Posts in Category "PDF"

July 14, 2011

Customer Experience Management (CEM) for Health & Human Service agencies. What’s in it for me?!

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Obviously the answer to that question will vary greatly depending on who asks, and his stake in delivering (or experiencing) an engaging interaction.

CEM for the enterprise is typically associated with substantial benefits, like brand loyalty and competitive differentiation, but those may initially seem like non-issues for so-called entitlement programs such as Medicaid, Medicare, and others. That’s because, unlike in the competitive private sector, consumers of these programs often don’t have the benefit of choice.

Many would argue, however, that CEM offers a matrix of far-reaching benefits to any enterprise, some of which aren’t always immediately obvious. Customer communications is a perfect example. Consider the Explanation of Benefits (EOB) form that is sent to millions of Medicaid members in any given month.

Recently, at the 2011 State Health IT Connect Summit, I presented an interactive electronic version of that familiar EOB statement as part of a Health Insurance Exchange demo. By leveraging components of the new Adobe Digital Enterprise Platform (ADEP), recipients of this interactive EOB would be able to intuitively communicate back with its sender from within the document, while maintaining privacy and security of health data.

Now, consider the added convenience for diverse populations where multi-lingual content and responses may be automatically translated by backend processes as the correspondence is exchanged. Customer experience is improved even further as members may effortlessly dispute the accuracy of a claim displayed in that EOB, again from directly within the document.

For the enterprise that sent the EOB, this presents an opportunity to realize significant savings. Overcharges and potentially fraudulent claims that may have otherwise slipped through the cracks may now be identified and investigated, simply by making it easier for members to participate in the process. There are countless other examples of ways that HHS agencies may optimize efficiencies and generate measurable ROI by deploying solutions that strive first to better serve their members.

More often than not, a win-win scenario emerges for everyone as innovative executives are learning that the byproducts of optimal customer experiences include measurable impacts to the bottom line for organizations of all types, in both private and public sectors.

What are your thoughts on this trending hot topic? Let us know in comments and on Twitter @AdobeGov and @AdobeCEM.

5:35 PM Permalink
May 30, 2011

Adobe @ the 2011 Print and ePublishing Conference

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The 2011 Print and ePublishing Conference in Alexandria, VA brought together 400+ graphic artists, visual information specialists, design and creative production managers from around the world for 3 days of learning, networking and swapping valuable industry tricks and tips. This year, a large number of US Government agencies were in attendance, including personnel from the National Science Foundation, the Department of Veteran Affairs, Internal Revenue Service, Department of State, NASA, the Defense Media Activity, the Social Security Administration, the Department of Energy, the US Office of Personnel Management, and many others.

Adobe presented multiple sessions during this conference, including an introduction to What’s New in Creative Suite 5.5 as well as a focused, day-long seminar entitled Designing for the Multiscreen Revolution: HTML5, CSS3 and the Flash Platform (.pdf). Over 300 customers attended these sessions, proving the industry hunger for best practices and tools to move them forward into the new territory of multiscreen design.

One of the hottest topics at this conference included best practices in designing for the ePub format, which is rapidly emerging as the industry standard for distribution of electronic books. As we’ve seen recently in the press, Amazon.com announced that their digital book sales have now exceeded sales of all print titles, both hardcover and paperback combined. As of April 1st, for every 100 print books that Amazon has sold (of any kind) the company moved 105 Kindle books, not including downloads of free titles. As we’ve also seen this year from multiple publishing analysts, 60% of Americans are expected to purchase a tablet device for reading purposes within the next three years. That’s over 150 million Americans! Almost every session in the 3-day outline included some form of ePub or eBook production tutorial, as publishers across the spectrum expect an explosion of devices and reading options for consumers and constituents very soon.

We were also especially honored to have Victoria Richards from SSA co-present with Greg Pisocky of Adobe Accessibility on how the new features inside InDesign CS5.5 help simplify and streamline the creation of 508-compliant PDF documents. And if you’re thinking to yourself, “I wish I’d been in that Accessibility session!” — there’s some good news for you: coming very soon on Adobe TV, we’re posting a 2-part series on all the great new workflow enhancements and productivity features that will cut your PDF remediation time from days to minutes! Keep your eyes peeled here to Government Bits for updates on that.

5:57 PM Permalink
May 17, 2011

Adobe Desktop Tools in the DoD

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Adobe’s Acrobat and Creative Suite products are ubiquitous across the DoD and Intelligence Community. Over the last few years, we have amassed a compelling number of case studies in which agencies like the US Army Corps of Engineers and many others use Adobe’s desktop tools to conceive, prototype, create, publish, distribute, track, optimize and secure documents and content ranging from simple inter-office communications to detailed technical schematics to high-level classified documentation. Whether it’s high-resolution digital imaging, HD video processing, enterprise-class RIAs, mobile app development, or redacting and encrypting sensitive PDF documentation — the DoD depends on Adobe Desktop.

