HWA ICT Strategy

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HWA ICT Strategy Powered By Docstoc
					       Health Workforce Australia

          Information and
Communication Technology
      Strategy: 2010-2013

                       April 2010



                        Version 1.0

                  Select Extracts
                   HWA Information and Communication Technology Strategy 2010-2013
                                     Version 1.0 – Select Extracts




TABLE OF CONTENTS

1   EXECUTIVE SUMMARY ......................................................................................................... 3
    1.1 Introduction ........................................................................................................................ 3
    1.2 Guiding principles .............................................................................................................. 3
    1.3 Future ICT model............................................................................................................... 4
    1.4 ICT initiatives ..................................................................................................................... 5

2   OUTLINE OF CURRENT POSITION ....................................................................................... 6
    2.1 Current business environment .......................................................................................... 6
    2.2 Current ICT environment ................................................................................................... 6
          2.2.1     NHWT ........................................................................................................................... 6
          2.2.2     HWA ............................................................................................................................. 7

3   NEEDS ANALYSIS .................................................................................................................. 9
    3.1 Development of requirements ........................................................................................... 9

4   DEVELOPMENT OF THE ICT STRATEGY .......................................................................... 11
    4.1 Guiding principles ............................................................................................................ 11
    4.2 Future business environment .......................................................................................... 12
          4.2.1     Business functions ...................................................................................................... 12
          4.2.2     Corporate functions..................................................................................................... 13
          4.2.3     Staff profile .................................................................................................................. 13

5   RECOMMENDED FUTURE ICT MODEL .............................................................................. 15
    5.1 Overview.......................................................................................................................... 15
    5.2 Information layer .............................................................................................................. 16
    5.3 Systems layer .................................................................................................................. 19
          5.3.1     Managed services ....................................................................................................... 20
          5.3.2     Internet-based software as a service .......................................................................... 21
          5.3.3     HWA premises ............................................................................................................ 21
          5.3.4     ICT Administrative Services ........................................................................................ 22
          5.3.5     International recruitment IT system ............................................................................. 22
    5.4 Technical layer ................................................................................................................ 22
          5.4.1     ICT support ................................................................................................................. 24
    5.5 Information security ......................................................................................................... 25




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1 Executive Summary

1.1    Introduction

SMS Management & Technology has developed this Information and Communication
Technology (ICT) Strategy for Health Workforce Australia (HWA). The purpose of the
Strategy is to describe the plan for the establishment of HWA’s ICT framework covering
business systems, infrastructure and support arrangements. This will provide the HWA
Chief Executive Officer and/or Governing Board of Directors with a range of options and
recommendations as to how HWA can best establish the necessary ICT functionality.

An understanding of current ICT usage and anticipated future needs was developed
through meeting with selected staff of HWA, including all executives and managers,
reviewing key HWA internal documents, predominantly the HWA Preliminary Business
Strategy version 1.0. However, HWA has not yet developed a Vision or a
comprehensive, approved Business Strategy, which are generally regarded as necessary
precursors to an ICT Strategy. Where possible, elements of a Business Strategy
necessary to inform the ICT Strategy have been determined and verified. Figure 1 shows
the relationship between this ICT Strategy and other key documents that would typically
be expected for the establishment of a new organisation.



                                             HWA Vision


                                            HWA Business
                                              Strategy




          HWA                                   HWA                             HWA Knowledge
      Organisational      ICT operational       ICT          Business            Management
         Design                    needs      Strategy       needs analysis         Plan
     People,
 structures,                      ICT             ICT          ICT
  processes                     Security      Initiatives   Governance




                       Establish-
                                              Policies &             Detailed
                         ment
                                             Procedures              Design
                       Roadmap


               Figure 1: Relationship between the ICT Strategy and other key documents



1.2    Guiding principles

Based on discussions with the CEO of HWA, Mark Cormack, six key guiding principles by
which HWA is being designed were developed, as follows:
    Collaboration. The raison d’être for HWA: within the Agency and with
       stakeholders across governments, the universities, health service delivery,

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            clinical training provision and regulatory bodies. Sharing information and
            integrating knowledge with physical and virtual interaction.
           Innovation. Promote an industry-wide culture to enhance innovation and
            reform. Innovative thinking and practices within the Agency.
           Location Flexibility. Support efficient and effective working outside of head
            office, either in mobile settings or hosted by other Agencies. Connecting with
            people across Australia and internationally.
           Sourcing. Preference for outsourcing of ‘commodity’ systems and services
            rather than establishing internal capability. Enabling HWA staff to focus on
            delivering the Agency's Vision, rather than managing support functions.
           Best Practice. Desirable for collaboration and fostering innovation, whereas
            good practice is likely to be sufficient for other needs.
           Protection of information. Ensuring the security and integrity of information
            appropriate to its level of sensitivity and in accordance with Government
            precedent. Applicable to hard or soft copy information.

1.3       Future ICT model

In keeping with the guiding principles and an analysis of HWA’s ICT needs, an ICT model
as been designed with the following characteristics:
     All employees have a broadly similar ICT experience irrespective if where
        they are working
           ICT systems and services enable the business with thin internal capability
            without losing control of key business processes of intellectual property
           Sensitive data is secure
This model is represented in Figure 2, and explained in more detail in Section 6.3.


