Products & Services

SWEET VERSION 5.3.1
By Dan Voss - Product Manager

At the time of this writing, Version 5.3.1 of Sweet-Billing and Sweet-Field Data is just completing beta testing. Version 5.3.1 follows the release of 5.3.0 earlier this summer. The primary focus of version 5.3.0 was NEMSIS compliance, and the release notifications for this version were targeted at customers in states that needed NEMSIS compliance. While we are very proud of our NEMSIS Gold Compliance, for many customers, there just wasn't a compelling reason to move to 5.3.0.

That is definitely not the case with Version 5.3.1!

This release contains a lot of little features that have been on the drawing board, but that kept getting deferred because of larger projects driven by regulations getting priority.

My favorite feature in this release is part of the evolution of Sweet-Field Data. We call it Real Time Rules. Real Time Rules is a simple concept of using color coded field labels to indicate whether a field is defined as 'Required' or 'Prompt if Missing' for the call. Sweet-Field Data users will see this change as soon as their remote units are updated to version 5.3.1. There's no additional configuration required, and we've gotten really positive comments from our beta testers about this new feature.

For Billers, the provider number setup section has been enhanced with effective dates, and keeps track of two previous provider numbers to assist in the transition to NPI.

Reports have additional date filters to report on 'Last Quarter,' 'Last Quarter Last Year,' and 'Last Weekday' to simplify many common reporting requirements.

There are even features in 5.3.1 for the geeks in the crowd. The installation packages for Sweet-Billing and Sweet-Field Data have been updated for compatibility with Windows Vista.

Enhancements have also been made to give IT administrators a new option for database security.

Sweet-Billing and Sweet-Field Data aren't the only products getting attention. At EMS Expo, we pre-announced Web Reservations as an optional module for Sweet-CAD. Web Reservations is now in beta testing, and will be released for general availability soon.

Watch www.ortivusna.com for more information on Web Reservations as well as additional product announcements in early 2008!

WHAT DISTINGUISHES ORTIVUS CAD PROJECT MANAGEMENT FROM OTHERS?

“A company’s approach to project management is critical to a project.” ~ “CAD: Success is in the Service,” Public Safety Report / Mission Critical Communications, October 2007, p. 64.

A quote from the October 2007 issue of Public Safety Report / Mission Critical Communications, in the article entitled - CAD: Success is in the Service – says “It’s becoming harder to distinguish one CAD company from the next in terms of functionality….now faced with a number of equally functional systems, more agencies use services to distinguish one competitor from another.”

Computer-aided dispatch (CAD) software has evolved tremendously over the past thirty years, as has the software industry in general. In the 1980s, it was commonplace for CAD software vendors to customize the systems to meet the needs of each agency, including the interfaces to work between programs. Functionality varied significantly between CAD systems at that time and the high cost of the customized systems was prohibitive for many of the smaller agencies. However, in today’s era of commercial off-the-shelf software, the difference between CAD systems is not as significant as it used to be and often it comes down to service that distinguishes one CAD vendor from another.

What distinguishes Ortivus service apart from other CAD vendors? In large part, we believe it is our commitment to customer service and project management. Ortivus’ emphasis on managing each CAD project with the best service, attention to detail and responsiveness is evidenced by the following facts:

• Ortivus uses a single customer point-of-contact to keep communications clear and consistent; regular meetings and calls are held, as well as a list of action items maintained for each project.

• Based on many years of experience in the industry, Ortivus sets realistic expectations that allow commitments to be met; Ortivus plans very carefully in concert with partners in order to ensure timely delivery.

• When issues arise, Ortivus believes in listening to the customer very carefully and is resourceful when finding solutions. The decision authority within Ortivus is shared between the departments where the knowledge resides - development, support and marketing/sales - which helps provide the most efficient and effective solutions. The “chain of command” is simple at Ortivus, with only a few layers involved to expedite information and decisions.

• Ortivus provides a Statement of Work (SOW) with every proposal, which outlines deliverables and responsibilities for all parties involved (Ortivus, customer, end user).

• Ortivus verifies system throughput, load, capacity, network communications and application functionality at several stages in the process beginning with development tests, Quality and Assurance Departmental testing, Beta testing, external consultants hired to perform tests and identify issues, and occasionally via scheduling installation prior to deployments for time to work through any identified issues. Ortivus also agrees with all parties on an Acceptance Test Procedure (ATP), to ensure the system behaves as required in all scenarios.

• Ortivus invests a great deal in training for both their Product Managers and their customers. Many training options are offered for CAD customers, including onsite “train-the-trainer” and regular user training sessions, refresher training classes, remote training, and web-based support (FAQs, live webinars, recorded classes, user guides, etc.). Ortivus staffs a technical support phone line in order to respond to “how to” questions. On the flip side, Ortivus hires Product Managers with extensive IT backgrounds and supports continued training through relevant university courses and other training offerings.

• Responsive service is a priority at Ortivus. The majority of CAD inquiries – 80 % – are answered the same day. Nearly all calls are answered within a week and those calls requiring development only amount to 5%. Ortivus uses a database system that logs customer history and other crucial information which increases individual knowledge of each account, allowing for increased efficiencies and effectiveness in customer support.

Ortivus realizes that there are many choices on the market for CAD systems. Their commitment to being the customer’s preferred provider is evidenced through its customer service philosophy and results.