IM&T Operations

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IM&T Operations

Programme: Greater Manchester Commissioning Support Unit

Filename: Primary Care IM&T Operations Specification v0.3

Author: Peter Moseley

Version: 0.5

Date Released: 01/07/14

Purpose of this document:

Service Specification for the above service

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Document location Copies of this document can be obtained from:

Name: Corporate Services Office

Address: Greater Manchester CSU

St James’s House

Pendleton Way

Salford

M6 5FW

Telephone: 0161 212 4816

Revision History

Revision date

Revision by

Summary of changes Version

24/01/14 PM Changes to reflect Assurance Group comments 0.1

13/02/14 PM Amendments from IM&T Assurance Group and formatted in the CSU service specification template

0.2

21/02/14 PM Amendments from the IM&T Assurance Group held on 19/02/14

0.3

14/03/14 PM Amendments from the IM&T Assurance Group held on 05/03/14

0.4

01/07/14 AH Updated with agreed KPI set 0.5

Approvals

Name Role Date Version

Distribution

Name Role Date Version

CSU Executive Management Team

GM IMT Steering Group

CCG IM&T Assurance Group Customer approval route 05/02/14 0.2

CCG COOs

CCG CFOs

CCG IM&T Lead GPs

CCG IM&T Leads

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Contents

1 Purpose ................................................................................................................................................... 4

1.1 Service summary .......................................................................................................................... 4

1.2 Customer benefits ........................................................................................................................ 5

1.3 Service Overview .......................................................................................................................... 5

1.4 Definition of the Term Legacy ....................................................... Error! Bookmark not defined.

2 Service scope ......................................................................................................................................... 7

2.1 Components available .................................................................................................................. 7

2.2 Component detail ......................................................................................................................... 7

3 Method of delivery ................................................................................................................................. 18

4 Other assumptions and considerations (where applicable) .................................................................. 19

4.1 Standards ................................................................................................................................... 19

4.2 Equality & Diversity Compliance................................................................................................. 19

4.3 Service Outcomes ...................................................................................................................... 19

4.4 Interdependencies With Other Services ..................................................................................... 20

5 KPIs & reporting .................................................................................................................................... 20

6 Additional details ................................................................................................................................... 22

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1 Purpose

1.1 Service summary

The service provides operational support to staff and customers of the CSU to ensure that their IT equipment, services and developments reliably support their work. It also ensures that developments contribute to either improving the efficiency with which that work is carried out, improves the outputs/outcomes of that work or provides new ways of performing that work.

The components that make up the whole IM&T Operations product are complex and need to be blended together in delivering solutions. To simplify this fact, the product identifies specific individuals who provide a single point of contact for users of the service rather than needing to engage with each sub function directly, especially in cases that require a more in-depth approach to finding a solution or resolution to a problem. Advice, support and consultancy services can also be accessed through these individuals as well as through the usual contact points for CSU services.

The intention is for the service to become a true partnership arrangement, becoming proactive in meeting local organisational goals, by the early and regular involvement of these specific individuals in key decision making bodies and processes as appropriate. This is the route to best value from this product. The service provides the necessary management, maintenance and support for IM&T services that allow our customers to undertake their usual operational duties.

It specifically provides the means by which a robust IT infrastructure is provided to support customers in the following activities: -

Day to day working

Development of new care services

Integration with other organisations in your health economy

This document contains a description of the core services delivered to all customers. Customers can choose to purchase optional or enhanced services for the duration of the service level agreements.

Core CSU services are based on a standardised, centrally managed service, locally delivered as this drives the best efficiency for customers. These core services reflect the contents of the NHS England guidance document Securing Excellence in GP IT Services: Operating Model version 1.0.

Enhanced, additional or optional services can be accommodated through negotiation and for additional charges to reflect the increased levels of support needed.

The CSU deploys software, applications, equipment and services that carry the manufacturers support as standard practice. The CSU will use best endeavours to support any specific items that are unsupported by the manufacturer where there is a genuine business need for the item. The risks and consequence to the CSU (and its customers) posed by any faults in these items that the CSU cannot manage will be borne by the owner of the item.

