Streamlining IVR Report Management

Technologies Used

IVR Websites

Utilized for downloading laboratory reports.

Encryption Mechanism

Employed for securing downloaded reports.

AWS

Utilized for seamless uploading of reports using a mapping file.

Outlook O365

Adapted to the upgraded Outlook version for enhanced email management.

GOALS

The project goals were to improve requirement documentation, accurately classify enhancements and bugs, streamline deployment for faster delivery, boost client satisfaction, reduce ambiguity, enhance efficiency through automation, align with best practices, encourage team collaboration, mitigate risks, and achieve measurable improvement.

Efficient IVR Report Management

Download laboratory reports from multiple IVR websites, encrypt them, and seamlessly upload them to AWS using a mapping file.

Adaptation to Changing SME Requirements

Address the challenge of evolving SME requirements by maintaining flexibility within the system.

Resolution of Virtual Machine Issues

Mitigate Virtual Machine issues that impede the smooth flow of the IVR report management process.

Seamless Integration with O365 Outlook

Ensure the project adapts seamlessly to the upgrade of Outlook to O365, resolving associated issues.

Email Management in Outlook

Address challenges related to the inability to delete emails from Inbox, Outbox, and Junk mail, as well as the need to create new profiles in Outlook.

CHALLENGE

The project faced formidable challenges stemming from the dynamic nature of subject matter experts (SMEs) frequently changing requirements. Additionally, Virtual Machine issues and the unexpected upgrade of Outlook to O365 posed significant obstacles. Issues with email deletion from Inbox, Outbox, and Junk mail, coupled with the necessity to create new profiles in Outlook, added complexity to the project.

SOLUTION

The multifaceted solutions implemented to address the challenges in IVR report management proved highly effective. Through continuous and thorough requirement gathering sessions with subject matter experts (SMEs), the project maintained a high degree of flexibility, ensuring adaptability to the evolving needs of the stakeholders. Adopting an Agile framework facilitated an iterative and flexible development process, breaking down the project into EPICs, stories, and tasks, contributing to the project’s responsiveness to changing SME requirements. The resolution of Virtual Machine issues and seamless integration with the upgraded Outlook O365 version showcased a commitment to overcoming technical obstacles. Additionally, the implementation of a detailed Process Design Document (PDD) and an Exception Document provided a structured approach to guide the project through unforeseen scenarios. Smoke testing further ensured the stability of the IVR report management system.

RESULTS

The positive results of these solutions were evident in the successful execution of the project goals. Laboratory reports were efficiently downloaded from multiple IVR websites, encrypted, and seamlessly uploaded to AWS using a mapping file. The system’s adaptability to changing SME requirements was demonstrated through effective collaboration during User Acceptance Testing (UAT), resulting in a refined system that met user expectations. Virtual Machine issues were successfully identified and resolved, ensuring uninterrupted project operations. The integration with Outlook O365 facilitated smooth email management, addressing challenges related to email deletion and profile creation. This case study exemplifies how strategic planning and adaptability to evolving requirements, coupled with technological solutions, led to a streamlined and efficient IVR report management process.