Service Desk Triage for Cloud Support (Lot 4) Service: 5.G

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1 Service Desk Triage for Cloud Support (Lot 4) Service: 5.G

2 CONTENTS 1. WHY LEICESTERSHIRE HEALTH INFORMATICS SERVICE? SERVICE OVERVIEW ON-BOARDING OFF-BOARDING SERVICES/TERMINATION ORDERING AND INVOICING PROCESS FURTHER INFORMATION... 9 Author: Colin Swift Product Manager Prepared for: The Health Informatics Service is provided by Leicestershire Partnership NHS Trust on behalf of the Leicester, Leicestershire and Rutland Health Community Page 2 of 10

3 1. Why Leicestershire Health Informatics Service? Leicestershire Health Informatics Service (LHIS) is hosted by the Leicestershire Partnership NHS Trust. The Trust serves a population of one million people across Leicester, Leicestershire and Rutland and has a budget in excess of 250 million and employs over 5,000 staff in a wide variety of roles. This hosting arrangement provides LHIS with a sound financial and organisation platform from which to operate along sound business practices. LHIS provides a vast range of IT products, services and solutions to its clients. LHIS delivers these solutions nationwide to all sectors of the Healthcare market and beyond including primary care NHS Trusts, Clinical Commissioning Groups (CCG s), Commissioning Support Units (CSU), care homes, hospices and General Practices, Acute Hospital Trusts, arm s length bodies and Any Qualified Providers (AQP s). LHIS has approximately 130 highly qualified IT staff including dedicated teams of project managers, change managers, web developers, application developers, content editors, I.T trainers, service desk analysts, business intelligence and data warehousing staff, network engineers, desktop and enterprise support. As an NHS organisation LHIS has extensive experience of NHS standards, clinical systems security, NHS procedures, information governance and risk management. The LHIS client base has grown through word of mouth recommendations based on LHIS s excellent track record of service and delivery to include non NHS public sector organisations such as Councils, Charities, Schools and Colleges. 2. Service overview The LHIS Service Desk provides an effective single point of contact for over 15,000 users to log, track and resolve all service requests, incidents, problems and faults. This service offering is for 1 st and 2 nd line remote support. The on-shore UK midlands based service supports an extensive customer base from both the public and private sector many of which have had a long term relationship with LHIS for many years. Our analysts are highly trained native English speakers. Service Key Features 1 st and 2 nd line remote technical support. ITIL compliant service desk software for change, incident and problem management. Accredited by Connecting for Health (CfH). Operates to industry best practices. On demand self-service portal for user to perform common tasks. Ticket logging via telephone, self-service portal and . notifications of ticket progression. Measured service with KPI and SLA measurements based on agreed matrix. Page 3 of 10

4 Accreditation We are one of only 30 service desks in England to have NHS Connecting for Health (CfH) accreditation for our Service Desk, which means that we can provide a fast-track response service for our NHS clients having problems with their CfH applications. Software and Desktop Support Software support is provided by our UK based service desk professionals who are vetted prior as part of their recruitment and receive training on Information Governance and IT Security. The service desk is proficient in supporting a wide range of software and systems including: System Supplier Description Active Directory Internet Explorer Office (Word, Excel, PowerPoint, Access ) Outlook Windows Windows Servers Directory service Web browser Office productivity suite client Desktop operating system Server operating system SystmOne EMIS web Rio Maracis / Unity Mental Health Summary Care Record (SCR) Choose and Book (CaB) Electronic care record system Electronic care record system Electronic care record system Electronic care record system NHS Spine Application NHS Spine Application Tiara Electronic care record system Digital dictation Chrome Real time dictation Web browser ipad Set up and configuration iphone Set up and configuration Good technology Mobile device outlook integration Page 4 of 10

5 VPN HIStel ICE Virtual Private Network (VPN ) remote user access IP PBX phone switching system providing converged voice and data networks. Order communications JAC Pharmacy Lilie Sexual Health CRIS PATIENTCENTRE CLINiCOM Stock Management & Electronic Prescribing Sexual health clinical information system PACS radiology information system Clinical support system The LHIS service desk has a range of tools to support the end user. For NHS N3 network users the service desk is able to remotely connect to the machine if necessary. For users of other networks (Internet, PSN ) connectivity can be arranged to allow remote support if required. Operational Practices The service desk operates 07:00 to 20:30 Monday to Friday and to Saturday excluding weekends and UK bank Holidays. A 24 hour out of hour s service is available for an additional surcharge. Telephone calls and s are logged by the service desk LHIS team with a branded service available on request. If the customer wishes to use their own number they can route this to the service desk. The management of this and any associated costs are not included within this service. When the user calls we will: Ask for your name, phone number, employer, location and address Ask for the barcode / service tag number which is a seven character code, such as 3QHF34J, on your PC or laptop (if appropriate) Ask questions to help us diagnose the fault or fully understand the request Aim to resolve your issue over the phone First Time Fix (FTF) / First Contact Resolution (FCR) If FCR / FTF not possible to achieve, route your call directly to a specialist remote technical second line support team Provide full desktop remote support / fixes via the use of secure remote desktop software. Give you a unique reference number, which will be ed to you, to assist in tracking the progress of the call Page 5 of 10