Significant changes to services will be treated as individual projects and the CSU will manage those projects according to its internal project management processes. The CSU operates a Change Management process that will make an assessment as whether individual changes should be deemed a project. The criteria used for that assessment will be published.

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The CSU will manage all aspects of the service wherever possible. Costs incurred by specific customers will be directly attributed to them and included in their service charge as a pass through cost. This will include items such as telephony call charges.

The service charges will be calculated from an inventory taken on the first working day in January each year and agreed with each customer. This inventory will cover all of the cost drivers for the each of the services covered by this specification, for example, number of physical devices, numbers of users, numbers of virtual machines, amount of storage space used, numbers of calls, staff time allocations etc.

All projects will be costed as part of the project mandate process. These costs will be used to reduce the allocated funds set aside for specific projects until such time as these funds are exhausted, at which point, projects will be purchased as individual schemes. The project mandate will also give an indication of likely impact of the projects on the core support service in future years and its associated charges.

The CSU will continuously look for opportunities to improve the efficiency and effectiveness of IM&T services delivered to and on behalf of customers.

1.2 Customer benefits

Taking this service provides customers access to a modern technical infrastructure that is purpose built to support the new NHS organisational arrangements, at much lower costs than previous local arrangements while retaining local knowledge of the Greater Manchester health economy.

This service provides the means by which individual customers can realise the benefits of the significant investments that they have made in the technical infrastructure, reducing overall operating costs and providing a sound platform that supports better inter-organisational working by connecting more organisations seamlessly and that allows the easier deployment of new technologies to support and enhance new or existing health care services.

It also provides support, maintenance and management to proactively prevent issues or if there is a problem with IT systems, there is a rapid resolution, allowing service to return to normal as soon as is possible.

The CSU provides specialist staff, dedicated to each service, trained to industry standards wherever possible whilst also having NHS specific experience.

Best practice security, confidentiality and compliance are used to deliver CSU services, reducing the relative risks to each customer at a more cost effective rate.

The service provides a complete service, removing the need to high levels of expertise within CCGs and giving assurance that their IT needs are being managed effectively on their behalf.

1.3 Service Overview

This service specification covers a number of services that are summarised as follows: -

Application Management and Support

This service includes the provision, maintenance, support and management of individual practice’s GPSoC compliant clinical systems, including the liaison with the system vendor as needed.

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Provision, maintenance, support and management of desktop applications used to support the delivery of customer services as part of CSU solutions and any national NHS corporate applications used.

The CSU will ensure that the applications that it supports are licenced appropriately to ensure compliance with supplier requirements.

Support for specialist software or legacy applications can be negotiated as an enhancement to this service.

Service Desk and Support

The service desk provides a single point of contact for all IM&T related faults, problems, advice, support and requests for service. These can be logged by telephone, e-mail and online forms.

Once a call is logged there is a team of support staff that are ready to look into each issue with the aim of restoring any disruptions to service as quickly as possible. This includes liaison with GP system suppliers and other third parties as needed to reach a resolution.

In addition the service provides managed delivery, installation, configuration, disposal and support of equipment and software with the assurance that they all meet the prevailing NHS information governance and security standards.

The replacement of equipment as part of a technology refresh exercise or due to its age will be treated as a project and covered as part of IT005 Project Management Service. Any costs will be allocated to the specific CCG GP IM&T allocation as appropriate.

Network and Telephony Services

This service provides the network connections to N3 and the wider internet as well as connecting individual customer sites into a community network. It does this with the assurance that these links are safe, secure and conform to the prevailing NHS standards.

The service covers the extension of these community networks through wifi facilities within organisations, through remote access services for users away from customer buildings and finally through mobile connections.

It also provides the means to share these network links with other organisations to improve the cost effectiveness to each health economy while maintaining security and confidentiality protections.

Also provided are the telecommunication services associated with making calls, faxes and low level network provision, but specifically excludes any lines associated with CCTV, alarms, building management services or similar functions.

All calls are billed back to practices or individual organisations for payment as appropriate.

Data Centre and Active Directory Services

The data centre service provides a secure, managed home for the servers that host the applications, services and solutions provided to our customers.

