CONTENTS

eHealthnews

Chief Executive’s message 2

Celebrating staff excellence 2

StaffLink forum meets the mark 3

Year in Review 4

Investment, Strategy and Architecture Year in Review 4

Data and Analytics Year in Review 4

Program Delivery Year in Review 5-8

Information Services Year in Review 9-10

Customer Engagement & Service Transitions Year in Review 10

National Collaborative Network for Child Health Informatics Program Year in Review 11

Partnering for Innovation Year in Review 11

OCCIO Year in Review 11

Corporate IT Year in Review 12-13

Leave form pilot takes off 14

Accessibility guidelines 14

Security upgrade well received 15

Giving users their say 15

All we want for Christmas… 16

NOVEMBER/DECEMBER 2017

With every Australian set to receive a digital health record next year, eHealth NSW has ended 2017 having achieved an important milestone in support of integrated patient care.

As well as sharing hospital medical imaging results, pathology results, discharge summaries, community health summaries and alerts and allergies, the HealtheNet Clinical Portal is now enabling patients’ discharge medication information to be viewed by other healthcare providers via the national My Health Record, which every citizen will be assigned unless they opt out.

This will mean that, with a greatly expanded base of registered consumers, HealtheNet will become an even more powerful tool for clinicians not only in NSW but Australia-wide.

Live at all local health districts as well as

St Vincent’s Hospital, HealtheNet integrated on 25 November with the iPharmacy dispensing software and is feeding data showing medication dispensed on discharge from selected NSW Health facilities into My Health Record.

In addition, HealtheNet now provides all NSW Health clinicians with access to the National Prescription and Dispense View in My Health Record, which includes prescription records from GPs and dispense records from community/retail pharmacy nationwide.

“This is a significant achievement – by sharing this additional medication information, NSW Health is helping to support all healthcare providers involved in a patient’s care,” said Julie Cashin, Program Director, HealtheNet and Integrated Care, eHealth NSW.

Supporting integrated care

Check out our website at www.ehealth.nsw.gov.auIf you’ve got a story or feedback for eHealth News, please contact Karen Fontaine on 8644 2246 or email karen.fontaine@health.nsw.gov.au

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eHealth News November/December 2017

eHealth News November/December 2017

As the digitisation of NSW Health gathers strong momentum, I invite you to reflect upon the remarkable collective effort across our diverse and transformative services and programs of work.

As you will see in the Year in Review feature on pages 4-13, the people who work for – and in partnership with – our organisation have much to be proud of and yet more to look forward to.

Certainly, 2018 is shaping up to be our biggest and busiest year yet.

The mission-critical foundations for a digital landscape in NSW Health

are built. The State Government has invested record spending of $536 million in eHealth. Our new four-year Business Plan 2017-2021 is filtering through our various programs and services. The My Health Record Expansion – which the Australian Medical Association is hailing as “the future of medicine” – is imminent. And the creation of a new Service Delivery directorate will usher in the next generation of maturity for our ever-evolving organisation.

Someone who played a big part in that evolution is Robert Lagaida, who recently retired as Director of Finance, Commercial and Corporate Services for HealthShare NSW and eHealth NSW after a 27-year career with NSW Health.

Robert was appointed in 2006 as one of the founders of HealthShare NSW, which then incorporated the functions of what became eHealth NSW. He was tasked with the formation of a shared services model, the success of which he pursued relentlessly.

That shared service model has translated into savings for NSW Health estimated to be worth around $90

million per annum on a recurrent basis. What a legacy Robert leaves, knowing those cost savings can be redirected to patient care at a time of increasing pressure on our public health system.

On behalf of all of us at eHealth NSW, I’d like to thank Robert for his wise counsel and expertise.

I’d also like to wish the staff of eHealth NSW a happy and safe Christmas season.

For those of you who are taking time off, I hope you have a fantastic break. For those of you who will be working to keep our critical systems supported over this time, thank you.

I appreciate everyone’s efforts towards designing, building and supporting a robust digital health system which will reap manifold benefits for the people of NSW in 2018 and beyond.

Dr Zoran BolevichChief Executive

Chief Information OfficereHealth NSW

Recognising staff excellence

Chief Executive’s message

Muhammad Farhan Arif, Medical Subject Matter Expert within eHealth NSW’s Rostering Program Implementation team, has won a Staff Excellence Award in the outstanding individual category.

According to his glowing nomination, Farhan (pictured right) has been tireless in his efforts over the past two years to deliver quality customer service to all Local Health Districts. His subject matter expertise is second to none and his willingness to assist others in all aspects of HealthRoster is admirable.

