Services Description
GPSoC Service Name
HealthShare AppServer Plus
GPSoC Service ID
ISC-HS-ASPLUS
Service Overview
HealthShare AppServer Plus service allows the information in the virtual patient
record held by the HealthShare Information Exchange, to be stored and aggregated
across all patients.
All aspects of the patient record can be loaded, persisted and analysed. Key elements
such as coding systems are normalised at this point (if they have not been normalised
before). Additionally AppServer Plus will assess the quality of the data received,
such as missing values, invalid values or nonsensical values. This information can
then be analysed and loaded into business intelligence packages including the
integrated analytics model, shown in Figure 1.
Figure 1 - HealthShare AppServer Plus
Information can be used to better manage health and care delivery across the
population. High-risk patient groups can be identified and fed back into the
HealthShare Information Exchange in the form of patient programs. Populationbased trends can be identified and monitored and quality metrics produced relating to
local care delivery. Dashboards can be created based on the underlying information
and/or the quality metrics to provide user groups with insight to drive appropriate
action. The information and analysis is available for incorporation into local
workflows. For instance workflows in the HealthShare Information Exchange can
make use of this information to better drive notification of events and information to
the appropriate local teams and solutions.
(Please note that HealthShare Information Exchange (HIE) is a prerequisite for
AppServer Plus).
Case Studies
For appropriate case studies please contact InterSystems, or alternatively,
please see InterSystems Website for details of case studies in this service area.
Support
Support Arrangements
Support for the HealthShare packaged services is provided directly by InterSystems.
InterSystems approach to support is based on delivery of processes and procedures in
accordance with Information Technology Infrastructure Library (ITIL) best practices,
a philosophy of “Continuous Improvement”, and root-cause analysis with the aim of
reducing the level of calls to the Service Desk whilst improving customer
satisfaction.
Services are provisioned by combining a proactive and reactive approach. Events are
continuously monitored and alerts are automatically generated in order to avoid
potential future problems.
Helpdesk Arrangements
InterSystems Help Desk is staffed by UK based personnel and forms part of the
InterSystems Worldwide Response Centre (WRC), a global network of regional
centres with extensive expertise across the product portfolio. The organisation is
comprised of teams of individuals working together to provide support services that
InterSystems customers require. The Help Desk is located in Eton at the
InterSystems UK headquarters and will serve as the main point of communication for
NHS organisations.
The Service Centre maintains a structured approach to application support services
based upon an ITIL V3 compliant methodology and provides a single point of
contact for the control and management of all issues relating to the collaborative
working applications being supported. The Service Centre is managed and supported
by the appropriate mix of specialists required to support a managed service operation
for customers.
The Worldwide Response Centre (WRC) is available by phone, e-mail, and online
24x365 to provide product support to HealthShare clients who subscribe to support
services. Guaranteed response is 30 minutes and at least 75% of all contacts are
immediate. Clients determine the priority (Crisis, High or Medium) and requests are
not closed without client permission. Clients rate the WRC staff 9.8 out of 10 for
courtesy and professionalism.
The WRC meets ITIL best practices and provides Incident Management, Problem
Management, Change and Release Management. Specific Service Level Agreements
are determined for clients based on their requirements contracts.
All incidents, service requests, problems, and change requests, regardless of which
component they affect, are managed using the Service desk application. When an
incident (an event that negatively impacts the service to the user) is reported to the
Service Desk, a new incident ticket is opened and an investigation triggered. The
initial focus of the investigation is always to resolve the incident and return the
portion of the affected system to normal operation.
In the event an incident requires a deeper level of investigation, a problem incident
may be triggered and a Root Cause Analysis performed. In cases where a Problem
investigation is warranted, the Service Desk application will again be used to record
investigation activity. This allows the customer visibility into every step of the
resolution process. Only when the customer has confirmed that the problem has been
resolved to their satisfaction, will the Service Desk ticket will be closed. Once
closed, the problem record forms part of a searchable database, to aide in future
problem investigations/resolution.
Help Desk Response Time / Incident Fix Times Standard:
Incident Category
Response Time
Resolution or Provision of a
workaround
15 mins
30 mins
2 hours
1 day
1
2
3
4
2 hours
4 hours
2 days
Next New Version
Table 1 - Help Desk Response Time / Incident Fix Times Standard
Service Availability
Clients that manage their own systems can achieve at least 99% uptime, excluding
planned outages, if they implement our recommended configurations and follow
systems management best practices.
Where selected, InterSystems’ hosted service offering provides a minimum of 99%
uptime excluding planned outages that are agreed with the client 30 days in advance.
Contractual Remedies
Specific Service Level Agreements and related remedies, such as credits for service
failures and termination options, will be included in Call Off contracts with each
client.
Customer Satisfaction
The InterSystems Worldwide Response centre boasts an unrivalled track record of
customer satisfaction, having achieved an average of 98% overall satisfaction rating
since 2001. This has been derived from customer satisfaction feedback, provided by
thousands of InterSystems customers and responded to by tens of thousands of end
users.
A formal governance mechanism for escalation of satisfaction issues will be agreed
and regular management reviews may take place, over and above the monthly service
review meetings.
CLIENT
PRIORITY
Escalation
CRISIS
HIGH
MEDIUM
Immediate
verbal
notification to
all
appropriate
senior
managers by
the director of
client
support.
Immediate
automated
notification to
senior
management.
Immediate automated
notification to WRC
management.
Table 2 - Escalation Governance
Simple satisfaction surveys are automatically generated for the designated customer
contact upon closure of every incident within the Service Desk application. The
“simple” survey inquires as to whether or not the incident was resolved to the
customer’s satisfaction (Yes/No) and whether or not they have any additional
feedback to share. Comprehensive satisfaction surveys are also automatically
generated on a random selection of incidents. The InterSystems executive team
meets formally on a weekly basis to review customer satisfaction and address issues
of service delivery and/or service support. Low or “unsatisfied” results automatically
trigger instant management alerts that will result in a detailed internal review and
subsequently; a follow up process with the customer is initiated. More
comprehensive satisfaction surveys will be conducted throughout the service
management lifecycle, for the duration of the contract, as agreed with the customer.
Dependencies
Service Dependencies

