Service Level Agreement. The national interrai software service (Niss) Ministry of Health

Transcription

1 Service Level Agreement between The natinal interrai sftware service (Niss) and Ministry f Health Final 1.5 1

2 1. Natinal interrai Sftware Service This service level agreement shuld be read in cnjunctin with the fllwing relevant dcuments that are available frm the Natinal interrai Sftware Service manager: 1) Natinal interrai hst Infrmatin gvernance Mdel 2) Integratin mdel fr the Natinal interrai Platfrm 3) Access and Transfer Mdel fr interrai (and assciated interrai hst plicy client transfer between ffices) 4) interrai hst plicy 010 enrlment fr services 5) User access agreement frms 1.1. Backgrund Canterbury District Health Bard (CDHB) and Taranaki District Health Bard are cntracted by the Ministry f Health and District Health Bard Shared Services t prvide the Natinal interrai Sftware Service (NiSS) service t District Health Bards and their assciated cntracted prviders that deliver publically funded health services. Mmentum Healthware are cntracted by the Ministry f Health t prvide the natinal interrai sftware applicatin. CDHB and TDHB perate NiSS under this Service Level Agreement, the gvernance f the interrai Sftware Service Gvernance Grup and interrai New Zealand. Bradly speaking the relatinships are as depicted in the mdel belw. 2

3 1.2. Sftware as a Service (SaaS) This is a SaaS delivery mdel accessible bth via the public internet and the Cnnected Health netwrk and includes: 1) Hsting f the natinal platfrm, (see sectin 1.4 fr mdules currently available), including data warehusing and FTP access t data extracts 2) Infrastructure and applicatin supprt fr the natinal platfrm 3) Technical training fr client device check in check ut installatin and supprt 4) Release management 5) Service desk supprt, nte this includes specific functins such as recrd merges and data crrectin as and when these arise 6) Sftware service manager and assciated functins a. Funder, custmer and vendr relatinship management b. Oversight f bth hst sites c. Crdinatin with custmers and training services fr natinal upgrades d. Clinical advice n mdels f care and implementatin in relatin t interrai e. Liaisn, advice and supprt fr active interrai implementatin prjects f. Supprt fr DHB system clinician rles and as required Lead Practitiner rles g. Hme care user grup supprt and general supprt h. Supprt fr gvernance f interrai within NZ i. Basic data reprting and advice n data reprting 7) Liaisn with natinal interrai training services 8) Prvisin f data t interrai internatinal as per bligatins fr the Ministry f Health agreement with interrai 9) Management f ad hc data requests eg research requests a. These requests will incur a charge 10) Hsting and cnfiguratin management f a New Zealand interrai wiki The service specifically excludes: 1. Training in the use f the sftware. This is managed by the natinal training services 2. Supprt/management f custmer devices and infrastructure 3. Analysis f interrai data fr custmers, ther than very basic analysis, unless these are agreed thrugh statements f wrk 1.3. Cllabrative Apprach The NiSS service has been develped as a cllabrative mdel between the Ministry f Health, District Health Bards and their cntracted services. Each party will cllabrate t ensure successful delivery f interrai t clinical and administrative staff s that they can perfrm their duties. This means genuine cllabrative wrking t reslve prblems as and when they arise in as timely manner as pssible. 3

4 1.4. Natinal Licence and availability f mdules Ministry f Health have cntracted Mmentum Healthware Inc fr a natinal unlimited user licence fr the use f the full interrai integrated suite f assessment tls and assciated mdules as delivered by the Mmentum Healthware Inc prduct Cnvergence Care. Assciated mdules include: 1. Admissin, discharge and transfers 2. Care planning 3. interrai integrated suite assessments; hme care, lng term care cmmunity mental health etc 4. check in check ut functins 5. Data warehuse/ad hc reprting 6. Inter-perability services eg integratin with the Ministry NHI and presentatin f interrai assessment and care planning infrmatin This cntract is held by the Ministry f Health. Nte that ther mdules may be purchased fr the natinal platfrm frm time t time, these require negtiatin with the Ministry f Health and depending n their nature may require additinal supprt services frm NiSS Any mdule will be made available t custmers subject t: 1) Apprpriate cnfiguratin f the natinal system fllwing testing and sign ff frm apprpriate system users 2) Adequate infrastructure being in place at the NiSS sites 3) Adequate supprt being available at the NiSS sites 4) All apprpriate security cncerns being addressed, fr example, preventin f malicius threats t the NiSS infrastructure and security cnfiguratin t manage access t functins/mdules and data 1.5. Security The NiSS will cmplete an annual security review each year at its wn expense. The security review will be cnducted by an external security cnsultant. The review and final reprt/recmmendatins will be made available t the NiSS gvernance grup. The NiSS is the custdian f all infrmatin held n the natinal interrai platfrm. All infrmatin n the NiSS is held in cnfidence and is accessed within the existing framewrk f the New Zealand Privacy legislatin and the Natinal interrai hst Infrmatin gvernance Mdel Custmer assciated with NiSS site Services prvided by NiSS will be jintly prvided by CDHB and TDHB frm an all f gvernment apprved data centre. Each custmer will be assciated t either CDHB r TDHB as their primary supprt and data centre. Bth NiSS sites supprt peratinal databases and the natinal interrai Data Warehuse and Decisin Supprt database are supprted at TDHB. The majrity f users will use the natinal interrai sftware peratinal database assciated with their primary hst site. A number f specialist users will use the natinal interrai sftware Data Warehuse and Decisin Supprt databases. The table belw sets ut the allcatin f DHBs t the NiSS sites. 4

