HSCN Migration Guidance

Transcription

1 Version 1.1 Published 29 th September 2017 Copyright 2017Health and Social Care Information Centre. The Health and Social Care Information Centre is a non-departmental body created by statute, also known as HS Digital.

2 Contents 1. Document Purpose Purpose and scope of Document Reader Pre-requisites Context: HSC Migration Document Structure 4 2. HSC Migration Summary Deployment Office Transitional Assistance Migration Templates HSC Migration Forecasting 8 3. CSP Activities and Responsibilities Migration Activity Overview CSP Engagement and Reporting CSP Migration Forecasting CSP Migration Planning CSP Migration Scheduling CSP Migration Implementation HSC Migration Processes [Process Model 10.00] CSP Activity Summary [Process Model 10.01]: CSP Order Reporting [Process Model 10.02]: CSP Migration Forecasting [Process Model 10.03] TACO Engagement [Process Model 10.04] CSP Migration Planning [Process Model 10.05] CSP Migration Scheduling [Process Model 10.06] CSP Migration Rescheduling [Process Model 10.07] CSP Migration Implementation [Process Model 10.08] CSP Escalation Management 39 Copyright 2017 Health and Social Care Information Centre. 2

3 Glossary Terms Term CSP Allocation Six Month Rolling Forecast Holistic Forecast Migration Template TACO Migration Request Portal Description The number of migration slots assigned to each Supplier for each calendar month. A view of all anticipated migrations (by CSP and template) for the next six months inclusive. A complete view of all planned HSC migration activities that will be maintained by the Deployment Office based upon CSP forecast reports. A set of standard (pre-defined) and bespoke (subject to rate card) templates that cover common service or complex transition activities. A web accessible portal that enables CSPs to submit migration requests and templates to the TACO Programme. Abbreviations Acronym CSP SI TACO T(SP) Description Consumer etwork Service Provider Service Identification umber Transitional Assistance for Continuing Orders Transition etwork (Service Provider) References o Document 1 CSP Engagement and Transition Information Pack 2 HSC CSP Data Reporting Requirements Description An information pack that shall be provided to each CSP by the TACO Programme upon commencement of migration planning activities. Includes details of migration engagement, planning and scheduling processes. A document detailing the requirements that HSC have placed on CSPs for the delivery of HSC service information into the HSC Authority for operational and management purposes. Figures Figure 1: TACO Mobilisation Lead Times... 7 Figure 2: HSC Holistic Forecast... 9 Figure 3: Migration holistic forecasting model... 9 Figure 4: Six month rolling forecast model with associated lock down periods Figure 5: Summary of migration activities CSPs are required to perform Figure 6: Example of CSP migration activities associated with milestones Figure 7: CSP Migration Process Overview Figure 8: Example migration forecasting model Copyright 2017 Health and Social Care Information Centre. 3

4 1. Document Purpose 1.1. Purpose and scope of Document The document provides an overview of the HSC migration forecasting, planning and scheduling processes and responsibilities for Consumer etwork Service Provider (CSPs). It refers specifically to the migration of End Customers from the Transition etwork (T) to CSP supplied, HSC access connectivity services and is intended for Stage 1 compliant Suppliers (although many activities can only be commenced once Stage 2 achieved) Reader Pre-requisites The document forms part of the guidance issued to Suppliers as part of the HSC Compliance process. Suppliers should be familiar with the Obligations Framework. Further documentation can be found on the HSC pages of the HS Digital website here: Context: HSC Migration The HSC shall deliver a new disaggregated, multi-supplier network that will provide a reliable, efficient and flexible way for health and social care organisations to access and exchange electronic information. This will replace the existing network used by health organisations supplied by BT. All End Customers who are connecting via the Transition etwork (T) will be required to procure new access connectivity services from one of the HSC Compliant network suppliers (known as Consumer etwork Service Providers or CSPs) and migrate from their existing connections provided by BT. As a result, HSC is undertaking one of the largest private network migrations ever performed. Over 1,100 organisations that currently use ~13,000 existing T connectivity (as Continuing Orders ) will need to transfer to new CSP services over the next few years. It is expected that CSPs shall manage the sale of, delivery and commissioning of new network services as per their normal (industry standard) processes. However, in order to effectively manage the migration some additional measures have been introduced on top of typical network service migration activities. This includes lightweight governance, additional CSP responsibilities and process that are described within this document Document Structure The document includes the following sections: HSC Migration Summary This section provides further information on the HSC migration and specific measures that have been introduced to manage and track the transition. CSP Activities and Responsibilities This section describes the core migration activities and CSP responsibilities within each of these. HSC Migration Processes This section contains process models supplied to develop understanding of how each of the migration activities will operate. Copyright 2017 Health and Social Care Information Centre. 4

