1. HSCN Migration Programme
Customer Readiness
Presented by Doug Howe & John Wilson

2. Contents
Published Materials – Details of documents that have been made available to CNSPs (via the HSCN Deployment SharePoint) to support migration activities.
Customer Readiness – Further information on activities the programme are undertaken to engage Customers, prepare them for migrations and improve our chances of success. Includes:
HSCN Migration programme structure and interactions
Migration journey and hurdles
Customer readiness
Lessons learned so far
Discussion 1: Customer readiness
Discussion 2: Customer communications

3. HSCN Migration: Published Materials
Supplier Briefing 26th April 2018

4. Published Materials
The following documentation has been published on the HSCN Deployment SharePoint for use by CNSPs:
Document
Purpose
HSCN CNSP Migration Guidance
Document describing the end-to-end migration processes (as per Migration Addendum).
HSCN Migration Checklist
Document listing customer actions required to raise replacement orders, organise installations and prepare for/perform migrations.
HSCN Migration Clarifications
Document containing clarifications on process and data reporting requirements (based upon frequently asked questions and lessons learned).
CNSP Information Pack
Document describing the TACO migration processes.
BT TACO Transfer of Service to CNSP
Document detailing the information that BT TACO shall provide to CNSPs to enable the migration of Continuing Order services to a CNSP HSCN service.
TACO Engagement Template
Template to be populated by a CNSP prior to engaging the BT TACO Programme.
TACO Portal Access Request Template
Template to be populated by a CNSP prior to obtaining access to the BT TACO Migration Request Portal (used to raise migration requests).
Legacy Catalogue
Document listing the legacy access connectivity services that Customers may currently be using.
TN Inventory
Snapshot of the Transition Network inventory listing legacy services (with SIN, ODS and site details).
ODS Codes
Document listing ODS codes that are held centrally by the NHS Digital ODS code.
Data Reporting
Folder containing CNSP Data Reporting Requirements (as per Migration Addendum), sample data reports and accompanying notes.

5. HSCN Migration: Customer Readiness
Supplier Briefing 26th April 2018

6. Management of Migration
Field Force
Deployment Office
Procurement tracking/ execution:
Procurement guidance
Migration guidance
Funding guidance
Procurement and migration planning
Requirements gathering
Procurement support and execution
Customer engagement:
Customer FAQ
Call-off order tracking
Migration checklist
Escalation management
Technical support
Field Force
Migration tracking:
Migration forecasting
Inventory management
Migration reporting
TACO management
Process improvement
SharePoint maintenance
Mailbox management
CNSP engagement:
CNSP onboarding
CNSP routine engagement
CNSP reporting
Escalation management
Trouble-shooting
Deployment Office
Sharing of Intelligence
Escalation Management
CNSP Reporting / Routine Engagement
TACO Governance
Supporting
Customers
Customer Liaison
CNSP
Management
TACO
Liaison
Ordering and
Planning
Planning
and Scheduling
Parties involved in the migration

7. Migration Journey & Hurdles
Summary of the migration journey and the main hurdles:
Customer Focussed
Supplier Focussed
Customer Migration Readiness
CNSP Order Lifecycle
Procurement Launch
Service Award
Order Received (Call-Off)
Order Confirmed
Migration Scheduled
Migration Complete
Service Ceased 1 2 3 4 5
Customer delays raising orders
Supplier hurdles
Legacy services not being ceased
Aggregated, Collaborative and Independent procurements underway

8. Migration Journey & Hurdles
Summary of the migration journey and the main hurdles:
Customer Focussed
Supplier Focussed
Field Force
Award / Call-Off Tracking
Cease Tracking
Migration Checklist / Escalation Management (Customer Delay)
Deployment Office
Migration Order, Schedule and Implementation Tracking. Escalation Management (CNSP Delay)
Service Award
Order Received (Call-Off)
Order Confirmed
Migration Scheduled
Migration Complete
Service Ceased
Procurement Launch
Customer Migration Readiness
CNSP Order Lifecycle 1 2 3 4 5
Aggregated, Collaborative and Independent procurements underway
Customer delays raising orders
Supplier Hurdles
Legacy services not being ceased

