Work 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.

Release Management (Software Maintenance)

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





1.         Continuously


Insurance Agencies,

Implementation Partners

Report issues, request features


IT & 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


Steering Group

Annual strategic reviews of features, budgets, timelines

2.         At each release cycle


Program Coordination Desk

Consolidation of user requirements, including interfaces, budget and joint timelines. Preparation of proposal for Product Committee



Receive and process contributions / requirements from partners (JLN, openHIE, clients ...) to the Program Coordination Desk


Product 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



When necessary, request input on specific topics from relevant experts. Peer review the technical specifications when necessary


IT & 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)


Insurance Agencies, Implementation Partners

User acceptance Testing (including security testing?)


Product Coordination Desk

Final Acceptance (based on test results and feedback from Insurance Agencies and implementation partners)


IT & 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.

Table 1: Release management workflow

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.





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).

Table 2: User support and issue management workflow

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.





Program Coordination Desk

Inform stakeholders about program news and project opportunities


Give 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


  • 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 Partners

Implement software and involve local team

Table 3: Implementation workflow

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