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 Supply, Maintenance and Support of Medical Technology

Contents
Executive Summary ........................................................................................................................... 4
Introduction ...................................................................................................................................... 5
Problem statement ........................................................................................................................... 6
Medical Technology PROBLEMS IN ORGANISATIONS .......................................................... 6
Strategic fulfillment pressures ............................................................................................... 6
Monitoring outsourced Medical Technology services ........................................................... 7
Data integrity problems ......................................................................................................... 7
GENERAL Medical Technology PROBLEMS .......................................................................... 8
Skills challenges ...................................................................................................................... 8
High Medical Technology costs .............................................................................................. 8
Limited ability to harness Medical Technology competitive advantages .............................. 8
Possible solutions .............................................................................................................................. 9
Operational support ............................................................................................................... 9
Strategic support .................................................................................................................. 12
Financial aspects .................................................................................................................. 12
Products and services ...................................................................................................................... 13
OPERATIONAL SERVICES ................................................................................................... 13
STRATEGIC SERVICES ........................................................................................................ 14
Benefits and advantages forclients .................................................................................................. 15
Target market ................................................................................................................................. 15
Approach and Methodology ............................................................................................................ 16
INITIATION ....................................................................................................................... 17
PLANNING AND DESIGN.................................................................................................... 17
EXECUTING ....................................................................................................................... 18
MONITORING AND CONTROLLING .................................................................................... 18
CLOSING ........................................................................................................................... 19
DELIVERABLES .................................................................................................................. 19
EXCLUSIONS ..................................................................................................................... 20
PROJECT DEPENDENCIES, CONSTRAINTS ANDASSUMPTIONS ............................................ 21
The Project Delivery Team ............................................................................................................... 21
SUPPORT ENGINEERS ........................................................................................................ 21
Project Costing ................................................................................................................................. 21
FIXED COST RECOVERABLE ................................................................................................ 21

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AD HOC CONSULTING RATES ............................................................................................ 21

After Hours ........................................................................................................................... 21
Subsistence and Travel......................................................................................................... 21
Call Logging .......................................................................................................................... 23
Escalation Procedures .......................................................................................................... 23
Corrective Action Requests (CAR) ........................................................................................ 23
Previous and Current Clients ............................................................................................... 24

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Executive Summary

Njilo Technology Systems (NTS), a comprehensive Medical Technology consultancy and

support services firm proposes to offer Medical Technology Managed Co-Sourced/Out-
sourced Services to North West Department of Health (NWDOH) to develop their
Medical Technology department capacity, manage and keep minimal Medical Technology
costs, benefit from Medical Technology innovation and facilitates Medical Technology
services turnaround amongst many other benefits. NTS will partially or fully takeover the
management of Medical Technology and Medical Equipment Sections and provide
agreed solutions at competitive rates.

Medical Technology Managed Services and

Support involves the service provider who
will partially or fully takes charge of specified
Medical Technology operations at agreed
costs and time frames and the client who
gives the services provider this control.

Njilo Technology Systems (NTS) is a

professional Medical Technology solutions
firm whose services include Medical
Technology Managed Services.

North West Department of Health Medical

Technology requirements that can be met
through Medical Technology Managed
Services and Support including pressure areas
to achieve the hospital’s strategic Medical
Technology goals. Medical Technology audit
preparedness amongst others.

NTS will provide both operational and strategic services to the hospital.

Benefits and advantages for NWDOH may include;

 Access to a specialised, highly skilled team of Medical Technology experts

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 Cost optimisation on Medical Technology services

 Strategic support on Medical Technology matters
 Operational support that includes more than 30 network, software and
hardware services
 Increase of an organisation’s Medical Technology work capacity
 Skill transfer to client organisation’s staff
 Ability to take advantage of Medical Technology innovations
 Data and systems’ security and integrity
 Advice and support on trending Medical Technology opportunities
 Quick service turnaround on repairs and maintenance
 Medical Technology Audit readiness preparation
 Management of Medical Technology risks

A project team made up of highly qualified support engineers will be provided for
onsite and offsite support services.

Introduction
The concept of Managed Medical Technology services and support is one of the several
Medical Technology capacity development solutions that organisations are turning to in the
face of Medical Technology operational and strategic challenges. Medical Technology
Managed Services and Support involve a service provider who partially or fully takes charge
of specified Medical Technology operations at agreed costs and time frames and the client
who gives the services provider this control. Virtually all Medical Technology services can be
managed but organisations generally appoint external manager as a result of noted
deficiencies in internal Medical Technology teams and as a result of costs.