A prerequisite for AppServer Plus is to have the HealthShare Information
Exchange (HIE) installed and configured. AppServer Plus pulls data from the
Health Exchange.

The customer must ensure that all end-point production and test systems are
actively available at all times as required by InterSystems and mutually
agreed (if applicable).
Third Party Dependencies

See Health Information Exchange for dependencies relating to third party
data sources. Data captured via the Exchange is then made available to
AppServer Plus.

End users may independently contract with HealthShare Implementation
Partners to provide additional services in relation to the use of HealthShare
AppServer Plus.
Infrastructure Dependencies

The InterSystems HealthShare AppServer Plus solution will require the
defined system-software, servers, and storage requirements to be provided
for each individual contract. Two options are available for deployment either a client self-hosted solution or an InterSystems hosted solution within
appropriate secure data-centre capacity within the UK.

In all cases it is anticipated the customer will provide user access devices (for
example desktop/ tablet/ smartphone) with appropriate network access for all
users.
Client Self-Hosted Option:

In a client self-hosted environment a detailed document will be provided
detailing all of the server, storage, and system-software such but not limited
to virtualisation, operating systems, and backup management. The hardware
resource requirements will be determined based on the expected workload in
terms of both processing and storage requirements.

The HealthShare solution is supported on a wide variety of platforms and
operating systems. These operating systems include Microsoft Windows
Server, Linux (Red Hat and SUSE), and IBM AIX UNIX.

Network topology is to be provided by the client to convey network
connectivity options (copper, SFP, SFP+, etc.), network (VLAN)
assignments, DMZ and firewall requirements, and any other established
pertinent network security practices. This information is necessary to
understand the deployment model and determine if there are any security
risks or vulnerabilities.
InterSystems Hosted Option

In an InterSystems hosted environment, HealthShare will be deployed onto
InterSystems owned and operated equipment as a fully managed service and
will be provisioned to support the contract terms. InterSystems leverages a
completely virtualised architecture providing elastic resources to be agile and
rapidly respond to changing requirements.