                Internet-Based                              Managed Services
             Software as a Service
                  ICT Service                        ICT Service        Business Process
                    Provider                           Provider         Service Provider


          COMPUTERS OPERATING EXTERNAL TO HWA PREMISES
          COMPUTERS OPERATING AT HWA PREMISES
          (regardless of ownership and support)

                                             HWA Premises
                 Hosted Locally on          Hosted on HWA
                                                                         ICT Admin
                  HWA Desktop                    LAN



                                     Figure 2: HWA ICT sourcing model

The use of the web is central to this Strategy, with almost all systems accessible securely
via the internet or available on a user’s desktop. Internet-based software as a service will
be used minimally, to ensure security of sensitive data, but managed services will be

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employed wherever possible to lessen the complexity of HWA’s internal ICT. The
infrastructure will support the use of various devices, including PCs, Apple desktops and
laptops and smart phones such as iPhones or Blackberries.


1.4       ICT initiatives

This Strategy is focussed on initiatives to establish HWA’s ICT capability since HWA is a
new agency. Business as usual ICT activities beyond establishment will be minimal. A
series of ICT establishment projects has been described in Section 10, with a costed
roadmap. The projects are grouped into three initiatives, as follows:

          Initiative 1 – Implement business systems. This initiative comprises a
           number of projects that will deliver the back office, informational and custom
           systems needed to support HWA as a fully operational, independent national
           agency
          Initiative 2 – Implement ICT infrastructure. This initiative comprises a
           number of projects that will deliver the underlying ICT voice and data
           Infrastructure upon which HWA’s business systems and services reside. It
           includes the requirements, design, supplier selection, build and delivery of
           HWA’s network, telephony solutions, video conferencing, email and end user
           environment. It also includes the establishment of appropriate access
           channels to allow users anywhere anytime access to HWA systems and
           services
          Initiative 3 – Implement ICT support. This initiative will establish the
           governance and support processes, including staffing required to manage
           and support the HWA ICT function during the three year term of the strategy




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2 Outline of Current Position

2.1   Current business environment

In 2006, the Council of Australian Governments (COAG) agreed to a significant national
health workforce reform package to enable the health workforce to better respond to the
evolving care needs of the Australian community, while maintaining the quality and safety
of health services. The COAG package included the establishment of the National Health
Workforce Taskforce (NHWT) to undertake projects which inform development of
practical solutions on workforce innovation and reform. Hosted by the Victorian
Department of Health and primarily located in Melbourne (with services provided by the
Victorian Department of Human Services), NHWT is a national body created under the
Australian Health Ministers’ Advisory Council (AHMAC) committee structures and reports
directly to the Chair of AHMAC’s Health Workforce Principal Committee (HWPC). The
NHWT is a time limited project based entity tasked to action and coordinate the
achievement of agreed COAG requirements.

COAG agreed in November 2008 to establish a national health workforce agency (Health
Workforce Australia – HWA) to manage a number of health workforce initiatives. HWA
has been established by the Commonwealth, State and Territory governments to operate
across the health and education sectors in order to achieve national solutions around
health workforce training, planning and policy development. HWA is a statutory authority
under the Commonwealth Authorities and Companies Act 1997. Approximately $1.6
billion in combined Commonwealth and States and Territory funding will be administered
through HWA over the first four years of its operation.

HWA is currently at an early stage in its establishment, with the CEO commencing in late
January 2010, the Board appointed in mid February and the first Board meeting taking
place on 12 March. Corporate business strategies, plans and processes are still to be
formally defined. Whilst planning has been done on some higher level operational
aspects of the agency, and a more detailed IT Strategy document prepared in May 2009
for the key National Clinical Placements System, this work is still in progress and subject
to policy decisions by AHMAC, the Australian Health Ministers’ Conference (AHMC) and
the HWA Board.

By 30 September 2010, all the functions and responsibilities of NHWT will transition to
HWA.

For the purposes of this Strategy, the work program of NHWT is deemed to be analogous
to that of HWA and the term HWA is used to refer to either HWA or NHWT.
Consequently, the head office of NHWT is referred to as the current Melbourne office of
HWA.


2.2   Current ICT environment

   2.2.1 NHWT
The Melbourne office of NHWT receives its ICT services from the Victorian Department of
Human Services (DHS). These services are provided on a cost recovery basis and are
listed below.



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NHWT Melbourne also accesses a web-based customer relationship management
(CRM) system via the internet, provided as a software as a service (saas). This system is
procured under an agreement with the Victorian Department of Innovation, Industry and
Regional Development.

A small number of NHWT staff are hosted at a Queensland Department of Health (DH)
office in Brisbane or at the Tasmanian Department of Health & Human Services (DHHS)
office in Hobart. These staff have local print capability, and secure, remote access into
the DHS Victorian ICT systems using their DH or DHHS desktop.

It is expected that some or all of the current NHWT services will be required by HWA,
although under a different services delivery model.

Business Systems
The following business systems are used:
    Finance, payroll, HR, and library systems
       Health workforce planning tool

Infrastructure
The following infrastructure is used:
     ICT Procurement
       Network – LAN/WAN/Internet
       Desktop including Standard Operating Environment
       File & Print services
       Desk Telephones and PDA’s, some with email access
       Email
       Web site & Intranet hosting
       ICT Helpdesk
Whilst payment terms vary slightly between the different jurisdictions that provide the
services, payment is generally on a flat per staff member basis, incorporating ICT and
non-ICT costs.