5 Primary NiSS site The natinal interrai sftware database DHB regin CDHB Operatinal database Nrthern Regin Suthern Regin TDHB Operatinal database Midland Regin Central Regin TDHB Data Warehuse database and wiki All Regins CDHB Training database All regins 2. The natinal interrai sftware Management and Supprt Services 2.1. Service descriptin NiSS will prvide access t The natinal interrai sftware fr the purpses f access t the interrai assessment mdules and ther cntracted mdules as required Service cmpnents The fllwing matrix utlines parties' bligatins in respect f The natinal interrai sftware. a) Hsting NiSS will hst The natinal interrai sftware via an all f gvernment apprved data centre NiSS will make The natinal interrai sftware available via a range f internet brwsers as cntracted frm and supprted by Mmentum Healthware Inc 5

6 b) Custmers All custmers that use the natinal platfrm will cmply with this agreement and all ther arrangements agreed between the NiSS and interrai NZ frm time t time Custmers will ensure all third party service prviders engaged by it in the prvisin f health services that use the natinal platfrm, including their infrmatin technlgy service prviders, cmply with this agreement and all ther arrangements agreed between the NiSS and interrai interrai NZ frm time t time Custmers will advise NiSS f all any changes t them r their cntracted health service prviders using the service including the name f the service prvider the nature f the services service prvider key persns and their cntact details service prvider IT cntact details respnsible manager. Custmers will advise NiSS f changes with cntracted health service prviders early in the change prcesses s as t enable smth transitins frm a technlgy supprt pint f view 6 c) User Access Management DHBs nly NiSS will prvisin key users at DHBs with natinal interrai sftware administrative rights limited t specified rganisatins n the natinal system The key users will be the interrai System Clinician, the interrai Trainer r ther administrative persns agreed by the DHB and NiSS Service Manager frm time t time DHB key users will prvisin, manage and terminate DHB natinal interrai sftware users Otherwise all user prvisining fr DHB/implementatin prjects will be managed by the NiSS service desks n receipt f cmpleted standard enrlment/user access frms Custmers will ensure that all users sign the standard access agreements t access the natinal system and will hld lcal cpies f these recrds fr any future audit purpses Custmers will ensure that users access t the system is terminated as emplyees leave service. Fr DHBs this will be managed lcally by the DHB, fr all ther custmers user access frms checked as inactivate user must be supplied t the NiSS service desk d) Equipment, desktps, laptps and Mbile Client (Check In Check Out) Custmers will prvide, maintain and manage laptp and cmmunicatins equipment and sftware as specified in the interrai sftware specificatin dcuments and as revised by NiSS frm time t time During the initial natinal interrai sftware rllut t a service prvider that uses the hme care check in check mdule, and at subsequent majr upgrades, NiSS will wrk as required with the lcal service IT Prviders t install the mbile check in check ut mdule n laptps and t train them in installatin and management f mbile client Custmers will ensure that all lcal desktp/laptp perating systems meet the minimum requirements fr use f the natinal platfrm as published by NiSS frm time t time and that all equipment and systems are fully patched with up t date anti-virus sftware Custmers will ensure all applicatins used in its desktp / laptp perating envirnment are tested and tuned t enable the natinal interrai sftware t perate efficiently and crrectly, this includes undertaking applicatin sciability and cmpatibility testing and tuning. This is especially imprtant when the custmer is underging technlgy changes themselves.

