Bastion HMO business and technology stakeholders

Bastion HMO: WhatsApp, Omnichannel & AI Customer Engagement Discovery Pulse

A structured discovery pulse covering member journeys, operations, technology, integration, automation, security and implementation priorities.

Please answer from your area of responsibility. Where information is not currently available, enter “To be confirmed.” Your responses will inform the customer experience, WhatsApp, omnichannel, CRM, integration, automation, AI, reporting, security and delivery recommendations.

191 questionsProgress shown as you go

Before you begin

Tell us who is responding

These details will be stored with your response.

First name Last name Email address Organisation

Please complete the required information before continuing.

Section 1

Contact & Context

Tell us who is coordinating this response.

01 · Contact & Context

Role / department*

Please answer this question before continuing.

Press Enter ↵

02 · Contact & Context

Telephone number

Please answer this question before continuing.

Press Enter ↵

Section 2

1. Business Objectives

Clarify the outcomes the proposed service must deliver.

04 · 1. Business Objectives

What are the three most important outcomes expected from this initiative?*

List the outcomes in priority order.

Please answer this question before continuing.

Press Enter ↵

05 · 1. Business Objectives

What would success look like 6–12 months after implementation?*

Consider call volumes, response times, digital enrolments, sales, renewals, satisfaction and self-service.

Please answer this question before continuing.

Press Enter ↵

Section 3

2. Customers, Members & Stakeholders

Understand the audiences, channels, volumes and reasons for contact.

08 · 2. Customers, Members & Stakeholders

Approximately how many enquiries are received through each channel, and which team is responsible?

Cover WhatsApp, telephone, email, website/live chat, social media, member portal/app and any other channels. Include whether figures are daily or monthly.

Please answer this question before continuing.

Press Enter ↵

09 · 2. Customers, Members & Stakeholders

What are the most common reasons members or prospective members contact Bastion?*

List approximately ten reasons.

Please answer this question before continuing.

Press Enter ↵

Section 4

3. Current WhatsApp & Meta Environment

Establish the current WhatsApp Business and Meta infrastructure.

10 · 3. Current WhatsApp & Meta Environment

Does Bastion currently use WhatsApp for member / customer communication?

YesNoLimited / informal useUnsure

Please answer this question before continuing.

Press Enter ↵

11 · 3. Current WhatsApp & Meta Environment

If WhatsApp is currently used, how is it used?

Please answer this question before continuing.

Press Enter ↵

12 · 3. Current WhatsApp & Meta Environment

Is there currently a dedicated Bastion WhatsApp business telephone number?

YesNoUnsure

Please answer this question before continuing.

Press Enter ↵

13 · 3. Current WhatsApp & Meta Environment

What is the number and its current purpose, if applicable?

Please answer this question before continuing.

Press Enter ↵

14 · 3. Current WhatsApp & Meta Environment

How is the WhatsApp number currently operating?

Please answer this question before continuing.

Press Enter ↵

15 · 3. Current WhatsApp & Meta Environment

Does Bastion have an existing Meta Business Portfolio / Business Manager account?

YesNoUnsure

Please answer this question before continuing.

Press Enter ↵

16 · 3. Current WhatsApp & Meta Environment

Has Meta Business Verification been completed?

YesNoIn progressUnsure

Please answer this question before continuing.

Press Enter ↵

17 · 3. Current WhatsApp & Meta Environment

Does Bastion already have a WhatsApp Business Account (WABA) within Meta?

YesNoUnsure

Please answer this question before continuing.

Press Enter ↵

18 · 3. Current WhatsApp & Meta Environment

Who currently administers the Meta / WhatsApp environment?

Please answer this question before continuing.

Press Enter ↵

20 · 3. Current WhatsApp & Meta Environment

Please specify the integrated platforms.

Please answer this question before continuing.

Press Enter ↵

21 · 3. Current WhatsApp & Meta Environment

Are approved outbound WhatsApp message templates already in use?

YesNoUnsure

Please answer this question before continuing.

Press Enter ↵

22 · 3. Current WhatsApp & Meta Environment

Should the engagement include setup, configuration or migration of the WhatsApp Business environment?

YesNoTo be determined

Please answer this question before continuing.