Network connectivity methods (N3, MPLS, IPSEC VPN, etc.) and
bandwidth requirements will need to be determined along with the respective
demarcation points/addresses to establish WAN connectivity between the
client and InterSystems data centres.
Local Personnel Dependencies

This will be discussed as part of the call off. For customer-led initiatives the
local resource requirements will vary according to the scope of use of the
solution.

The customer must make sure that they are staffed fully in accordance with
levels defined by InterSystems and agreed prior to commencement of the
project in order to fulfil the agreed project plan.
Sub-Contractor(s)
InterSystems do not expect to sub-contract the delivery of any Catalogue item or
Service. Contract staff may be sourced and used to support and extend the
InterSystems delivery capacity, however contractual responsibility for any delivery
will remain entirely with InterSystems
Pricing Information
Implementation Charges
Below implementation sections are standard for setting up HealthShare
AppServer Plus. Depending on the specific customer requirements, the
implementation steps can vary slightly in terms of man-days as well as in the
number of steps. Therefore, the implementation man-days and number of steps
presented below, is indicative.
Standard Setup of HealthShare AppServer Plus Infrastructure (10-15 mandays):


Install HealthShare AppServer Plus with interfacing to Health
Information Exchange to make sure the solution is properly installed,
configured, tested and ready to be connected
Install HealthShare AppServer Plus and its components in accordance
with the customer requirements at the disaster recovery centre (if
applicable)
Documentation (17 man-days):


Provide documentation in accordance with the agreed project plan and
deliverables
Update the Systems document to reflect components and processes
used.
Configuration (51 man-days):















Configure/tuning of Hardware, Infrastructure & Environments
Configure the HealthShare AppServer Plus according to customer
requirements:
Development environment
Integration/Operability tools to access Exchange
dB Management system (Repositories/Registries)
Clinical Rules
Data Feed Services
Quality Metrics Framework
Data Quality Services
Active Dashboards
Health Information Model
Data Access Services
Analytic Model
Semantic Indexing
Big Data Gateway
Testing (average 17 man-days per development area):









Testing in accordance with the agreed project plan
Address issues logged in InterSystems’ web-based help desk solution.
Perform Unit Test
Unit Test Plan
Unit Test Execution
Support the Pre-Production Test with the customer end users – Using
data supplied by the connecting source systems, the customer reviews
the representation of the data in HealthShare AppServer Plus.
Pre-Production Test Plan
Pre-Production Test Execution – Performed by staff from customer end
users
Documented Pre-Production Test Results – Created by the customer end
users
Cutover to Production (17 man-days):





Create the technical cutover checklist
Enable data feed flow into the LIVE system
Assist the customer end users with validation in the LIVE system
Observe and communicate any issues related to data processing for two
weeks following go live in the production environment
Transition to InterSystems Support (if applicable)
Training (17 man-days):


Train the various users in accordance with the agreed project plan
Train the customer super users on usage of the TRC response centre
application
Customisation/Development (average 17 man-days per development area)
(If Applicable):

