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Seattle Grace Hospital

Statement of Work
for Website Development Project
DJKLM Innovative Solutions Team Deysi Sulaj Jacob Frimpong Kerry Heinecke Lyndia Hayden Malvi Patel

Tuesday, January 18, 2011

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Document Control Sheet General Information Project Name Website Development Project

Project Manager Jackie Smith, Project Manager

Business Owner (Key Sponsor) Seattle Grace Hospital

Provider Single Point of Contact Jackie Smith, Project Manager

Document Preparation Information Author DJKLM Innovative Solutions Phone Number 206-345-6789 File Location (link) Distribution and Approvals Name John Doe Richie Rich Thomas Kinkade Mary McDermott Jerry McDonald Jackie Smith Change History Date January 18, 2011

Date January 18, 2011 rrich@sgh.com

Organization Name Seattle Grace Hospital E-Mail

https://sites.google.com/a/u.northwestern.edu/med-inf-408-webgroup/

Title and Organization Chief Executive Officer, SGH Chief Information Officer, SGH Chief Medical Officer, SGH Chief Nursing Officer, SGH VP of Communications, SGH Project Manager, SGH JD RR TK MM JM JS

Signature

Approval Date

Change Description Document Creation All Sections

Approved By DJKLM Innovation Solutions

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Table of Contents
BACKGROUND .............................................................................................................................................................................................................. 4 OBJECTIVES AND GOALS ........................................................................................................................................................................................... 4 STATEMENT OF WORK OVERVIEW .............................................................................................................................................................................. 5 SCOPE OF WORK .......................................................................................................................................................................................................... 5 SCOPE STATEMENT ................................................................................................................................................................................................... 5 SCOPE INCLUDED ...................................................................................................................................................................................................... 5 SCOPE EXCLUDED ...................................................................................................................................................................................................... 8 NATURE OF CONTRACTED SERVICES ......................................................................................................................................................................... 8 PROJECT ASSUMPTIONS .............................................................................................................................................................................................. 9 PROJECT DELIVERABLES ............................................................................................................................................................................................. 10 MAJOR MILESTONES .................................................................................................................................................................................................. 14 COMPANY COMMITTMENTS ..................................................................................................................................................................................... 15 CHANGE MANAGEMENT ............................................................................................................................................................................................ 15 PROJECT REPORTING AND COMMUNICATION ......................................................................................................................................................... 16 ROLES AND RESPONSIBILITIES ................................................................................................................................................................................... 18 COST ESTIMATES ........................................................................................................................................................................................................ 19

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1 BACKGROUND
Seattle Grace Hospital is an urban 800-bed teaching hospital serving the residents of Seattle, Washington. The hospital offers comprehensive digital diagnostic, medical and surgical procedures. Seattle Grace performs well in several specialty areas such as orthopedics, oncology and cardiac surgery but the hospital is ranked fourth overall in the Seattle area. Seattle Grace is located in a very competitive environment and is not receiving its fair share of revenue. The CIO and CEO would like to embark on a project to create a Web experience that will provide more consumer-oriented health information. The hospital already has a Web site but does not allow for the capture of information from prospective patients or prospective employees.

1.1 Objectives and Goals

The goal of the website project is to take advantage of the Internet and other related technologies to improve the access, efficiency, and effectiveness of Seattle Graces clinical and business processes utilized by practitioners, patients, and consumers to improve the health status of patients. Some specific goals are: Regain prestige that suffered from competition Attract new patients through better navigational features Provide consumer-oriented healthcare information Provide more online services (scheduling, secure communication, etc) Attract highly qualified clinicians Align with Institute of Medicines six aims for improvement: o Safe: avoiding injuries o Effective: providing beneficial services based on scientific knowledge. o Patient-centered: providing care that is respectful and responsive o Timely: reducing waits and sometimes harmful delays o Efficient: avoiding waste (equipment, supplies, ideas, and energy) o Equitable: providing care that does not vary in quality because of personal characteristics

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2 STATEMENT OF WORK OVERVIEW

This Statement of Work (SOW) was developed by DJKLM Innovative Solutions (DJKLM) for Seattle Grace Hospital to help the hospital understand the requirements and the scope of services needed to implement a state-of-the-art website, and to come up with a budget and a Request for Proposal (RFP). The goals of the Statement of Work are:

Define the project phases, sign offs and deliverables Understand the scope of consulting services to be provided Define the tasks and other responsibilities of both vendor and Seattle Grace resources Familiarize Seattle Grace with the necessary project resources by defining roles and required skill sets needed for the implementation Document the project assumptions Define the high-level milestones that will be used to set expectations Provide an understanding of scope and change control procedures

3 SCOPE OF WORK
3.1 Scope Statement
Seattle Graces project for the vendor is to redesign their website. The website will be referred to as MyGrace. With MyGrace, the expectation is to attract new patients, administrative staff and clinicians and improve the user experience of existing patients and employees. MyGraces services will include scheduling, secure patient health information and enhanced communication. DJKLM has identified multiple requirements and their solutions both within the scope and out of scope.