7 Custmers will als ensure that lcal netwrks have capacity fr use f the natinal platfrm alngside lcal systems use and will practively seek t increase lcal netwrk capacity as required. This includes ensuring that lcal wi-fi netwrks have apprpriate cverage within/acrss the custmers physical sites/campus Custmers will als ensure that cnnecting netwrk services have capacity fr use f the natinal platfrm alngside lcal systems use and will practively seek t increase lcal netwrk capacity as required, ie custmers will purchase adequate internet r cnnected health service packages and will mnitr these t ensure adequate capacity NiSS will advise custmers f sftware updates and installatin timeframes that need t applied fr crrect use f The natinal interrai sftware. Custmers will apply sftware updates within the specified timeframes. Nte it is expected in the future that the majrity f updates t laptps using check in check ut will ccur using an autmatic updater functin when the laptp is cnnected t the NiSS 7 e) Training fr The natinal interrai sftware NiSS will train the DHB interrai System Clinicians and ther agreed users in system administrative tasks. Training in use f the applicatin itself is managed via DHB Lead Practitiners r interrai implementatin prjects Custmers will ensure that all users f the natinal platfrm have cmpleted frmal training t a satisfactry standard t ensure crrect use f the system f) Supprt and Service Desk DHB hme care Custmers Custmers are respnsible fr first level incident and request supprt fr Lcal netwrks Lcal devices Installatin f client side certificates NiSS will prvide a secnd level supprt Service Desk. Incidents and requests that cannt be reslved lcally by custmers will be lgged with the NiSS Service Desk at the Primary NiSS Site by nly DHB System Clinician r custmer s wn service desk ther users agreed between NiSS frm time t time NiSS Service Desk will nt prcess incidents and requests frm end users Custmers will, as agreed with the NiSS Service Manager, share with the NiSS details f lcally reslved natinal interrai sftware incidents that are nt escalated t the NiSS Custmers will ensure suitably trained and qualified staff are available t wrk with NiSS t reslve incidents and requests g) Supprt and Service Desk lng term care Custmers Custmers are respnsible fr first level incident and supprt fr Lcal netwrks Lcal devices Installatin f client side certificates NiSS will prvide a secnd level supprt Service Desk fr incidents related t the natinal interrai sftware and thse where jint investigatin is required. Incidents and requests that cannt be reslved lcally by Custmers will be lgged with the NiSS Service Desk at the Primary NiSS Site h) The natinal interrai sftware data and reprting NiSS will prvide standard database extracts f interrai assessment and utput data fr lcal business intelligence analysis via a secure FTP server. [This server is nly accessible via Cnnected Health Netwrks as f 21/10/2013]. NiSS will prvide ad hc extracts fr business intelligence analysis and research purpses n a per request basis. Requests f this type will be priritised alngside all ther NiSS wrk and may incur charges

8 4. Other than very basic analysis, NiSS des nt undertake data analysis fr custmers unless unless these are agreed thrugh statements f wrk i) Enhancements t The natinal interrai sftware Requests fr enhancements t The natinal interrai sftware are t be directed by the DHB System Clinician t the NiSS Service Manager r will be managed in cnjunctin with the apprpriate implementatin prject All enhancements that require develpment by the Mmentum Healthware must be apprved by the interrai Sftware Service Gvernance Grup and if required, interrai New Zealand All develpment csts fr enhancements requested by custmers, including assciated nging perating csts, are t be funded by custmers. j) Release Management Unless therwise agreed, NiSS will undertake ne natinal interrai sftware release each financial year as fllws: March/April The natinal interrai sftware versin upgrades and mdificatins that require updates t laptps that use CICO. This upgrade will require an utage frm 5.00pm n a Friday evening t usually 12 midday the fllwing Saturday. Due t the nature f these upgrades they are excluded frm the service availability/uptime metrics. A further release may be scheduled within the same financial year as lng as the release des nt a require upgrades t laptps that use CICO r changes t interperability services. This release will usually nly require a 3-4 hur utage at standard times see sectin 3.3. Due t the nature f these upgrades they are excluded frm the service availability/uptime metrics. Patching fr bth the natinal platfrm and underlying perating systems will ccur as required as per sectin 3.3 The NiSS will develp test plans fr each release Custmers will prvide staff t cnduct testing as agreed with NiSS Service Manager. This in effect means the systems clinicians and natinal trainers at DHBs and where practicable staff frm specific sectrs that use the natinal platfrm eg residential care. There is n re-imbursement f time fr this NiSS will advise custmers f releases via the service desk The majr upgrade will require cmmunicatins t start at least tw mnths prir and the Training system will be upgraded ne mnth prir t the prductin upgrade Training will be prvided t users by the DHB Lead Practitiners and natinal training services Releases fr patching will require ntice t Custmers tw days prir In the event an emergency change is required NiSS will advise Custmers as sn as pssible befre r after the change k) Capacity planning The NiSS Service Manager will require DHBs and may require ther selected service users, eg residential care users, t prvide a frecast f changes in users accessing the system and ther infrmatin t assist with capacity planning l) Service level perfrmance reprting NiSS will prvide service level perfrmance reprting t the interrai sftware service Gvernance grup na quarterly basis 8

