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M-PLIFY S.A. AlarmTILT Presentation And Case Studies

(Version 1.1, last change 01.03.10)


INDEX

Index ........................................................................................................................................... 2 1 

About M-PLIFY ............................................................................................... 3

2

AlarmTILT – alert, notify, remind .................................................................. 3 2.1 

Description ......................................................................................................................... 3

2.2

Major features .................................................................................................................... 3

2.2.1 2.2.2  2.3 

3

4

Software as a Service ................................................................................................... 3 Connectivity as a Service .............................................................................................. 8 

How does it work ? .......................................................................................................... 12

Pricing Model ............................................................................................... 14 3.1 

TeamTILT .......................................................................................................................... 14

3.2

M-PILL ............................................................................................................................... 14

Case Studies ................................................................................................ 15 4.1 

The University Hospitals of Strasbourg (France) : Staff Callout in Crisis Situations 15

4.2 Luxembourg Government : two-way emergency communication in case of national crisis situation ............................................................................................................................ 15  4.3 

Red Cross Benelux : Staff recall in case of humanitarian disaster ............................ 16

4.4

Project U-2010 .................................................................................................................. 16

4.5

Municipalities : Citizen Alert in crisis situations .......................................................... 17

4.6

Enovos : Management and staff information in case of major network outages ..... 17

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About M-PLIFY M-PLIFY is a Luxembourg based company founded in 2000 by experts from the telecom world. The objective of the company is to develop advanced and high quality messaging sofware offered as a service to mid-size and large multi-national organisations and governments. Today the flagship product developed by M-PLIFY, AlarmTILT, is used by companies looking to efficiently manage their internal and external communication, by first responders and hospitals needing a reliable tool to recall staff and alert management, and by governments looking to use one unified multi-modal platform to handle communication in local or national emergency and disaster situations. M-PLIFY has developed M-PILL, a medical reminder solution targeted at the healthcare sector and specifically at pharmaceutical companies to improve the medication or treatment compliance rate

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AlarmTILT – alert, notify, remind 2.1

Description AlarmTILT is an out of the box alert and incident management solution for emergency situations developed by M-PLIFY. AlarmTILT works as « software and connectivity as a service », hence does not require heavy investment in hardware installation onsite. This results in a reduction of total cost of ownership, and the solution can be operational within minutes.

2.2

Major features 2.2.1

Software as a Service

A dedicated AlarmTILT account is created, and via a web interface one can start sending messages from anywhere to anywhere. Most of our customers had a half day training, and were up and running.

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Phonebook One of the problems in a large multi-national organisation is the management and maintenance of large contact lists. AlarmTILT solves this problem by offering an ergonomically efficient way of importing, entering, searching, filtering contacts and contact groups. Individual and group phone-book manager role attributions allow for local departments to maintain their own contact lists updated. All lists are exportable to Excel or csv.

A single contact can be given different attributes (Function, Department, second phone number, preferred language, address, driver’s licence type, etc), for intelligent filtering

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purpose prior to a particular message sending (for example, I want to check availability of all colleagues with lorry licence in Budapest area). Procedure backed messaging AlarmTILT gives the possibility to access the system, to compose a message, to select a destination or destination group (via phonebook, or by importing file), and send the message (immediately or delayed in time).

One can also use AlarmTILT as a procedure backed messaging tool, particularly useful when confronted with situations, where one needs to quickly alert, inform different types of people with different types of messages with different priorities. In this case one can pre-define single alert steps, which can be merged into a global alert procedure. At one click, and under the full control of the operator/launcher, AlarmTILT will dispatch the messages according to the customer’s settings.

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Access control AlarmTILT comes bundled with a very advanced and flexible access control system. This was implemented to specifically serve complex organisations (multi national large enterprises, governments), that need to clearly define the boundaries of a particular user. Specific role types can be created by the customer himself (administrator, procedure launcher, procedure designer, phonebook manager, auditor, etc), the access can be opened/limited to specific areas/buttons of the system.