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3.2 Scope Included

Requirement Agreed Solutions

Content Management System Website Redesign

1. Provide a scalable and flexible platform for managing all of Seattle Graces content. 2. Create an environment that enables all employees to easily contribute content to a central repository and that enables others to reuse the content. 3. Facilitate the implementation of records retention policies and tagging of all existing and new content. The following five documents will be developed by the Vendor in conjunction with Seattle Grace to create a roadmap for the re-launch of the MyGrace website.
1.

Sitemap. Vendor will assist Seattle Grace in developing a strategy document that outlines the programs and goals of MyGrace. Such document will serve as a guide for how content will be organized on the website and specific to the organization. Data Dictionary. Vendor will develop a dictionary that details all of the data that will be collected online from the various form pages including sign-up, register, volunteer, etc. Creative Brief. Vendor will publish a creative brief that outlines all of approved standards for the design of MyGrace website including fonts, color palette, images and standards for rich media content. The creative brief will used to define the look, feel, and tone of MyGrace website and used to guide its ongoing development. Wireframes. Vendor will create wireframes for all data entry and form pages to be developed for MyGrace website including signups, registration, events, etc. Wireframes are an important tool in organizing the layout and usability of pages where data is collected and sequencing of multiple-pages where a transaction is initiated. Design Composites. Vendor will develop two (2) comps for the MyGrace website with an emphasis on Seattle Graces services for patients and consumers, and rich media. The comps will serve as the framework for the rest of MyGrace website relative to the look, feel, and tone of the site.

2.

3.

4.

5.

Page |7 Site Layout and Features 1) Integration Online Database Reporting

Project Execution

Patient Experience Demographics Insurance Problem List Allergies Immunization History Limited Lab Results Secure Messaging Scheduling of Appointments Renew Prescriptions Reminders

2)

Provider Experience Patient List Patient Discharge Physician Directory Results Distribution Non-Clinical Content (Medical Library, Alerts) Secure Messaging Medication History Renew Prescriptions

3)

Consumer Experience Centers and Services Physician Directory Appointment Request Maps/Locations/Directions Health Library News and Updates Events Enterprise Search Online Survey Careers

4)

Employee Experience Careers Employee Newsletter HR Survey Employee of the Month Spotlight

Facilitate the integration of the content management system and existing systems, such as Electronic Medical Record, Laboratory Information System, Scheduling, and Pharmacy Systems. Relational database for collection and storage of all registration, preference, interest, and advocacy data through MyGrace website. Reporting module designed to data warehouse standards, with dimensional data design, automated extraction, transformation, and loading, and an interface for querying and reports. 1. Business Requirements. A detailed accounting for the development of MyGrace website and its features and functionality including content management system workflow, database setup, form pages and contribution systems.
2.

Project Plan and Schedule. A detailed work plan with staff assignments, tasks, milestones and dependencies. Progress will be monitored on a day-to-day and task basis. Meetings. Weekly meetings with the Seattle Grace team and other involved parties to discuss the budget, upcoming weeks activities and assign related tasks. Monthly or quarterly meetings will also be held with Seattle Graces Executive Sponsor to review the project in general.

3.

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4. Quality Assurance Testing. Testing of the functionality, usability and content of MyGrace website prior to complete launch.
5.

Website Launch. Final roll-out and implementation of MyGrace website and supporting applications.

Monthly Hosting Services Training

Vendor will host MyGrace website on its servers and make their Content Management System available to Seattle Grace staff via a password protected web-based interface. Vendor will provide 5 days of on-site training in the Content Management System interface. The first three days will be initial training and the remaining two days will be a follow up to address questions and issues after Seattle Grace end users have some experience with the system. Shall include level two support consisting of 20 hours per month of website administration, enhancements, and HTML/CSS development. Designated Vendor staff will be available via phone, email, IRC and instant messaging. Level two support means support to the Seattle Graces website and system administrators, who in turn provide level one helpdesk support to individual users.

Support and Maintenance

3.3 Scope Excluded

Requirement Collect Payments Agreed Solutions Do not implement billing component.