9 m) General Obligatins NiSS will undertake all reasnable endeavurs t minimise utages. NiSS will prvide suitably qualified staff t fulfil its bligatins as per sectin 1.2 All parties will wrk cllabratively and neither party may invice the ther fr technical services prvided related t analysis/diagnstics t determine rt causes and reslutins, wherever the final rt cause may lie. n) Demarcatin pint ) Audit NiSS is respnsible fr delivery f the service t the netwrk parameter f the Primary NiSS Sites NiSS and custmers will jintly wrk t reslve delivery issues beynd the Primary NiSS Sites nting that custmers are respnsible fr supplying telecmmunicatin services and all services t manage lcal devices/netwrks. The NiSS will nt be held respnsible fr any cnfiguratin prblems that ccurs with a custmer device as part f prviding trubleshting/supprt fr any device cnnecting t the NiSS service. These devices have t be classed as wild envirnments such that the NiSS technical staff have n administrative cntrl ver. Organisatins have bligatins under the Privacy Act f 1993 and the Health Infrmatin Privacy cde 1994 t ensure that staff nly access infrmatin that is necessary fr the perfrmance f their duties. Organisatins that use the natinal interrai system must undertake regular access audits n the system t ensure that emplyed staff are accessing recrds apprpriately and must have apprpriate plicies and prcedures in place t manage any suspected r actual access breeches. The system cntains three audit reprts, by user/client/rganisatin t assist with this. If any cncerns are highlighted the rganisatin may ask fr supprt frm the natinal interrai sftware service t investigate. The Natinal interrai Sftware Service Manager shuld be advised f any actual access breeches. Organisatins must als have apprpriate cntrls t enable audit f access t the natinal platfrm including access frm their lcal systems, eg clinical prtals. Shuld any access cncerns be raised, eg by the NiSS, the rganisatin must have apprpriate lgging in place t investigate why infrmatin was accessed. Access f any user r even an rganisatin t NiSS may be suspended as a result f investigatin 9

10 3. Service Level Targets 3.1. Perfrmance Transactin Type Maximum Respnse Time cmments Lgin Search fr recrd using NHI Open existing assessment General brwsing within the applicatin 5 secnds 5 secnds 5 secnds 5 secnds As tested n standard hme fixed cable bradband package (weekday mrning and afternn) direct t applicatin via internet Save nline assessment 5 secnds with Prduce an assessment reprt 10 secnds bradband speed test results (averaged) f: Check ut (single patient recrd fr new assessment) Check in (single patient recrd with new assessment) 6 mbps dwnlad and 0.7mbps uplad 30 secnds As tested with devices cnnecting frm DHB netwrks t hst site 30 secnds Exceptins include the fllwing: Opening a new large assessment fr the first time: secnds (ie Hme care, Lng Term Care etc) Opening the medicatins sectin f any assessment: up t 10 secnds Hst t hst transfer screens: secnds (these are used by hst administratin staff nly) Running large reprts eg audit reprts: times will vary accrdingly 3.2. Availability NiSS will make the natinal interrai sftware available t 24 hurs a day, 7 days a week, 365 days a year except during a Standard Outages, upgrades r Unplanned Outages as set ut in clause Outages The natinal interrai sftware may be unavailable t users during Standard Outages fr maintenance r annual upgrades. Please als refer t sectin (2j) fr utages related t upgrades. Where able, these will be scheduled n the first and secnd Tuesday/Wednesday f each mnth between 7.00pm and 10.00pm and/r between 5.00am and 8.00am. Due t the nature f sme patches, eg urgent security patches, sme planned utages will fall utside f these windws. NiSS will ntify Custmers f any planned utages with ntices tw days prir. The natinal interrai sftware may als be unavailable unexpectedly due t fault, failure r any ther reasn (Unplanned Outage). During unplanned utages all reasnable effrts will be used t restre service in as timely manner as pssible. 10