9. Customer Readiness
Customer Migration Readiness (led by NHS Digital Field Force)
Customer Migration Readiness (led by NHS Digital Field Force 
Pre-Ordering
Checklist
Ordering Checklist
Pre-Installation
Pre-Migration
Migration
Activities to collate information required for raising an order (or latter stages).
Activities to raise a complete order with a CNSP (post contract award).
Activities to support and facilitate installations of new HSCN services.
Activities to prepare for a migration to HSCN.
Activities to be performed during the scheduled migration window.
Service Award
Order Received (Call-Off)
Order Confirmed
Migration Scheduled
Migration Complete
Service Live
Customer Migration Readiness (led by NHS Digital Field Force
Service Transition Preparation (led by CNSP)
Initial engagement meetings:
Initiate projects
Understand requirements
Order pre-requisites
Obtain the required information for order.
Support Customer in raising order.
Complete due diligence/ etc. with Customer.
Provide communications (include reporting delays).
Prepare customer for services installation.
Complete circuit delivery (working with Carrier) and customer site installation and testing.
Prepare customer for migration.
Agree and schedule migration with Customer (adhering to change governance).
Execute migration.
Perform post-migration testing.
Obtain customer sign-off.

10. Customer Readiness: Lessons Learnt
Identification of overlays – Migrations have been delayed (and requests rejected) as consumer overlays have been missed. Check for these early on.
Customer preparations – Issues have been encountered due to basics being missed: site access, router location etc. for install (for service install) and users lined up for cut-over activities (for migration).
Pre-emptive:
Submit your reports so we know what’s coming (as well as underpins processes).
Migrations require space for legacy and new CPE, ensure customers have space for both.
If a booked migration can’t take place, cancel and reschedule as soon as possible.

11. HSCN Migration: Discussion Points
Supplier Briefing 26th April 2018

12. Discussion 1: Customer Readiness
What are the problems you’ve encountered to date?
How do we jointly ensure the basics are dealt with?
If customer requirements can be satisfied by different services/solutions, how can we steer them to those that are quicker to deliver and migrate too?

13. Discussion 2: Customer Communications
What communications are you providing Customers?
What communications can we provide that add-value and avoid confusion?

14. HSCN Migration: Customer Readiness
Appendix: Migration Checklist Contents

15. Migration Checklist     
The migration checklist contains six elements that are relevant to the following stages of the migration journey: 
Pre-Ordering
Checklist 
Ordering &
Contacts 
Pre-Installation
Checklist 
Pre-Migration
Checklist
Migration 
Post-Migration
Checklist
Award
Procurement Lifecycle
Order Placement
“Calling-Off”
Facilitate Site Survey
Facilitate Service Installation
Support / Test Migration
Cease Legacy Service
Order Forecasting
Receive Order
Due Diligence / Site Survey
Order Lifecycle
Service Installation
Perform Migration
Ongoing Service
Raise Migration Request
Schedule / Book Migration