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Reporting All data and actions are logged and archived, including messaging information (status, time-stamps, etc). Reports in pdf and excel format are generated dynamically, and can be accessed directly via the web, or sent automatically as attachment via email during or after an alert procedure.

Geo-location based services AlarmTILT can include positioning data attached to a contact, to a group of contacts, a sensor or other, in order to link important messages and/or alert procedures to a geographic position.

This module is under development, and will be fully integrated into AlarmTILT as an optional paid for module by 2nd June 2010. Calendar A calendar module allows to schedule alerts around an event (send a notification 10 minutes before an event, and another notification 24 hours after an event), around a AlarmTILT Presentation Version 1.1 01.03.2010 Š M-PLIFY S.A. 2010

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contact or a group of contacts (shift management : available on Mondays and Tuesdays,…), or to schedule recurring messages (send an alert every 3 days, or every first Monday of the month,…). 2.2.2

Connectivity as a Service

The expression « Connectivity as a Service » means that access to all networks, all telecom services and other aspects linked to communication are offered to the end customer as a service. Furthermore, each communication channel offered is at least doubled and redundant, in order to ensure a maximum of reliability in dispatching vital information, regardless from the media chosen and telecom operator availability. Multi-modal and two-way outbound messaging AlarmTILT uses all channels available to dispatch an important and explicit information to a person or group of people.

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Media supported : SMS Email (with and without attachment) Voice text-to-speech to mobile Voice text-to-speech to landline Mobile application (iPhone)

Fax RSS (personal alert feed)

Postal Mail

3rd Party Integration (satellite phone, paging system, radio,‌)

Alert procedure triggers Notifications, alerts, reminders and procedures can be launched directly via a web interface, with a username and password.

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Trigger methods supported : Web Interface Mobile Application (Smartphone, Blackberry, iPhone) Phone call trigger SOAP / XML submission SMS Email submission SNMP trap AlarmTILT client (event collector) 3rd Party Solution integration Action Types Depending on the type of communication, AlarmTILT manages different notification actions. Actions supported :

Information

One-way messaging, contact acknowledge not required « Power outage in your street » Two-way messaging, contact acknowledge required

Alert

« Main server is down. Please confirm your presence. » Two-way messaging, contact multi-choice answer required

Request

« Please indicate number of vaccine units in your area. Less than thousand, between one thousand and five thousand, more than five thousand. » One-way or two-way messaging, linked to a particular event

Reminder « Do not forget your second Hepatitis B shot next week » Two-way messaging, specific answer needed

Question

« We need ten surgeons asap. In how many minutes can you be present ? » Two-way messaging, with presence confirmation request

Call-out « Crisis management team call-out. Please confirm presence at meeting in one hour. »

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Service Level Agreement AlarmTILT contract includes an end-to-end communication service level agreement. This is made possible through the combination of the following factors : - Total control over the AlarmTILT application and messaging technology - Total independence from telecom operators and communication partners - Mixing of media during alert procedures - Two-way notification system for all media - Real time control and feedback over messages status - Backup calls and alerts in case of non response The result is a maximised guarantee of information delivery towards the contact groups involved, and this even in extreme situations, with the failure of a telecom operator or energy providers experiencing major outages.

Without AlarmTILT

With AlarmTILT

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2.3

How does it work ? AlarmTILT is suitable to manage, organise, dispatch and follow up messaging and notifications. The system allows for efficient staff recall and information, particularly in crisis and disaster situations. AlarmTILT comes with 7 pre-defined role types (administrator, auditor, procedure designer, procedure launcher/operator, access control manager, contact/destination). Multiple administrators are possible, the role of administrator can be limited to an area/section/department.

The procedure designer(s) will via dedicated and secured web interface create simple and/or complex alert procedures, creating, reviewing and storing message templates. Predefined destination groups can be linked to the procedure, different steps with different destination groups and different messages can be added to one procedure.

The tracking and tracing notification lifecycle is updated in real time onscreen. The procedure launcher/operator can follow the development of an alert procedure in real time, with status of messages, and replies given directly by destination groups. Immediate report creation (pdf, Excel) are available, with possibility to integrate automatic report sending to chosen destinations via email.