11 3.4. Supprt Cverage NiSS will prvide supprt t Custmers during the Service Windw listed in Table 1: Cverage and Availability shwn belw. Table 1: Cverage and Availability fr tw site mdel Service Windw 8:00am t 5pm Mnday t Friday except n New Zealand Public Hlidays P/w re-sets till 11.00pm daily On call fr p/w re-sets and categry 1 incidents nly System Availability during service windw Unplanned Outages Standard Outages 99.0% 25 hurs per year 4 hurs per mnth Best effrts supprt will be prvided n Public Hlidays. Table 2: Cverage and Availability fr single site mdel 3.5. Transfers f Recrds The transfers f recrds between rganisatins will nrmally be managed by DHB staff, fr example a transfer f recrds between lng term care facilities. Under the current tw site mdel transfers f recrds between the tw peratinal databases has t be managed by the supprt staff at the hst sites. There may be ccasins where a recrd needs t be transferred between rganisatins after hurs. If required this will be managed by the service desk as per the Access and Transfer Mdel fr interrai and as per the fllwing plicy interrai hst plicy client transfer between ffices. This plicy is available frm the Natinal interrai Sftware Service Manager 11

12 3.6. Target timeframes fr Incidents and Requests NiSS will use all reasnable endeavurs t meet the target timeframes fr Incident and Request reslutin and cmpletin as set ut n Table 2 Incident Targets and Table 3 Request Targets Table 2: Incident Reslutin Targets Incident Type Prcess step High Impact Medium Impact Lw Impact Respnse and initial diagnsis 60 mins 60 mins 60 mins Initial Prgress Update 2 hurs 2 hurs Next business day Prgress Updates 2 hurs As agreed User self service Restratin / Wrk Arund 4 hurs Next business day 5 days High Impact incidents are thse where n users are able t access r use The natinal interrai sftware and n wrk arunds are readily available. Medium Impact incidents are thse where sme users can access The natinal interrai sftware r users can access The natinal interrai sftware but cannt use substantial functinality. In bth cases business activity is seriusly disrupted fr at least 25% f the user ppulatin. Lw Impact incidents are thse that affect a small number f users and wrk arunds are readily available. The NiSS service manager will determine the impact level f any utage. Table 3: Request Targets Request type Descriptin Target timeframe frm date request is acknwledged by NiSS Service Desk Add r Change User Access Advice and infrmatin Ad hc data requests Add, change r delete user access as requested n the Access Request Frm Requests t Service Desk r NiSS Service Manager that cannt be answered at first pint f cntact. Fllw up respnse r reslutin prvided Requests fr data utside f thse nrmally prvided t custmers 2 business days 2 business days 6 weeks These may incur a charge t cver develpment and testing. 12

13 4. Cntacting NiSS 4.1. Ntificatin f Incidents Custmers must ntify NiSS f all incidents relating t The natinal interrai sftware by cntacting the NiSS Service Desk by telephne t: CDHB TDHB Ntificatin f Service Requests CUSTOMERS must ntify NiSS f all Service Requests relating t the natinal interrai sftware by either: telephne t CDHB TDHB t interrai.servicedesk@cdhb.gvt.nz IT.servicedesk@tdhb.rg.nz 4.3. Escalatins In the event incidents and requests require escalatin the rles set ut in the fllwing table will be used. Escalatin level DHB (hme care) Lng term care NiSS User System Clinician / Service Desk Service Desk Expert System Clinician Supprt Analyst Manager DHB Manager Facility manager NiSS Service Manager Executive CIO r nminated Executive Grup Manager if exists CIO/General Manager Executive / Bard CEO CEO Chair f interrai IT Gvernance Bard 13

14 5. Term NiSS will cmmence prviding services n date and will cntinue t prvide them nging unless this agreement is therwise varied r terminated. 6. Pricing The Ministry f Health and District Health Bard Shared Services funds NiSS t deliver standard the natinal interrai sftware service. NiSS des nt charge custmers fr hsting the natinal interrai sftware system. There may be a charge fr ad hc data requests, eg fr research that require additinal data extracts t be develped and tested. 7. Payment Terms In the case where payment fr services is required, valid invices will be submitted by NiSS t custmers and they shall be paid by custmers by the 20 th f the mnth fllwing the issue f the invice. 8. Glssary Unless therwise defined, wrds in this Schedule have the fllwing meanings: IT Prvider means the rganisatin that prvides the IT services t custmers The natinal interrai sftware means the sftware develped by Mmentum Healthware f Canada and apprved by the interrai Natinal NiSS Gvernance Bard fr release by the NiSS System Clinician means the interrai System Clinician assigned t custmers Lead Practitiners clinical methdlgy experts emplyed by DHBs interrai Training Services the natinal training services managed by Canterbury DHB and District Health Bard Shared Services 14

15 Executin and date Executed as an agreement Date: Signed by interrai Natinal NiSS in the presence f: Witness signature: Witness name: Occupatin: Address: Signed by XXXXXX in the presence f: Witness signature: Witness name: Occupatin: Address: 15