16. Checklist: Pre-Ordering
Ref
Item
Description of requirement
Guidance to Customer
PO01
Service Identification Number (SIN)
If you have a pre-existing connection (Continuing Order), you should know your Service Identification Number (SIN). This will be required by your new CNSP for the ordering, forecasting and migration processes. If you connecting to HSCN for the first time, you will not require a SIN. Note that this is the 'Circuit ID' on your Continuing Order Invoice sent by BT.
Please contact your Regional Migration Manager for further information. Full list on the NHS Digital website:
PO02
Organisation Data Service (ODS) Code
If you are new to HSCN and/or do not have a Organisation Data Service (ODS) code, you must obtain an ODS Code to identify yourselves prior to completing the other pre-requisite activities below. If you already have an ODS code you should check that they are valid for each site you wish to have a HSCN connection installed. Note that this is the SBS billing address on your Invoice sent by BT.
ODS Codes can be requested or verified via your named contact (OC1) if you have one (Health organisations) or by contacting the ODS Team. Further information on ODS Codes and contacts can be found on the NHS Digital website: allocation
PO03
Connection Agreement
You must obtain a valid Connection Agreement prior to connecting to HSCN. Network Service Providers may request a copy of your Connection Agreement prior to processing a new order so it should be obtained as soon as possible (once you have an ODS code as per PO1). Note that organisations with an existing N3 connection should already have been contacted by NHS Digital to complete a HSCN Connection Agreement.
Further information on the HSCN Connection Agreement and how to obtain one can be found on the NHS Digital website: Agreement
PO04
Pre-existing Inventory Information
If you wish to confirm which current N3 services you are using please contact BT as your current service provider or alternatively the HSCN Programme for information. For those involved in Aggregated Procurements, please note that this information will be collated and validated with you prior to launch.
Please contact your Continuing Order point of contact (directly or via the BT CRM). Alternatively, please contact your Regional Migration Manager for further information. Full list on the NHS Digital website:
PO05
Business Approval Governance
Prior to ordering, you may need business approval for purchasing replacement HSCN services. You should validate this within your organisation and make preparations to ensure you can complete any necessary governance steps. For those involved in Aggregated Procurements, a call-off contract is required within six weeks of supplier award notification and you should plan obtaining approval and ordering within this timeframe.
Please consult your organisation to confirm business approval governance that you are required to comply with. Schedule this to occur between contract award and call-off to avoid delays.
PO06
Clinical Safety Assessment
You should consider your current status of clinical safety assessment ahead of migrating to HSCN. This should be initiated now as may take some time but only needs to be completed ahead of migration (it should not delay placing an order).
Please see the NHS Digital website for further information:
PO07
National Application Requirements
You should consider your current access requirements for all the national applications (as well as other applications) as these may be affected by your move to HSCN.
Please consult your organisation to confirm application usage. Once known, this should be passed onto prospective Suppliers who can advise accordingly (as per OC06 below).

17. Checklist: Ordering Ref Item Description of requirement
Guidance to Customer
OC01
Order Pre-Requisite Information
You should collate the following information prior to placing an order for a new circuit. This information is needed by the CNSP to process your order.
Collate the following standard information as well as additional information required by your CNSP: Organisation ODS Code / Unique Site ID (ODS site code) / Site Name - Full Postal Address / Postcode / Primary' organisation / Site Contact Names (1, 2 etc) / Site Contact Numbers / Site Contact s / Technical Contact Name / Technical Contact Number / Technical Contact / Comms room location (where routers and circuit terminating equipment will be located) / Number of free ‘U’ in the rack(s) / Number of free power outlets for the rack(s) / Room Number / Floor / Building Name / Duct location and state or repair / Way Leave Notice (for any work on private land) /
If you have an intended location for new equipment: Cabinet / Rack (optional) / Tile (optional) / Rack Position (optional) /
For site survey visits (as per PI02 and PRM02): Site points of contact / Parking facilities
OC02
Complete Order Form
You should complete and check your order form (specific to your chosen procurement route) for information you need to prepare in advance. It is important this is completed promptly to ensure your order progresses. This can be shared with the HSCN programme for visibility.
Order forms should be submitted by the appropriate route for the procurement. For aggregated procurements, completed orders should be shared with your Regional Migration Manager for completeness.
OC03
IP Retention Request
If you wish to retain your existing IP address, you must obtain approval from the NHS Digital IP Address Management (IPAM) team. This process must take place once the new CNSP is known. If you are connecting to HSCN for the first time, you will need to contact the NHS Digital IP Address Management (IPAM) team to advise them of your new addresses.
Please contact the NHS Digital IP Address Management (IPAM) team. Further information can be found on the HSCN website:
OC04
Pre-existing Configuration Information
If you require router configuration, you should request this by contacting BT (your current service provider). Note that your new CNSP will be able to obtain this information at a later date if required.
Please contact your Continuing Order point of contact to request this information.
OC05
Overlays
You should notify your CNSP if you have any BT N3 Overlay services such as Voice, Video conferencing, VPNs or remote access. They will need this information when planning the migration. Voice and video services will need to be migrated prior to terminating your existing connectivity service.
Please inform your CNSP of the overlays used at each site so they can advise you accordingly.
OC06
National Application Access
You should notify your CNSP if your organisation accesses any Regional or National applications. If your are migrating from a legacy connection and choose to retain your IP addresses, this access should be unaffected.
Please inform your CNSP of the application used at each site so they can advise you accordingly. If necessary, they will notify NHS Digital of new IP ranges to ensure they are configured for National application access.