3.4 Nature of Contracted Vendor Services

Licensed Content Management System Website graphic design and information architecture (to be implemented in a Content Management System) Website implementation (Project Management)

Page |9 Custom Web application development Hosting Services

4 Project Assumptions
4.1 General Assumptions
Area Deliverable Conflict Approvals Collaboration Scope In the case of a conflict between this Statement of Work and other deliverables, this Statement of Work shall prevail. The primary client contact is a full-time employee of Seattle Grace Hospital empowered to make decisions regarding project scope and timeline. Specific activities critical to the delivery of services require the input, review and participation of Seattle Grace staff. This typically includes requirements gathering, design, working sessions and day-to-day engagement tasks. Seattle Grace will therefore make time available and provide the project team with access to key users and technical personnel in the organization. Consistency of the project team is needed to meet project deadlines and budget. If resource turnover occurs, adjustments to project timelines and budget may be necessary. The estimates provided in this statement of work are based on information supplied to DJKLM by Seattle Grace and on DJKLMs experience developing similar SOWs for other clients. These estimates may increase or decrease when Seattle Grace has the opportunity to communicate more specific requirements regarding their system needs with vendor.

Resource Turnover Cost Estimate

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Logistics When DJKLM is on site at Seattle Grace, a proper working environment will be provided (preferably an office or conference room) with desks and/or tables and telephones.

4.2 Design Assumptions

Area Site Content Scope Seattle Grace will provide all final content to be implemented into the site based on the developed Site Outline. Logos must be provided in .JPG or .GIF format. HTML pages should be designed in table, not <DIV> tag format. Also, client is responsible for working with and coordinating any third-party creative company that may be involved.

4.2 Technical Assumptions

Area Security Access System Backups Scope Seattle Grace will grant security access to the vendors technical consultants as necessary to complete the Scope of Work. System and server backups are the responsibility of vendor. This includes the development and implementation of the system backups and recovery programs.

5 Deliverables
Deliverable Responsible Acceptance Criteria Due Date Approver

P a g e | 11 Statement of Work DJKLM Project Manager The delivery of the Statement of Work will be acceptable when the Seattle Grace Project Sponsor agrees that the content meets the requirements of the approved project plan. Statement of Work is submitted using the approved SOW template. The delivery of the Request for Proposal will be acceptable when the Seattle Grace Project Sponsor agrees that the content meets the requirements of the approved project plan and includes the following items: The business objectives Instructions to the vendors, design and scoring criteria Timeline for project Preferred business model Functionality and Technology Implementation and Training Statement of Work Budget Template The delivery of the Software Requirements Spec document will be acceptable when the project sponsor agrees that the document reflects the customers needs. The delivery of the high-level design document will be acceptable when the Seattle Grace Project sponsor agrees that 01/18/11 Seattle Grace Project Sponsor

Request for Proposal

DJKLM Project Manager

02/01/11

Seattle Grace Project Sponsor

Software Requirements Spec Document

DJKLM Project Manager

03/30/11

Seattle Grace Project Sponsor Seattle Grace Project

High level design document

Seattle Grace Network Analyst Vendor Web

04/15/11

P a g e | 12 Designer the design includes all functionality as described in the scope requirements including the following items: Sitemap Data Dictionary Creative Brief Wireframes Design Composites Low-level spec document will be acceptable when the Seattle Grace IS Project Manager agrees it is completed per documentation standards. The database design will be acceptable when the entity relationship diagram is approved by the IS Project Manager. Sponsor

Low level spec document

Vendor Lead Programmer

05/15/11

Seattle Grace IS Project Manager Seattle Grace IS Project Manager Seattle Grace IS Project Manager

Database design

Vendor Database Administrator Vendor Web Designer

06/15/11

Design of user interface

07/15/11 The user interface is deemed acceptable upon successful testing by customer (enduser and IS project team) and upon agreement by the IS Project Manager that it is sufficiently documented and fulfills needs expressed in the software requirements spec document. PILOT users reported bugs and other issues are resolved to the customers satisfaction and the new web design is working as expected in the beta environment. 09/15/11

Beta/Pilot software version

Vendor Lead Programmer

Seattle Grace IS Project Manager

P a g e | 13 Source files Vendor Lead Programmer Vendor Software Product Analyst Verified receipt of all source files by customer. The delivery of the support documentation will be accepted when the following criteria are met: The training materials include online videos on how to use the new functionality. A written training plan for staff will sufficiently detail what, if any, training will be needed for users to use the new web functionality. The plan outlines how and when training will occur. Online help is reviewed by customer and sufficiently covers use of new functionality as described in scope of work. Review of documentation by customer; agreement and signoff on product required. Review and signoff by customer. 11/15/11 Seattle Grace IS Project Manager Seattle Grace IS Project Manager

Support documentation (online help, training materials)

12/01/11

Maintenance/support agreement

Consultant - Project Manager

12/01/11

Seattle Grace IS Project Manager