Farhan has been running Medical Rostering Workshops to facilitate good rostering practices throughout the LHDs. These have been extremely well received and demonstrate his ability to go above and beyond in both concept and delivery.

The inaugural StaffLink Customer Experience (CX) forum provided around 180 StaffLink users from every corner of NSW Health with insights into the enhanced functionality of the workforce, finance management and procurement system.

During the two-day forum held in Sydney in October, people who work every day with StaffLink had the opportunity to explore all the functionality of StaffLink, hear about future developments and meet with subject matter experts from the StaffLink team.

Presenters included eHealth NSW Chief Executive Dr Zoran Bolevich, who provided context as to how StaffLink, and corporate systems in general, support the eHealth Strategy for NSW Health.

Chris Schneider, Director of Financial Accounting at the Ministry of Health, delivered an engaging presentation on the benefits of an innovative workplace. Key takeaways included big is not always best, and small innovations and incremental changes can have the biggest impact.

There was a packed agenda of presentations, workshops and ‘hands-on’ time facilitated by system experts. You can view all the presentations on the eHealth NSW intranet.

Ninety per cent of attendees said the forum improved their knowledge of StaffLink and would recommend it to colleagues, and 99 per cent said the forum was a good opportunity to network with their colleagues from around NSW. Planning for the StaffLink CX Forum 2018 is already underway.

StaffLink forum meets the mark

What you said

“This was a fantastic event. The forum gave great insight into the future direction of NSW Health and promoted networking with colleagues from other LHDs. I really hope this forum continues.”

“Really found the networking aspect beneficial and also upcoming projects that eHealth NSW is working on. Helps us to align to similar projects or plan for impacts to Employee Transactional Services and Service Centres.”

“It was brilliant to see so many respected peers and industry experts at the one forum. The knowledge of the presenters was relevant and of a high standard. NSW Health as an organisation is going places and I am proud to be a part of the revolution.”

“A very good and well-organised event, terrific venue, and great to have so many knowledgeable people all in one place. There would certainly be great value in having future forums of a similar nature.”

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Data and Analytics Led by eHealth NSW and tasked with investigating how harnessing data can lead to better health outcomes, the NSW Health Analytics Steering Committee was established in September 2016.

The Committee is investigating a number of promising initiatives, |including developing real-time safety and quality analytics, utilising electronic medical record data for analytics and recommending a set of standardised analytics tools.

Five working groups are delivering the priority actions of the NSW Health Analytics Framework, which provides a five-year vision for analytics for NSW Health.

The working groups are focused on Clinical Analytics, Corporate Analytics, Health Information Performance Governance, Strategic Analytics and Streamlined Information and Workforce Skills and Training.

Across every directorate and division, it’s been a proud and productive year for eHealth NSW. Over the next 10 pages we provide you with a wrap-up of hits and highlights.

YEAR IN REVIEWInvestment, Strategy & Architecture Amid an increased demand for its expert services, the Investment, Strategy and Architecture (ISA) team expanded in size and scope during 2017. Led by Andrew Perkins, the team’s highlights for the past 12 months included:

n Rolling out the Information Communication Technology (ICT) Investment Prioritisation & Assurance Framework, with 51 initiative briefs received and eight projects in delivery or completed.

n Implementing the Department of Finance, Services and Innovation ICT Assurance Framework within eHealth NSW.

n Seeking to identify ways to address eMR access and interoperability across NSW Health organisations’ ICT boundaries and beyond. This involved engaging with Northern Sydney, Western Sydney and South Eastern Sydney LHDs and the Sydney Children’s Hospital Network.

n Advising South Eastern Sydney and Northern NSW LHDs on developing and aligning their local ICT strategies with the eHealth Strategy for NSW Health 2016-2026.

n Supporting the evaluation and recommendation of state-wide ICT foundation services for corporate, infrastructure and clinical systems and platforms for consistent adoption across the state.

n Contributing to the development and review of the NSW Digital Government Strategy: Designing our Digital Future, released at the CeBIT conference in May.

n Implementing the eHealth NSW ICT Policy framework to guide the development of state-wide ICT policies and standards for NSW Health.

n Developing a standardised view of ICT Blueprint Capability to enhance the operational functions and drive towards a standardised approach for business and investment decision-making.

n Kicking off a Transitions of Care project to help inform information exchange across ICT systems that support safe patient transitions between inpatient wards and intensive care units.