Press Enter ↵

Section 5

4. Current HMO Member Journey

Map the journey from enquiry through onboarding and renewal.

23 · 4. Current HMO Member Journey

How does an individual currently become a Bastion member?*

Describe enquiry, plan selection, registration, payment, verification, member creation, activation and onboarding.

Please answer this question before continuing.

Press Enter ↵

24 · 4. Current HMO Member Journey

What is the current digital maturity of “Plan discovery”?

ManualPartially digitalFully digitalTo be confirmed

Please answer this question before continuing.

Press Enter ↵

25 · 4. Current HMO Member Journey

What is the current digital maturity of “Plan comparison”?

ManualPartially digitalFully digitalTo be confirmed

Please answer this question before continuing.

Press Enter ↵

26 · 4. Current HMO Member Journey

What is the current digital maturity of “Quotation”?

ManualPartially digitalFully digitalTo be confirmed

Please answer this question before continuing.

Press Enter ↵

27 · 4. Current HMO Member Journey

What is the current digital maturity of “Registration”?

ManualPartially digitalFully digitalTo be confirmed

Please answer this question before continuing.

Press Enter ↵

28 · 4. Current HMO Member Journey

What is the current digital maturity of “Dependant registration”?

ManualPartially digitalFully digitalTo be confirmed

Please answer this question before continuing.

Press Enter ↵

29 · 4. Current HMO Member Journey

What is the current digital maturity of “Document collection”?

ManualPartially digitalFully digitalTo be confirmed

Please answer this question before continuing.

Press Enter ↵

30 · 4. Current HMO Member Journey

What is the current digital maturity of “Payment”?

ManualPartially digitalFully digitalTo be confirmed

Please answer this question before continuing.

Press Enter ↵

31 · 4. Current HMO Member Journey

What is the current digital maturity of “Payment confirmation”?

ManualPartially digitalFully digitalTo be confirmed

Please answer this question before continuing.

Press Enter ↵

32 · 4. Current HMO Member Journey

What is the current digital maturity of “Member creation”?

ManualPartially digitalFully digitalTo be confirmed

Please answer this question before continuing.

Press Enter ↵

33 · 4. Current HMO Member Journey

What is the current digital maturity of “Member ID generation”?

ManualPartially digitalFully digitalTo be confirmed

Please answer this question before continuing.

Press Enter ↵

34 · 4. Current HMO Member Journey

What is the current digital maturity of “Activation”?

ManualPartially digitalFully digitalTo be confirmed

Please answer this question before continuing.

Press Enter ↵

35 · 4. Current HMO Member Journey

What is the current digital maturity of “Welcome / onboarding”?

ManualPartially digitalFully digitalTo be confirmed

Please answer this question before continuing.

Press Enter ↵

36 · 4. Current HMO Member Journey

What is the current digital maturity of “Renewal”?

ManualPartially digitalFully digitalTo be confirmed

Please answer this question before continuing.

Press Enter ↵

37 · 4. Current HMO Member Journey

Where are the biggest delays, manual interventions or customer frustrations within the current journey?*

Please answer this question before continuing.

Press Enter ↵

Section 6

5. Priority WhatsApp Journeys

Identify which journeys belong in phase one and which should follow later.

38 · 5. Priority WhatsApp Journeys

What priority should be assigned to “General HMO FAQs”?

Phase 1Future phaseNot requiredTo be confirmed

Please answer this question before continuing.

Press Enter ↵

39 · 5. Priority WhatsApp Journeys

What priority should be assigned to “Explore health plans”?

Phase 1Future phaseNot requiredTo be confirmed

Please answer this question before continuing.

Press Enter ↵

40 · 5. Priority WhatsApp Journeys

What priority should be assigned to “Compare health plans”?

Phase 1Future phaseNot requiredTo be confirmed

Please answer this question before continuing.

Press Enter ↵

41 · 5. Priority WhatsApp Journeys

What priority should be assigned to “Receive plan recommendation”?

Phase 1Future phaseNot requiredTo be confirmed

Please answer this question before continuing.

Press Enter ↵

42 · 5. Priority WhatsApp Journeys

What priority should be assigned to “Request quotation”?

