2 Way SMS System

Background

TTSH currently has a 2-Way SMS System and after the SMS is sent out to patients, call agents will follow up on the patient’s reply. TTSH is looking into the possibility of collaborating with other vendors to provide this service more cost effectively.

Requirements

1. Accept SAP file via FTP

2. Process SAP file according to specified criteria

3. Send out SMS to patients to remind them of their appointments 3 days in advance

4. Receive patient’s reply

5. Send out acknowledgement SMS to patients when they reply

6. Server to store all SMS sent out and patient’s reply (3 months of data)

7. Web interface to access all of the above

8. Service Level Agreement

9. System Integration

10. User Acceptance Test

11. Commissioning

Specifications

1. Filter from SAP file to include the following:

a. Patient’s name

b. Appointment date

c. Appointment time

d. Clinic

e. Discipline

f. Visit Type

2. Template for SMS configured by TTSH a. Available to be configured at web interface

b. Unlimited templates

c. SMS to fit into specified templates according to

i. Clinic

ii. Discipline

iii. Visit Type

3. Audit trail

a. Time SMS sent to patient

b. Content of SMS sent

c. Time patient received SMS

d. Time patient replied to SMS

e. Content of replied SMS

4. Integrate with current 1 Way SMS system

5. If patient has more than 1 appointment in the same day, vendor must be able to string them into one SMS for both

a. 1 Way SMS

b. 2 Way SMS

6. Send out report to TTSH if an SMS has failed to reach a patient

7. Weekly audit trail to be sent to TTSH

8. Web interface to include

a. Creation of unlimited users with different access rights

b. User to be able to input comments into each SMS after call was made

c. Audit trail

d. Creation of unlimited Clinics, Disciplines and Visit Types to fit into template

e. SMS Templates f. All SMS sent to patients must be able to easily searched by user by means of a filter system g. Statistics to show:

i. Number of 2 Way SMS sent out

ii. Number of 1 Way SMS sent out

iii. Number who have replied to

1. Confirm

2. Change

3. Cancel

iv. Number who did not reply h. Assignment of SMS replies equally to specified users according to:

i. Response type

ii. Visit Type i. Service Level Agreement

i. System availability to be 99.9%

ii. In the event of breakdown (Hardware and Software), vendor must be contactable immediately

iii. Breakdown to be resolved by the next day