Electronic Record for Intensive Care ProgramThe state-wide roll-out of the Electronic Record for Intensive Care (eRIC) deployed the state-of-the-art clinical information system to eight Intensive Care Units (ICUs) over the past 14 months.

Led by Rob Paino, the eRIC Program team has achieved and surpassed all milestones – eight sites deployed, which includes two LHDs being fully eRIC; 136 beds connected to eRIC, more than 285 super users trained, and 2,178 patients managed through eRIC.

eRIC is enhancing patient care and supporting better clinical decision-making for patients. Since the launch of eRIC at Port Macquarie Base Hospital, there have been significant improvements in a variety of areas for ICU patients, clinicians and data quality, including: n Shorter ICU stays, from 3.4 days

pre eRIC to 2.7 days post eRIC implementation;

n Improved data quality, which has increased patient safety;

n Significantly enhanced clinician satisfaction, from 53 per cent pre eRIC to 71 per cent six months post eRIC implementation.

The state-wide roll-out of eRIC to 44 NSW ICUs continues.

Program DeliveryLed by Mark Cope, the Program Delivery directorate is helping to equip NSW Health Agencies and with the capabilities to provide a digitally-enabled health system delivering integrated, patient-centred care that supports improved health outcomes.

eMR Connect ProgramFor eMR Connect, 2017 was a year of ends and beginnings. It marked the formal end of the eMR2 program, and it signalled an exciting new era in delivering a more complete, lifetime digital health record for patients in NSW.

A new program was launched to optimise the eMR for NSW Health which will develop and deliver enhancements and new functionality that clinicians want to use as well as help to ensure that clinicians can use the eMR to its full capacity to provide safe and quality care for patients.

“The Program is working on a solid foundation, with our ‘core’ eMR already across more than 150 hospitals and over 300 community health facilities,” said eMR Connect Program Director Rick Turner.

“Electronic medication management (eMeds) is now live at 24 hospitals, as part of a roll-out that was significantly expanded and accelerated this year to many more hospitals than previously planned, thanks to additional funding allocated in the 2017/18 Budget.”

All six rural local health districts came together during 2017 to collaborate on a Rural eMeds Project for roll-out commencing in 2018 and a new clinical engagement forum, the eMR Connect Clinical Leaders’ Network, was launched and gained real traction.

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THE YEAR IN REVIEW 2017 THE YEAR IN REVIEW 2017

HealtheNet ProgramNSW Health reached a number of important milestones in achieving key steps towards improving patient care outcomes and supporting truly integrated care.

In April, eHealth NSW through its HealtheNet program, led by Julie Cashin, became the first state or territory to delivery pathology results to the national My Health Record.

And in November, HealtheNet integrated with iPharmacy and

began sharing records of medication dispensed on discharge from selected NSW Health public facilities with HealtheNet and My Health Record, which can be accessed and controlled by patients. In addition, HealtheNet is providing access to the National Prescription and Dispense View in the My Health Record which includes prescription records from GPs and dispense records from community/retail pharmacies nationwide.

In December HealtheNet was

integrated with St Vincent’s Hospital, enabling its clinicians to access clinical information about their patients’ previous encounters at NSW Health facilities state-wide.

This latest enhancement supports the eHealth Strategy for NSW Health 2016-2026 to continually expand the scope of clinical information shared between hospitals, specialists, community care and primary healthcare providers.

Rural eHealth ProgramIn collaboration with six local health districts (LHDs) and eHealth NSW colleagues, the Rural eHealth Program is continuing to tackle the tyranny of distance in its bid to deliver a 21st-century health system that supports 1.3 million residents living across 650,000 km2.

Led by Director Kerri Ryan, the team has ended the year with a number of significant achievements. With access rates of rural clinicians using the eMR at around 3.5 million per month, the Program is launching an eMR Take Up and Adoption project to improve the way rural clinicians are using the system.

Scanning of paper based medical records has also been extended, with deployment of the solution to Southern NSW and Murrumbidgee LHDs across 46 facilities in renal, outpatient and emergency departments.

The Program also worked with the Rural eMeds project team to develop and customise a single design of the rural eMeds system. In parallel a team is seeking to reduce unwarranted medicine variation across six LHDs ahead of the Rural eMeds go-lives in late 2018.

Program and Change Management Office Following a surge in activity as a result of the 2017/18 Budget’s record funding for eHealth NSW, the Program and Change Management Office had a hectic and fruitful year in which it helped to deliver positive change.

Under the leadership of Stefan Jordan, 24 assurance activities, including health checks and various high-level reviews, enabled the PCMO team (in consultation with programs) to identify more than 200 lessons learned.

