iSUG User Group Conference Company Update

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iSUG User Group Conference Company Update

• Paul Richards, Managing Director UK and Ireland

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iSOFT UKI

• We want to be regarded by our customers, our
  employees, and our competitors as the leading
  provider of Healthcare Software and IT Services
  in the United Kingdom and Ireland

Paul Richards Managing Director, iSOFT UKI
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Very Exciting Times for iSOFT

• Commitment to Primary Care
• Strong Development Commitment
• GPSoC
• All Wales Framework
• Leading Edge 1st to Market Approach
• Hosted Solution
• With NPfIT and the LSPs
• The New iSOFT UKI Management Team
• IBA and iSOFT Joined Together
• Moving ahead
• Continued Customer Focus
• Growth in all sectors 1st (or 2nd)

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Acquisition by IBA - Timelines

• Revised offer from IBA21 August 2007
• IBA offering 69p per iSOFT share or 1.65 IBA
  shares per iSOFT share
• Transaction subject to shareholder vote 4
  October 2007
• Court hearing to approve de-listing of iSOFT
  shares
• 29 October 2007
• Merger becomes effective30 October 2007

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(No Transcript)
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GPSoC Key Points

• A national framework agreement for England
• Awarded by CfH
• Secures a price for all related services
• Doesnt commence until a call off contract is
  signed
• Call offs signed at practice or PCT level
• Initially for 2 years
• Optional 2 year extensions up to maximum 8 years
• 8 suppliers awarded contracts (2 still to sign!)
• Practice and or PCT free to choose any supplier

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All Wales Framework Agreement

• Signed Agreement with Wales similar to GPSoC
• All current sites signed up to new framework
  agreement
• Welsh specific developments in order to meet
  Welsh Minimum System Specification
• Also new enhanced SLA introduced.

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iSUG User Group Conference Company Report

• Mark Gibbs, Head of Primary Care, UK and Ireland

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Hosted Solutions - Virtualisation

• As shown this morning, iSOFT will be providing a
  hosted solution to meet GPSoC level 4 using
  virtualisation
• The benefits of this to the Practice are
• The practice runs the same software they are
  already familiar with
• You own the Virtual Server and the Database, it
  is not shared
• No restriction on what is done on the Virtual
  Server, reports can be at any time, if more
  resources are needed the load balancing software
  provides it.
• Local summary of patient record in case of N3
  failure.
• Uses Citrix Metaframe Presentation of what is
  happening on the server, so there is not large
  amounts of data transferring between site and
  data centre, thus reducing the bandwidth
  requirements
• No requirement to be on iSOFTs network, the
  Practice can stay on there own network and just
  open up the Citrix client through NHSNet
• All technology refreshes, back ups and upgrades
  managed and delivered as part of the service
• No Data Migration for current iSOFT sites, known
  migration path that is tried and tested for
  non-iSOFT sites

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Product News - Quality

• We have aligned our software engineering methods
  (prior to GPSoC) to comply with the CfH Common
  Assurance Process GP (CAP-GP) as we believe it
  will enhance our ability to deliver improved
  quality software
• Premiere has recently successfully completed a
  full and comprehensive clinical safety review and
  a review of Synergy is currently in progress
• We have recently made a significant investment in
  third party automated software testing tools to
  enhance our existing in house tools and manual
  testing processes
• Working towards ISO20001 Certification
• A new standard automated software update service
  for all types of releases is being introduced
• Currently in test
• Planned to be incremental rather than a full
  package install
• It will reduce the Practice system administration
  burden
• It will ensure critical updates are applied more
  quickly

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Product News Major changes

• In addition to the enhancements we are making to
  the functionality of our product, there are some
  major changes in the pipeline
• For Synergy 1.9 and Premiere 2.13, due in
  December/January a new database to replace
  Interbase Firebird1.5.
• For these same releases, there is also
• Out Of Hours messaging support (Adastra)
• Automated software updater
• GPP workflow improvements
• Test requesting (Indigo4/Anglia integration)

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Premiere Data Issue An Update

