Healthcare Self-Assessment

Name

Organization/Location Name

City

State

Phone (optional)

1. How are new orders received?

Jobs are received manually from walk-ins, emails or phone. Customer service manually produces job tickets.

About 50% of orders are processed through a web-based system. Customer service receives the remainder via email or phone.

About 75% of orders are processed through a web-based system. Customer service receives the remainder via email or phone.

More than 75% of orders are processed through a web-based system. The system does NOT create quotes, job tickets or pass information to other areas of the production process.

More than 75% of orders are processed through a web-based system that produces quotes and job tickets or can integrate with other applications (e.g., Print MIS system).

None of these describe our current state.

2. Are disaster recovery/business continuity plans and procedures in place, executed automatically and reviewed on a consistent basis?

We do NOT have a disaster recovery process in place.

Informal disaster recovery processes are in place for customer communication management (CCM) processing. Policies are NOT documented or reviewed on a regular basis.

Manual disaster recovery processes are in place for CCM processing. Policies are NOT documented or reviewed on a regular basis.

Partially automated disaster recovery processes are in place for CCM processing. Policies are reviewed and updated annually.

Fully automated disaster recovery processes are in place for CCM processing. Policies are reviewed and updated annually. The disaster recovery plan covers all delivery channels.

None of these describe our current state.

3. How integrated are your document composition, print and mail systems for passing data between them?

Systems are NOT connected, and data collection is manual.

Data is being pulled from multiple systems but is one directional and a manual process is required for updating each system separately.

Systems are connected but use disparate database systems.

Some systems are connected, or middleware is used for data consolidation automatically.

All core business systems are connected and use the same database.

None of these describe our current state.

4. To what extent are you able to meet customer needs through the digital products and services you provide?

We do NOT offer any omni-channel services to our customers.

We offer email and print marketing campaigns. We use an email marketing application (e.g., Constant Contact, MailChimp).

We offer email and print marketing campaigns with additional communication channels (e.g., text messages, landing pages and/or social media). We use separate applications to deploy these offerings.

We offer email and print marketing campaigns with additional communication channels (e.g., text messages, landing pages and/or social media). We use one application to deploy these offerings.

None of these describe our current state.

5. What marketing initiatives are in place to reach current and prospective customers?

Customers submit work to operations. Customer Service Reps contact customers as needed. Marketing is word of mouth from other customers who utilize the services of the organization.

We meet with customers as projects are presented to review job production specifications. A capabilities brochure is distributed to prospective customers. Production tours are provided on request. An open house was held within the past 3 years.

We meet with customers once per year to plan for future projects. Marketing correspondence (e.g., email, direct mail) is distributed to prospective customers. Production tours are provided on request. An open house was held within the past 3 years.

We meet with customers quarterly to review current projects, plan for future projects and to review past projects. Industry trends are shared. Production tours are provided on request. A capabilities brochure is distributed to prospective customers. Marketing correspondence (e.g., email, direct mail) is distributed at least twice per year to current and prospective customers. An open house was held within the past 2 years.

We meet with customers at least monthly to review plans for future projects and to review past projects. We share industry trends and applications to introduce new or innovative products to customers. Lunch and learns are held regularly. Production tours and a capabilities brochure are provided to prospective and new customers. Marketing correspondence (e.g., email, direct mail) is distributed monthly. An open house is held annually.

None of these describe our current state.

6. Have you developed your current rates based on an understanding of all administrative overhead and production expenses associated with each equipment and process?

Rates were established based on competitive rates for our area. We are NOT certain whether the rates meet our target profit. Costs and rates haven't been updated in more than 3 years.

Rates were established based on competitive rates for our area. We are NOT certain whether the rates meet our target profit. Costs and rates were updated within the last 3 years.

Rates were developed through manually documented time studies and competitive rates in our area. Rates are set to achieve a specific target profit, but we can NOT validate if we are achieving this. Costs and rates were updated in the last 2-3 years. We have established BHRs for all equipment and chargeable processes.

BHRs were developed for all equipment based on our current budget and projected production volumes. Rates were developed through manually documented time studies and rates are set to achieve a specific profit target, but we can NOT validate if we are achieving this. Costs and rates were updated in the last 2 years.

BHRs were developed for all equipment and chargeable processes based on our current budget and projected production volumes. Rates have been benchmarked to the competition, validating through labor tracking in our MIS system. Rates are set to achieve a specific profit target. We reevaluate costs and rates annually.

None of these describe our current state.

7. What type of postal optimization solution do you have in place?

We do NOT offer direct mail services.

We send all direct mailing jobs to a presort house.

We produce direct mailing jobs with meter or pre-cancelled stamps only.

We use a mailing application (e.g., BCC Mail Manager or Accuzip). We mail only standard or first-class mail. We use only customer supplied databases.

We use a mailing application (e.g., BCC Mail Manager or Accuzip). Customers can purchase lists through us. We also incorporate Every Door Direct Mail (EDDM). Our internal database is optimized and up to date.

None of these describe our current state.

8. What type of requirements gathering initiatives and project plans are in place to manage and develop customer communications using design applications?

Outsourced development.

Several designers and development teams use various applications.

One dedicated designer or development team uses several applications.

Development is a well-defined process but requires several design applications for each communication method.

Development is a well-defined process with a project manager and has a single design application for all communication methods.

None of these describe our current state.

9. To what extent are controls in place to track communication development and delivery?

No controls and protection are in place, and we do NOT know the process by which communications are delivered to our customers. We are NOT certain if they comply.

Manual controls and protection are in place, and we do NOT know the process by which communications are delivered to our customers. Our customers understand they are at risk for compliance issues.

Some automated controls and protection are in place to know who, when, where and how communications were created and delivered. Some negative impact on the business occurs.

Fully automated controls and protection are in place to know who, when, where and how communications were created and delivered. Some negative impact on the business occurs.

Fully automated and processes are aligned. Controls and protection are in place to know who, when, where and how communications were created and delivered. Maintains a low risk for a negative impact on the business.

None of these describe our current state.

10. Are customer service systems in place that provide real-time, omni-channel communications that are fully compliant with industry requirements?

We do NOT have the ability for customer service integration.

Manual customer service integration ability. Lacking compliancy and real-time delivery.

Some automated customer service integration. Lacking omni-channel and real-time delivery.

Fully automated customer service integration with the ability to deliver real-time communications. Lacking omni-channel delivery.

Fully automated customer service integration with the ability to deliver real-time, omni-channel communications. Fully compliant.

None of these describe our current state.

11. Are preference management options in place that are fully automated through online systems?

We do NOT know what the customers’ preferences are. And there is no way to capture the customers’ preferences.

Manually capture the customers’ preferences (e.g., CSR, phone, email). NOT centralized, no repository and there is NOT the ability to retain the customers’ preferences.

Manually capture the customers’ preferences (e.g., CSR, phone, email) and retain preferences in a centralized repository.

Disparate process to capture the customers’ preferences (both automated and manual) and retain preferences in a centralized repository. There is NOT the ability for the customer to control preferences.

Customers have full control of updating their preferences via a customer web portal or mobile device.

None of these describe our current state.

12. Are customer journey mapping tools in place to fully document and understand the customer experience?

There are no customer journey mapping activities.

We would like to do some customer journey mapping activities but are NOT sure how to get there.

There are some customer journey mapping activities, but they are all manual efforts.

We are using customer journey mapping technology to understand the customer journey.

We are using full customer journey mapping tools and methodology to understand the customer experience and can implement changes into the operations.

None of these describe our current state.

The form requires you attention please fill out all details.

The Healthcare Communications Journey