NHWT ICT Assets
NHWT does not own any of the ICT equipment or software.
  2.2.2 HWA
There are three staff temporarily located at a Department of Health and Aging (DoHA)
office, in Adelaide, the CEO and two administrative assistants. These staff use DoHA
desktops and the network to access the DoHA email, payroll and finance systems. They
also have secure remote access capability into the Melbourne DHS email system and file
services. There is a temporary HWA Website hosted by DoHA.

The current NHWT / HWA ICT environment and key information flows and
communication mechanisms is represented in Figure 4, below.




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       External
     Stakeholders
     eg HWA Board,
 Jurisdictions, Research
 Collaboration Partners,
  Providers of National
Statistical Data (eg ABS)                                                      Email
                                                       Email


   Paper, CD, Face-to-face




  HWA / NHWT                                                               DoHA
                               Desktop support via              Desktop support                                                 HWA
           Adelaide             phone and email                 Corporate applications:           HWA                        Melbourne/
                                                                - Lotus Notes (email)            Adelaide                     Brisbane/
            Office                                              - F: drive
                                                                - Internet                        Data                         Hobart
                                 Access to DoHA via                                                                             Data
                              CITRIX & RSA token for            - Intranet
              Email,           remote users; via LAN
              Face-                for office users
             to-face                                                                                                    DHS (Vic)
                                                                                                              Desktop support
                                                                                                              Corporate applications:
                               Desktop support via                                                            – Oracle (Finance)
           Melbourne            phone and email                                                               – CHRIS (HR / Payroll)
                                                                                                              – Lotus Notes (email)
            Office                                        Access to DHS via CITRIX & RSA token
                                                                                                              – F: drive
                                                         for remote users; via LAN for office users
                                                                                                              – Internet
                                                                                                              – Intranet
                                                                                                              – Employee Self Service
                                                                                                              (leave, payroll)



              Email,                       Desktop support                                       All Brisbane Office
              Face-                         via phone and                                       applications and data
             to-face                             email                                            provided by DHS,
                                                                                               accessed via CITRIX &
                                                                                                      RSA token




           Brisbane                   Desktop support via
                                                                                  DH (Qld)
                                                                             Desktop support
            Office                     phone and email
                                                                             Internet

                                                                                                                       All Hobart Office
                                                                                                                     applications and data
  Email,                                                                                                               provided by DHS,
  Face-                                                                      Desktop support                        accessed via CITRIX &
 to-face                                                                      via phone and                                RSA token
                                                                                   email



            Hobart                                                                             DHHS (Tas)
                                                     Desktop support via
            Office                                    phone and email
                                                                                          Desktop support
                                                                                          Internet




Figure 4: Current ICT environment and key information flows and communication mechanisms




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3 Needs Analysis

3.1   Development of requirements

The specific requirements identified below were determined through analysis of the
interviews and the workshop and consideration of the ICT requirements of similar
organisations.




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4 Development of the ICT Strategy

4.1       Guiding principles

The key guiding principles by which HWA is being designed were confirmed by the CEO
on 15 March 2010 and 2 April 2010, as follows:
     Collaboration. The raison d’être for HWA: within the Agency and with
       stakeholders across governments, the universities, health service delivery,
       clinical training provision and regulatory bodies. Sharing information and
       integrating knowledge with physical and virtual interaction.
          Innovation. Promote an industry-wide culture to enhance innovation and
           reform. Innovative thinking and practices within the Agency.
          Location Flexibility. Support efficient and effective working outside of head
           office, either in mobile settings or hosted by other Agencies. Connecting with
           people across Australia and internationally.
          Sourcing. Preference for outsourcing of ‘commodity’ systems and services
           rather than establishing internal capability. Enabling HWA staff to focus on
           delivering the Agency's Vision, rather than managing support functions.
          Best Practice. Desirable for collaboration and fostering innovation, whereas
           good practice is likely to be sufficient for other needs.
          Protection of information. Ensuring the security and integrity of information
           appropriate to its level of sensitivity and in accordance with Government
           precedent. Applicable to hard or soft copy information.
The organisational design principles inform the ICT design principles, which in turn will
guide the way that ICT is developed and managed at HWA. These were agreed by the
CEO on 31 March 2010, as follows:
     Investment. ICT will be managed as an investment leveraging better
        practice and maximising the value of its resources to the business.
          Strategic Alignment. ICT strategic decisions will be driven by and aligned
           with business strategies and needs.
          Service. ICT will deliver a service to the business, being timely, reliable and
           consistent.
          Information. Information will be valued as an asset and shared to support
           operational, management and research activities. Information should be
           collected once, and used many times.
          Location Flexibility. ICT solutions will connect staff and stakeholders,
           anywhere, using any device, to any resource, securely, reliably, and
           seamlessly.
          Sourcing. Where it is cost effective and appropriate, ICT systems and
           services will be outsourced. Systems and services that are sourced from the
           market will be capable of being moved quickly and easily between vendors.
          Architecture. ICT architecture should be sufficiently open to allow suppliers
           to develop cost effective products and share information in an open,
           integrated and secure manner.
          Business System Software. Preference will be to leverage and reuse
           existing solutions before buying new solutions. Buying will be chosen before

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           building custom solutions. External packages should have sufficient market
           depth, a broad customer base and strong prospects for ongoing support.
          Innovation and Collaboration. Where appropriate, ICT technology solutions
           will be innovative, easy to use and promote collaboration.
          Continual Improvement. Metrics and customer feedback should be
           incorporated to measure performance and verify effectiveness of ICT.
For the above ICT guiding principles, the word will defines a principle that is essential in
the delivery of ICT services, the word should defines a principle that is highly
recommended.


