||KPAP (Kaiser Permanente
Operation Support) Case Sudy
Kaiser Permanente is America’s leading integrated health
care organization. The company has 8.2 million voluntarily
enrolled members nationwide. Today, Kaiser Permanente encompasses
the Kaiser Foundation Health Plan, Inc., Kaiser Foundation
Hospitals and the Permanente Medical Groups, and maintains
an affiliation with Group Health Cooperative.
In order to provide more benefits to its employees, physicians,
members and their families, Kaiser looked to build an e-commerce
web application to provide users with a variety of discounted
products and services. The non-technical character of this
user group meant that an easy and user-friendly interface
would be a key factor for the success of the project.
In addition, a management platform also needed to be developed
for the Kaiser Permanente HR Department staff who would be
the primary users involved in order processing, payment processing,
report generation and search functions. Although this group
possesses limited technical knowledge, they are well versed
in business workflow. Due to the heavy daily workload, an
easy, efficient and real-time response tool was an urgent
need for them.
After collecting user and business requirements and analyzing
the existing system, Saga Technologies’ team architected
the designated system with two separate web applications:
WebStore and ManagementPortal.
WebStore was developed to enable end users to browse and search
the activity catalogs, add items to the shopping cart and
submit orders, as well as manage their user profiles.
ManagementPortal was implemented with five key application
modules: Customer Self Care Manager, Order Manager, Customer
Manager, Payment Manager and Report Manager. This backend
application enables Kaiser Permanente HR staff to:
• Integrate order fulfillment: the entire order process,
which includes the
entry, review, processing and shipping of orders, is
• Manage and review orders: each incoming order includes
ordered, customer information and shipping and payment
• Process orders in a job queue: the system provides
an automated job-
queue-based workflow to help the user process orders
in an efficient
• Print orders and invoices: the interface provides
easy one-touch printing
of essential order-related documents.
• Search for orders, etc.: a search engine makes it
easy for users to
locate specific orders by order number, order date,
customer or shipping
• Send confirmation emails: after an order has been
placed or shipped,
users are able to send a confirmation email or an email
tracking number to the customer.
• Modify existing orders: the system allows users to
change quantity, add
or delete items, adjust shipping charges, sales tax,
• Automate credit card transactions: system automatically
processes credit cards in real time.
• Enter order processing details: users can update orders
with ship dates,
tracking numbers, status codes, notes and other information.
• Track order status: customers are able to use an online
function to track the status of their orders.
• Generate reports: users can generate sales booking
reports, shipping reports, payment reports and more.
• Track payments: users can track and manage customer
• Manage customer profiles: users can add, edit and
From a technical standpoint, the system was developed with
a multi-tiered architecture using ASP, COM/COM+ and SQL Server
2000. XML and XSLT were used in the user interface layer to
provide flexibility in page editing and styling. The team
also developed the session management module across the web
farm to enhance performance, scalability and availability.
SSL and Certificate were used to authenticate and authorize
users with the proper permissions.
The client was delighted with the success of the project and
the complete solution that Saga Technologies provided. While
end users enjoy shopping value-proven products and services
via the user-friendly WebStore, the Kaiser Permanente HR Department
is able to manage the increasing number of order transactions
with efficiency and real-time response through the ManagementPortal.
By working with Saga Technologies to assess and develop unique
solutions geared to their specific business requirements,
the client was able to add functionality and realize and immediate
return on investment.
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