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Table 1: Release management workflow
Who | Activity | |
---|---|---|
1 |
. Continuously | ||
1.1 | Insurance Agencies, Implementation Partners | Report issues, request features |
1.2 | IT & Product Team |
|
1.3 | Steering Group | Annual strategic reviews of features, budgets, timelines |
2 |
. At each release cycle | ||
2.1 | Program Coordination Desk | Consolidation of user requirements, including interfaces, budget and joint timelines. Preparation of proposal for Product Committee |
2.2 | TAG | Receive and process contributions / requirements from partners (JLN, openHIE, clients ...) to the Program Coordination Desk |
2.3 | Product Committee |
|
2.4 | TAG | When necessary, request input on specific topics from relevant experts. Peer review the technical specifications when necessary |
2.5 | IT & Product Team |
|
2.6 | Insurance Agencies, Implementation Partners | User acceptance Testing (including security testing?) |
2.7 | Product Coordination Desk | Final Acceptance (based on test results and feedback from Insurance Agencies and implementation partners) |
2.8 | IT & Product Team |
|
3.2 User support workflow
The main idea is that there is a centralized ticket system (starting at 3rd tier), where users can submit their issues that cannot be solved at country level.
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Table 2: User support and issue management workflow
Who | Activity |
---|---|
End user / technical user | In case an end-user encounters an issue, he/she reports this to 1st tier support. The local/national team should be able to provide basic support for these issues In case national 1st tier support cannot solve the issue, it is passed on to 2nd tier support. |
Implementation Partner | Most of the time, implementation partners have support contracts with a local/national project. Therefore, often they can assume 2nd tier support. |
IT & Product Team | In case the problem cannot be solved at 2nd tier, it should be fed into a central issue queue, and open a ticket at 3rd tier. In this ticket, the submitting 2nd tier support team should describe the issue. |
IT & Product Team (Program Coordination Desk) | In case the issue can be resolved without much effort, it can be closed. In case the issue requires higher effort, priorities need to be discussed with the Program Coordination Desk / TAG / SG (Process 3.1). |
3.3 Country sales and implementation workflow
There are several possible constellations, how the sales process can unfold. In general, the proposal process should be based on open competition, spreading implementation know-how to a growing number of international, regional and national implementation partners. The IT & Product Team and GIZ should assume the role of supporting the proposal processes of implementation partners upon request.
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Table 3: Implementation workflow
Who | Activity |
---|---|
Program Coordination Desk | Inform stakeholders about program news and project opportunities |
TAG | Give feedback on communication and sales strategy, measures and tools |
Program Coordination Desk | Initial contacts and general information
|
Insurance Agency(potential customer) –Program Coordination Desk (SG) |
|
Insurer - Implementation partners |
|
Implementation Partners | Implement software and involve local team |