation 19  

Epilogue