Provide and participate with customization as required and agreed in
project plan before project commences.
The total average implementation of the HealthShare AppServer Plus is 112
man-days + 17 man-days per development area + 17 man-days per testing.
Service Charges
Charge Description
Unit Price (exc VAT);
Service Subscription Fees
The pricing for HealthShare
AppServer Plus (ASPLUS) is based on
two factors: a base subscription that
provides the underlying software
needed to operate the solution, and a
service subscription proportional to
the overall usage of the solution.
For the initial production instance that
operates ASPLUS we charge a
primary server subscription fee. For
subsequent production instances and
additional systems used for training,
testing, development, or failover, we
offer a secondary server subscription
fee.
Subscriptions include Software
License, Software Update and
Technical Assistance services. A
subscription can be upgraded to larger
capacity at any time. Subscriptions are
available on a month-to-month basis,
with no fixed term, or on a fixed term
basis for up to ten years.
Service subscription fees for
HealthShare ASPLUS are based on the
volume and scope of patient
information handled by the service
Primary Server Monthly
Subscription = £2,587
Secondary Server Monthly
Subscription = £647
measured in Health Licensing Units
(HLUs). HLUs can be defined at calloff to reflect the specific nature of the
HealthShare project. Commonly used
measures include organisational
metrics (beds, patient encounters) and
population-based metrics (patients,
population).
Monthly Service Subscription =
£162 per HLU
For population-based service pricing
one HLU is required for every 25,000
people in the defined population served
by the AppServer Plus service.
Illustrative Licensing Example:
A HealthShare service is deployed to
serve a population of 250,000 citizens
using InterSystems HealthShare
AppServer Plus.
The deployment architecture includes
1 primary production instance and 3
secondary instances of the ASPLUS
software.
Monthly Subscription Pricing:
1 x Primary @ £2,587
3 x Secondary @ £647
10 x HLU license @ £162
Total Monthly Fee = £6,148
ASPLUS can be deployed at an end
user location or remote hosting facility.
These prices do not include hosting or
managed service these are available
from InterSystems and will be
negotiated at call off.
Software Licenses
Primary Server License = £81,671
As an alternative to using HealthShare
on a subscription basis, HealthShare
ASPLUS server capacity is available
on a traditional one-time-charge
license basis.
Secondary Server License = £20,418
In this case, Software Update and
Technical Assistance services must be
purchased separately (see below)
Prices for up-front payment of monthly
service subscriptions are available on
request.
ASPLUS can be deployed at an end
user location or remote hosting facility.
Monthly Service Subscription =
£162 per HLU
These prices do not include hosting or
managed service these are available
from InterSystems and will be
negotiated at call off.
Software Update Programme
The Software Update Programme
provides free updates to new software
versions. In addition, when switching
computers, the Software Updates
program provides free transfers in
some cases and trade-in credits in other
cases. Annual Software Update fees
are calculated as a percentage of the
License Fees stated above.
Annual Software Update Fees =
15% license list price
Technical Assistance Programme
The Technical Assistance Programme
provides assistance via telephone, fax,
or email for problem resolution during
normal business hours; emergency
assistance 24 hours/day, 7 days/week;
and problem updates via email.
Annual Technical Assistance Fees =
7% license list price
Participation in the Software Update
Programme is a prerequisite for
Technical Assistance. On-site
software installation is not included in
Technical Assistance or License Fees.
Annual Technical Assistance fees are
calculated as a percentage of the
License Fees stated above.
ASPLUS can be deployed at an end
user location or remote hosting facility.
These prices do not include hosting or
managed service these are available
from InterSystems and will be
negotiated at call off.
Exit Charges
On termination of a service-based contract, users will no longer have access to
the HealthShare AppServer Plus software. Where the overall solution has been
provided by InterSystems the necessary steps at termination of contract might
include removing hardware, infrastructure, and software (if applicable). There
may also be a requirement to transfer the data stored in the AppServer Plus
database. This is estimated as a 17 man-days project.
A specific Exit Plan would be agreed at call off as appropriate.
The standard rate card would apply.
Invoicing Terms
HealthShare Service Subscription fees (which include License, Software Update and
Technical Assistance) are invoiced monthly in arrears and are chargeable from the
beginning through to the end of the contract.
HealthShare One-Time-Charge license fees are invoiced upon electronic delivery of
the license key.
For HealthShare One-Time-Charge License fees, associated Software Update and
Technical Assistance fees are invoiced monthly in arrears and the fees are chargeable
from delivery of the license key through to the end of the contract.
Implementation and other agreed professional service fees are invoiced on delivery
of the service or provision of resource (rate card) to the client which could include
milestone payments for implementation services.
Additional Charges
Any travel expenses, wire fees, sales taxes, value added taxes, import duties, or other
government-imposed charges applicable to License and services fees shall be paid by
the Customer. Shipping terms are FOB Destination, unless otherwise noted on the
invoice. The Customer shall pay shipping and handling charges as detailed on each
invoice.
Payment Terms
All fees are due 30 days from the date of invoice, unless otherwise agreed in the Call
Off.
Discounts
None proposed in this submission
Resource Based Pricing
InterSystems can offer a range of Implementation and Consulting services,
pricing for these resource based offerings can be found in Schedule 7.1 Annex C
for details of InterSystems Rate Card.
Other Pricing Information
Any change request must be consistent with the scope of the project and not a
substantial change to InterSystems standard products or services, other than the
required configuration for the project.