Governance structure

Subcategories:

1       Background and objectives of OpenIMIS and its governance structure

The aim of the global OpenIMIS Initiative is to create a software centred community, where different individuals and organisations at diverse levels are able to contribute to the development and implementation of the OpenIMIS product. The main objectives of this organisational structure are to:

  • Create transparent and efficient governance structures which assign clear roles and responsibilities to the different actors (user countries with their (health) insurers implementing OpenIMIS, implementation partners, relevant health financing actors, software developers, centralized technical support organisation, technical advisory group, steering group, program coordination desk)
  • Offer opportunities for individuals and organisations to learn about OpenIMIS and become a service provider, e.g. as implementation partner or local support team
  • Create an ecosystem which offers insurance organisations a range of qualified implementation, training and software development/ integration partners to choose from
  • Create a stable structure to ensure proper maintenance of existing MS IMIS and to create a user support structure for existing MS IMIS user organisations
  • Create a structure for the continuous improvement through addition of new modules and step-by-step transition to a modular open source solution
  • Develop a business model where the organisations that use OpenIMIS contribute to a stable financing of the OpenIMIS core operations.


2       Roles and responsibilities of parties

A first step towards an organisational structure is the clear definition of roles and responsibilities. For each of the suggested roles we distinguish between ongoing and case driven activities. This distinction serves to separate the more predictable ongoing activities from the case driven activities. The table below visualizes the main partners and their relations.


Figure 1:   Organisational scheme


The following overview briefly describes the role of each partner:

  • Steering Group defines overall strategic direction
  • Product Group forms the core group of the openIMIS Initiative. It consists of:
    • Coordination Desk operationalizes defined strategic direction, administrates budgets and oversees the activities of the involved working groups.
    • Developers Committee develops, maintains and supports at global level the core of openIMIS
    • Implementers Committee supports at global level implementations regarding implementation steps, training material, requirements of business processes for openIMIS.
  • Technical Advisory Group (TAG) assesses the openIMIS Initiative evaluating strategic developments, proposes on system architecture and new functional requirements. The members of the TAG will be nominated by the Steering Group.
  • Implementation Consultants facilitates the outreach to the implementations in the countries and builds the link between global and local Community
  • Regional hubs provide support to the community on regional level as well as facilitates training and capacity development
  • Local support / Dev. Team provides direct support to the payers and providers
  • Payers provide feedback on the features of openIMIS and identify future requirements for the system

3       Process flows


In order to clearly define the roles, to avoid overlaps, double work and gaps not covered by any organisation, the main processes of the planned organizational set-up need to be defined in detail, assigning activities to each partner. In this section, a few of the main processes are drafted.

In the column “Who” a main responsible is assigned, sometimes a second organisation is added in brackets to support the process.

3.1  Release Management (Software Maintenance)

One of the main challenges with release management is to coordinate the development of MS IMIS and open source application.


Table 1: Release management workflow


WhoActivity
1.         Continuously
1.1

Scheme operators,

Implementation Partners

Report issues, request features
1.2IT & Product Team
  • Immediate solving of minor software issues regarding master version (mainly bugs when software does not comply with specifications)
  • Compilation of feature requests into user requirements and add it to the backlog and preparation for discussion
1.3Steering GroupAnnual strategic reviews of features, budgets, timelines
2.         At each release cycle
2.1Program Coordination DeskConsolidation of user requirements, including interfaces, budget and joint timelines. Preparation of proposal for Product Committee
2.2TAGReceive and process contributions / requirements from partners (JLN, openHIE, clients ...) to the Program Coordination Desk
2.3Product Committee
  • Joint review of consolidated user requirements, including interfaces and joint timelines.
  • Budget estimation
  • Prioritisation of user requirements
  • Preparation of feature roadmap for TAG review
2.4TAGWhen necessary, request input on specific topics from relevant experts. Peer review the technical specifications when necessary
2.5IT & Product Team
  • Technical specification of the requirements
  • Development of new functionality (Development (Specification, design, coding & unit testing, security testing, integration testing, user acceptance testing), Release, update documentation. Update Demo Version)
2.6Insurance Agencies, Implementation PartnersUser acceptance Testing (including security testing?)
2.7Product Coordination DeskFinal Acceptance (based on test results and feedback from Insurance Agencies and implementation partners)
2.8IT & Product Team
  • Release sign off and release management (source code repository and updating supporting documentation, etc.)
  • Backwards compatibility needs to be implemented according to TAG guidance.


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

WhoActivity
End user / technical userIn 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 PartnerMost of the time, implementation partners have support contracts with a local/national project. Therefore, often they can assume 2nd tier support.
IT & Product TeamIn 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

WhoActivity
Program Coordination DeskInform stakeholders about program news and project opportunities
TAGGive feedback on communication and sales strategy, measures and tools
Program Coordination Desk

Initial contacts and general information

  • Creation and maintenance of website, general presentation material, participation at events (together with Partners, e.g. to show case country best practise)
  • Support with lead generation
  • Mitigation in case of overlapping sales interest of different partners

Insurance Agency(potential customer) –Program Coordination Desk

(SG)
  • Insurer expresses interest in OpenIMIS. In case the contact is directly with GIZ, GIZ can explore the implementation options. GIZ and partners should agree on a standard procedure for this process.
  • In case the contact is through another development partner, coordination with GIZ will be sought and options for sharing of roles in funding and supporting the customer will be explored with SG.
Insurer - Implementation partners
  • In case of a direct contact between an implementation partner and an Insurer, the implementation partner can lead the sales effort.
  • Implementation partners should aim to include in their proposals to the customer a fee to refinance the global OpenIMIS Initiative.
  • Presentations, customer contact
  • Proposal (technical support through GIZ where required and possible)
Implementation PartnersImplement software and involve local team