• In January 2007 we sent out a communication to
  all Premiere customers alerting them to a data
  issue in Premiere
• This was accompanied by a utility to repair data
  and place notifications in the patient record
  where data was compromised
• 14 faults discovered where data issues could
  occur, all fixed in Premiere 2.12 increment 2, GA
  expected Jan 08
• Presentation tomorrow afternoon at 1215 in place
  of the GP Summary presentation which will be
  moved to 330
• A further letter will be sent out to all Premiere
  sites in the near future to expand on this

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Support Update

• Active Service Desk
• Move away from the call log/call back model to an
  active service desk approach
• Our drive to resolve every call on a 1st call
  basis saving our customers time
• Improved Incident/Problem Management Processes
• Strengthen ties to Continuing Engineering fix
  team, reduced wait time for fixes
• Focus on improving quality of the applications
• Piloted in iLab in September, will be rolling out
  to Primary Care in October
• Satisfaction Surveys
• Next semi-annual customer satisfaction survey due
  in October (last one was May 2007)
• Per Incident Surveys now sent with every incident
  resolution focused on support-related
  activities
• Knowledge Base
• Global Knowledge Base
• FAQ and Customer Focused Areas will be made
  available
• Delivery Management
• Central Team for all product delivery activity
• QA Test Team
• Central Team for all QA Testing Activities

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Measurements of Success

• Reduced Backlog
• Faster Incident Resolution Times
• Improved Customer Satisfaction
• Improved Employee Satisfaction

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Resolution Times
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Average Resolution Time
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Backlog of Open Calls
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Backlog Reduction
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Customer Satisfaction
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Individual Questions on Satisfaction Survey
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Your Comments on the Survey

• I feel I must congratulate Isoft when you changed
  the way you answer support calls. I have just had
  the most helpful and efficient service on a
  query, dealt with and sorted by the engineer
  without delay. Thank you.
• Much better being able to discuss the problem
  directly with the support staff/engineer, rather
  than explaining it to a support desk person who
  has no knowledge of the system/product/software
• This is the first time I have recd such swift
  resolution to a problem, for which I am extremely
  grateful
• I was amazed with the superb service we got, I am
  just amazed how much better I-soft are nowadays!
• I have to say that I am somewhat impressed by the
  new Call system for logging incidents. The other
  day I phoned concerning a Pathology /Registration
  problem and the Support Consultant dealt with it
  there and then. Very courteous and knowledgeable.
  

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The Wow Customer Service Award For 2007

• You have voted on which member of the Primary
  Care team deserves this award for the World Class
  service they have given you
• All of those youve voted for will receive
  special recognition from iSOFT
• The Top 3 winners are

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The Wow Award for Customer Service 2007

• 3rd place is
• Carla George
• Always cheerful, un-pressured, and happy to
  explain what has happened and why when asked.
• Always makes sure we understand what is happening
  and is always happy! This goes along way and
  could be followed by others.
• I have spoken to Carla several times since you
  changed the way you handle your support calls and
  she is always very polite and helpful and
  normally sorts my problem out straight away.

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The Wow Award for Customer Service 2007

• Runner-up
• Ian Robertson
• Always very helpful and will always go out of his
  way to give best advice possible.
• goes that extra mile, responds quickly
• He is the one person who can always help without
  making you feel stupid. He returns calls and
  emails and is always professional and courteous.

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The Wow Award for Customer Service 2007

• Your Top Choice is
• Always very friendly, competent, thorough and has
  time to talk through problems with me.
• is always helpful, personable and always gets
  back to us. Also remembers who we are and our
  previous problems which makes the whole
  experience more efficient and friendly.
• The most knowledgeable and helpful member of the
  support team. Nothing is ever too much bother
  and fault logs are cleared promptly or passed to
  other teams if appropriate. This is a consistent
  member of staff whom certainly makes my life a
  lot easier. The WOW award belongs to

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The Wow Award for Customer Service 2007

• Amandeep Kaur Sidhu

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Questions and Answer Session?