This led to improvements in the standardisation and streamlining of reporting and enhanced communication with the 20 in-flight programs underway across eHealth NSW’s clinical, corporate and infrastructure portfolios.

In addition, the PCMO ran three principal toolbox training sessions and six risk-management workshops, finalised the benefits realisation management framework and templates for improved documentation and evaluation, and strengthened collaboration across the organisation through the Program Management Office (PMO) Community of Practice.

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THE YEAR IN REVIEW 2017 THE YEAR IN REVIEW 2017

Data Centre Reform (DCR) Program In 2017 the Data Centre Reform (DCR) Program closed legacy data centres in Newcastle and Cumberland and managed the migration of 68 critical applications housed on 1,112 servers to the Government Data Centres (GovDCs). Its focus for 2018 will be the closure of the eHealth NSW Liverpool Data Centre in February as well as commencing work on the state-wide DCR program involving the migration all LHD Data Centres to the GovDCs.

Health Wide Area Network (HWAN) Program The Health Wide Area Network Program achieved much in 2017, including giving all in-scope rural NSW sites a HWAN link, with 184 primary links and 50 secondary links connected.

It upgraded and expanded the HWAN core to cater for the rollout of HWAN to Metor and region sites. This includes infrastructure in the GovDCs and 19 HWAN Points of Presence (PoP) sites across NSW. Moreover, 15 LHDs have been transitioned to HWAN Statewide Internet Service and four are consuming HWAN Statewide Remote Access Service (RAS) leveraging their Statewide Identity.

Clinical Applications Reliability Improvement (CARI) ProgramThe CARI team migrated all eHealth NSW-hosted eMR domains from legacy data centres to GovDC, providing clinicians with improved resilience and increased performance in an eMR domain that has been

rated among the best of more than 400 worldwide.

The migration of five production and 27 non-production eMR domains involved the build and configuration of 985 servers supporting up to 25,000 concurrent users.

The planning and infrastructure build for the migration of the first non-eHealth NSW-hosted eMR domains for Sydney and South Western Sydney LHDs to GovDC commenced, with the first phase due to complete by March 2018.

The CARI Program also kicked off the Disaster Recovery (DR) phase for all eHealth NSW-hosted eMR domains, with completion expected by September 2018.

Conference, Collaboration and Wireless (CCW) ProgramThe CCW Program made fantastic progress in 2017. On the Wireless front, more than $6 million of funding was distributed across the rural LHDs to improve the wireless capabilities across rural facilities in support of the eMR and CHOC programs.

Patient and Guest Wi-Fi was implemented across a number of hospitals and facilities, including a large deployment to Royal North Shore Hospital. Further deployments will continue in 2018.

The My Food Choices Program continues to roll out across the state using the wireless infrastructure that the CCW Program funded in 2016 and 2017. Leveraging the Statewide Wireless Core Infrastructure and the Statewide Mobile Device Management platform, the program continues to support HealthShare NSW to improve

its food services capability. On the conferencing and

collaboration front, the Skype for Business project kicked big goals, with the number of registered users surging from 1,600 to 13,500 during 2017. The team has rolled out the technology to a number of LHDs and, with the support of the HealthShare NSW training team, has produced training materials.

Statewide Infrastructure as a Service (SWIS) ProgramThe Statewide Infrastructure as a Service (SWIS) Program rose to the challenge of delivering a single consolidated email system for all employees and a state-wide directory log-in service which encompasses staff, contingent workers, affiliates and vendors.

It has now migrated more than 120,000 users to the state-wide email platform, representing 80 per cent of all users across NSW Health, with the remaining 20 per cent in progress or planned, resulting in the removal of 15 separate legacy email systems so far.

It has created more than 180,000 unique identities in the State-Wide Active Directory, after the identification and removal of over 320,000 duplicate and legacy user accounts.

These foundations are paving the way for NSW Health to become a leader in digital healthcare and are enabling the SWIS program to begin developing new enterprise services to become available over the coming year, such as Managed Mobile Devices, State-Wide Print and PC in the cloud.

Infrastructure PortfolioLed by Andrew Pedrazzini, the Infrastructure Portfolio within the Program Delivery directorate enjoyed a solid year of success.

Customer ServicesCustomer Services is making great progress with its key initiatives including uplifting the IT Operating Model, operationalising the Service Delivery Management function for all customers and internal accounts, improving first-call resolution by more than 60 per cent, designing and implementing a knowledge-based environment by State Wide Service Desk, and finalising the approach and implementation plan to roll out Windows 10 to desktops in eHealth NSW, HealthShare NSW and the Pillars.