It provides the associated management and support for the purpose built data centre for Greater Manchester. This data centre has been built using industry standard approaches to provide a secure, resilient private cloud facility to handle our NHS customers data within the NHS. It is designed to take all of the solutions in use by our customers,

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providing better backup and recovery services to customers reducing their risk of data and/or service loss.

The Active Directory service maintains users for each customer along with their rights to access files, applications, servers, equipment and other IT services. It also maintains a system description of all the IT assets used to deliver services.

This service is designed to provide a scalable and flexible directory service that supports greater workforce flexibility by allowing users access to files and systems from any location in participating organisations, while reducing support overheads at the same time.

The service also considers the most appropriate methods of interacting with directory services from other organisations to provide safe and secure integration of other IM&T services for customers.

Project Management Services

The service provides qualified project management staff to support the management of IM&T projects affecting customers using the PRINCE 2 project management method, from their inception as described in a project mandate through to their delivery as business as usual services as part of project closure.

A project is deemed to be any significant change to services operated by the customer, either in the introduction of new services, changes in established services or in ceasing individual service. The term significant is open to interpretation depending on the particular project, however, significant projects will be those that impact on multiple customer departments, patient facing services or affect a service or facility that is in place in more than one customer. For example, HQ accommodation moves, system migrations network implementations would all be deemed to be projects.

The term legacy is used often in this service specification. In the context of this document, legacy refers to any items, assets, equipment, contracts or software that have been inherited by customer organisations and not transferred to the CSU to manage as part of the Transfer Agreements created in the formation of CCGs and the CSU in April 2013. It also refers to any items that are due to be replaced by services in this CSU core specification but remain in use at the request of the customer.

2 Service scope

2.1 Components available

Component Ref Name Core or option

IT001 Application Management and Support Core

IT002 Service Desk and Support Core

IT003 Network and Telephony Services Core

IT004 Data Centre and Active Directory Services Core

IT005 Project Management Services Core

2.2 Component detail

Component: IT001 Applications Management and Support

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Provision of maintenance, support and management of individual practice’s GPSoC compliant clinical systems, including the liaison with the system vendor as needed.

Provision, maintenance, support and management of desktop applications used to support the delivery of customer services as part of CSU solutions and any national NHS corporate applications used.

Benefits to client

Benefits of bulk purchases and licence arrangements.

Assurance of licence compliance

Improved efficiency through version control

Reduced support incidents

Managed purchase, installation and licence transfers

Inclusions

The core service includes the following applications (including versions n and n-1 unless the suppliers warranted support dictates otherwise)

GP clinical system software support that is GPSoC compliant

Local backup software and tape validation services

PCTi Docman scanning software

Supported Microsoft Operating Systems

Microsoft Office applications, Word, Excel, Access, PowerPoint, Outlook, Publisher, OneNote

Microsoft Technical/Professional products Visio, Project, InfoPath, SharePoint workspace

NHS Mail, including account setup, Outlook client configuration and distribution list creation and deletion

NHS smartcard authentication applications

CSU administrative application suites (e.g. end user security, remote access and remote support) Sophos, BTN3, Bomgar respectively

National NHS corporate applications such as Choose and Book, NHS Choices etc.

Local file storage provision, installation and configuration to meet business needs

Hosted secure file storage solutions with backup and recovery services

All software associated with CSU standard solutions not covered above.

Other applications can be added to this service by mutual agreement and will be added as a specific addendum for each local organisation. These additional services will be at an additional charge.

The CSU undertakes to give a minimum of thirty (30) days notice of an intention to deploy new applications, unless required to resolve an urgent issue when as much notice as possible will be provided.

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Component: IT002 Service Desk and Support

The service desk provides a single point of contact for all IM&T related faults, problems, advice, support and requests for service. These can be logged by telephone, e-mail and online forms.

Once a call is logged there is a team of support staff that are ready to look into each issue with the aim of restoring any disruptions to service as quickly as possible. This includes liaison with GP system suppliers and other third parties as needed to reach a resolution.

In addition the service provides managed delivery, installation, configuration, disposal and support of equipment and software with the assurance that they all meet the prevailing NHS information governance and security standards.

The replacement of equipment as part of a technology refresh exercise or due to its age will be treated as a project and covered as part of IT005 Project Management Service. Any costs will be allocated to the specific CCG GP IM&T allocation as appropriate.