4.2       Future business environment

  4.2.1 Business functions
The Strategic Objectives for HWA and the anticipated Benefits of HWA’s work program
are shown in the investment logic map included in Section 4.2, above. As noted in the
Preliminary Business Strategy, the business objectives are achieved by business
functions performed by HWA. Five core functions are envisaged in the Health Workforce
Australia Act and/or the National Partnership Agreement:
     Funding and coordination of clinical training across all health disciplines
          Support of health workforce research and planning
          Progression of new workforce models and reforms
          Facilitation of an Australia-wide approach to international professional
           recruitment
          Provision of policy advice to AHMC
The Preliminary Business Strategy describes these functions in more detail, as follows:

Funding and Coordination of Clinical Training Across All Health Disciplines
This business function includes the following key sub-functions:
     Provision of financial support for clinical training
          Facilitation of the placement of students into clinical training places
In addition, there are several transformational initiatives initiated by COAG and under the
National Partnership Agreement that aim to improve the underlying environment for
clinical training. At present these are being delivered by the National Health Workforce
Taskforce as temporary projects which will result in permanent structural changes,
although it is possible that some may result in an extension to the ongoing functions of
HWA. These initiatives are:
      Development and implementation of a governance model for clinical training
          Determination of funding flows
          Determination of quality indicators
          Development and implementation of a national clinical supervision support
           package
          Development of a national plan for Simulated Learning Environments and
           implementation of the SLEs


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Support of Health Workforce Research and Planning
This business function includes the following key sub-functions:
     Establishment and maintenance of a health workforce statistical register to
       assist with longer term planning
       Production of analysis and reporting on need and capacity, through data
        collection and supply and demand analysis
Progression of New Workforce Models and Reforms
This business function includes the following key sub-functions:
     Development of competencies frameworks and plans for their implementation
       Production of reports from studies and analytical projects
       Development and evaluation of strategies for the development of the health
        workforce (includes the facilitation and evaluation of trial projects)
       Rollout of workforce redesign programs
Facilitation of an Australia-wide Approach to International Professional
Recruitment
Initiatives relating to international recruitment were not included in the work program for
NHWT. As a result, details of this function are still to be determined.

Provision of Policy Advice to AHMC
As stipulated in the Health Workforce Australia Act, the agency will provide advice to
health Ministers through the Australian Health Ministers’ Conference (AHMC) on matters
relating to the health workforce. Subsequent policy decisions may result in changes to the
core business functions, processes and operations.

  4.2.2 Corporate functions
In addition, HWA will fulfil the following corporate functions:
     Executive and board support
       Government relations
       Governance
       Financial management
       Payroll
       Human resources
       Support and administrative services
       Communications
       Media
       Marketing
       Secretariat for stakeholder / advisory committees
       Grants and subsidy management
       ICT

  4.2.3 Staff profile
HWA currently employs three staff, all in Adelaide. NHWT employs approximately 20
staff, mostly in Melbourne but some are also hosted in Brisbane, Sydney or Hobart. HWA

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is currently recruiting six executives to report to the CEO, and they are expected to
commence by 1 July 29010. By 31 December 2010, NHWT is not expected to employ
any staff and HWA anticipates employing approximately 60 staff. This is expected to rise
to approximately 120 within two years.

Six geographical ICT user groups are envisaged in the HWA future business
environment, as follows:
     HWA staff – Adelaide office. This group, comprising the majority of staff,
       includes all staff using the Adelaide head office, either as their permanent
       base or temporarily visiting from another office
      HWA staff – hosted. A small group of staff may be hosted for short periods
       at locations other than the Adelaide head office. The conditions of hosting
       may vary, but from an ICT perspective this group must have the same level of
       service as head office staff
      HWA staff – mobile / home. Certain members of the first two groups will,
       from time to time, travel away from their home office and choose to work
       remotely (i.e. while mobile) or from home. It is unlikely that any staff member
       will work from home full time for a long period, but that option is possible
      HWA trusted visitor. Some trusted associates of HWA, such as Board
       members, may be given access to the Adelaide head office network with their
       own laptop computers while visiting. This would be done to allow easy
       access to fast internet and printing
      Partner. Some organisations or individuals may be granted limited access to
       HWA’s intranet to enable collaboration. Trusted visitors may also be part of
       the partner group
      Public. Members of the public may use HWA’s web site to access
       information and, in certain circumstances, to upload information




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5 Recommended Future ICT Model

5.1       Overview

The future ICT model for HWA has been developed in response to HWA’s stated ICT
requirements and in keeping with the guiding principles stated in Section 5.1. This future
model is characterised by an environment where:
    All employees have a broadly similar ICT experience irrespective if where
        they are working
          ICT systems and services enable the business with thin internal capability
           without losing control of key business processes of intellectual property
          Sensitive data is secure
          Innovation and collaboration are enabled
The use of the web is central to this Strategy, with almost all systems accessible securely
via the internet or available on a user’s desktop. The infrastructure will support the use of
various devices, including PCs, Apple desktops and laptops and smart phones such as
iPhones or Blackberries.