Information SecurityInformation Security has been raising cybersecurity awareness among NSW Health staff and

strengthening security across the system. This includes developing the Enterprise Security Plan, charter and performance and reporting capabilities, state-wide Cyber Security Awareness For Everyone (Cyber S.A.F.E.) training, procuring a Vulnerability Management System, supporting LHDs and Agencies to implement an Information Security Management System, managing strong demand for the Privacy and Security Assurance Framework, integrating data loss prevention and encryption capabilities into existing technologies, and managing cloud security risks.

Technical ServicesTechnical Services continues to focus on automation, with several projects

in different phases of implementation. Some of the current projects are: successfully implementing Infoblox to automate IP Address Management, completing the Telecoms Expense Management (TEM) project in a record three months, and implementing privilege account management platform CyberArk.

IT ServicesIT Services is optimising the use of resources to support operations and drive consistent and transparent costing for customers of eHealth NSW. Initiatives include the IT Business Management Costing Model Project, working with Department of Finance, Services and Innovation on the NSW Government state-wide Microsoft agreement and with health agencies

Information ServicesManaging the operation, maintenance and support of state-wide clinical and corporate applications under Kieron McGarry, Information Services ensured that critical eHealth services were provided every day and around the clock to 135,000 NSW Health employees and the patients for whom they care throughout 2017.

The Continuous Improvement team

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THE YEAR IN REVIEW 2017 THE YEAR IN REVIEW 2017

Customer Engagement & Service Transitions As it celebrates its first birthday, eHealth NSW’s newest directorate has grown and matured throughout 2017 under the leadership of Director Simon James.

What started out as Services Transitions now encompasses Customer Engagement, a function that transferred from Information Services in July 2017 and is focused on developing stronger partnerships with customers.

The Customer Engagement team, headed by Jason Kuhn, is focused on formal account planning, customer journey mapping and understanding the voice of the customer.

The Service Transitions team, led by David Campbell, is meeting demand from NSW Health entities to access the benefits of technology scale, improve the currency of technology solutions and adopt mature ICT services, processes and technology by seeking a deeper strategic and delivery partnership with eHealth NSW.

This year the team initiated a number of ICT service transitions

including a large transition with NSW Health Pathology of ICT foundation services, as well as a strategic review for NSW Ambulance aimed at extending the delivery partnership between eHealth NSW and NSW Ambulance.

Further transition activity is underway with HealthShare NSW, the NSW Cancer Institute, the Health Professionals Council of Australia and scoping activity with St Vincent’s Hospital Sydney. Service transition activity is predicted to continue to grow strongly next year.

In addition to the these activities Customer Engagement & Service Transitions continues to support NSW Ambulance with the delivery of its Computer Aided Dispatch (CAD) upgrade, led by Gary Thompson, which is expected to complete in 2018.

on the NSW Health Microsoft Agreement, and completing the Service Asset Data Mapping Project – having mapped 8,825 physical and virtual servers over 12 months. The Path to Production (P2P) framework that governs the transition of new or enhanced services from projects to operations was also revamped.

Application ServicesApplication Services has been focused on improving application performance and simplifying the transition of applications to support collaboration with directorates across eHealth NSW, customers and the Ministry. Initiatives include co-locating resources with clinical programs to enable accelerated learning and knowledge transfer, working with the Infrastructure Portfolio to migrate legacy systems such as the Enterprise Imaging Repository and local eMR production domains to the GovDCs, and supporting LHDs to upgrade to iPharmacy v8.1 more than a month ahead of schedule. In addition, eRIC BAU Support and the eMR Connect Continuous Improvement teams joined Information Services.

GovDCThe GovDC team had a busy year supporting the Infrastructure Portfolio’s Data Centre Reform program to manage existing space and capacity in the legacy data centres at Newcastle, Liverpool and Cumberland, while it migrated eHealth NSW-managed systems to the GovDCs. Newcastle Data Centre was decommissioned and handed back to Hunter New England LHD in March.

Office of the Chief Clinical Information OfficerThis year eHealth NSW farewelled its inaugural Chief Clinical Information Officer, Dr John Lambert. Since joining the organisation in 2014, Dr Lambert made significant contributions through the Office’s mission of placing patients at the centre, building better, safer clinical tools and engaging clinicians to optimise the safe use of digital systems.

A major achievement of the Office is the Clinical Solutions Design Governance Framework, which builds early and extensive clinician input into the design process of future digital systems delivered by eHealth NSW.