Benefits to client

Single point of contact

Exclusions

All applications that fall under the IM&T Operations Specification that is any application for use by a CCG and their directly employed staff.

Applications that fall into the Discretionary services section of the NHS England Securing Excellence in GP IT Services, although these can be added as an enhancement to this service at an additional charge.

Any applications that fail to meet the prevailing NHS standards of operation at the point of implementation.

Any bespoke application that does not have on-going support arrangements.

Undocumented software

Mandatory client commitments & inputs

Thirty (30) days notification of an intention to deploy new applications

Participation in application testing

Adherence to agreed CSU version controls

Participation in preparing impact assessments for new applications.

Agree implementation plans with CSU to ensure achievable dates

Benefits

Maintains licence compliance for each customer.

Reduces risks of application interference for each local machine.

Version control and synchronisation

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Speedier fault diagnosis/resolution using remote tools

Ability to track faults through to resolution

Assurance regarding licence compliance

Reduced incidents from standard builds

NHS accredited service desk

Improved asset management

Economies from bulk purchase of equipment or support

Reduced risk to operational services

Inclusions

The service includes : Logging all calls Remote fixing of faults where possible Escalation of calls Logging complaints and compliments for IM&T services Provide tracking and feedback on the progress of any outstanding logged service

calls General advice relating to IT systems Access to out of hours support arrangements Logging, tracking, feedback and fulfilment of service requests, such as:

o New user accounts o Additional IT Equipment or software/Upgrades/Replacements o Collection of redundant IT Equipment covered under support.

Core service hours are 8:00 am to 6:00pm Monday to Friday

An on call service is available outside of these hours, for those GP practices operating extended opening hours.

Target times for a customer to receive an initial response and to reach an agreed action plan to resolve issues are set for the following call categories

Critical < 2 Service hours Resolved within 4 hours* High < 4 Service hours Resolved within 8 hours* *subject to the provision of any supporting contracts with third parties

Target times for a resolution to customer issues or requests are set for the following call categories

Response Resolved Medium <8 Service hours < 24 Service hours (3 days) Low <12 Service hours < 63 Service hours (7 days) Service & development requests <24 Service hours < 270 Service hours (30 days)

It also provides the specification, order, delivery, installation, configuration disposal and support of IT equipment included in the CSU standard catalogue, for example :

desktop workstations and VDUs

local clinical servers, including DDS, spoke servers and backup hardware

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mobile devices (e.g., laptops, tablets)

printers (not consumables)

scanners

projectors

other peripherals (label printers, docking stations and USB connected devices)

uninterrupted power supplies for servers and or network equipment

The standard catalogue is accessible from the self-service portal used to log requests for help.

Exclusions

Any request made for unsupported equipment/software or equipment/software not know to the CSU

Any call from non CSU customers that cannot be resolved by advice.

Purchase, installation, delivery, support or disposal of any hardware that falls into the Discretionary services section of the NHS England Securing Excellence in GP IT Services document, although these can be added as an enhancement to this service at an additional charge.

Support for equipment that has been purchased by organisations other than the customer.

Equipment/software belonging to staff.

Purchase, installation, configuration and maintenance of equipment that does not meet the prevailing NHS standards for security, confidentiality and operation.

All hardware services and support delivered as part of the IM&T Operations Specification.

All equipment not on the standard CSU catalogue, although support can be negotiated as an enhancement of this service at an additional charge.


To ensure the GMCSU IM&T service desk is able to provide appropriate support, customers must agree to ensure IT faults are not created unnecessarily and to cooperate with service desk staff as they provide their service.

Customers are required to:

log all faults and technical issues promptly and in accordance with procedures set out by GM CSU;

report promptly any loss of hardware or theft to GM CSU IM&T;

be contactable, informing the GM CSU IM&T service desk how and when to be contacted for support;

provide reasonable remote access to support staff to complete any required support, audits or installations, lack of access may result in support unavoidably being delayed;

ensure reasonable care and use of equipment, complying with manufactures recommended terms of use. Damage to hardware resulting from a failure to comply with manufacturers recommended terms of use may result in a charge for repairs;

not relocate hardware within the building without informing CSU prior to proposed move to ensure that the asset register is kept up to date;

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to seek advice from CSU IM&T staff prior to procuring all new software or hardware;

treat GM CSU IM&T staff with respect and professionalism;

Validation of the asset registers at key appointed times of the year to ensure licence compliance, appropriate replacement plans and asset redistribution.