Phase 1Future phaseNot requiredTo be confirmed

Please answer this question before continuing.

Press Enter ↵

43 · 5. Priority WhatsApp Journeys

What priority should be assigned to “Speak with sales”?

Phase 1Future phaseNot requiredTo be confirmed

Please answer this question before continuing.

Press Enter ↵

44 · 5. Priority WhatsApp Journeys

What priority should be assigned to “Register as new member”?

Phase 1Future phaseNot requiredTo be confirmed

Please answer this question before continuing.

Press Enter ↵

45 · 5. Priority WhatsApp Journeys

What priority should be assigned to “Register dependants”?

Phase 1Future phaseNot requiredTo be confirmed

Please answer this question before continuing.

Press Enter ↵

46 · 5. Priority WhatsApp Journeys

What priority should be assigned to “Upload enrolment documents”?

Phase 1Future phaseNot requiredTo be confirmed

Please answer this question before continuing.

Press Enter ↵

47 · 5. Priority WhatsApp Journeys

What priority should be assigned to “Make payment”?

Phase 1Future phaseNot requiredTo be confirmed

Please answer this question before continuing.

Press Enter ↵

48 · 5. Priority WhatsApp Journeys

What priority should be assigned to “Confirm payment”?

Phase 1Future phaseNot requiredTo be confirmed

Please answer this question before continuing.

Press Enter ↵

49 · 5. Priority WhatsApp Journeys

What priority should be assigned to “Check enrolment status”?

Phase 1Future phaseNot requiredTo be confirmed

Please answer this question before continuing.

Press Enter ↵

50 · 5. Priority WhatsApp Journeys

What priority should be assigned to “Retrieve member ID / details”?

Phase 1Future phaseNot requiredTo be confirmed

Please answer this question before continuing.

Press Enter ↵

51 · 5. Priority WhatsApp Journeys

What priority should be assigned to “Find hospital / provider”?

Phase 1Future phaseNot requiredTo be confirmed

Please answer this question before continuing.

Press Enter ↵

52 · 5. Priority WhatsApp Journeys

What priority should be assigned to “Check plan benefits”?

Phase 1Future phaseNot requiredTo be confirmed

Please answer this question before continuing.

Press Enter ↵

53 · 5. Priority WhatsApp Journeys

What priority should be assigned to “Check eligibility”?

Phase 1Future phaseNot requiredTo be confirmed

Please answer this question before continuing.

Press Enter ↵

54 · 5. Priority WhatsApp Journeys

What priority should be assigned to “Request authorisation”?

Phase 1Future phaseNot requiredTo be confirmed

Please answer this question before continuing.

Press Enter ↵

55 · 5. Priority WhatsApp Journeys

What priority should be assigned to “Check authorisation status”?

Phase 1Future phaseNot requiredTo be confirmed

Please answer this question before continuing.

Press Enter ↵

56 · 5. Priority WhatsApp Journeys

What priority should be assigned to “Claims guidance”?

Phase 1Future phaseNot requiredTo be confirmed

Please answer this question before continuing.

Press Enter ↵

57 · 5. Priority WhatsApp Journeys

What priority should be assigned to “Submit claim information”?

Phase 1Future phaseNot requiredTo be confirmed

Please answer this question before continuing.

Press Enter ↵

58 · 5. Priority WhatsApp Journeys

What priority should be assigned to “Check claim status”?

Phase 1Future phaseNot requiredTo be confirmed

Please answer this question before continuing.

Press Enter ↵

59 · 5. Priority WhatsApp Journeys

What priority should be assigned to “Lodge complaint”?

Phase 1Future phaseNot requiredTo be confirmed

Please answer this question before continuing.

Press Enter ↵

60 · 5. Priority WhatsApp Journeys

What priority should be assigned to “Check complaint / case status”?

Phase 1Future phaseNot requiredTo be confirmed

Please answer this question before continuing.

Press Enter ↵

61 · 5. Priority WhatsApp Journeys

What priority should be assigned to “Renew plan”?

Phase 1Future phaseNot requiredTo be confirmed

Please answer this question before continuing.

Press Enter ↵

62 · 5. Priority WhatsApp Journeys

What priority should be assigned to “Update member information”?