Because of the broad familiarity that our DoD customers have with our desktop software, Adobe has “taken its show on the road” with a 17-date roadshow called the Create and Secure Military Tour 2011!

These half-day briefings are designed to help keep our customers ahead and abreast of the emerging trends in PDF and document security, publication design, web development and video post-production with practical introductions to the latest innovations in Adobe technology.

Included in these briefings are demonstrations of Acrobat X Professional, InDesign, Photoshop, Illustrator, Dreamweaver, Flash, Premiere Pro, After Effects, Encore, and other Adobe desktop tools. Hot topics so far have included: document encryption and security, forms data collection workflows, PDF Portfolios, creating apps for Android and iOS devices, HTML5 best practices, smoothly editing multiple streams of HD video in real-time, and much more.

Check here to see if we’re coming to a city or military installation near you soon!

12:08 AM Permalink
October 18, 2010

Face to Face: An interview with Dr. Peter Levin, Chief Technology Officer at the Dept of Veterans Affairs

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Shortly after Adobe was named the winner of the Blue Button Developer Challenge at Health 2.0 in San Francisco on October 7, I was granted personal backstage access to Dr. Peter Levin, Chief Technology Officer at the Department of Veterans Affairs.

During our candid discussion, I asked Dr. Levin for his perspectives on the Blue Button initiative and the Developer Challenge, as well as the role of Health Information Technology as it relates to his vision of empowerment for V.A. consumers.

10:07 PM Permalink
October 11, 2010

Adobe Wins Top Honors for the V.A. Blue Button Solution for Health Records

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“Why isn’t there a button on your website that I can click to access my personal medical history? A little blue button.”

That simple question was posed to the U.S. Veterans Administration (VA), and proved to be the catalyst for significant improvements in the ways that a veteran can interact with his own health data.

VA developed that Blue Button in collaboration with the Centers for Medicare and Medicaid Services (CMS), and the Department of Defense, along with the Markle Foundation’s Consumer Engagement Workgroup.

On August 2, 2010 President Obama announced the Blue Button initiative to thousands of applauding veterans, who stood to benefit from the ability to take ownership of their Personal Health Record (PHR), downloaded from the VA website with just a click.
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*Blue Button comments begin at 24:00

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That defining moment, however, was not the end of the story.  Since each veteran’s comprehensive record was to be downloaded as a plain ASCII text file, the Markle and Robert Wood Johnson Foundations issued the Blue Button Developer Challenge on behalf of the VA.  The goal of the challenge was to spur the innovative development of web-based solutions, enabling Blue Button users to meaningfully interact with their health data in an even more useful way.  Sharing that common goal, respondents to the challenge were diverse; ranging from start-up IT companies and individual developers to Google and Microsoft.

On October 7, 2010, Adobe was announced the winner of the Blue Button Developer Challenge.

As the team lead, I had the privilege of receiving the award on Adobe’s behalf at the fourth annual Health 2.0 Conference in San Francisco from a distinguished panel featuring Aneesh Chopra, U.S. Chief Technology Officer in the White House Office of Science and Technology Policy, Todd Park, Chief Technology Officer at the Department of Health and Human Services, and Peter Levin, Chief Technology Officer at the Department of Veterans Affairs.

Also, I had the opportunity to deliver a presentation, highlighting key features of Blue Button Health Assistant, Adobe’s innovative solution that combines the intuitive real-time interface of Adobe AIR technology with the benefits of the secure, auditable, and ubiquitous PDF format (leveraging PDF-Healthcare Best Practices) regardless of the user’s platform, browser, or device.

Certified PDF screenshot

Certified PDF screenshot

These benefits resonated well with the discerning team of technology powerhouses who served as judges, including Craigslist Founder Craig Newmark; Assistant Vice President of the Health Group at the Robert Wood Johnson Foundation Steve Downs; Consumers Union health policy expert Steve Findlay; and personal health records pioneer Dr. James Ralston of Group Health Cooperative.  Submissions were evaluated on the following key criteria:

  1. Usefulness to patients in helping them stay healthy or manage their care.
  2. Potential to impact health and well-being by addressing high-priority health goals.
  3. Platform neutral (can be accessed by a consumer with simple web browser).
  4. Usability / ease of use.

As a veteran myself, it was particularly rewarding to be a part of Team Adobe throughout this incredible process. But this story, and others like it, continues on as Adobe identifies and develops more ways to leverage Open Government as more than just a concept, but rather a tool to advance agency missions.

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8:57 PM Permalink