This Strategy uses the Enterprise Architecture
                                                                      Business Layer
Framework to assist with the representation of the                 Business strategy, priorities
information collected throughout the ICT Strategy, as                    and structures
shown in Figure 6. This framework recognises that the
                                                                                    Drives
business objectives drive the design and behaviour of
applications and infrastructure. This framework
originates from the USA Department of Defense, and                 Information Layer
is now widely used in the public and private sectors.              Information required to fulfil
                                                                        business processes
Each element of the architecture is known as a layer
and drives the one below.                                                           Prescribes


The business layer sets the context in which the ICT
                                                                    Application Layer
model was developed and is described in sections 4.2                 Applications required to
(Business Context), 5.1 (Guiding Principles) and 5.2                 manage the information
(Future Business Environment).
                                                                                    Identifies

The information, application and technical layers define
aspects of the ICT model and are described below.                    Technical Layer
                                                                  Hardware, software, network,
                                                                   etc. required to support the
                                                                           applications

                                                                Figure 6: Enterprise architecture
                                                                framework

A key element of the business layer is HWA’s service model (see Figure 7). This shows
that ICT suppliers / vendors and business process service providers (who use their own
ICT systems) provide services to HWA’s ICT function, or directly to HWA corporate
functions. Both of these functions support HWA’s programs and projects, which in turn
supports HWA’s stakeholders.




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                                                           Stakeholders


                                                          HWA Projects /
                                                         Programs / Policy
                                                         Operational level
                                                             agreements


                                                                 HWA Corporate

                                                         OLAs

                                Advise
           Consultants                           HWA ICT

                                         Service level                                 Service level
                                          agreements                                   agreements

                                              ICT Suppliers /                Business Process
                                                 Vendors                     Service Providers


                                   Figure 7: HWA service model



5.2       Information layer

The information layer is driven by the business layer. Typically the driving documentation
includes a Business Strategy (incorporating an information management approach) and,
for an organisation such as HWA, a Knowledge Management Plan. These documents
have not yet been developed by HWA, so the information layer within this Strategy is
presented as a likely model.

Information used by HWA has been categorised into four data types, as follows:

          HWA corporate data. This includes all data necessary to run the
           organisation, but not the information managed as a result of the business
           functions described in Section 5.2.1, above
          Projects and programs data. HWA will manage a number of projects and
           programs and this data type includes the data necessary to manage those
           initiatives, including the tracking of grants and contracts
          Policy and research data. Several of the business functions of HWA involve
           the development or analysis of research, discussion or policy papers, or the
           evaluation and assessment of initiatives
          Workforce data. This type includes all collated health and related workforce
           data
The data types do not represent the organisational structure or the functions of HWA. For
example, all staff will be able to access certain types of corporate data as part of their day
to day job.




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Figure 8 shows the groups or classifications of information within each data type.


          HWA corporate data                  Projects &         Policy & research data          Workforce
                                              programs                                             data
     Financial   Ministerial        HWA          data               HWA
                                marcomm                          generated        3rd party
      docs &       briefs                                                                           Health
                                 material                       documents        generated
      records     (drafts                                                                          workforce
                                                 Project                        documents
  o Financial     or final)     o News-                       o Research                         o Supply
                                              mgmt docs                        o Research
    plans                         letters,                      papers                             data
                                               & records                         papers
  o Accounts       Board &        flyers,                     o Discussion                       o Demand
                                              o Plans                          o Discussion
  o Budget       committee        etc                           papers                             data
                                              o Status                           papers
    papers          papers      o Press                       o Policy
                                                reports                        o Policy
  o Payroll       (drafts or      releases                      papers                               Clinical
                                              o Reviews /                        papers
  o Budget /         final)     o Internet                    o Method-                           placements
                                                audits                         o Press
    expend-                       page                          ologies &                        o Supply
                     HWA          content                       frameworks       releases          data
    iture
                  corporate     o Intranet                      for eval. &    o Confidential    o Demand
    forecasts                                   Grants &
                    docs &        page                          assessment        / restricted     data
  o Cost                                       contracts
                    records       content                     o Assessment       distribution    o Records of
    commit-                                       mgmt
                  (drafts or                                    reports        o Available         placements
    ments                       Personnel     o Grants /
                     final)                                   o Internal         for public
  o Payments                      records       contracts
                 o Corp-                                        drafts           view
    made                        o Leave         available
  o Payments       orate                                      o Drafts for
                                o Training      / issued
    received       plans &                                      3rd party
                                o Perform-    o Records
  o Balances       strategies                                   review
                                  ance          of
  o etc          o Policies &                                 o Final docs
                                o Payroll       progress
                   proced-                                      restricted
                                                against
  Stakeholder      ures          Emails,                        distribution
                                                plan
    contact      o Forms &      calendar                      o Final docs
     details       templates     entries                        public view




                                 Figure 8: HWA data classification by type

This Strategy does not attempt to deal with the management of data other than data
stored on an ICT system. Each of the elements of HWA’s electronic data may be stored
in one or more location, as shown in Figure 9, below.