By focusing on the principles of human-centred design, the Framework will help ensure that digital tools integrate seamlessly with the way clinicians think and work. The Framework was recently endorsed by the eHealth Executive Council and two design working groups are already testing its approach.

A new Clinical Innovation Team has made progress with the Secure Image System project, building on valuable work done by the Lead Initiatives Team in the first half of the year.

Partnering for Innovation initiativeSolid progress was made in 2017 on the partnering for innovation front, including the staging of a second Industry Partnership Summit in May focused on collaborating with key industry partners on innovation initiatives.

The pilot phase of the new eHealth NSW Innovation Portal was launched at the November summit.

The portal provides access to industry partners, research and universities to respond to the nine strategic challenges. Access to a wider audience including staff access will be implemented in 2018.

Expressions of interest for the initial set of challenges closed at the end of November and over 140 submissions have been received. It is anticipated that a small number of proof-of-concept pilots will commence by the end of January 2018.

eHealth NSW also received a number of referrals through the Department of Finance, Services and Innovation’s NSW Innovation Concierge service, and in doing so gained recognition as a conduit for health innovation.

National Collaborative Network for Child Health Informatics ProgramLed by eHealth NSW and the Sydney Children’s Hospitals Network on behalf of the Australian Digital Health Agency, the National Collaborative Network for Child Health Informatics Program united more than 350 experts to identify and scope ways to support children’s health and wellbeing.

Together, these experts identified five initiatives which aim to build a longitudinal child digital health record for Australians from pre-conception to adulthood, including a child digital health record; bulk uploading of school immunisation records into the Australian Immunisation Register; a digital pregnancy/antenatal record; child digital health checks; and research into the longitudinal child health record.

Led by Steve Badham, the program team is developing a collaborative and co-design approach with clinicians, consumers and industry experts to deliver the initiatives and build national record standards.

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THE YEAR IN REVIEW 2017 THE YEAR IN REVIEW 2017

Human Capital Management (HCM) ProgramLed by Khiem Luu, the HCM Program launched ROB, the new recruitment and onboarding system, across the state for general health recruitment on 13 November. Requirements have been gathered and the build commenced for specialised recruitment, such as bulk recruitment of Junior Medical Officers, graduate nursing and midwifery staff and NSW Ambulance officers.

HealthRosterLed by Gary Rubie, HealthRoster successfully implemented new functionality for rostering casual and medical staff, and achieved a key milestone of 100,000 staff now rostered in HealthRoster. There were four significant updates to enhance functionality throughout the year improving the user experience. A further seven Health Agencies went live on HealthRoster – South Eastern Sydney, South Western Sydney, Central Coast, Murrumbidgee, Southern NSW and Nepean Blue Mountains LHDs and Albury Wodonga Health. Planning is underway for implementing the system in 2018 for the four remaining health organisations yet to transition.

StaffLinkIt was an exceptionally busy year for StaffLink, with new functionality introduced and enhancements regularly applied.

A highlight was the first StaffLink CX Forum (see p3 of this edition).

We implemented into StaffLink significant new functionality to support NSW Treasury Financial Reform. This was a major project to enable the Ministry of Health to report to Treasury in line with its Financial Management Transformation program.

A new Employee Overpayments Module, to help manage the recovery and reconciliation of overpayments, was successfully implemented for the HealthShare NSW Service Centres.

StaffLink was reconfigured to enable the state-wide medical stockpile to be moved into the OneLink warehouse.

Following a successful pilot, the StaffLink Supplier Portal now has over 1,000 vendors registered who are using the portal to load invoices, review purchase orders and track payments. The ability for LHDs and Health Agencies to register suppliers in StaffLink was successfully introduced.

ClinConnect was integrated with StaffLink to provide 30,000

Corporate IT It’s been a busy and eventful year full of milestones and successes for the Corporate IT Directorate, led by Farhoud Salimi. It implemented new systems for recruitment and onboarding (ROB) and prevocational medical accreditation. The rollout of HealthRoster continued and current systems were developed, enhanced and supported in Business As Usual mode. In addition, the Corporate IT team expanded to incorporate the Statewide Management Reporting Service (SMRS) team, previously with HealthShare NSW.

our customers. To date, a new system for applying for leave on line is live with HealthShare NSW and eHealth NSW. The Customer Service Portal has been launched allowing StaffLink and HealthRoster system users to submit ideas for system enhancements. A Separations workflow has been implemented for the HealthShare NSW Service Centre, and a program of work is underway to transition all of HealthShare NSW’s business processes and online forms to the platform.