5 2. HSC Migration Summary This section provides further information on migration aspects that are specific to the HSC Programme. The HSC migration shall involve the migration and cessation of approximately 13,000 services, including multiple access connectivity circuits, by the end of August Additional measures have been introduced to support CSPs in delivering large volumes of migration activities that will occur as part of the transition to HSC. These measures include: Deployment Office; Transitional Assistance; Migration templates; and HCS migration forecasting. The sub-sections below provide further information on each of these measures and set out the principles on which migration processes and associated CSP responsibilities (as described in Section 3) are based Deployment Office A Deployment Office has been established within the HS Digital HSC Programme to track the migration to HSC. It shall focus on establishing forecasting, planning and scheduling processes that allow CSPs and TACO to effectively plan, schedule and implement migration activities. In summary the Deployment Office shall work collaboratively with CSPs to: Provide information and assistance to prepare for migration; Maintain an accurate forecast of anticipated migrations; Monitor and track the completion of migrations; and Act as an escalation point for CSPs. A HSC Migration Co-ordinator will be appointed to work with each CSP and act as their dedicated point of contact. The HSC Deployment Office can be contacted during business hours via the mailbox: mailbox hscn.deployment@nhs.net 2.2. Transitional Assistance Transitional Assistance has been secured from the incumbent to support the HSC migration. A migration programme team has been deployed by BT to provide the associated governance, management, reporting and coordination. This service is termed Transitional Assistance for Continuing Orders (or TACO) and includes a combination of: TACO Programme management; CSP Liaison Management; and CSP Liaison Support. Copyright 2017 Health and Social Care Information Centre. 5

6 TACO Programme management Includes a programme management team that shall manage TACO, interface with the HSC Programme and support CSPs during their initial engagement phase. CSP Liaison Management Includes project management and scheduling resource that shall work with each CSP to plan and schedule migration activities. A dedicated project manager will be provided for each CSP. CSP Liaison Support Incorporates a mixture of technical, operational, service and change management resource that shall work to prepare and perform migration implementation activities. This resource shall be scaled to support the volume and type of migrations (standard, complex or bespoke) for each migration month. Transitional Assistance resource will be scaled to support the number of active CSPs and migrations in any given migration month. There are capacity constraints and mobilisation lead times that influence this resource and therefore the rate of migration as described below Transitional Assistance Capacity Constraints A maximum number of 750 service migrations can be performed each calendar month across all CSP activities. A service is defined by Service Identification umber (SI) and may include multiple connection circuits. The figure of 750 is based upon the maximum number of concurrent service migrations that can be resourced and supported under Transitional Assistance (CSP Liaison Support). This constraint only applies to pre-existing services that are being migrated from the legacy T to new HSC connections. For the avoidance of doubt, new access connectivity services that are being procured by organisations new to HSC (without any pre-existing connection) are unaffected as they do not require Transitional Assistance Transitional Assistance Mobilisation Lead Times In order to ensure there is sufficient resource available to support the migration, the HSC Programme is required to provide notice to TACO. This will ensure that the incumbent can stand-up the appropriate resource in advance of the required activity including: CSP Liaison Management Project management and scheduling resource to support the planning and organisation of migration slots with each CSP. This function will be mobilised two calendar months in advance of the first CSP migration. CSP Liaison Support Technical and operational resource to perform the migrations as per migration templates and plans. This resource will be made available ahead of each migration (to perform pre-requisite checks) and the implementation (as per the agreed migration slot). Figure 1 below provides a summary of the mobilisation lead times. Copyright 2017 Health and Social Care Information Centre. 6

7 Figure 1: TACO Mobilisation Lead Times Month -5 Month -4 Month -3 Month -2 Month -1 Month 0 L L OP CSP Liaison Management Inplace 3 (full) month notice period Liaison Support Inplace OP 5 (full) month notice period Migration Month L = Total number of CSP or Migrations locked down OP = BT resource mobilised and on the pitch. This notice shall be provided via a rolling six month forecast that will be supplied to TACO and detail the total number of anticipated CSPs performing migrations (to mobilise CSP Liaison Management resource) and the total number of anticipated migrations (to mobilise CSP Liaison Support). Please see Section for further information Migration Templates Migration templates have been developed to streamline the forecasting, planning and scheduling process. These include: Standard templates to cover the vast majority of migration activities; A complex template to cover service asset transfers; and A bespoke template to cover large-scale or high risk migrations. CSPs will be required to select the most appropriate template for the services they are due to migrate (though discussion with the TACO Programme if required) and plan the implementation with these accordingly. Standard, during business-hours migrations should be considered as default and used for the vast majority of migrations. Templates are not required for Customer cease requests to BT which should follow the existing process (see Section 3.6.7) Standard Templates There are four Standard migration templates that apply to each service (SI). Template A is mandatory and will be required for all migrations. Templates B and C can be added depending upon requirements. ID Requirement Template ame Description A Mandatory Standard Migration B Mandatory (for VP estate) VP Migration Clear configuration remotely, removes from systems, billing and reporting including upstream suppliers. Typically applicable to site to site VP and extended VP. The service will disable the configuration on the radius server and make the appropriate Firewall changes. Copyright 2017 Health and Social Care Information Centre. 7