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The procedure launcher/operator follows the evolution of the call-outs via dedicated secured screen access, replies/acknowledgements from contacts/individual contacts will be displayed. If call quota for particular procedure step entered (“I need at least 2 team members out of a pool of 12”), AlarmTILT will try to reach one by one until 2 members have acknowledged (by email: click link “OK” to acknowledge – by sms: reply “OK” SEND – by voice text-to-speech: press “1” for yes, press “2” for no, press “9” to repeat, etc). If a step in a given alert procedure does not provide the needed number of team members after pre-defined time, for instance 3 minutes, launcher/operator will be invited to take alternative step, or the system can be predefined to automatically launch alternative step. Launcher/operator at all times is under control and, if given the rights, can modify/stop procedure step depending on nature of problem. Predefined and ad-hoc reporting is available as soon as a procedure is running, with possibilities to export key data to Excel and/or pdf for efficient auditing.

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3

Pricing Model AlarmTILT pricing is based on an annual subscription fee, that includes all (hosting, access to web interface, access to multi-channel telecom network, support, maintenance, number of contacts, SLA), and the communication costs. Then, depending on the complexity of projects, there are one-off implementation fees involved and eventually manday offers for tailored adaptations and online/onsite training.

3.1

TeamTILT Based on the technology developed for AlarmTILT, TeamTILT allows individuals and communities to rapidly invite, remind, or simply inform co-workers, partners and friends via email, SMS text message or voice call. Answers and replies given by each are displayed in real time. TeamTILT is ideal for small sized companies and individuals, not requesting advanced SLA, messaging performance and speed, or powerful access control. Thanks to TeamTILT the coach of a local sports team can rapidly inform players of the last minute cancellation of a game, the organiser of an event can notify participants of the start of a soon to start meeting, and school management can promptly warn teachers, students and parents when an incident affects them directly. TeamTILT licence is free. Customer only pays for communications.

3.2

M-PILL Based on the technology developed for AlarmTILT, M-PILL is a reminder solution attached to a powerful scheduler providing regular and irregular medication notifications to customers and patients under treatment. M-PILL is targeted at the healthcare sector and ideally at pharmaceutical companies, looking to provide a reminder solution to improve the medication or treatment compliance rate to one or several of their products.

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4

Case Studies Other case studies and examples can be found on our website www.alarmtilt.com .

4.1 The University Hospitals of Strasbourg (France) : Staff Callout in Crisis Situations Following a call for tenders published in March 2008, the University Hospitals of Strasbourg (HUS) selected AlarmTILT Emergency (www.alarmtilt.com) as their notification management tool in emergency situations, more precisely: -

in case of French red plan (“plan rouge”), to call out all the staff from the Samu67, plus essential partners to the emergency management in case of French white plan (“plan blanc”) or any other internal first response alert, to recall the crisis managers, the relevant services, the personnel and the adequate partners (in total about 9,000 contacts) The HUS established clear specifications, after requirements analysis and valuable feedback from their involved departments and hospital professionals. The major conditions to deliver during the call for tenders were:

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a solution totally hosted outside the HUS, in order not to block the telephone lines in place during a recall alert procedure a fast implementation of the system, requiring no technical involvement by the HUS, and no interface with their ICT systems a stable and resilient platform, having proven itself in similar emergency management implementations, offering latest security standards Among other competitors AlarmTILT Emergency offered the best answer to the requirements, from the point of view of the features offered, performance and pricing. After a final decision by HUS management in June 2008, AlarmTILT Emergency was initialised and pre-set, HUS system users were trained as soon as beginning of July. After a brief validation phase with a small group of users, a progressive and scalable deployment is planned. Dr Jacques Texier (Samu 67) thinks the system in place can help other Samu organisations and hospitals that are looking to improve their internal and external communication ways in emergency situations.

4.2 Luxembourg Government : two-way emergency communication in case of national crisis situation The Luxembourg Government has selected AlarmTILT Emergency in order to instantly reach key people in crisis situations. Since July 2005 AlarmTILT Emergency has been deployed as notification management solution at selected departments and services of the Luxembourg Government.