Phase 1Future phaseNot requiredTo be confirmed

Please answer this question before continuing.

Press Enter ↵

63 · 5. Priority WhatsApp Journeys

What priority should be assigned to “Corporate plan enquiry”?

Phase 1Future phaseNot requiredTo be confirmed

Please answer this question before continuing.

Press Enter ↵

64 · 5. Priority WhatsApp Journeys

What priority should be assigned to “Provider enquiry”?

Phase 1Future phaseNot requiredTo be confirmed

Please answer this question before continuing.

Press Enter ↵

65 · 5. Priority WhatsApp Journeys

What priority should be assigned to “Speak with customer service”?

Phase 1Future phaseNot requiredTo be confirmed

Please answer this question before continuing.

Press Enter ↵

66 · 5. Priority WhatsApp Journeys

Which five journeys should receive the highest priority?*

List them in priority order.

Please answer this question before continuing.

Press Enter ↵

Section 7

6. Health Plan Discovery & Sales

Understand products, pricing, digital sales and lead qualification.

67 · 6. Health Plan Discovery & Sales

How many health plans / products are currently offered?

Please answer this question before continuing.

Press Enter ↵

68 · 6. Health Plan Discovery & Sales

Which customer segments do these plans cover?

Please answer this question before continuing.

Press Enter ↵

69 · 6. Health Plan Discovery & Sales

How are plan prices determined?

Please answer this question before continuing.

Press Enter ↵

70 · 6. Health Plan Discovery & Sales

What factors affect pricing?

Please answer this question before continuing.

Press Enter ↵

71 · 6. Health Plan Discovery & Sales

Can an individual currently purchase a plan without speaking with a Bastion representative?

YesNoCertain plans only

Please answer this question before continuing.

Press Enter ↵

72 · 6. Health Plan Discovery & Sales

Should WhatsApp help a prospective member identify an appropriate plan based on their needs?

YesNoTo be explored

Please answer this question before continuing.

Press Enter ↵

73 · 6. Health Plan Discovery & Sales

Should an interested prospect automatically become a lead within CRM?

YesNoTo be explored

Please answer this question before continuing.

Press Enter ↵

74 · 6. Health Plan Discovery & Sales

Should the system automatically assign qualified prospects to sales representatives?

YesNoTo be explored

Please answer this question before continuing.

Press Enter ↵

75 · 6. Health Plan Discovery & Sales

What information must be captured before a sales opportunity can be considered qualified?

Please answer this question before continuing.

Press Enter ↵

Section 8

7. Enrolment & Member Creation

Define enrolment data, approvals and member-platform capabilities.

76 · 7. Enrolment & Member Creation

Which platform currently manages members / enrollees?

Please answer this question before continuing.

Press Enter ↵

77 · 7. Enrolment & Member Creation

How are new member records currently created?

Please answer this question before continuing.

Press Enter ↵

78 · 7. Enrolment & Member Creation

What information is required for individual enrolment?

Please answer this question before continuing.

Press Enter ↵

79 · 7. Enrolment & Member Creation

What information is required for dependant enrolment?

Please answer this question before continuing.

Press Enter ↵

80 · 7. Enrolment & Member Creation

Are documents or photographs required?

YesNoTo be confirmed

Please answer this question before continuing.

Press Enter ↵

81 · 7. Enrolment & Member Creation

If documents or photographs are required, please specify them.

Please answer this question before continuing.

Press Enter ↵

82 · 7. Enrolment & Member Creation

Does enrolment require internal validation / approval before activation?

YesNoTo be confirmed

Please answer this question before continuing.

Press Enter ↵

83 · 7. Enrolment & Member Creation

Please describe the validation / approval process.

Please answer this question before continuing.

Press Enter ↵

84 · 7. Enrolment & Member Creation

Can the member management platform create a new member through an API?

YesNoUnsure

Please answer this question before continuing.

Press Enter ↵

85 · 7. Enrolment & Member Creation

What can the member platform return?

Please answer this question before continuing.

Press Enter ↵

Section 9

8. Payment Gateway & Premium Collection

Map payment methods, APIs, notifications and reconciliation.