8 ID Requirement Template ame Description C Optional IP Address Transfer Retention of IP Address by successor C-SP service. ote Template D is no longer in use. Each standard template will relate to a specific legacy T service and will enable the booking of a two hour migration slot between 08:00 to 18:00 on normal working days. Out-ofhours migrations may be scheduled if required but will require additional approval by HS Digital. Migration activities will be jointly planned by each CSP and their TACO counter-part to occur within this migration slot on-standard Templates For non-standard migrations, there are complex and bespoke migration templates that will follow a more detailed planning and approval process. These should only be used for complex or exceptional migration activities as described below: ID Template ame Template ame Description E F Complex Full Service Transfer Bespoke Includes the full transfer of CPE, circuit (novation where applicable/allowable) and IP Addressing to a Replacement Provider, including wholesale line rental transfer for the DSL s. Applies to: CoI s that are being transferred to CSP; Hosted voice and voice gateways; and Service critical Ethernet services to major sites. An approval process shall be in place for complex and bespoke migration templates (E and F) involving HS Digital. This, combined with more detailed planning, will result in longer lead times to organise and schedule complex or bespoke migrations HSC Migration Forecasting The Deployment Office shall maintain a holistic forecast of anticipated migrations. This forecast shall identify the anticipated number of service migrations that is due to take place in each calendar or migration month and is required to: Plan and track the large-scale transition of services from legacy T to new CSP provided HSC services; Ensure there is appropriate resource and funding to support migration each month; Prioritise migrations where demand exceeds capacity for a given month; and Inform the mobilisation of TACO resource (as detailed above). Figure 2 below provides a summary of the holistic forecast and the different periods contained within. Copyright 2017 Health and Social Care Information Centre. 8

9 Figure 2: HSC Holistic Forecast HSC Holistic Migration Forecast Six Month Rolling Forecast Planning Period Lockdown Period The holistic forecast shall include: Planning period A view of all anticipated service transitions over the entire migration programme. Six month rolling forecast A detailed view of planned / likely service transitions during the next six months (excluding the current month) by CSP and migration template. Lockdown period Confirmed volumes of service migrations for the next five months (inclusive of the current month). Includes a breakdown by CSP and migration template. Figure 3 below provides a summary of the holistic forecasting that will be performed. Figure 3: Migration holistic forecasting model HSC Procurement Information CSP Forecast(s) Migration Forecasting CSP Allocation(s) TACO Forecast In summary: Information from the HSC Programme regarding procurement activities shall be used to create the forecast and perform advanced forecasting (as described below). CSPs will be required to forecast their requirements for migration slots in advance based upon their plans (as described in Section 3.3 below). This will allow the Deployment Office to maintain the migration hopper as well as allocate slots fairly among CSPs. This will avoid scenarios whereby the majority of migration slots are taken up by one or more Supplier(s). It is anticipated that these forecasts shall initially be based upon implementation plans produced during the tendering process and revised over time as due diligence (site survey etc.) activities are completed and orders placed. The Deployment Office will confirm an allocation of migration slots with each CSP for each migration month (as per Section below). This should align to the CSP forecast but may include adjustments where migrations have been prioritised. CSPs Copyright 2017 Health and Social Care Information Centre. 9

10 will be able to prioritise their migration activities within their allocation based upon their plans and as they see fit. A HSC Six Month Rolling Forecast shall be provided to TACO Programme to enable resource to be mobilised to support all CSP migration activities (subject to prioritisation as per Section TACO Forecasting2.4.3). Due diligence checks will be performed on CSP forecasts to ensure they are reasonable and prevent CSPs oversubscribing on migration volumes that they are unable to deliver to. The sub-sections below provide further information on specific aspects of the forecasting process Advanced Forecasting The HSC Programme shall perform advanced forecasting for the large scale procurement activities. This will involve feeding migration profiles, based upon on the services in scope, Consumer transition constraints and preferences as well as other migration priorities, into the holistic forecast. This shall enable the Deployment Office to perform the processes and checks described above prior to Consumers awarding new contracts and thus CSPs being able to provide their own forecasting. Once the major procurements are complete and awarded to a CSP, the advanced forecasting process shall stop and be replaced by CSP forecasting based upon their implementation plans Forecast Prioritisation The Deployment Office shall seek to accommodate all demand forecasted by CSPs to support migration within the TACO capacity constraints (as described in Section 2.2.1). Where necessary, the Deployment Office shall prioritise migration activities where there is more forecasted demand for migration within a particular migration month than can be accommodated (i.e. exceeds the 750 service migration capacity constraint as described above). HS Digital will give due consideration to Consumers, CSPs and the HSC Programme when making prioritisation decisions in a fair and balanced manner. Prioritisation will be based upon: Likelihood the migration will take place as planned (such as a high degree of confidence that new services will be delivered and other pre-requisites completed on time); Alignment to programme objectives (such as the migration will enable the early retirement of legacy T points of presence or achieve other cost savings); Achievement of End Customer priorities (such as Consumers requiring replacement or higher capacity services quickly); and Previous de-prioritisation (where migration requests have been deferred previously). Any remaining capacity will be allocated on a first-come, first-served basis. CSPs will be informed if they are affected by any prioritisation activities as part of the Migration Forecasting process (as per Section 3.3). Copyright 2017 Health and Social Care Information Centre. 10