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After an intial trial period, AlarmTILT Emergency went operational on January 2006. A dedicated service level agreement has been established. The validation phase came with additional requirements. Functional, but also ergonomic improvements were made to the solution. The daily usage and « lessons learned » have helped both the customer and M-PLIFY to identify further improvements to bring to AlarmTILT, improvements which have already been implemented or have been added to the roadmap of evolution of the system.

4.3 Red Cross Benelux : Staff recall in case of humanitarian disaster In 2007, the Red Cross has selected AlarmTILT Emergency to manage crisis communication within its new Emergency Response Unit (ERU) in case of humanitarian disaster. The Emergency Response Unit Benelux Relief team of the Red Cross is composed of Belgian, Dutch and Luxembourg volunteers especially trained and experts in the management and the distribution of humanitarian aid on a large scale. In case of a humanitarian disaster, response must be swift. Human and material resources have to be mobilised in a record time. AlarmTILT Emergency quickly notifies the ERU members by email, text and/or voice messages to their phones or laptops. Regardless of the media chosen, each volunteer can confirm availability by replying directly to the call/message. Answers are displayed in real time, the coordinator of the emergency call knows within minutes, if he will have enough volunteers (usually 4 to 5 people are needed), and may bring his forces quickly. AlarmTILT Emergency works as a hosted service, the Red Cross did not have to invest in dedicated hardware. The coordinator manages the emergency scenarios via a userfriendly web interface. Alerts and notifications can be triggered from that interface, or from a mobile phone. Those receiving text messsages, voice alerts and emails do not need to invest in specialised equipment. Their usual communication tools are enough to handle incoming alerts, as well as dispatching the replies.

4.4 Project U-2010 The project U-2010 (www.u2010.eu) is an international research and development project co-financed by the European Commission. It handles crisis communication issues with the participation of 15 partners, among which France Telecom, SES Astra, Cisco, Nokia Siemens Networks, the Luxembourg Government and M-PLIFY. By using actual or future infrastructures, the main objective is to provide to all the largest amount of communication means, hence the best possible access to critical information in case of incidents, accidents, disaster or crisis situations. AlarmTILT Emergency is an operational product/service, U-2010 is an international research programme. It is clear that U-2010 already today influences the roadmap of AlarmTILT evolution, particularly in its capabilities to interact with third party solutions also involved in emergency management. On the functional level, the U-2010 project deals with extreme situations where communication channels can be strongly damaged (interworking, resilience, priority,…). It also deals with aspects of services (directory, presence management, Location based services), for which M-PLIFY contributes actively with its technology and expertise.

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4.5 Municipalities : Citizen Alert in crisis situations AlarmTILT Emergency has been adapted to the specific needs of local authorities to offer their population quick and precise access to sensible information. This concept, that went first live in July 2008 with the municipality of Steinsel is being evaluated by numerous cities and municipalities in France, Luxembourg and Belgium. In Luxembourg 34.7% of the Luxembourg population lives in a municipality that uses AlarmTILT on daily basis to handle incident and notification management.

4.6 Enovos : Management and staff information in case of major network outages Enovos (formerly Cegedel) is the major power provider for Luxembourg. AlarmTILT was adopted after a major power outage that struck whole Luxembourg for 40 minutes, and the southeastern part of Germany in September 2004. AlarmTILT was selected for its capacity to function in extreme situation. Alerts and notifications continued to be sent throughout the outage. Enovos’ 24 hour dispatching room quickly sends multi channel information in case of minor or major incidents, crisis cells can be recalled. In a wider step, VIP customers can be kept informed of outages affecting them directly.

For further information :

Alex Alexandrino Head of Sales M-PLIFY S.A. 21, Rue Glesener L-1631 Luxembourg a.alexandrino@m-plify.com +352 261846 121

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AlarmTILT Presentation and Case Studies  

What is AlarmTILT? How does it work? What are the key features and unique selling points? How is it used today?

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