Njilo Technology Systems (NTS) is a professional Medical Technology solutions firm whose
services include Medical Technology Managed Services. NTS offers both public sector and
private sector organisations with comprehensive managed services through a team of
highly-equipped Medical Technology professionals. NTS services include hardware,
software and network support as well as strategic support.

NTS proposes the use of its managed services as a solution to high Medical
Technology costs, Medical Technology skills shortages, low Medical Technology
innovation drive and many other challenges being faced by organisations.

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Problem statement
As a new establishment, North West Department of Health may require a list of
Medical Technology items and activities that may be combined into Medical
Technology Managed Solution that is specific to current needs and building to
future developments.

Medical Technology PROBLEMS IN ORGANISATIONS

Strategic fulfillment pressures
The successes and failures of organisations are measured against ultimate strategic
Medical Technology objectives. Strategic objectives are expected to record progress
on the following;

Developing adequate Medical Technology organisational infrastructure

Development of Medical Technology systems that support internal work flow
Enhancement of Medical Technology accessibility to all
departments
Adoption Medical Technology innovations supporting growth
Integration of internal service delivery systems with Medical Technology

Like most Medical Technology challenges discussed in the section below, Medical
Technology expertise, limited Medical Technology capacity and high Medical Technology
costs have been cited as major hindrances in organisational Medical Technology strategy
implementation.

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Monitoring outsourced Medical Technology services

Companies have resorted to hiring external companies for Medical Technology support
services as a result of capacity challenges. However, outsourced services bring in new
problems of their own such as poor workmanship. As such there is a need for Medical
Technology internal divisions to monitor external service providers and contract
management matters. This brings in challenges where internal departments have to monitor
processes that might be beyond their comprehension or that may require a lot of time and
effort that may not be immediately available. This creates situations where organisations fail
to get value for money for hired services.

Data integrity problems

Integrity refers to the degree of data accuracy, timeliness and relevance. Effective database
implementation and management as well as linkages of databases to various manual and
electronic data processing systems used by organisations has proven to have a lot of flaws.
Poor systems integration is the major cause of data integrity compromises and can result in
fraud, unending customer complaints and revenue loses.

There is need to clean databases and to effectively integrate these with other data input
and output systems. While companies have the capacity to do this, the regularity with
which such exercises must be carried out might easily strain internal Medical
Technology departments.
Furthermore skills challenges and costs also come in as additional constraints.

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GENERAL Medical Technology PROBLEMS

Skills challenges
Business organisations in general also face massive skills challenges that make it difficult for
them to implement their Medical Technology strategies. The skills constraints of interestare
high skilled staff turnover, high costs of skills retention and development and unavailability
of certain skills within their Medical Technology teams.

High Medical Technology costs

Municipalities and private sector organisations face ever-increasing Medical Technology-
related costs. These costs are categorised as:

Medical Technology labour costs

Medical Technology
consultancy costs
Medical Technology
infrastructure
Repairs and maintenance costs
Training and development costs
Research costs

As organisations attempt to save costs, the risks they continue to incur include loss of
business opportunities, loss of skilled labour, limited innovation and degradation of
infrastructure. Organisations end up incurring these risks as a result of capped budgets that
require them to operate within certain limit.

Limited ability to harness Medical Technology competitive advantages

Information and communication technology effects enable organisations to get ahead of
the competition by creating innovative competitive opportunities. However, the ability to
create such advantages is often limited in most organisations due to lack of technical
knowhow.

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Possible solutions
Njilo Technology Systems offers solutions on both an operational and a strategic level.

Operational support
Operational support will be provided to address common operations-related challenges
that may develop. These are;

Capacity challenges
These are imposed by the relationship between what may be included in the development
phase of Medical Technology team sizes and the number and magnitude of operations they
are scheduled or expected to successfully execute. Most Medical Technology departments
are overloaded with responsibility. Most of their responsibility are related to internal
Medical Technology service provision.

Njilo Technology Systems (NTS) managed systems solutions aims to relieve The
Department of Health and its Medical Technology team of some of the responsibilities
and assisting in playing a role in developing operational systems.

Skills challenges
The Medical Technology discipline has expanded far and wide in terms of skills and
specialisations. Specialisation as a trend has grown due to the need to develop a highly-
powered professional who is masterful of all the elements. The disadvantage of
specialization to organisations is that many professionals of different specialities are now
required to successfully run an Medical Technology division. NTS, as a diversified Medical
Technology firm is able to provide various specialists as per required situations better
than both public and business corporations.
NTS is also able to provide skills to remedy skill-deficient sections of Medical Technology departments.