11 ote that this prioritisation is separate to any prioritisation that s defined during the major procurements and used by Suppliers to develop an implementation plan TACO Forecasting A key output of the holistic forecast is a six month rolling forecast which shall be used to mobilise TACO resource and ensure services can be transitioned as planned. The HSC Six Month Rolling Forecast will be sent to the TACO Programme on the first and third Monday s of each month (or next working day) and contains: The number of anticipated CSPs participating; The anticipated volume of Migration Requests; The anticipated Migration Template mix; and The anticipated procurement mechanisms creating the demand. The number of anticipated CSPs participating The total number of Suppliers who will be performing migration activities in each migration month. This is required to ensure there are sufficient CSP Liaison Management functions in place to work with each CSP. Five full months notice (including the month the forecast is submitted) is provided to ensure the project managers are in place two full months ahead of the first migration month (as per the model below). The anticipated volume of Migration Requests The total number of migrations that are to be requested, scheduled and performed each migration month. This will be provided for each CSP as well as aggregated across all CSPs and is required to ensure there is sufficient CSP Liaison Support resource in place. The anticipated Migration Template mix A breakdown of service migrations, by migration template, planned for each calendar month. This is to be provided for each CSP as well as aggregated across all CSPs. This is required to inform TACO of the type of upcoming migration activities and ensure the right resource is stood-up. The anticipated procurement mechanism that is creating the demand A view of the procurement channel and project that will result in the replacement of legacy T services. This includes a total number of services that are expected to be procured by the Aggregated Procurement, Self-Serve or Direct Award routes across the HSC Programme (this is not grouped by procurement, region or organisation but rather a total for each channel). The number of CSPs and volume of Migrations are locked for specific migration months by TACO upon receipt as per Figure 4 below. For example, a forecast submitted on the 1 st Monday during May would contain: The total number of CSPs and total volume of migrations for June, July, August and September (i.e. the next five months excluding the current month of May) which would have been locked based upon previous forecasts; and A forecast for the number of CSPs and total volume of migrations for October and ovember (i.e. months six and seven). Copyright 2017 Health and Social Care Information Centre. 11

12 Figure 4: Six month rolling forecast model with associated lock down periods Month 1 Month 2 Month 3 Month 4 Month 5 Month 6 Month 7 Forecast Submission Date 1 st Monday CSP(s) ü CSP(s) ü CSP(s) ü CSP(s) ü CSP(s) o. of Migrations ü o. of Migrations ü o. of Migrations ü o. of Migrations ü o. of Migrations CSP(s) o. of Migrations ü = Total numbers are locked at point of receipt by TACO of CSP rolling six month forecast. The lockdown periods align to the lead times that exist to ensure appropriate management and implementation resource is in place (as described in Section 2.2.2). The migration template mix and procurement mechanism are provided for information and shall not be locked by the forecast. CSPs shall have the flexibility to change migration template if necessary, although the total number of services to be migrated should remain the same CSP Migration Allocations Each CSP shall be allocated the TACO resource to support their forecasted volumes of migrations or revised forecast where prioritisation has occurred. This allocation will provide a total number of service migrations that can be performed each migration month. CSPs will be informed of their allocation as part of the forecasting process described in Section 3.3 below. CSPs will be able to request and book migration slots, equating to migration resource, up to this total by engaging with their CSP Liaison Management counter-part (within the TACO Programme) and following the migration planning and scheduling processes described below (Sections 3.4 and 3.5). There may be opportunities to book migration slots above the CSP allocation should they become available. This will be managed as an exceptions process operated by the HSC Deployment Office. If a CSP cannot fully utilise their allocation, or would like to perform more migrations than they had originally forecast, they should contact the HSC Deployment Office immediately CSP Performance Monitoring CSPs will be monitored on their performance of key activities relating to migration by the HSC Deployment Office. This is to ensure that they are adhering to their responsibilities and operating in a way that delivers a timely transition, prevents wastage and avoids any adverse impact on any other CSPs migration activities. This will involve performing routine checks of each CSP to ensure: They are engaging with required parties and adhering to process; They are providing a timely and accurate forecast; They are utilising the migration slots allocated; Copyright 2017 Health and Social Care Information Centre. 12