Prevocational Medical AccreditationA new system to manage the process to accredit hospitals to deliver Prevocational Medical training to Junior Medical Officers was piloted at Gosford Hospital in August and the final accreditation decision is under review with Health Education and Training Institute (HETI). Feedback from all users involved in the pilot was extremely positive.

The application is scheduled to be rolled out to all prevocational training providers from 2018.

My Health LearningThe NSW Health statewide learning management system had a name change to My Health Learning and

an updated user interface enabling mobile device capabilities.

The Learning Management System (LMS) team handled 4,360 support tickets, managed four system upgrades, saw a further 21,000 ClinConnect student accounts opened as well as managing 10 new or updated data interfaces.

The system supported over 1.5 million online course completions as well as close to one million face-to-face completions in 2017.

Corporate AnalyticsThe Corporate IT Analytics Program team is in full flight, having recently deployed Workforce reporting to HealthShare NSW and is currently engaged in developing analytics reporting including:n HealthShare Tidy Systems, involving

development of CBORD Planning and Forecasting together with a Supply Chain Costing tool

n Rostering Prototypes (Costing Models, Medical Officer analysis by combining StaffLink with HealthRoster data)

n Recruitment and Onboarding exception reporting

n My Health Learning reporting.

plus clinical students with access to My Health Learning for mandatory training and provisioned into the state-wide Active Directory for use in local system management.

iExpenses, an online application for submitting and tracking expense claims, was successfully piloted by Corporate IT and will be rolled out by HealthShare NSW to the rest of the state in 2018.

The rollout of a new reporting tool, Information Data Discovery (IDD) for financials, payables, procurement and inventory, commenced and is expected to be fully implemented next year.

ServiceNowA new platform, ServiceNow, is trialing a number of initiatives to make it easier for eHealth NSW and HealthShare NSW to transact with

Chris Schneider, Director of Financial Accounting at the

Ministry of Health, at the StaffLink CX forum

Joshua Spendlove and Larissa Vanderaa delivering ROB demonstrations at Royal Prince Alfred Hospital

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eHealth News November/December 2017

eHealth News November/December 2017

Requesting leave has become easier for eHealth NSW and HealthShare NSW staff, thanks to the piloting of an online form housed on the newly created Customer Service Portal.

Built on the ServiceNow platform, the portal forms part of a partnership between eHealth NSW and HealthShare NSW as they work together to find new and innovative ways to engage with customers and staff, and provide key transactional services.

eHealth NSW’s Director of Corporate IT, Farhoud Salimi, said staff realised quickly how easily the form could be completed, submitted and

approved via computer, tablet or phone.

“There’s still some fine-tuning to be done, but we’re already getting excellent feedback,” he said.

“Staff particularly like its professional look, the auto-populating of key fields and some of the extra features like the calendar invite, which populates your Outlook calendar with your leave details once they’ve been approved.”

HealthShare NSW Director of Customer Experience, Sue Connolly, said attention was now turning to expanding the pilot internally to groups of staff not already using the form – including those without regular access

to computers at work. Plans are also underway to gradually test the form with local health districts.

“We’d like to gradually add more forms and processes to the portal, automate these, and seek our customers’ feedback,” she said.

“If our staff and customers respond well, the portal has the potential to be a one-stop shop for the many processes we oversee – making it much faster and easier for customers to interact with both of our businesses.”

While the Customer Service Portal does not currently interface with HealthRoster, eHealth NSW is working with the software providers to integrate the two systems should the pilot be successful.

For now, anybody using the form still needs to ensure their leave details are entered into HealthRoster separately. ServiceNow assists this process by generating a reminder email to the manager approving the leave.

For more information on the pilot, including instructional videos on how to make and approve leave requests, visit the intranet and search for ‘Leave Forms’.

Leave form pilot takes off

5 ways to make digital

content more accessible

Everything we publish online or distribute via email should be accessible to as many people as possible. When you’re preparing information for distribution, here are five things you can do to increase accessibility.

1. Add alternative text (Alt text) to describe the meaning conveyed in images

2. Include captions and transcripts on all videos

3. Keep link text descriptive and don’t use “Click here”, “Read more” or website addresses

4. Mark headings correctly and use proper heading structure to aid navigation5. Write clear and concise content to help understanding.

