Clientelis operates in a part of the industry that requires us to be extremely flexible, and have the ability to provide widely different solutions at relatively short notice and within tight budgets. This is why we developed our own rapid application development platform which allows us to develop solutions quickly. While our projects might differ widely, from customer support solutions to access-to-medicine programs, they have many common elements:
- We always have a requirement for a some mix of channels ranging from from SMS to mobile apps
- We almost always have to manage consent
- We need to provide traceability and a verifiable audit trail
- We have to have very high standards of security and data encryption
- We need to provide easy access to user guides within the system
- Monitoring & evaluation is always an important component
In each project, we combine these different channels and capabilities, and integrate with new ones as needed, to provide a solution to respond to our customer's requirements.
The system is designed to be open, and to allow for integration with new channels, as the growth of the internet-of-things sees more and more devices become connected.
The following are the main channels that we currently provide as part of our solutions:
The system provides Clientelis business analysts with the tools to quickly build highly specialised and bespoke data-models and data intput forms to go with them. The system is designed so that such bespoke data-models can leverage the core capabilities of the system, such as sms, email, dashboards, audit-trail etc.
Whatever the type of program you want to put in place, whether access-to-medicine, or mHealth, or something else, you should consider how to manage consent. There are many different choices, any of which may suit, depending on the circumstances:
- Paper: Collect consent from patients/beneficiaries/healthcare professionals using paper forms to collect their signatures.
- SMS: Your audience can voluntarily subscrie to a service by sending a keyword to a particular phone number or shortcode.
- USSD: Your audience can dial a USSD code (e.g. *120*12345#) to bring up a USSD menu, where they can give their consent.
- Web-form and OTP: Your audience can sign up using an online form, and then confirm that they control the phone number by typing in the one-time-pin (OTP) that the system will send them.
- Web-form and email: Your audience can sign up using a form, and then confirm that they control the email address by clicking on a link that will be sent to them via email.
The Clientelis platform has an optional consent-audit module which is used for reconciling paper consent forms with the records in the system. If the signed consent form is found to have been mislaid for a particular patient, then the app (or web-app) will show the field worker who deals with that patient, that the consent form needs to be re-signed.
Patient with missing consent form (fictional data)
An Audit Trail is very important in any system that is dealing with transactions or orders for a number of reasons:
- It provides information that proves the legitimacy of the transactions
- It serves to prevent fraud, by deterring unauthorised editing of records in the system, or evidincing it, should it happen
- It provides a tool to detect and investigate fraud (should there be any irregular deletions of transactions for example)
Block Chain technology
The Clientelis platform uses block chain concepts to create an audit trail which is capable of verifying its own integrity vis-a-vis the records that it audits. It works by generating a unique hashed code for each audit trail entry. This code is based on a number of inputs including:
- The previous audit trail entry
- The system records that have been added, updated or deleted
- The timestamp
If any of the records in the system are changed by someone sophisticated enough (and with access enough) to bypass the audit trail, then the audit trail will become inconsistent with the records that it audits, or with its place in the chain, and will therefore reveal the changes.
The platform has a dashboards module which allows graphs and reports to be built based on any data in the system.
We can build a large number of different types of the most common graphs including bar, line, area, pie and donut charts as well as reports and maps.
It is important to be able to filter the data shown in the graphs according to different criteria. This differs depending on the project, from date ranges through to products, countries, organizations etc. This will be defined for each project based on customer needs.