Give the specified advanced notice of the need for new equipment to allow efficient and effective delivery.

Provide support staff with reasonable, practical access to equipment, software and premises in order to carry out their tasks.

Benefits

Single point of contact

Ability to track requests and fault progress through the user portal

Ability to monitor service performance directly through the user portal

Reduced risk of equipment failure and /or equipment interoperation.

Improved cost effectiveness in service by using standardised equipment

Improved request fulfilment times

Planned equipment replacement programmes

Licence compliance

WEEE directive compliance

Component: IT003 Network and Telephony Services

This service provides the network connections to N3 and the wider internet as well as connecting individual customer sites into a community network. It does this with the assurance that these links are safe, secure and conform to the prevailing NHS standards.

The service covers the extension of these community networks through wifi facilities within organisations, through remote access services for users away from customer buildings and finally through mobile connections.

It also provides the means to share these network links with other organisations to improve the cost effectiveness to each health economy while maintaining security and confidentiality protections.

Also provided are the telecommunication services associated with making calls, faxes and low level network provision, but specifically excludes any lines associated with CCTV, alarms, building management services or similar functions.

All calls are billed back to the individual customers for payment.

The service provides the management of access layer and edge network devices, (switch equipment) in addition to activities associated with these devices; network patching, cable management and capacity management. The service also includes IP address management to provide flexible access to the COIN whilst maintaining security. The DHCP services are hosted within the GM CSU datacentre.

The core CSU Telecommunications Service provides support for Voice Over IP telephony

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services and their associated equipment, software and management requirements.

Benefits to client

Modern, cloud based network.

Improved options for resilience and bandwidth.

More cost effective links.

Designed to be shared by organisations while maintaining security and confidentiality.

Single point of contact.

Management of handsets and associated telephony equipment.

Easier integration of telephony services with other network services to improve services.

Managed convergence of communications services.

Able to take advantage of economies of scale.

Inclusions

The management, support and maintenance of the network linking customer sites, including all of the equipment required to deliver it.

Cabling and patch management.

Management and administration of the arrangements for organisations sharing the network, including the management of IP address ranges.

Liaison with partners and third parties to maintain network services.

Management support and maintenance of network dependent services, currently including the following:

Voice Over IP (VOIP) services

The management of remote access services to provide safe, secure connections for users away from their base.

Maintenance of customer’s installed wireless networks.

Management of the security within the network service.

The decommissioning of network services as needed.

Advice and consultancy services.

The core telephony component includes the following:

VOIP telephony administration, management and billing

analogue telephony management

fax services

bill and account management

management of telephone directories

The service includes the management and support of the hardware required to deliver telephony services including handsets

This service can be enhanced by the inclusion of mobile telephony management and other services by agreement with each customer at an additional charge. These appear in an

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addendum to each service specification.

Exclusions

Any network implications of site moves or re-locations, which need to be treated as an additional project.

The preparation and management of new site connections to the network.

The implementation of new wireless networks in individual organisations.

Call charges are not included in the service

Telephony lines associated with CCTV, alarm systems, building management systems and access controls

Unsupported network equipment/software or network equipment/software not know to the CSU

Support for network equipment that has been purchased by organisations other than the customer.

Network equipment/software belonging to staff.

Purchase, installation, configuration and maintenance of network equipment that does not meet the prevailing NHS standards for security, confidentiality and operation.

All network hardware, software services and support delivered as part of the IM&T Operations Specification.

All equipment not on the standard CSU catalogue.

Mobile telephony services, although these can be included as a service enhancement at an additional charge.


Sign off and adherence to their individual Code of Connection statements.

Validation of the asset registers at key appointed times of the year to ensure licence compliance and appropriate replacement plans.

Give the specified advanced notice of the need for new network equipment and at least 60 days advanced notice or site moves to allow efficient and effective delivery.