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Strategic support
Njilo Technology Systems will assist NWDOH in fulfilling Medical Technology-related strategic
mandates imposed by the shareholders and other interested parties.

This support will include the operational support discussed above and strategic planning,
implementation, monitoring and evaluation services.

Strategic support will enable NWDOH to;

Take advantage of developing innovations

Create income opportunities for the hospital through Medical Technology
Developing adequate Medical Technology infrastructure within the
hospital
Enhance Medical Technology accessibility to all end-users
Adopt Medical Technology innovations supporting growth and new
Medical Technology trends
Integrate service delivery systems with Medical Technology

Njilo Technology Systems will present researched and detailed proposals on the strategic
support aspects above, each tailored to the specific situation of North West Department of
Health as an organisation.

Financial aspects
The financial aspect of the proposed deal is based on the need to optimise limited financial
resources amongst various Medical Technology needs. NTS will present a detailed plan showing
how best theavailable limited financial resources can be used to attain the most critical Medical
Technology requirements. The financial constraints aspects includes the development of an
operational plan that ensures that organisations minimise opportunities lost as a result of money
matters.

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Products and services

This section looks at the actual products and services that will be on offer to private and
public sector enterprises as part of the solution to discussed problems.

OPERATIONAL SERVICES

The Medical Technology Managed Services and Support will support the following operations:

Complete management and support of Active Directory infrastructure

Travel to all locations and sites connected to a particular switching centre when so
required to attend to faults and service request.
Provide support to the clients/ users with regard to all the Medical Technology related
problems, faults and request
Advising the The Department of Health client/ User on the optimal use of Medical Technology
resources
All servers have our comprehensive BIT Monitoring agent installed. The agent provides
automated daily server and network checks at 6am, automated every 15 minutes,
automated tasks to perform housekeeping and take remedial action, asset tracking and
remote control.
Remotely attend to faults and request via telNWDoHone and an approved remote tool
Implementation, installation, upgrading and technical support of software, operating
systems and system software packages on PC and file servers.
Implementation, installation, upgrading and technical assistance of commercial of the
shelf software on PC’s and file servers, with the emphasis on Microsoft products
Set up and configuration of network connectivity and connection of users to the network
services
Technical support with regards to access, system availability, backup and restore
procedures, optimisation, virus control, disk space and other Medical Technology related
problems experienced
Provide LAN and desktop support to clients to ensure continues systemavailability in line
with service level agreement

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Quality assurance of cabling installations

Installation and configuration of LAN related hardware and software
To build and maintain client and stake holder relationships to retain business as well as to
ensure improved customer satisfaction, troubleshooting and resolution of LAN wired and
wireless equipment such as switches, servers, access points, workstation and peripherals
Configuration of Municipal Desktops, Laptops and all Medical Technology peripherals
Monitoring and evaluating adherence to IT policies and procedures by Municipal IT services
consumers
Supporting and promoting appropriate network management implementations
Testing IT environment for security vulnerabilities
Transferring skills to nominated organisational officials
Providing management reports
Management and escalation of warranty repairs to other suppliers of hardware and
software

STRATEGIC SERVICES

Njilo has the capacity to also assist organisations deal with Medical Technology Governance issues.

Assist implement minimum Medical Technology Governance requirements e.g.

IT Oversight committee
IT Steering committee
IT Risk Management Framework
IT Change Control Framework
Development and implementation of Medical Technology
Policies and procedures
Development medium term Medical Technology strategy
Development of Disaster Recovery and Business
Continuity Plans

Other non-governance related strategic services are:

Innovation plans
Medical Technology change
management
Medical Technology strategic planning
Integration of organisational strategy with Medical Technology strategy
Skills development Plan

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Benefits and advantages for clients

Njilo Technology Systems’ clients can expect the following benefits from our Medical
Technology Managed Services:

Access to a specialised, highly skilled team of Medical Technology experts

Cost optimisation on Medical Technology services
Strategic support on Medical Technology matters
Operational support that includes more than 30 network, software and hardware services
Increase of an organisation’s Medical Technology work
capacity
Skill transfer to client organisation’s staff
Ability to take advantage of Medical Technology
innovations
Data and systems’ security and integrity
Advice and support on trending Medical Technology opportunities
Quick service turnaround on repairs and maintenance Medical
Technology Audit readiness preparation
Management of Medical Technology risks

