1. 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

2. 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

3. 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.

4. 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

5. 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 H M A R K
P E R F O R M 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

6. 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….

7. 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
Transcriber
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

8. 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

9. 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 53
DNS
Encrypted Data Stores
Cloud
Boundary
Private
Subnet Private
Subnet
Redshift
Cluster
Redshift
Cluster
Key
EC2
Instance
HTTPS
Connection

10. 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

11. 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

12. 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

13. 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….

14. 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.

15. 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

16. 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

17. 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

18. 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

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