13 They are not excessively using out-of-hours or non-standard migrations templates; and They have a relatively low cancellation and failure rates. If it is deemed that a CSP is not performing adequately or impacting the overall transition, the HSC Programme shall intervene. This may involve triggering measures within the HSC Deed where HSC Obligations are impacted. The tables below summarises the key measures that will identify where CSPs are experiencing issues and further discussion with the Deployment Office is required to identify and resolve the cause of the issues. These checks and metrics will be tested and refined during Early Adoption and the initial stages of full migration to ensure they are fair and appropriate. ote that these are independent to any service levels agreed with Consumers. Qualitative Measures Activity Description of measure Metric Engagement Reporting Excessive use of out-of-hours slots or bespoke/ complex templates. CSPs are effectively engaging with the Deployment Office, TACO Programme and adhering to processes. Reports are submitted in a valid format as per the frequency defined in the CSP Data Reporting Requirements (reference #2) or otherwise agreed with the Deployment Office. CSPs are correctly selecting migration templates appropriate to the migration activities and not excessively using out-of-hours, bespoke or complex templates beyond those anticipated based on Consumer requirements. Evidence based. ote that failure to effectively engage and adhere to process will impact CSPs ability to migrate Consumers to their services. Evidence based. ote that invalid reports will be rejected and late reports will be processed on a reasonable endeavours basis only. Evidence based. ote that migration requests may be rejected by HS Digital if the template or timing is deemed inappropriate. Quantitative Measures Activity Description of measure Metric Utilisation of migration allocation. The CSP is utilising the majority of the migration slots forecast and allocated each migration month. 95% or more of migration slots are booked by the specified timeframes each migration month. ote that CSPs are required to report underutilisation immediately to the Deployment Office to allow slots to be made available to other Suppliers. Copyright 2017 Health and Social Care Information Centre. 13

14 Quantitative Measures Cancellation rate Failure rate The CSP is only cancelling a small number of booked migrations each migration month. Only a small number of the CSPs booked migration slots are resulting in failure. 95% of booked migration slots take place and are not cancelled. This excludes cancellations initiated by the TACO Programme. 95% of booked migration slots are successfully completed and do not result in failure or roll back. ote that CSPs will need to demonstrate and evidence that failures are outside of their control to the Deployment Office. Copyright 2017 Health and Social Care Information Centre. 14

15 3. CSP Activities and Responsibilities The following section describes the activities that CSPs will be required to perform to migrate Consumers from legacy Transition etwork (T) to their own HSC services. ote that migration is a distinct project change activity and considered separate to the normal services that Suppliers will be providing their Consumers as per their agreed contracts and the Obligations Framework. It is anticipated that CSPs co-ordinate their ordering, service delivery and implementation/cut-over planning and execution directly with their Consumers. This should align with their agreed contract as in any other circumstance. This Section focusses on the activities to transition services once CSPs have been awarded new HSC business Migration Activity Overview There are five main activities that CSPs are required by HS Digital to perform to enable the migration of End Customers from their existing T services to newly provisioned services. With the exception of engagement, all activities will commence at the appropriate point in time after a Supplier has achieved Stage 2 compliance (and effectively become a CSP). o CSP should be awarded or deliver a HSC service contract until they have been awarded Stage 2 compliance by HS Digital. These are summarised in Figure 5 and described in the sections below. Figure 5: Summary of migration activities CSPs are required to perform Engagement and Reporting Forecasting Migration Planning Migration Slot Scheduling Migration Implementation Activities to engage with the HSC Programme, Transition etwork Service Provider and provide ongoing reporting. Includes escalation procedures. Activities to provide a forecast of anticipated migrations (per month) to the HSC Programme. This is to enable holistic forecasting and the allocation of migration slots to each CSP (aka CSP Quota). Activities to engage with the incumbent Transition etwork Service Provider to produce migration plans, that align to new service delivery and cut-over plans. This includes agreeing a migration plan and template. Activities to submit a migration template and agree upon a migration slot (fixed date and time). Includes activities to reschedule and/or cancel migrations slots if required. Activities to perform the migration of Customer services from existing to new CSP services based upon template and migration plan. Figure 6 below provide an illustrative example of how the activities shall be performed over time. Copyright 2017 Health and Social Care Information Centre. 15