86 · 8. Payment Gateway & Premium Collection

Which payment gateway(s) does Bastion currently use?

Please answer this question before continuing.

Press Enter ↵

87 · 8. Payment Gateway & Premium Collection

Which payment methods are supported?

Please answer this question before continuing.

Press Enter ↵

89 · 8. Payment Gateway & Premium Collection

Does the payment gateway provide an API?

YesNoUnsure

Please answer this question before continuing.

Press Enter ↵

90 · 8. Payment Gateway & Premium Collection

Does it support webhooks / real-time payment notifications?

YesNoUnsure

Please answer this question before continuing.

Press Enter ↵

91 · 8. Payment Gateway & Premium Collection

What should happen after successful payment?

For example: payment confirmed, CRM updated, enrolment created, membership activated and welcome message sent.

Please answer this question before continuing.

Press Enter ↵

92 · 8. Payment Gateway & Premium Collection

How are premiums currently reconciled against member records?

Please answer this question before continuing.

Press Enter ↵

Section 10

9. Member Identification & Authentication

Define recognition, verification and protected journeys.

93 · 9. Member Identification & Authentication

Should an existing member be recognised automatically when contacting Bastion?

YesNoTo be explored

Please answer this question before continuing.

Press Enter ↵

94 · 9. Member Identification & Authentication

How should an existing member be identified?

Please answer this question before continuing.

Press Enter ↵

95 · 9. Member Identification & Authentication

Is the member's registered mobile number reliably stored in the current member database?

YesNoPartiallyUnsure

Please answer this question before continuing.

Press Enter ↵

96 · 9. Member Identification & Authentication

Should additional authentication be required before returning member-specific information?

YesNoDepends on information requested

Please answer this question before continuing.

Press Enter ↵

97 · 9. Member Identification & Authentication

Which authentication mechanisms are available?

Please answer this question before continuing.

Press Enter ↵

98 · 9. Member Identification & Authentication

Which journeys should require additional authentication?

Please answer this question before continuing.

Press Enter ↵

Section 11

10. Provider & Hospital Directory

Understand provider data and member search requirements.

99 · 10. Provider & Hospital Directory

Where is the provider / hospital network currently maintained?

Please answer this question before continuing.

Press Enter ↵

101 · 10. Provider & Hospital Directory

Should a member be able to ask “Which hospitals near me accept my plan?”

YesNoFuture phase

Please answer this question before continuing.

Press Enter ↵

102 · 10. Provider & Hospital Directory

What should provider search consider?

Please answer this question before continuing.

Press Enter ↵

103 · 10. Provider & Hospital Directory

Is the provider directory available through an API?

YesNoUnsure

Please answer this question before continuing.

Press Enter ↵

Section 12

11. Benefits & Eligibility

Define benefit data, safe access and agent-only enquiries.

104 · 11. Benefits & Eligibility

Should members be able to check plan benefits through WhatsApp?

YesNoFuture phase

Please answer this question before continuing.

Press Enter ↵

105 · 11. Benefits & Eligibility

Where are member benefits / eligibility currently held?

Please answer this question before continuing.

Press Enter ↵

106 · 11. Benefits & Eligibility

Can the system return member-specific benefit information through an API?

YesNoUnsure

Please answer this question before continuing.

Press Enter ↵

107 · 11. Benefits & Eligibility

What benefit information could safely be made available through WhatsApp?

Please answer this question before continuing.

Press Enter ↵

108 · 11. Benefits & Eligibility

Are there benefit enquiries that must always be handled by an agent?

Please answer this question before continuing.

Press Enter ↵

Section 13

12. Authorisation / Pre-Authorisation

Map requests, status updates, clinical review and safe disclosure.

109 · 12. Authorisation / Pre-Authorisation

How do members / providers currently request authorisation?

Please answer this question before continuing.

Press Enter ↵

110 · 12. Authorisation / Pre-Authorisation

What should WhatsApp support for authorisation?

Please answer this question before continuing.

Press Enter ↵

111 · 12. Authorisation / Pre-Authorisation

Which system currently manages authorisations?

Please answer this question before continuing.

Press Enter ↵

112 · 12. Authorisation / Pre-Authorisation

Does the authorisation system expose APIs?