18. Checklist: Pre-Installation (1 of 2)
Ref
Item
Description of requirement
Guidance to Customer
PI01
Schedule
You should discuss and agree with your CNSP the dates for installation, commissioning and migration to HSCN. Migrations are scheduled to occur in working hours and should be booked as far in advance as possible to ensure your CNSP is able to book a slot at an appropriate date and time.
Please consult your CNSP to develop an implementation and migration approach and plan. Your CNSP is responsible for agreeing a migration date and booking this with BT via the agreed migration processes. Please see the HSCN CNSP Migration Guide on the HSCN website for further information: migration documents
PI02
Building Access
You should ensure that any required site or building access is known and organised in advance. Site visits may be required to: - Perform site surveys; - Complete the installation; and - Perform the migration.
Please consult your new CNSP to confirm what access they will required, when and agree this with your facilities management/site contacts as appropriate. This should include: - Checking if there are any site or building access restrictions (advanced notice, opening hours etc.); and - Checking if an escort for the supplier's CNSP is required and available.
PI03
Works Risk Assessment
You should check if a Risk Assessment and Method Statement (RAMS) is required for surveys and work on site and whether this has been completed.
Please confirm within your organisation if any work permits and/or Risk Assessment and Method Statements are required. If so, facilitate the completion and return of these with your CNSP.
PI04
Hardware & Rack Space
You should confirm with your CNSP what Hardware will be provided and how it should be installed. This include confirming what rack space is needed.
Please consult your new CNSP to hardware installation requirements. This should include confirming with your Suppliers: - The proposed Customer Premise Equiement (CPE) hardware; - How much rack space is required (number of units/'U'); - Termination; - Cooling requirements; - Connectivity requirements (including Failover); and - Will Network Termination Equipment (NTE) be rack mounted or terminated on wall and whether this needs to be co-Located with CPE. Note: If you intend to dual-run, you will need sufficient space for your new and existing equipment to be connected and powered-on.

19. Checklist: Pre-Installation (2 of 2)
Ref
Item
Description of requirement
Guidance to Customer
PI05
Power
You should confirm with your CNSP what power requirements they have.
Please consult your new CNSP to check power installation requirements. This should include: - Confirm how many power sockets are required; - Check sufficient power sockets are available near the installation location; - Confirm what type of power connection is required (such as UK standard mains plug or kettle lead); and - If sufficient power or space is not available, arrange for this to be provisioned before your HSCN installation date. Note: You will need to keep your existing Continuing Order CPE powered-on and connected until you issue notice and the cease is processed so it can be securely wiped by BT (see POMO2 below).
PI06
Cables
You should check with the CNSP what cables (RJ45/Fibre) are required for installation. In the case of Fibre cables it is crucial to understand the if multi-mode or single-mode fibre cables are required and that the correct lengths are ordered.
Please liaise with your new CNSP to confirm what cabling is required and obtain this in advance of the installation and/or migration as required. Ensure any cabling is stored in a location that will be accessible during the installation and migration as required.
PI07
Ports/Optics
If the HSCN router is connecting into your LAN, you should ensure you have sufficient RJ45 or Fibre optic interfaces available. In the case of fibre do you have the correct optical gbics/sfp's in place.
Please liaise with your new CNSP to confirm what ports/optics are required and check these on your local network devices.
PI08
Test
You should create a test plan to include a list of services you need to test as part of the HSCN migration and allocated resources. This should comprise local services, central services and Internet services based on your requirements.
Please liaise within your organisation to understand which business applications are used at each site and develop an associated test plan.
PI09
Change Management
You should plan the local activities that need to take place prior to migration, such as arranging for approval at a local change control board. This should include scheduling and booking a migration with BT via your CNSP.
Please liaise with your change management function to confirm any approval that needs to be obtained. Plan the migration to avoid change freezes and any major release cycles.