Provide support staff with reasonable, practical access to network equipment, software and premises in order to carry out their tasks.

An agreed level of network equipment replacement for the financial year ahead.

Prompt payment of call bills

Benefits

More cost effective links.

Ability to share links to reduce costs.

Allows staff from multiple organisations to work together more easily.

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Enables other network enabled services.

More cost effective services

Managed convergence of communication services

Improved support services for standardised kit

Component: IT004 Data Centre and Active Directory Services

The data centre service provides a secure, managed home for the servers that host the applications, services and solutions provided to our customers.

It provides the associated management and support for the purpose built data centre for Greater Manchester. This data centre has been built using industry standard approaches to provide a secure, resilient private cloud facility to handle our NHS customers data within the NHS. It is designed to take all of the solutions in use by our customers, providing better backup and recovery services to customers reducing their risk of data and/or service loss.

The Active Directory service maintains users for each customer along with their rights to access files, applications, servers, equipment and other IT services. It also maintains a system description of all the IT assets used to deliver services.

This service is designed to provide a scalable and flexible directory service that supports greater workforce flexibility by allowing users access to files and systems from any location in participating organisations, while reducing support overheads at the same time.

The service also considers the most appropriate methods of interacting with directory services from other organisations to provide safe and secure integration of other IM&T services for customers.

Benefits to client

Reduced risks of service outage or catastrophic loss of data or services

Improved cost effectiveness

Improved service response

Inclusions

The service includes the following: -

Maintenance, monitoring and support of the services installed in the data centre, including test, development, training and production environments.

Execution, verification and recording of backup processes and procedures

Creation, maintenance and destruction of virtual servers as required

Undertake regular data recovery and disaster recovery plans

Maintenance, monitoring and support for residual physical servers within the data centre.

Manage the migration of existing customer servers and data in to the data centre

Create, maintain, monitor and support the DSCRO infrastructure dedicated for its use

Advice and consultancy services relating to server management and virtualisation

Maintenance, monitoring and support services for servers that are sited outside the

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data centre in customer locations

Management of antivirus definitions and their distribution to clients, in addition to endpoint encryption and patching services.

Local servers and backup hardware that support GPSoC accredited clinical systems

Support to the data centre is provided 7am to 7 pm. Access to staff is through the service desk during normal hours of operation and through out of hours arrangements outside of these times.

The Active Directory service includes the design, build, maintenance and disposal of the following components of the directory: -

Users, including administrative, service and user accounts

Groups

Computers, including desktops, laptops, mobile devices, servers

Login scripts

Access to printers and other networked peripherals

Access to applications

Access to data

Exclusions

Any new systems not included in the list of services that are to be transferred into the data centre as part of the migration exercise, will be treated as new projects and will fall outside the scope of this service level agreement.


Provide information regarding any proposed change to the Server infrastructure hosted at remote sites.

Provide information of future potential server systems well in advance of procurement. Failure to do either may compromise the performance and functionality of the systems and the data centre team take no responsibility for any issues resulting from the above and may charge for their resolution.

Not to unreasonably withhold agreement to system outages required by planned upgrades, maintenance or where necessary to effect a repair to services.

Provide the necessary information regarding changes to staff, job roles, organisations and equipment to maintain an accurate set of directory services, including new starters and leavers.

Benefits

Reduced risks

Improved cost effectiveness

Improved service response

Infrastructure designed for hosting services for multiple organisations

Improved opportunity for income generation

Improved energy efficiency

Easier security maintenance

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Granular access controls

Component: IT005 Project Management Services

The service provides qualified project management staff to support the management of IM&T projects affecting customers using the PRINCE 2 project management method, from their inception as described in a project mandate through to their delivery as business as usual services as part of project closure.

A project is deemed to be any significant change to services operated by the customer, either in the introduction of new services, changes in established services or in ceasing individual service. The term significant is open to interpretation depending on the particular project, however, significant projects will be those that impact on multiple customer departments, patient facing services or affect a service or facility that is in place in more than one customer. For example, system migrations, wif implementation, SCR, GP2GP and similar national initiatives would be treated as projects.

Benefits to client

Standardised project management methods

Access to learning, estimates and tasks from previous projects undertaken by the CSU.