16 Figure 6: Example of CSP migration activities associated with milestones Mobilisation Phase First HSC Business / Tranche of Migrations HSC Compliance Stage 1 Contract Signature (1) Contract Signature (2) Subsequent Business / Tranche of Migrations Deployment Office Induction Pre-Migration Engagement Migration Reporting & Forecasting TACO Engagement Migration Planning Migration Scheduling Migration Implementation TACO Update Migration Planning Migration Scheduling Migration Implementation ote the model covers the migration activities described within this document and does not include all activities that a Supplier will normally undertake when planning the delivery of new services. In summary: CSPs will be informed of the HSC migration governance and process as part of an induction phase during the Supplier Mobilisation activities. This will be prior to commencing any of the activities described below and will be initiated by the HSC Deployment Office once a Supplier has achieved Stage 1 compliance. Once they have secured the first new HSC business (denoted by Contract Signature 1 milestone), CSPs will perform pre-migration engagement with the Deployment Office and commence reporting, including migration forecasting. Additionally, each CSP will engage with the TACO Programme to commence migration planning activities to coincide with their new service ordering and delivering processes. This will naturally lead into migration scheduling and implementation phases. The engagement, planning, scheduling and implementation activities will be repeated for each subsequent tranche of migrations related to each set of business (illustrated in lighter blue) Migration Process Model Figure 7 below provides a summary of the processes that apply for CSPs for migrations and when they should be triggered. In summary: Engagement with the Deployment Office will commence once Stage 1 Compliance is complete and the Supplier is preparing for migrations; Reporting, forecasting and engagement with TACO activities will start once the CSP has signed their first contract; Copyright 2017 Health and Social Care Information Centre. 16

17 Migration planning, scheduling and implementation will commence for each Call Off order once received; and Escalations can be made at any point in time. The process models can be found in Section 4 and referenced throughout this section. Figure 7: CSP Migration Process Overview Start Start Start HSC Compliance Stage 1 Complete HSC Deployment Office Engagement Contract Signature (first HSC Contract) CSP Order Reporting Escalation Management Contract Signature (subsequent HSC Contracts) Migration Forecasting Consumer Call Off Order TACO Engagement Migration Planning Migration Scheduling Migration Implementation End Migration Rescheduling Please refer to Section 4 for the referenced process models Tri-party Responsibilities The table below provides an overview of the responsibilities on each party throughout the migration period. Party Role and Responsibilities HSC Deployment Office Forecast and track migration of Consumer services from T to HSC. Support CSPs with forecasting and reporting activities. Maintain forecasting and reporting processes (including CSP access to HSC SharePoint). Interface with Field Force teams and have them check that consumers are ready to migrate by taking them through a migration checklist. This aims to avoid unnecessary last minute cancelations or migration failures. Manage issues escalated by the TACO Programme or CSPs (via escalation process). Manage other issues related to migration, engaging with other parts of the HSC Programme as appropriate. Copyright 2017 Health and Social Care Information Centre. 17

18 Party Role and Responsibilities TACO Programme Managing the allocation and mobilisation of resource to support the migration (facilitated by per the TACO six month rolling forecast). Establish and operate engagement, migration planning, migration scheduling and implementation processes and overseeing effective operation. Provide configuration or other service information required by CSPs to deliver and transition to replacement access connectivity services. Support CSPs in planning migration activities prior to CSP Liaison Management resource being in place. Maintain the TACO Migration Request Portal including administering CSP user access. CSP Liaison Management Function Act as a dedicated point of contact for CSP(s). Work with appointed CSP(s) to plan and deliver the migration of Consumer services. Includes agreement of migration plans and templates appropriate to services being transitioned. Manage the scheduling of migration slots for appointed CSP(s). CSP Engage with the HSC Deployment Office and TACO Programme. Undertake service migrations adhering to the engagement, forecasting, planning, scheduling and implementation processes defined including: o Provide a forecast for anticipated migrations ahead of the five month lockdown period; o Plan and execute service migrations in line with their allocation; o Submit migration requests via the TACO Migration Request Portal; o Liaise with the CSP Liaison Management counter-part to plan and book migration slots; o Contact the BT Helpdesk at the start and end of each migration slot; and o Escalate issues that cannot be resolved to the HSC Deployment Office CSP Engagement and Reporting This section provides further information on the engagement and reporting processes including: Engagement with the HSC Deployment Office (HS Digital); Engagement with TACO (BT); Points of contact; Reporting; Escalation management; and Migration preparation. Copyright 2017 Health and Social Care Information Centre. 18

19 Entry Criteria Stage 1 HSC Compliance The CSP has successfully achieved Stage 1 Compliance HSC Deployment Office Engagement The HSC Deployment Office shall work with each CSP to support migration activities. There will be two phases of engagement: Initial engagement as part of the HSC Compliance process (for Stage 1 Compliant Suppliers) to familiarise CSPs with the migration processes; and Ongoing pre-migration engagement during active migration periods (after securing new HSC business). The active migration period includes the periods when CSPs are transitioning services and typically occur between contract signature through to completion of the last service migrations within that associated tranche. As part of this engagement, the preference is to organise fortnightly checkpoint meetings (as minimum) to monitor status and ensure there is an open communication channel. This will cover the main activities described below focussing on: Migration forecasting: o The Suppliers view of new service delivery and associated migration / service transition profile; o Use of non-standard and out-of-hours migrations (planned); o Levels of confidence around forecast; and o Any prioritisation or de-prioritisation that has been performed by the Deployment Office and affected the CSP. Migration planning: o Status of planning of migrations; and o Related changes to migration forecast. Migration scheduling: o Status of migration slot booking; and o Use of non-standard and out-of-hours migrations (booked). Migration implementation: Escalations: o Details of any cancelled migrations including rationale; o Details of any failed migrations including root cause; and o Subsequent lessons learned/preventative actions. o ew or existing issues for escalation. The Deployment Office will also be available for any ad-hoc queries or escalations at any time during normal business hours. Copyright 2017 Health and Social Care Information Centre. 19