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        H: drive                                                                                    CRM (cloud)

       Draft docs –                                                                                 Stakeholder
                                             Document Management System
        not shared                                                                                 contact details
     o Any type of                  Board &                                  Ministerial
       doc that will               committee           Financial docs &     briefs (drafts
       eventually be              papers (drafts        records (drafts        or final)
       stored in doc                 or final)              or final)
       mgmt system                                     o Financial plans
                                        HWA            o Accounts          HWA corporate
                                     marcomms          o Budget papers     docs & records
                                       material                            (drafts or final)
                                                                                                    Email System
                                  (drafts or final)                        o Corporate
                                  o Newsletters,       HWA generated         plans &
                                                          documents          strategies             Stakeholder
                                    flyers, etc
                                                       o Research          o Policies &            contact details
                                  o Press
                                    releases             papers              procedures
                                                       o Discussion        o Forms &                  Emails,
       HR System                   Project mgmt          papers              templates            calendar entries
                                  docs & records       o Policy papers
        Personnel                                      o Methodologies
                                  o Plans                                                          Docs attached
         records                                         & frameworks          3rd party
                                  o Status                                                             to email
     o Leave                                             for evaluation       generated
                                    reports                                                        o Potentially
     o Training                                          & assessment         documents
                                  o Reviews /                                                        any type of
     o Performance                                     o Assessment        o Research
                                    audits                                                           doc that can
                                                         reports             papers
                                                                                                     be stored in
                                      Grants &         o Internal drafts   o Discussion
                                                                                                     doc mgmt
                                      contracts        o Drafts for 3rd      papers
                                                                                                     system
                                   management            party review      o Policy papers
                                  o Grants /           o Final             o Press
                                    contracts            documents for       releases
                                    available /          restricted        o Confidential /
                                    issued               distribution        restricted
     Payroll System
                                  o Records of         o Final               distribution
        Financial                   progress             documents for     o Available for
         records                    against plan         public view         public view         National Workforce
     o Payroll                                                                                   Statistical Resource

                                                                                                       Health
        Personnel                                                                                     workforce
         records                                                                                   o Supply data
     o Payroll                                                                                     o Demand data

                                                                                                        Clinical
                                                                                                     placements
                                                                                                   o Supply data
                                              Content Management System                            o Demand data
                                                                                                   o Records of
                                                       HWA generated                                 placements
                                        HWA                                    3rd party
                                                          documents
                                     marcomms                                 generated
                                                       o Research,
     Finance System                    material                               documents
                                                         Discussion &
                                  o Newsletters,                           o Research
         Financial                                       Policy papers
                                    flyers, etc                              papers
          records                                      o Methodologies
                                  o Press                                  o Discussion
     o Budget /                                          & frameworks
                                    releases                                 papers
       expenditure                                       for eval. &
                                  o Internet                               o Policy papers      Clinical Placements IT
       forecasts                                         assessment
                                    page content                           o Press                       System
     o Cost                                            o Assessment
                                  o Intranet                                 releases
       commitments                                       reports
                                    page content                           o Available for              Clinical
     o Payments                                        o Final
                                                                             public view             placements
       made                                              documents for
                                                         public view                               o Supply data
     o Payments
       received                                                                                    o Demand data
     o Balances                                 Docs published on intranet                         o Records of
                                  o Potentially any type of document that can be                     placements
     o etc
                                    stored in document management system




  Data Types
     HWA corporate data       Projects & programs data             Policy & research data      Workforce data



                                   Figure 9: Location of electronic data

Certain groups of electronic data will be located in more than one system, in which case a
single source of truth must be identified, and business processes established to ensure


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that that location remains source of truth. This is particularly important for an organisation
such as HWA for which the easy and reliable retrieval of information – such as during an
audit or a Freedom of Information request – is critical. The situations in which data is
potentially duplicated is discussed below.

Stakeholder contact details
NHWT has a customer relationship management system (CRM) that will be novated to
HWA. This system is intended to be the single source of truth for stakeholder contact
details. However, the email system will also contain this information, and staff must be
encouraged to use only the CRM. Alternatively, HWA may eventually elect to
decommission the CRM and use the email system for all CRM requirements.

Financial data, accounts / reports
The finance system is the single source of truth for all financial transactions even though
this system receives data from other systems: the payroll system and the clinical
placements IT system. The finance system will generate accounts or reports of financial
transactions, and these accounts or reports may be stored in the document management
system or sent via email (with copies stored in the email system). In this situation, the
single source of truth for the information within the reports is the finance system, while the
single source of truth for the reports themselves is the document management system.

Clinical placements data
The clinical placements IT system will be the single source of truth for clinical placements
data, even though data will be transferred to the national workforce statistical resource.

Documents that can be stored in the document management system
With the likely exception of data stored in the HR, payroll and finance systems, the clinical
placements IT system and the national workforce statistical resource, the content of
emails and HWA’s internet and intranet pages, and staff personal documents, the
document management system will be able to store all types of data. No shared drive (F:
drive) is planned, but there will be a private H: drive for all staff to store private documents
or early drafts of documents that are not yet ready for sharing. This H: drive, the HWA
intranet and the email system could all potentially store documents that are also located in
the document management system. In this situation the document management system
will be the single source of truth.


5.3   Systems layer

In accordance with HWA’s guiding principle to outsource commodity processes, an
attempt has been made to limit as much as possible the ICT systems and services that
are located at HWA premises (including any location owned, rented or leased by HWA).
ICT systems and services operating on computers external to HWA premises have been
classified as either conventional managed services (where data is stored at a known
location within Australia) and internet-based software as a service.

