CSE 788.

10 - Spring 12 EDGE TO ENTERPRISE

Midterm Presentation
Team: Arati Mahimane, Rachit Sood, Cynthea Godwin

Sponsor: Chaitanya Shivade

Partnership for Performance

Idea

Enterprise providing Service

Bridge the Gap !

People voicing their opinions

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Feedback Loop

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Details
PROBLEM STATEMENT The project deals with building a tool that would allow an enterprise to gain perspective into the as-is condition of its services , based on feedback on each service obtained from real world sources. VISION We envision the tool as one that allows the enterprise to process the real world sources and extract pertinent information about its services , which will show how the enterprise is doing as a provider of a particular service. SCOPE To limit the scope of this exercise , we present a methodology to extract pertinent information from the Letters to editor section in a local newspaper (feedback source) about services provided in the Healthcare (service sector) by the City of Columbus (enterprise).

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Innovation
Our research answers the age old question that troubles every decision maker in a large service oriented enterprise: How is the company doing and where can we improve? We use the letters to the editor section of the newspaper to gain the as-is perspective because it accurately represents how the public feels about a service that the city (enterprise) provides.

There are multiple facets of this exercise where innovative approaches are needed:
Extending existing CBM. Natural Language Processing: to process the letters. Sentiment Analysis: to get the intent of the letter.

Processing the outputs into a format that is usable by other applications.

Extensibility into other services of the enterprise. Scalability when dealing with large enterprises and complex services.

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Stakeholders
Healthcare providers
Gain greater insight into various health related problems faced by the citizens. Study of service feedback helps improve the treatment provided. Channel resources into the sector that needs most attention. Helps identify services that need immediate attention.

City of Columbus

Helps determine health of current systems. High-level, prioritized view of what needs attention in the enterprise. The city can model its services better and utilize resources in a better way. Aids in decision making at a high level.

Citizens / Public / Population

The people of the city would feel that their voices are heard and that some action was taken to alleviate their grievances which in turn would lead to satisfaction.

Columbus Dispatch

The newspaper could become the official mode of communication between the city and the citizens. There could be some incentives for the newspaper as a direct consequence.

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Examples

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So what do people generally talk about?

Politics Sports Drug Problems Medicare / Obamacare Rising fuel costs Recent incidents Female Rights Inabilities of the newspaper Other letters in the newspaper Achievements

City services Experiences with healthcare / doctors Health hazards

Framework

Core competencies of the enterprise

Accountability Levels: A simple framework for separating strategic decisions (direct), management checks (control) and business actions (execute).

City Of Columbus

Business components: individual business modules that play a defined role within the organization.

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IDEF0
Services provided by the Enterprise

Letters to the Editor

Classifier Tool + Sentiment Analyzer A0

Newsletter for citizens Web Application / Information System for Enterprise

Domain Specific / Open World Standards

Ontologies

Initial CBM model

CBM

Enhance CBM

NODE:

TITLE:

NO.:

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IDEF3

Using Wordnet

Using Open world standards

Using Part-OfSpeech Tagger

By calculating sentiment score Partnership for Performance

Risks
Risks Resolved:
Scope not well defined Scope narrowed to healthcare domain Visualization not clear HCI finalized

Future Risks:
Incorrect Source
Letters may not be a comprehensive source of information

Copyright Issues
Newspaper refuses to cooperate due to copyright issues

Trust Issues
There may be trust issues from the client side i.e. the healthcare provider

False Indicator
Citizen responses may not reflect actual service performance

Correctness of Results Analysis may go wrong or we might not be able to conclude the sentiment

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Output
The output will be in the form of : 1) Newsletter for citizens 2) Web Application / Information System for the Healthcare provider 3) Enhanced Component Business model for the City of Columbus

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Output #1 Newsletter
Basic Structure of the Newsletter which is sent out by the enterprise to the public What the public is talking about? Will this affect you directly or Indirectly ? Why is this important to your health? What will we do next ?

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Output #2

facebook like structured data ( shows the events and latest news )

will show facilities, current statistics

multi level real time ticker

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each level would show you how the feedback relates to your enterprise

The enterprise looks at the page to see what is being said and what they are doing about it right now so this is more of a AS IS /planning tool

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Project Plan
Tasks Accomplished: 1. 2. 3. 4. Literature Survey Finalized HCI Defined Overall System Flow Decided the tools to be used for analysis

Tasks Planned:
1. Implementation and Testing 2. Final revisions to the Project Report

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References
[1] Identifying what should be changed - How public officials and military leaders can choose wisely: IBM Corporation [2] Chaitanya Shivade, Farha Mukri, Rajiv Ramnath, Jay Ramanathan. Method for Continous Generation of CBM Heat Map Using Execution Data for Complex Service Enterprise. [3] Feedback Statement 11/2 in Summary. Consumer complaints: Feedback on DP10/1: Financial Services Authority. [4] Brendan OConnor, Ramnath Balasubramanyan, Bryan R. Routledge, Noah A. Smith. From Tweets to Polls: Linking Text Sentiment to Public Opinion Time Series. [5] Rhian Silvestro. Applying gap analysis in the health service to inform the service improvement agenda [6] Aron Culotta. Towards detecting influenza epidemics by analyzing Twitter messages. [7] Gregg G. Van Ryzin. Expectations, Performance, and Citizen Satisfaction with Urban Services. [8] Michael J. Paul and Mark Dredze. You Are What You Tweet: Analyzing Twitter for Public Health

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Thank you!

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