YesNoUnsure

Please answer this question before continuing.

Press Enter ↵

113 · 12. Authorisation / Pre-Authorisation

Does the authorisation process require clinical or manual review?

YesNoDepends on request

Please answer this question before continuing.

Press Enter ↵

114 · 12. Authorisation / Pre-Authorisation

What information is required to initiate an authorisation?

Please answer this question before continuing.

Press Enter ↵

115 · 12. Authorisation / Pre-Authorisation

What information can safely be returned to members through WhatsApp?

Please answer this question before continuing.

Press Enter ↵

Section 14

13. Claims

Map submission channels, system integration and safe status information.

116 · 13. Claims

How are claims currently submitted?

Please answer this question before continuing.

Press Enter ↵

118 · 13. Claims

Which system currently manages claims?

Please answer this question before continuing.

Press Enter ↵

119 · 13. Claims

Does the claims system expose APIs?

YesNoUnsure

Please answer this question before continuing.

Press Enter ↵

120 · 13. Claims

What claim information can be safely returned through WhatsApp?

Please answer this question before continuing.

Press Enter ↵

Section 15

14. Complaints, Cases & Service Requests

Define ticket creation and customer status communication.

121 · 14. Complaints, Cases & Service Requests

How are complaints currently logged?

Please answer this question before continuing.

Press Enter ↵

122 · 14. Complaints, Cases & Service Requests

Should WhatsApp automatically create a case / ticket for defined enquiry types?

YesNoTo be explored

Please answer this question before continuing.

Press Enter ↵

123 · 14. Complaints, Cases & Service Requests

Which enquiries should create formal tickets?

Please answer this question before continuing.

Press Enter ↵

124 · 14. Complaints, Cases & Service Requests

What should customers receive?

Please answer this question before continuing.

Press Enter ↵

Section 16

15. CRM & Lead Management

Define lead, member and conversation records.

125 · 15. CRM & Lead Management

Does Bastion currently use a CRM?

Zoho CRMAnother CRMNo CRMUnsure

Please answer this question before continuing.

Press Enter ↵

126 · 15. CRM & Lead Management

What CRM platform is used, if applicable?

Please answer this question before continuing.

Press Enter ↵

127 · 15. CRM & Lead Management

What should happen when a prospective member contacts Bastion?

Please answer this question before continuing.

Press Enter ↵

128 · 15. CRM & Lead Management

What should happen when an existing member contacts Bastion?

Please answer this question before continuing.

Press Enter ↵

129 · 15. CRM & Lead Management

Should WhatsApp conversations be retained against the customer / member record?

YesNoTo be determined

Please answer this question before continuing.

Press Enter ↵

130 · 15. CRM & Lead Management

What should the CRM single view include?

Please answer this question before continuing.

Press Enter ↵

Section 17

16. Customer Service & Human Handover

Define teams, routing, availability and service levels.

132 · 16. Customer Service & Human Handover

Approximately how many agents / users would require access?

Please answer this question before continuing.

Press Enter ↵

133 · 16. Customer Service & Human Handover

What are the current service operating hours?

Please answer this question before continuing.

Press Enter ↵

134 · 16. Customer Service & Human Handover

What should enquiries automatically route based on?

Please answer this question before continuing.

Press Enter ↵

135 · 16. Customer Service & Human Handover

What should happen when automation cannot resolve an enquiry?

Please answer this question before continuing.

Press Enter ↵

136 · 16. Customer Service & Human Handover

What should happen when no agent is available?

Please answer this question before continuing.

Press Enter ↵

137 · 16. Customer Service & Human Handover

Are response and resolution SLAs currently defined?

YesNo

Please answer this question before continuing.

Press Enter ↵

138 · 16. Customer Service & Human Handover

If SLAs are defined, please provide details.

Please answer this question before continuing.

Press Enter ↵

Section 18

17. Proactive Member Communications

Identify outbound journeys, volumes and consent.

140 · 17. Proactive Member Communications

Approximately how many outbound messages may be sent each month?

Please answer this question before continuing.

Press Enter ↵

141 · 17. Proactive Member Communications

How is member consent for communications currently captured?