Easier transition into business as usual service.

Controlled projects managed according the NHS standard project management method.

Projects designed from knowledge of local environments

Inclusions

The setup and servicing of the necessary project management teams to deliver specific projects.

The generation and distribution of project documentation to support a typical PRINCE 2 project.

The negotiation and agreement of a set programme of projects in each financial year to reflect local CCG, Greater Manchester and national NHS priorities for each year This programme will be built around national project priorities for GP IT services and will include: -

GPSoC system migrations

SCR

GP2GP

Choose and Book

EPS

Patient access

Other nationally defined projects

The creation of project mandates, options appraisal assessments and business case production to allow informed decision making for each project.

The co-ordination of post project evaluation exercises to demonstrate benefit realisation and

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that individual projects meet their stated objectives

The allocation of project costs to the appropriate funding allocations to monitor their use.

Exclusions

Any projects that fall under the IM&T Operations Specification

Any project that has not been formally authorised by the customers designated governance arrangements

Projects without a defined funding source.


Involvement of project management staff in planning and decision making processes.

Participation in and sponsorship of the governance of projects as needed

Formal sign off of business case, project initiation documents, project closure reports and other project associated documents.

Benefits

Properly managed projects

Project knowledge base

Documented decision making

3 Method of delivery

The CSU headquarters are located at:

St James House Pendleton Way Salford Lancashire M6 5FW

A large proportion of our operational staff will be locality based, on-site, working with colleagues from the CCG and other CSU services. Over time, it is intended to centralise our Networking and data centre teams to improve specialisation and create a more robust structure for staff with these scarce skill sets.

As part of our staff development commitment and to ensure business continuity for you, we intend to rotate on-site staff in a controlled manner. This will be done on the basis of least service disruption to you and on individual staff development plans. Where we have staff with a particular specialism, we will look to place them on a sector basis and put in place buddying arrangements to ensure you will always have access to the right skills to support you.

GMCSU recognises its staff must be responsive to specific locality requirements and possess knowledge of practice working methods.

Access to local, on-site work areas and small storage facilities where possible within practice premises will be helpful for hot fix/swap services.

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4 Other assumptions and considerations (where applicable)

4.1 Standards

The following standards will apply to the service:

IT Infrastructure Library (ITIL) process and procedure

NHS Infrastructure Maturity Model level 3 or above

National accreditation (to be defined)

IG Toolkit level 2 compliance

ISO 27001 security standards

All of our staff and services will comply with the NHS IG standards in place at the time of delivery.

All of our staff are trained appropriately for the delivery of their roles leading to the relevant accreditation for their specific function as their role demands.

We are committed to ensuring that all of our staff receive Information Governance training appropriate to their role and that all of our policies, systems and practices are compliant with national standards for Information Governance and with relevant statute.

4.2 Equality & Diversity Compliance

GM CSU clearly understands it responsibly in fulfilling its ongoing statutory and other core duties including Equality Act 2010 and its associated public sector Equality Duty. The CSU will utilise the NHS Equality Delivery System as systemic approach to supporting quality performance. The CSU intends to harness the skill set and expertise of its Equality practitioners to embed a culture that encourages and values equality and diversity by:

Putting Equality and Diversity at the heart of the CSU by integrating it into its organisational arrangements including staff development.

Offering Commissioning Support Services that are inclusive of Equality and Diversity. This approach will provide CCGs value added high quality products inclusive of ED will assure CCGs they are fully supported in their commissioning, governance, workforce, provider management arrangements and informed decision. This supportive and enabling approach will allow CCGs to demonstrate efficiency, effectiveness and empowerment to discharge their duties under Equality Act 2010 and Public Sector Equality Duty in a way that improves outcomes for patients and staff.

4.3 Service Outcomes

Users have secure and reliable access to the applications they need to undertake their normal day-to-day activities, communicating safely and securely with their colleagues and able to access data and on-line facilities as needed.

Achievement of QIPP targets and best use of resources by combining procurement and logistics across all customers.

To help support the commissioning and the delivery of primary care by offering software solutions which streamline, improve efficiency and reduce cost over existing fragmented data flows or manual systems.

Reduced product availability risk through planned and tested business continuity and disaster recovery.