The hosting of ICT systems and services is shown in Figure 10, and described in more
detail below.




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          Internet-Based                                        Managed Services
       Software as a Service
                                                   ICT Service Provider               Business Process
            ICT Service                           Web Site          Data              Service Provider
              Provider                                          Conferencing
                                                   Intranet                                  Finance *
                 CRM                                            Budget Mgmt
                                                     CMS                                         Payroll
                                                                  National
                                                 Knowledge       Workforce                         HR
                                                 Exchange        Statistical
                                                                 Resource                        Library
                                                 Social Media
                                                                    Clinical
                                                Doc. Mgmt. *    Placements IT               Telephony
                                                                   System                Fixed / Mobile
                                                    Email
                                                                                         Video Conferencing


                                                                       * Includes contracts / grants management


       COMPUTERS OPERATING EXTERNAL TO HWA PREMISES                                                 International
                                                                                                    Recruitment
                                                                                                     IT System
       COMPUTERS OPERATING AT HWA PREMISES
       (regardless of ownership and support)

                                                  HWA Premises
                Hosted Locally on HWA Desktop                     Hosted on HWA                  ICT Admin
                                                                       LAN
            Office suite       Drawing        Project mgmt                                      Level 1 support
                                                                      File & Print              Procurement
            Bibliographic     pdf Writer       Publishing                                       Asset mgmt
                                                                                                etc.
           Mind mapping     Quantitative &       Internet
                             qualitative        telephony
           Report Viewer      analysis
                                               Email client




                                           Figure 10: HWA systems map


   5.3.1 Managed services
HWA has elected to outsource the following business processes. HWA will not specify
the ICT systems that support these processes and, generally, HWA will only require a
limited web interface to the systems.

       Finance. Basic finance functions, such as accounts payable, are to be
        outsourced. HWA will retain management accounting functions and will
        require direct access to the finance system for these functions
       Payroll. A web interface will be required for uploading of employee
        attendance, approval of payroll and for employee self-service functions
       Human resources. A web interface will be required for leave and
        performance management functions and for employee self-service functions
       Library. This service is likely to be provided by DoHA, since HWA’s
        requirements are commensurate with a large Government department.
        System use by HWA, if required, will be limited and will be via an interface
        acceptable to DoHA
The other ICT systems that comprise the managed services category are all expected to
be provided by a commercial ICT services provider. This will allow HWA to minimise

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ownership and management of ICT assets and to obtain ICT systems in a secure yet
relatively cost effective manner. To enable locational flexibility, these systems will all be
web-enabled. They will include the following:

       Internet / intranet. Incorporating a content management system (CMS), a
        currently undefined collaborative tool known as knowledge exchange and the
        potential for social media solutions
       Document management system. The single source of truth for all records
        and documents, with the possible exception of financial and personnel
        records, stakeholder contact details and email content
       Email system
       Data conferencing application
       Budget management system. HWA is obliged to enter certain budget data
        into DoHA’s budget management system in a regular but infrequent basis.
        Web access may not be possible, but that will not greatly impact HWA staff
        since the system will not be used by HWA to manage its budgets. Whilst this
        system is an ICT service provider system, the implementation project (see
        Section 10) is grouped with the business process service provider systems
       National workforce statistical resource. Details of this custom system are
        yet to be determined, but it is expected to be designed, built, hosted and
        managed by a third party on behalf HWA
       Clinical placements IT system. Details of this custom system are yet to be
        confirmed, but it is expected to be designed, built, hosted and managed by a
        third party on behalf HWA
       Telephony. Fixed and mobile telephony, as well as video conferencing, are
        usually provided as ICT services


   5.3.2 Internet-based software as a service
The HWA guiding principle, Protection of Information, requires that HWA manages its
information carefully and securely, and in general compliance with Government
precedent. This means that Internet-based software as a service (also know as ‘cloud
computing’), where data is split into multiple parts and stored outside of Australia, should
not be used for any private or sensitive information, except where there are good
examples of Government departments or agencies doing otherwise. No such examples
have been identified for systems managing or transmitting politically sensitive
documentation or systems holding financial or personnel data.

The only application deemed suitable as an Internet-based software as a service is the
customer relationship management (CRM) system. NHWT has recently commenced
using Salesforce.com for this function and intends to novate its contract to HWA. The
sole purpose of this system from HWA’s perspective is to provide a single source of truth
for stakeholder contacts and to facilitate the distribution of email messages to various
stakeholder groups. HWA may, at a later date, elect to review the decision to use
Salesforce.com and may determine that the email system fulfils its CRM requirements.

  5.3.3 HWA premises
ICT systems that will be available on HWA desktops or laptops (subject to staff user
profiles) include the following:

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          Office suite, comprising word processing, spreadsheets and visual
           presentation applications
          Simple drawing application
          Simple project management application
          Bibliographic application linked to the selected word processing application
          Publishing suite, comprising desktop publishing, design and photographic
           editing application
          pdf writer
          Mind mapping application
          Report viewer
          Quantitative and qualitative analysis application
          Internet video telephony
          Email client
For staff hosted by another organisation, desktops are likely to be provided by the host.
In that case, there may restrictions on the applications that are available.

The HWA local area network will contain only file (H: drive) and print services.