Please answer this question before continuing.

Press Enter ↵

Section 19

18. Omnichannel Requirements

Clarify channels and the desired agent workspace.

142 · 18. Omnichannel Requirements

Beyond WhatsApp, which channels should the proposed service environment include?

Please answer this question before continuing.

Press Enter ↵

143 · 18. Omnichannel Requirements

Should agents have a consolidated view of conversations across these channels?

YesNoFuture phase

Please answer this question before continuing.

Press Enter ↵

144 · 18. Omnichannel Requirements

Are any existing customer service / contact centre platforms expected to remain?

Please answer this question before continuing.

Press Enter ↵

Section 20

19. Knowledge Base & Content

Locate approved content and its governance owners.

145 · 19. Knowledge Base & Content

Does Bastion currently maintain a central knowledge base?

YesNoPartially

Please answer this question before continuing.

Press Enter ↵

146 · 19. Knowledge Base & Content

Where are approved customer-service answers currently maintained?

Please answer this question before continuing.

Press Enter ↵

148 · 19. Knowledge Base & Content

Who approves member-facing content?

Please answer this question before continuing.

Press Enter ↵

Section 21

20. AI & Intelligent Automation

Explore useful AI capabilities and the required safeguards.

149 · 20. AI & Intelligent Automation

Does Bastion currently use AI within any customer, operational or clinical-adjacent process?

YesNoPilot onlyUnsure

Please answer this question before continuing.

Press Enter ↵

150 · 20. AI & Intelligent Automation

If AI is currently used, please describe it.

Please answer this question before continuing.

Press Enter ↵

151 · 20. AI & Intelligent Automation

Should the proposed solution explore AI-assisted customer engagement?

YesNoFuture phaseTo be explored during discovery

Please answer this question before continuing.

Press Enter ↵

153 · 20. AI & Intelligent Automation

How should AI participate in customer engagement?

Customer-facingAgent-assist onlyCombinationTo be determined

Please answer this question before continuing.

Press Enter ↵

154 · 20. AI & Intelligent Automation

Where should AI not be allowed to provide an autonomous response?

Consider clinical advice, claims or authorisation decisions, and complaints requiring judgement.

Please answer this question before continuing.

Press Enter ↵

155 · 20. AI & Intelligent Automation

Should all AI-generated customer responses be grounded only in Bastion-approved knowledge / content?

YesNoTo be determined

Please answer this question before continuing.

Press Enter ↵

156 · 20. AI & Intelligent Automation

Would Bastion require human approval for certain AI-generated responses?

YesNoDepends on enquiry type

Please answer this question before continuing.

Press Enter ↵

157 · 20. AI & Intelligent Automation

Are there specific AI governance, explainability or audit requirements?

Please answer this question before continuing.

Press Enter ↵

Section 22

21. Technology Landscape

Document current systems and integration readiness.

158 · 21. Technology Landscape

Describe the current system, vendor, API availability and integration requirement for each capability.

Cover CRM, member administration, enrolment, claims, authorisation, provider management, payment, finance/ERP, website, member portal, mobile app, contact centre, email, SMS, identity/authentication, analytics/BI, document management and other relevant systems.

Please answer this question before continuing.

Press Enter ↵

159 · 21. Technology Landscape

Are API specifications available for the systems above?

YesPartiallyNoUnsure

Please answer this question before continuing.

Press Enter ↵

160 · 21. Technology Landscape

Are there any systems that cannot currently integrate with third-party applications?

Please answer this question before continuing.

Press Enter ↵

161 · 21. Technology Landscape

Are legacy systems or manual databases / spreadsheets involved in any workflows?

YesNoUnsure

Please answer this question before continuing.

Press Enter ↵

162 · 21. Technology Landscape

If legacy systems or manual data sources are involved, please describe them.

Please answer this question before continuing.

Press Enter ↵

Section 23

22. Data, Security & Privacy

Define data categories, restrictions and assurance requirements.

164 · 22. Data, Security & Privacy

Are there categories of data that must not be stored within WhatsApp / Zoho?

Please answer this question before continuing.

Press Enter ↵

166 · 22. Data, Security & Privacy

Which information-security standards or internal policies must the solution comply with?

