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The three objectives above translate directly into the following work packages that the Firm of Consultants will be expected to complete. Note that the work packages are strongly interrelated and require an integrated approach.
Work Package 1:
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3rd Level User Support
- Provide remote, technical troubleshooting support, based on clearly defined service level response times that reflect the sensitivity of financial transactions related to the provision of health services.
- Constantly monitor the public issue queue and review single issues in a timely manner.
- Together with the implementers, discuss issues and further refine them into the appropriate channel of the change process.
- Implement bug fixes and back ports if needed.
- Publishing all information and solutions in a timely and participative manner on the appropriate platform.
- Support community managers, trainers and higher support levels with technical expertise. This includes support during technical workshops and product presentations.
- Maintain real-time statistics on volume and distribution of user support issues and their solutions.
Work Package 2:
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Software Maintenance
- Proactively analyse and quality check the existing source code and propose technical changes and fixes via the issue tracker where needed (e.g. security fixes or performance optimizations).
- Programming of new functions as part of the release cycle.
- Manage external code contributions (pull requests) and integrate them as appropriate within agreed service level response times.
- Closely co-operate with the modular transformation project and initiate changes that allow an appropriate modularisation of the legacy system as well as a smooth integration of the new components of the new architecture.
- Do extensive developer and integration tests.
- Assess all changes according to their effect on the upgrade process for implementers and on communication interfaces, especially after data model changes.
- Document all changes in the appropriate platforms (including inline code documentation) and initiate secondary documentation changes (e.g. user manuals, translations).
Work Package 3:
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Release Management
- Manage the release cycle and ensure the timely delivery of new releases according to the release plan for updates regarding existing functionality (bug fixing, small functional changes) and new functionality (including changes to system architecture, interoperability and modularization).
- In close co-operation with the modular transition project establish a building and packaging mechanism that allows a full install of the software and a successive integration of the work results of the modular transition project.
- In close co-operation with the community building project coordinate user and developer communities to capture change and feature requests.
- Draft and review change requests together with the requestor and identify the importance of change request.
- Approve developers contributions to source-code (pull requests) and harmonize implementation specific changes into the generic master version.
- Manage release priorities and identify updates to be included in a release in close co-ordination with the Program Coordination Desk
- In accordance to the release schedule suggest an implementation work-plan for releases to the release committee and to the technical advisory group (TAG).
- Ensure proper quality assurance of changes through diverse testing mechanisms regarding their functional validity, their proper integration into the master version, the performance and vulnerability of the system and also the acceptance by the end users.
- Ensure documentation updates and the upgrade of the demo server to the new release.
- Release the new version and inform all stakeholders via the defined communication channels.
- Provide basic support to user organisations who want to upgrade openIMIS to a new version of the software.
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