20. Checklist: Pre-Migration
Ref
Item
Description of requirement
Guidance to Customer
PRM01
Risk Assessment
You should ensure any risk assessments required by your organisation are completed prior to migration. This should include concluding any Clinical Safety Assessments (as per PO06).
Please consult your organisation to confirm risk assessments that need to be completed.
PRM02
Building Access
You should ensure access and an escort for the supplier's engineers is available on the commissioning date. (CNSP installing their managed routers and firewalls and testing the service).
Please liaise with your CNSP to confirm access requirements and agree this with your facilities management/site contacts as appropriate (subject to your organisations Security Policy).
PRM03
Migration Process
You should ensure that you have agreed migration steps with your CNSP. This should include when the migration slot will occur, when the network will be unavailable, when to move connections to your new HSCN service, what to do if something goes wrong and other activities that your users may need to perform. A typical implementation plan may include the phases: site survey (if required); cable installation (if required); router delivery; commissioning of service - pre migration; and migration.
Please consult your CNSP for full details on the migration. For further information on the migration processes, please see the HSCN CNSP Migration Guide on the NHS Digital website: migration documents
PRM04
Circuit Handover
You should check that the supplier completes their commissioning testing including a failover test (if a resilient service) and provides you with a commissioning test report.
Please consult your CNSP to verify testing has been completed at the point of circuit handover.
PRM05
Pre-Migration Testing
You should plan and conduct your own local testing of the HSCN service prior to migration.
Please perform testing of the new service as per your developed test plan(s).
PRM06
Communications (Details known)
You should ensure you have contact details agreed with your CNSP so all parties know who to communicate with during the migration process. This should have been organised in advance but checked they are all documented and known at this point.
Please consult your CNSP to confirm contact details and circulate these within your organisation as appropriate.

21. Checklist: Migration Ref Item Description of requirement
Guidance to Customer
MI01
Resourcing Available
You should check all resource, including onsite access and those involved in the migration and testing, are available. This should include confirming if you need someone onsite to perform a roll back if issues are encountered during or post migration.
N/A
MI02
Communications (Available)
You should ensure you have access to any points of contact or management control bridges (conference calls) at the start of the migration window to confirm they are reachable.
MI03
Cabling
You should ensure cabling is available to connect new router devices to your network.
MI04
Migration Activities
You should follow the migration steps and instructions provided by your CNSP to complete any activities you are required to. It is vital that you don't perform actions (such as unplugging devices) until instructed to do.
MI05
Testing
You should complete testing of all applications and services to ensure they are operating as per design and meet your success criteria.
MI06
Rollback
You should make sure you know what to do if any issues are experienced post migration.

22. Checklist: Post-Migration
Ref
Item
Description of requirement
Guidance to Customer
POM01
Operational Procedures
You should ensure your local operational procedures are updated to reflect your new HSCN supplier. This should include changing Service Desk contacts for staff in the event they experience network connectivity issues. It may also include updates to: Contract Management; Asset Management; Service Management (service levels); Disaster Recovery/Business Continuity; and Security.
Please consult your CNSP and operational management teams. This activity should be covered during the handover to live service.
POM02
Legacy Customer Premise Equipement (CPE)
You should not switch-off old equipment until instructed to do so by BT as part of the cease process. They require access to securely wipe the device. This is particularly important if you want to retain the option of roll-back for a short-period of time.
Please leave old routers and other equipment powered-on until you are told it can be powered-off and BT during the cease process.
POM03
Cessation
Once the HSCN service is operational and the migration has completed successfully, you should raise an BT Continuing Order cease notice with BT to terminate your legacy services. This should not be initiated before migration has successfully been completed and soon after this point to avoid unnecessary dual running costs.
Please request a cease to your existing services by raising a request on the BT Continuing Orders portal once migration has been successfully completed.