US Government Agency

Case Study

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Supporting a 24/7 Outreach Call Center for Critically Injured Military

“The ability to fully deploy the solution in three weeks significantly reduced the costs typically associated with a project of this size and demonstrated a rapid return on investment.”

Concept Searching
Customer Location:
Global
Industry:
Government, Healthcare
Platform:
SharePoint
Issue:

The client needed the technologies to support their 24/7 Outreach Center to provide information and referrals to military service members, veterans, their families, and others with questions about traumatic psychological injuries.

Products:

“Easy-to-use taxonomy tools developed for the subject matter expert provided an estimated cost saving of $150k-$200k and reduced taxonomy development time by approximately six months.”

Benefits

  • Flexible, rapid deployment
  • Reduced cost, fast ROI
  • Improved speed of response
  • Increased quality of support

The organization is a US government agency that leads a collaborative effort to optimize healthcare associated with severe injuries sustained by military personnel. It establishes quality standards for clinical care, education and training, prevention and support to patients, families, and communities.

The organization required a fully deployed portal in less than four weeks and had spent months evaluating traditional knowledge management software but had not made a selection decision. The client needed the technologies to support their 24/7 Outreach Center to provide information and referrals to military service members, veterans, their families, and others with questions about traumatic psychological injuries.

Due to the nature of the support and information required to address the confusing and challenging circumstances of those seeking information they required the ability to quickly find relevant and precise information to support the outreach portal.

During the initial engagement Concept Searching was asked to provide a demonstration of conceptClassifier for SharePoint. In that presentation Concept Searching showed the organization how using conceptClassifier for SharePoint and SharePoint could provide it with a comprehensive ECM solution while bringing them into compliance with government data transparency and data privacy and security directives and guidelines.

Three days after seeing the demo the organization purchased conceptClassifier for SharePoint, as well as SharePoint and Performance Point.

Concept Searching provided one week of services to install and train end users on the product. As a result of the short services engagement, Concept Searching was able to illustrate how conceptClassifier for SharePoint integrated with SharePoint and provided a comprehensive enterprise content management solution.

Using the organization’s internal content as a metadata source, Concept Searching was also able to quickly build and deploy taxonomies to identify Personally Identifiable Information (PII) and Protected Health Information (PHI) residing in diverse repositories.

Once they are migrated to SharePoint document libraries, conceptClassifier for SharePoint automatically tags the “unsecured” content assets, routes them to a secure site where Windows Rights Management Services can be applied.

conceptClassifier for SharePoint integrated with SharePoint provided a comprehensive enterprise content management solution.

The flexibility, ease-of-use, and rapid deployment enabled Concept Searching to meet the short timescales which were critically important to the organization. The ability to fully deploy the solution in three weeks also significantly reduced the costs typically associated with a project of this size and demonstrated a rapid return on investment.

The ability to use semantic (conceptual) automatic metadata generation and compound term processing delivers much higher precision and relevance during search whilst supporting military personnel and their families in the Outreach Center improving –  the speed and quality of their support efforts.

Staff do not have to worry about creating metadata as all content is automatically meta-tagged and classified when created or ingested. This eliminates inconsistent meta-tagging and provides a rich metadata framework for the organization.

Easy to use taxonomy tools developed for the Subject Matter Expert provided an estimated cost saving of $150K-$200 thousand and reduced taxonomy development time by approximately six months.

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