For more information read '5 ways to make digital content more accessible', search for “accessibility” on the intranet, or contact our Web Team at HSNSW-webservices@health.nsw.gov.au or 9685 3442.

eHealth NSW customers will be given the opportunity to have their say on the future direction of state-wide corporate systems following the launch of a new user engagement model by Corporate IT.

The model introduces a standardised process for users to generate ‘ideas’ relating to future enhancements to Corporate IT systems. Ideas can be raised, tracked, assessed and prioritised through an online Customer Service Portal and then be assessed by user forum members nominated by their chief executives for their knowledge and

expertise in their respective field.Initially, user forums have been

established for StaffLink Finance, StaffLink Procurement, StaffLink Human Resources & Payroll, and HealthRoster. The forums will be expanded to include other corporate systems in the future.

The purpose of the new engagement model is to increase transparency and consistency in how we continue to develop and enhance our corporate systems.

The intention is also to provide robust governance around idea selection and prioritisation, in

particular ensuring appropriate consultation and clear decision-making.

Enhancement requests are progressed through a series of reviews and endorsements before they are decided upon by prioritisation groups made up of either directors of workforce or directors of finance depending on the system to which the request relates.

To find out more, view the Corporate IT User Engagement Model pages on the eHealth NSW intranet.

Security upgrade well receivedNSW Health staff have embraced new security measures for corporate systems.

Ten days after implementing the new security profile, 93,000 NSW Health staff had registered their new security profile. Of them, 72 per cent included either an email address or mobile phone number, enabling them to securely access corporate systems from outside the NSW Health network.

“As ever, the security of our employees’ and customers’ data is paramount, and the new security profile measures means we can provide even greater protection for our systems,” said Martin Laslett, Manager Databases and Middleware, Corporate IT.

“This change was implemented with minimal fuss and disruption, which means staff recognise the need for us to take steps to strengthen our systems’ security whenever we have the opportunity.”

To learn more about the changes to corporate system security, view the relevant pages on the eHealth NSW intranet.

Giving users their say

16

eHealth News November/December 2017

In this festive feature, four of eHealth NSW’s 1,000-strong workforce share their highlights of 2017 and their hopes for the year to come.

All we want for Christmas…

Karl Valdez, Configuration Specialist, eRIC Program The highlight of your year? The birth of my second child, Kiara Louise Valdez. How will you celebrate Christmas? A lot of food, drinks and Christmas-related activities with family and friends. What’s on your Christmas wish list? A Bose SoundTouch System. You can connect your speakers via bluetooth or wi-fi! Your festival-season survival tip? Do your Christmas shopping as early as possible and drink some hydralyte after your Christmas parties to prevent a hangover. What are you looking forward to in 2018? Going on a family holiday with the wife and kids.

Brooke Bergen Team Leader, State Wide Service Desk The highlight of your year? Aside from working with great people, I had an amazing trip to Hawaii and Canada for at the beginning of the year. How will you celebrate Christmas? I’ll fly home to Coffs Harbour to spend it with my family. What’s on your Christmas wish list? I’ve always wanted a 1965 Mustang… but aside from that I’d just like to relax and spend time with family. Your festival-season survival tip? Lots of sunscreen and Berocca. What are you looking forward to in 2018? A six-week trip to Europe, visiting the Amalfi Coast, Sicily, Malta, England, Spain, Turkey, Croatia and hopefully also Morocco and Iceland.

Luice Batalova, Project Manager for Health Mobility Platform, SWIS Program, Infrastructure Portfolio The highlight of your year? When we rolled out New Ways of Working Wi-Fi and saw the positive difference it made for people. How will you celebrate Christmas? With my family on a cruise ship and then a few days winding down at Hyams Beach. What’s on your Christmas wish list? A little piglet, because then my life would be complete. Your festival-season survival tip? Wear oversized clothes. What are you looking forward to in 2018? Finally getting some time to read all my emails. And Game of Thrones season 8 – go Bronn!

Ravi Ram, HealthRoster Support Team Lead, Corporate ITThe highlight of your year? A family road trip to the Gold Coast. That was fun, especially driving through the mid north and far north coast – all of the names of towns sounded very familiar! How will you celebrate Christmas? With my extended family and friends. Lots of food, drinks and presents for kids, and lack of sleep for everyone else…looking forward to it. What’s on your Christmas wish list? World peace and for all children to be happy and cared for. Your festival-season survival tip? You can be silly and responsible at the same time – as long as the responsible bit comes after the silly bit. What are you looking forward to in 2018? I look forward to HealthRoster maturing as a product, given all the LHDs will be implemented by next year. I also look forward to the team taking our customer service from good to great for the LHDs we support near and far.