6 The diagram right shows the LHIS change process illustrating the flexibility and comprehensiveness of the service offering. The process is mapped by the Service Desk Management Software which ensures that processes are followed and provides a single source of the truth for reporting and management. Non IT related service desk requirements that require telephone operators, ticketing logging process, progress tracking and reassignments (such as HR requests, order enquiries ) can be discussed on request; this would suitably fit under the LHIS 1 st Line Service Desk service definition (5.G ). Service Management Typically an SLA is drawn up detailing availability, resilience, redundancy and support arrangements and this is then managed during the lifetime of the system. Table 3 and Table 4 show the standard severity matrix and response times within LHIS (which may differ if required on request). When calls are logged with our service desk we grade them with severities depending on the nature of the issue. The service desk operates according to ITIL change management procedures. Each severity has a standard response time as shown below. These standards are negotiable if required to meet customer needs, however customers should note this may have an impact on the service price. For Service Desk Triage, fixes, resolutions and completion of works will be on best endeavours by the LHIS first and second line support team. Actual tasks, issues and requests that are the responsibility of LHIS under this service definition can be discussed with the client on request. This service agreement will then form the fundamental service lines within an SLA. Any out of scope or unachievable resolutions by remote support services will be passed through to an agreed third party organisation / or to the client organisation for resolution or action. For other LHIS service/help desk services, please refer to the following service schedules / definitions: Service Service Desk for 1st line Cloud Support Service Desk Technical and Application Support Services Service Desk Premium Peripatetic Support G Cloud Service ID 5.G G G Page 6 of 10

7 Table 3: Severity Matrix Table 4: Response Times Severity Standard Response Times 1 8 Working Hours 2 16 Working Hours 3 24 Working Hours 4 40 Working Hours 5 10 Working Days 6 5 Working Days 7 5 Working Days 8 20 Working Days (from receipt of equipment to installation/delivery) Table 5: GPSoC Response Times (GP Systems of Choice contract - Affects Patient Care) Severity Standard Response Times 1 3 Working Hours 2 8 Working Hours 3 27 Working Hours 4 40 Working Hours 5 10 Working Days 6 5 Working Days 7 5 Working Days 8 5 Working Days (from receipt of equipment to installation / delivery) Page 7 of 10

8 Service Reporting Included within the costing is a quarterly Key Performance Indicator (KPI) reporting against an agreed Service Level Agreement (SLA) provided by LHIS and Customer Satisfaction Survey results; (the responses captured on resolution and/or closure of incidents, problems raised.) Continuous Service Improvement LHIS strives to continuously improve the service delivery offered to its customers. The aim is ensure that continuous improvement is considered as fundamental and integral to service delivery. LHIS continuous improvement is based on information provided from: Service Level Agreement (SLA) monitoring Review & tracking of Key Performance Indicator s (KPI) Feedback from Customers, Analysts and Service Desk Team Leaders Electronic customer feedback/satisfaction from resolved and / or closed tickets 3. On-boarding Service planning The LHIS proven and repeatable transition process is based on PRINCE 2 project management methodology. The activities to be completed include: Confirm the scope and approach of the project Establish reporting and governance structure Develop and forge working relationships with key stakeholders Agree project controls and tolerances. Service transition For the service go-live typically there will be: Planned and managed smooth service cutover including (if required) the transfer of open incidents and requests*. Any in-scope TUPE staff transfers and any internal staff transfers. Knowledge transfer. Provision of network, systems and tools access. Commencement of work to plan and delivery for go live-date. * Dependant on the scope of any open ticket migration this may incur a charge. Also, please note that the functionality of migrated tickets may be limited by the source data provided. Page 8 of 10

9 4. Off-boarding services/termination If required by the customer LHIS will provide in electronic form the details of open tickets as part of the off-boarding process. LHIS will take the lead from the customer and support their processes professionally. 5. Ordering and invoicing process Call us on option 7 LHIS will provide assistance with completing the G-Cloud call-off contract, which will include an order form. An order form can also be found within the LHIS Terms and Conditions. Invoicing will be on an annual, quarterly basis as agreed. 6. Further Information If you have any queries, questions, wish to request further information please contact (quoting G-Cloud V enquiry ) as follows: option 7 More LHIS information can also be found at: Page 9 of 10

10 Page 10 of 10

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