20 TACO Engagement CSPs will be required to complete and submit a TACO Engagement Template to initiate an engagement process for a tranche of migrations. For example, a single migration engagement request would be required to cover all services included within an awarded Aggregated Procurement. Engagement requests are to be submitted to the following address: Template TACO Engagement Template mailbox bth.pmo@bt.com The engagement template requests information including: Geographic region; umber of services in scope (Ethernet and DSL); and Short precis of requirement. Subsequent engagement will include: TACO Programme Shall provide information on existing services, appropriate migration templates and commence the planning of bespoke and complex migrations. This will commence five working days after the CSP has submitted a TACO Engagement Template. Planning for subsequent migrations can start by contacting the TACO Programme or submitting a migration request at any point after the TACO Engagement Template has been submitted (for the avoidance of doubt, only one form is needed). Suppliers shall also be provided with credentials to access the BT Migration Request Portal (two per Supplier) and a dedicated phone PI number during their first contact with TACO. CSP Liaison Management Project Manager Shall be appointed for each CSP to support migration planning, scheduling and implementation tracking activities. They will be available two months in advance of the first migration month (relating to each tranche detailed in the TACO Engagement Template). Further information on TACO engagement is detailed within the CSP Engagement and Transition Information Pack (reference #1) Points of Contact In addition to their Customers, each CSP is required to engage with the HSC Deployment Office and TACO Programme for migration. Two points of contacts will be available for each CSP actively involved in migration: Party Contact Engagement HSC Deployment Office A HSC Migration Co-ordinator (dedicated point of contact) will be nominated for each CSP to support forecasting activities and for escalations. To be agreed based upon CSP requirements. Preference for fortnightly checkpoint meeting at minimum. Copyright 2017 Health and Social Care Information Centre. 20

21 Party Contact Engagement TACO Programme A CSP Liaison Manager (dedicated point of contact) will be provided from the Transitional Assistance for Continuing Orders (TACO) team. To be agreed with the CSP Liaison Manager based upon CSP requirements as well as volume and complexity of migrations. It is anticipated that each CSP will nominate an appropriate Point of Contact for the Deployment Office and TACO Programme. However, communication and engagement will not need to be restricted by this individual Reporting Each CSP is required to provide three reports to HS Digital as detailed below: Report Requirement Frequency CSP Order Report CSP Inventory Report CSP Invoice Details all additions and changes to the HSC network, as they become known i.e. in advance of implementation. Enables migration forecasting and tracking activities. Full dataset of all HSC services. Enables migration tracking activities and maintenance of HSC service/estate database. A consolidated dataset of all financial transactions relating to the HSC network. Enables financial accounting and reporting processes. Daily/Weekly * Weekly ** Monthly * Frequency is dependent on volume of active migrations. ** Once all migration activities are complete, frequency may be reduced in line with a fall in change activity. The content and format of the reports are defined in the HSC CSP Data Reporting Requirements (reference #2) document. Reports are to be submitted by to the HSC Programme. Please refer to Section 0 for a process model on CSP reporting Escalation Management The Deployment Office shall provide an escalation route for CSPs that experience issues with their migration forecasting, planning and scheduling activities. The process will involve: Receiving, logging and assigning a severity to escalations; For standard escalations, engaging the TSP to verify the issue and agree a resolution plan; and For major escalations, forming a major issue management group with representation from affected parties. Copyright 2017 Health and Social Care Information Centre. 21