  5.3.4 ICT Administrative Services
HWA will retain a limited in-house help desk (see Section 6.4), supported by external
providers. Commodity ICT services, such as procurement and the management of
desktop and LAN will be outsourced. Consultants will provide specialist advice, as
needed.

  5.3.5 International recruitment IT system
This system has only been described as a basic concept and so it is too soon to
determine which of the above categories it would fit in.


5.4       Technical layer

The technical architecture defines the technical infrastructure and services to be included
in the overall design and build activities. Figure 11, below, presents a technical view of
how HWA systems and services are accessed anywhere, anytime by internal staff and
external parties.




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                                        ICT External Hosted Service                                  Business Process
                                              National
                                                                                                          Hosting
                                              Workforce                      Budget Mgmt                    Finance
                                              Statistical       Web Site
                         Telephony            Resource                        Doc. Mgmt                     Payroll
                     Fixed / Mobile                            Intranet
 Home                Video
                                                Clinical                            Email                     HR         Mobile Staff
                                             Placements IT
 o PCs / Macs         Conferencing
                                                               Knowledge
                                                                                    CRM                     Library
                                                                                                                        o Laptop /
                                                System         Exchange
 o Smart                                                                                                                  Mac
   phone                                                                                                                o Smartphone
 o Internet                                                                                                             o Mobile
                                                                                                                          Internet




  Outposted
    Office                                                        INTERNET
 o PCs / Macs
 o Smart
   phone
 o Printer
 o Fixed                                                                                                                     Partners
   Internet                                                                                                              o    PCs
 o Wireless                                                                                                              o    Macs
   Internert
                                                               HWA HQ Office
                                       Internal Staff        Trusted       Hosted on            ICT Service
                                                              Visitor      HWA LAN                 Desk
                                        PCs / Macs           PCs / Macs    File &              Level 1 support
                                                                           Print               Procurement
                                          Printers                         Video               Asset mgmt
                                                                           Conf                etc.
                                        Desk Phone




                               Figure 11: HWA technical architecture – user view

Subject to detailed design, the technical architecture will support the use of PCs or Apple
Mac desktops and notebooks, any common brand of smart phone or PDA and any
common brand of printer or multi-function device. Digital whiteboards will also be
provided.

Desktops and laptops will be configured with standard operating environment (SOE)
software. The number and types of end user devices will be limited to reduce support
costs. The decision to support the use of Macs will increase support costs.

HWA will have its head office in Adelaide where staff numbers will grow from the current
three to 60 by end of 2010 and 120 by end of 2012. HWA’s preference is to outsource
the hosting of a number of systems and services will enable HWA to maintain a thin
technical architecture in terms of ICT in-house infrastructure requirements. It will rely on
the Internet to provide the communications channel to its externally hosted systems.

Key design aspects of the technical architecture will be a secure ICT infrastructure that
HWA can rely upon and be capable of adapting to meet future business needs. It should,
therefore, consider the need to scale to allow for the delivery of multimedia content.
The design must also support HWA’s needs of location flexibility for its staff requiring
access of a similar experience to systems and services, anywhere, anytime from any
device.

It is anticipated that a local area network (LAN) with appropriate levels of security will be
established at the Adelaide office to provide the necessary performance for file and print
services. All other ICT systems and services will be hosted externally. The LAN will be


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Microsoft Windows server based, and configured to provide Apple Mac connectivity for file
and print. Email and document management are expected to be externally hosted, but
with capability for working locally with emails and documents.

  5.4.1 ICT support
The ICT support model is presented in Figure 12 below. It is centred on an industry best
practice three tier service desk model, as follows:
     Level 1. Provided by HWA. The initial point of contact for receiving service
        requests from staff, stakeholders and service providers. It will log calls,
        attempt to resolve calls where this can be achieved quickly. Calls that cannot
        be resolved within guidelines will be routed to level 2 support.
       Level 2. Usually provided by various service providers. Handles calls that
        are not resolved at level 1. It requires a greater level of experience and skill
        than level 1.
       Level 3. Usually provided by vendors of products. Will handle calls that
        require specialised product knowledge not available at level 2.

All levels of support will need to have call logging capability with the ability to cross
reference and track calls within the three tier structure.


                             HWA Staff and Stakeholders
                                      Issues / Service
                                         Requests




                                 Level 1 – ICT Support
                                      HWA Service Desk                        SLA
        Call Logging
                           Call                               ICT           Reporting
                        Escallation                         Procure.



                                                                                        Internal
                                                                                        External

                                 Level 2 – ICT Support
             Systems Services:             SLA
              Build & Support            Reporting
                                                             Infrastructure Services:
                                                                 Build & Support
                                          Training

                         Service Providers – Government or Commercial




                                 Level 3 – ICT Support
                                           Vendors

               Product Engineering
                                                            Product Code Fixes
                    Support




                                      Figure 12: HWA ICT support model


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5.5   Information security

Business processes are increasingly involving technology allowing for more information,
including sensitive or classified, to be disseminated through electronic media. This trend
coupled with more abundant and sophisticated cyber and internet threats have increased
concerns over privacy and security. HWA will need to enable their customers and
partners with the tools and policies necessary to conduct business safely. ICT must also
continue to maintain technology with up to date security measures that promote
collaboration and innovation whilst safeguarding sensitive information.

HWA will aim to implement best practice information management to protect all personal
information from privacy breaches.




                                      Page 25 of 25

				
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