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An effective and efficient telephony and mobile phone system capable of meeting the needs of the business

Maximise use of existing technology in a cost effective manner to reduce costs and improve deliver of patient care and business processes.

4.4 Interdependencies With Other Services

This service is also dependent on the delivery of the following additional services that are included in other service specifications:

Registration Authority Services

IM&T Training Services

5 KPIs & reporting

5.1 Current 2014/15

All Service Calls Resolved against Target (70% Weighting)

% of total calls resolved within target time (target time for each call is associated with its assigned priority).

Number of calls resolved within target time / total number of calls resolved.

Service desk statistics

Monthly >=90%

First time fix rate (10% Weighting)

% of total calls resolved at the first point of contact.

Number of calls recorded as first time fix / total number of service calls.


Monthly >=70%

Average call to answer time (10% Weighting)

Average time taken for the service desk to answer telephone calls.

Total time taken for the service desk to answer the calls presented in the queue / Total number of calls handled by the service desk.


Monthly <=1.5 minutes

Call abandoned rate (10% Weighting)

% of calls abandoned after being presented in the

Telephony statistics

Monthly <=10%

Indicator Definition Data source

Frequency

Target

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service desk queues.

Number of calls abandoned after being presented in the service desk queue / total number of calls.

Incidents resolved in target time, by call priority

- P1

- P2

- P3

- P4

- P5

By call priority:

% of total calls resolved within target time (associated with priority).

Number of calls resolved within target time / total number of calls resolved (associated with priority).


Monthly

>=65% (P1)

>=60% (P2)

>=85% (P3)

>=85% (P4)

>=95% (P5)

KPI linked to Service Credits (% Weighting)

5.2 To be developed further in the next 6 months

Call answered within 1 minute

TBC Service desk statistics

Monthly >=90% (TBC)

Customer Satisfaction Response Rate

TBC Service desk closure survey

Monthly >=15% (TBC)

Average Customer Satisfaction Rating

TBC Service desk closure survey

Monthly >=3 (out of 5) (TBC)

Projects completed within agreed tolerance for time and cost

TBC Project closure reports

Monthly >=80% (TBC)

Calls re-opened TBC Service desk statistics

Monthly TBC

Draft Indicator Definition Data source

Frequency Draft Target

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6 Additional details

Appendices detailing customer specific inventory, enhancements, optional services, planned projects, the associated price schedule for this specification and a list of Discretionary Services as defined by the NHS England Securing Excellence in GP IT Services: Operating Model version 1.

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Appendix F : Discretionary Services Examples (NHS England definitions January 13)

Hardware Software Services

Bar code readers

Patient arrival, calling and kiosk systems

Server, software, maintenance and administration support

Emergency equipment in the event of network failure

Additional hardware to support GP clinical system enhancements

Additional hardware to support additional practice clinical systems

Additional hardware to support clinical communications and system interoperability

Patient call

Display screens

Patient touch screens

Colour printers

Additional hardware to support practice productivity systems

Community modules

Dispensary software

Document management software

Dictation software

Additional software to support GP clinical system enhancements

Blood pressure monitoring

Spirometry

24 ECG

Anticoagulant management software

Additional software needed to support clinical communications and systems interoperability

Clinical architecture integration for clinical systems

Integration engine to enable GP practice and acute staff to share information

IP contact centres for GP appointment lines

Web portal, websites or Sharepoint platforms

Macro utilities

Payroll and accounting software

Additional software to support practice productivity systems

Prescribing decision support tools eg. Scriptswitch

Risk stratification systems

Hospital admissions monitoring

Primary Care Data Quality and PRIMS support

Data accreditation services

Paper light accreditation

User group facilitation

Telemedicine hubs

Inventory of assets and pro-active asset management including routine replacement and disposal programmes for items excluded form core services

Procurement support

Essential skills, mandatory and refresher training

Support with new builds merger and re-development of sites

Remote access solutions i.e.VDI, Citrix

Data extraction transfer and analysis in support of Public Health, Child Health and contract monitoring

IT support for medicines management service not provided by the CSU

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Acute, mental and community health dashboards

Chronic disease management

IM&T Operations

Documents

Transcript of IM&T Operations