22 Escalations will be categorised as major or standard which will follow different processes. A pre-defined major issue group will be immediately formed in the event of a major escalation being raised. This will include representation from HSC, TSP and CSPs as appropriate and seek to obtain an understanding of the issue as well as agree a resolution plan. Major issues are those that are considered to have an impact to a clinical organisations operational service or significant financial or time impact to migration. All other escalations will be treated as standard and will involve a resolution plan being agreed with affected parties. Please refer to Section 4.9 for a process model on escalation management. Please note that: Issues involving TACO are dealt with directly in the first instance; Consumer related issues are dealt with directly as per agreed contracts; A different escalation channel is available for Consumers to raise issues directly to the HSC Programme (via their Regional contacts); and Support for matters relating to HSC Compliance and day-to-day service delivery and/or operational issues (post migration) will be dealt with by HSC Compliance and Service Delivery points of contact respectively Migration Preparation Once a CSP has secured new HSC business, to prepare for migrations, they will be required to complete the following tasks: Submit an initial engagement request to the TACO programme; and Incorporate the in-scope services within forecasting (as part of Order reporting) CSP Migration Forecasting This section provides further information on the migration forecasting activities that CSPs are required to perform. Entry Criteria HSC Service Contracts and/or Orders The CSP has secured new HSC Business and signed contracts that will lead to ordering of new connectivity services and requirement to migrate. Please refer to Section 0 for a process model on CSP reporting Forecast Periods CSPs are required to provide a forecast of anticipated migrations to feed the HSC holistic migration forecast, drive processes including resource mobilisation and ensure they are able to migrate as per Customer agreed plans. This forecast is to be provided once a CSP has been awarded new business, planning the transfer of services and is to cover two periods: Copyright 2017 Health and Social Care Information Centre. 22

23 Planning Period A complete view of all anticipated service transitions based upon successful procurement and service delivery plans as far in advance as possible; and Order Period Confirmed migrations, by template, for the next seven months (inclusive) based upon firm order confirmation delivery plans. Migration Forecasting: Planning Period CSPs are asked to provide a forecast of all migration activities as far in advance as possible based upon their plans and engagement with Customers. This is required to create a holistic view across all CSP activities, identifying peak periods and inform CSPs so that they can plan accordingly. For example, if a CSP is awarded an Aggregated Procurement, the migration plan produced during that procurement can be used to generate an initial forecast to be submitted to the Deployment Office. The CSP can then refine and update their forecast on a rolling basis as due diligence activities are completed and new services ordered, complying with the Lockdown Period. Migration Forecasting: Order Period CSPs are required to confirm the anticipated migrations, per template, for the next seven months. This will be locked at five months under the TACO Rolling Forecast and used to confirm each CSPs allocation. CSPs will be committed to keeping to their allocation once the forecast is locked. Figure 8 below provides an example of the migration forecasting process associated with a large scale procurement project. In summary: After contract signature, the CSP commences normal order receipt and due diligence processes that results in an order with target delivery date; Based upon the implementation plan (at contract signature), the CSP is able to forecast a planned migration month six/five months in advance; The forecasted month can be refined based upon new information once due diligence activities are completed to reflect order confirmation dates; The CSP can work with TACO to perform migration planning and scheduling activities to book a specific migration slot when required. Figure 8: Example migration forecasting model M1 M2 M3 M4 M5 M6 M7 M8 M9 M10 Contract Signature Order Receipt / Due Diligence Order Lead Time ew Service Ready CSP Allocation Migration Forecasting Forecast Planned Date (Month) Migration Planning / Scheduling Scheduled Date Copyright 2017 Health and Social Care Information Centre. 23

24 Forecast Reporting CSPs forecast are to be provided to the HSC Programme by CSP Order reporting as described below. Reports are to be submitted in the format defined in the CSP HSC Data Reporting Requirements (reference #2) via HSC SharePoint. In summary: Each CSP shall submit their forecast by uploading it to their designated folder on the HSC SharePoint (user accounts will be pre-provided during initial engagement with the Deployment Office). The report will be picked-up and processed by the Deployment Office and input into the holistic forecasting process. In the event that a CSP forecast cannot be accommodated, the CSP will be contacted directly (as detailed below). If the CSP is not contacted, they should assume it has been loaded and processed as normal and this can be verified during scheduled checkpoint meetings. CSP migration forecasts will be checked to ensure they are appropriate and that they have a high probability of being achieved. This is to deter some Suppliers over-forecasting and prevent other Suppliers from using those migration slots. Due diligence checks will be performed against the service identification number (SI) to confirm there is no duplication, the legacy service is in scope and the Consumer organisations. Where the forecast includes migrations for which a corresponding order has not been raised, the CSP may be required to provide further information to the Deployment Office. This will be requested via the routine checkpoint meetings that will be established. Please refer to Section 4.3 for a process model on CSP forecasting CSP Allocation Confirmation Each CSP will be advised of their allocation of migration slots by the HSC Deployment Office during their ongoing engagement. This will normally align to their forecast except where prioritisation has occurred. In the event that a CSP forecast cannot be accommodated, most likely as they ve requested additional slots than previously planned, the HSC Deployment Office will contact them within two working days of receipt of the revised forecast report. At this point, the Deployment Office will be on hand to support the CSP with amending their forecast and managing the impact to implementation plans Migration Prioritisation In the event that total forecast of service migrations exceeds 750 in any migration month, the Deployment Office shall operate two processes based upon the point of time the forecast is received: Pro-active demand management Assess the holistic forecast, developed based upon CSP forecasts and Advanced Forecasts, to pro-actively identify months where Copyright 2017 Health and Social Care Information Centre. 24