1. 1 Information Division Operations Consulting After Hours Support

2. 2 After hours support and resource sharing overview Qld Health Structure Information Division Support model IR Considerations Issues The future

3. 3 QLD Health Structure 15 Health Service Districts – 60,000+ staff 400 sites 9 Information Division Units (clusters) – 475 staff Clusters are structured with:  Service Delivery – desktop, applications  Server Operations – servers, account management  Comms and network – Lan, Wan, telecoms 35000 pc/notebook fleet

4. 4 Health ICT structure continued 50 applications – enterprise wide service 300+ local applications + variants SOE /COE/TOE with variants 24 x 7 in many sites End to end service delivery

5. 5 ICT Support Tiered support structure level 1 Service Centre (0730 – 1700) 42000 calls per month, 7000 incidents level 2 Application/Technical level 3 Specialist/Vendor SLA – 24 x 7 requirements Underpinning contracts Alerting local and enterprise Self help – portal

6. 6 ICT Support cont. Super users Switchboard Nurse Unit Managers Resilience Approx 3 on site visits per business area per month 1.5% of salaries spent on after hours work

7. 7 How we do It No on site support presence after hours First point of contact is Service Delivery – On call roster, most run a weekly roster- contact usually established through local switchboard Service Delivery representative will vett, investigate, remote access if possible, on site, engage Server Ops/Comms and Nets or external agents as required Decisions can be escalated, some sites require team leader escalation before call out instigated Service Delivery is allowed a degree of autonomy based on knowledge of site (alternatives), application affected, SLA terms. Decisions made have to be defensible.

8. 8 IR Considerations Weekly base on call rate - $145.38 Requirement to be on site within 1 hour Telephone advice – 1 hour minimum Recall to site – 2 hour minimum Penalty rates Fatigue leave – 10 hour break New employees engaged Long term employees

9. 9 Issues Customer Expectations Availability of skill set Tools/rights Distance Long term staff commitment Coordination of larger outages/incidents Reporting visibility - hpov

10. 10 Future Service Centre extended shift Increased resilience – self diagnosis capability Thin client Connectivity options (mobile) Hardware standards Consolidation

11. 11 Future cont Virtualisation Inter-agency support External hosting Vendor support Standardisation Good will of our staff

12. 12 ? Questions ?