Please answer this question before continuing.

Press Enter ↵

167 · 22. Data, Security & Privacy

Is security review / penetration testing required before go-live?

YesNoTo be determined

Please answer this question before continuing.

Press Enter ↵

Section 24

23. Reporting & Analytics

Define management measures, audiences and cadence.

169 · 23. Reporting & Analytics

Who requires access to reporting?

Please answer this question before continuing.

Press Enter ↵

170 · 23. Reporting & Analytics

What reporting cadence is required?

Please answer this question before continuing.

Press Enter ↵

Section 25

24. Service Volumes & Scalability

Size current demand and future growth.

171 · 24. Service Volumes & Scalability

How many active members does Bastion currently support?

Please answer this question before continuing.

Press Enter ↵

172 · 24. Service Volumes & Scalability

What growth is expected over the next 12–24 months?

Please answer this question before continuing.

Press Enter ↵

173 · 24. Service Volumes & Scalability

Are there known periods of unusually high enquiry volume?

Consider renewals, corporate enrolment periods, campaigns and service incidents.

Please answer this question before continuing.

Press Enter ↵

174 · 24. Service Volumes & Scalability

Should the solution support additional brands / business units in future?

YesNoPossibly

Please answer this question before continuing.

Press Enter ↵

Section 26

25. Operating Model & Governance

Identify ownership, approval and support responsibilities.

175 · 25. Operating Model & Governance

Who will own the solution internally?

Please answer this question before continuing.

Press Enter ↵

177 · 25. Operating Model & Governance

Who will approve customer journeys, chatbot content, technical integrations, security/data requirements and go-live?

Please answer this question before continuing.

Press Enter ↵

178 · 25. Operating Model & Governance

Is a formal change-management or staff adoption programme required?

YesNoTo be determined

Please answer this question before continuing.

Press Enter ↵

179 · 25. Operating Model & Governance

Will agent / admin training be required?

YesNo

Please answer this question before continuing.

Press Enter ↵

180 · 25. Operating Model & Governance

Will Bastion require ongoing post-launch support and optimisation?

YesNoTo be determined

Please answer this question before continuing.

Press Enter ↵

Section 27

26. Implementation Priorities & Constraints

Clarify timing, scope, budget and dependencies.

181 · 26. Implementation Priorities & Constraints

Is there a target go-live date?

Please answer this question before continuing.

Press Enter ↵

182 · 26. Implementation Priorities & Constraints

Is the implementation linked to any of the following?

Please answer this question before continuing.

Press Enter ↵

183 · 26. Implementation Priorities & Constraints

Are budget parameters already defined?

YesNoTo be discussed

Please answer this question before continuing.

Press Enter ↵

184 · 26. Implementation Priorities & Constraints

What implementation approach is Bastion expecting?

A minimum viable implementation firstFull end-to-end implementationPhased implementationRecommendation following discovery

Please answer this question before continuing.

Press Enter ↵

185 · 26. Implementation Priorities & Constraints

Are there known technical, operational or procurement constraints?

Please answer this question before continuing.

Press Enter ↵

Section 28

27. Documentation Required for Technical Discovery

Identify materials available for the next stage.

Section 29

28. Final Discovery Questions

Surface the highest-value opportunities and anything not yet covered.

187 · 28. Final Discovery Questions

If Bastion could remove three points of friction from the current member experience, what would they be?*

List them in priority order.

Please answer this question before continuing.

Press Enter ↵

188 · 28. Final Discovery Questions

Which current customer interaction consumes the most internal time or effort?

Please answer this question before continuing.

Press Enter ↵

189 · 28. Final Discovery Questions

Which customer journey represents the greatest commercial opportunity if digitised?

Please answer this question before continuing.

Press Enter ↵

190 · 28. Final Discovery Questions

Which journey would create the greatest improvement in member experience if automated?

Please answer this question before continuing.

Press Enter ↵

191 · 28. Final Discovery Questions

Are there capabilities Bastion would like the future solution to enable that have not been covered in this Discovery Pulse?

Please answer this question before continuing.

Press Enter ↵

Ready when you are

You have reached the end.

You can go back to review your answers, or submit your response now.