Target market
Njilo Technology Systems’ Medical Technology Managed Services and Support
are designed for:
Private sector organisations
Institutions
Municipalities
 Metropolitan
 DistrMedical Technology
 Local

Government and State-owned enterprises (SOE)

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Basically the services are designed for:

Organisations with complex Medical Technology needs

Organisations with huge volumes of Medical Technology infrastructure
New organisations that may not be able to fully-managed their own Medical
Technology systems
Organisations facing Medical Technology challenges and constraints

Approach and Methodology

Njilo Technology Systems has a project delivery structure with specific processes that will
provide the optimum Medical Technology Managed Service delivery solutions to
organisations. Njilo Technology Systems has a customised the approach and methodology
discussed below:

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INITIATION

Project initiation phase shall include:

Receiving appointment letter from and organisation

Accepting the appointment
Negotiating and signing of the contract
Obtaining an official organisational requirements (orders) for the first year
Preparing and obtaining signoff of the Service Level Agreement

Organisational research

Since organisations are different, no single Medical Technology Managed Services and
Support solution is appropriate for all businesses. In order to determine the unique
individual needs of an organisation, a thorough information gathering exercise should be
conducted. This will include;
Hardware, software and network systems analysis
Organisational objectives in relation to how they are affected by Medical
Technology structures
Existing Medical Technology plans and policies
Targeted Medical Technology achievements
User skills, requirements and capacities
Costs, other specifications and timeframes

The research methodologies will involve document analysis, interviews, and observation.

PLANNING AND DESIGN

This phase comprises of developing a project plan, project charter and/or project scope in
writing, outlining in detail the work to be performed. During this phase, priority is given to
work and resource scheduling, establishing project structures, roles and lines of
communications. This shall entail:

Developing a project management plan

Convening a kick-off meeting where the plan is tabled to the Local Client
Establishing project structures and agree on roles and responsibilities
Establishing and agree on communication and reporting lines, format and
frequency

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Assessment of existing Medical Technology infrastructure to establish the baseline (once

off)

Continual assessment of Medical Technology services

Re-planning for service improvement based on continual assessments

EXECUTING

This phase involves the actual delivery of the mandate by the project team. The following
shall constitute the elements of this phase:

Assignment of roles and responsibilities to project team members

Maintaining a help desk tool
Responding to incidents and requests logged on the help desk
Escalating incidents and requests that require organisational client intervention
Performing weekly and monthly backups as per the approved backup policy
Performing health checks on servers and network infrastructure
Performing preventive maintenance on servers and desktops
Compiling and presenting progress reports
Implementing IT internal controls for both logical and physical access to Medical
Technology infrastructure

MONITORING AND CONTROLLING

In this phase, the project manager will compare project delivery status and progress to the
service level agreement, as resources perform the scheduled work. During this phase, the
project manager may adjust schedules to keep the project deliverables on track subject to
prior approval from an authorised hospital official.

Most importantly, the activities of this phase will involve:

Reviewing project performance against agreed service levels

Convening monthly service level review meetings
Implementing automated monitoring tools to provide early warning signs and
proactive problem resolution
Reviewing backup logs, health check reports and preventative maintenance reports
Making recommendations for continuous improvement
Monitoring adherence to internal controls (policies and procedures) and reporting
exceptions
Attending meetings when called for by the Client
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CLOSING

Once the contract has ended, Njilo Technology Systems will:

Compile and present a project closure report which will reflect:

 Snap shot status of the Medical Technology environment as at expiry of contract
 Any outstanding Medical Technology initiatives that would still need to be pursued
 An Medical Technology asset register
 Recommendations for continuous improvement
 An evaluation highlighting project success and/or learns from project history
Once the closure report has been accepted by the client, the project closure report
will be signed off
Any assets and facilities utilized during the execution of the project will be handed
over to the Client

DELIVERABLES
The following has been included in the scope of this project:

Establish a clear support plan for onsite and offsite

Establish a help desk methodology and tool for use for the duration of the
contract
Produce management reports and present them at service review meetings
Provide onsite and offsite support as per the agreed service levels
Monitor and report on security vulnerabilities and non-adherence to policies
and procedures by end users of the hospital’s Medical Technology
infrastructure
Establish and implement a skills transfer programme for Medical Technology officials

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EXCLUSIONS

THE SCOPE OF THE ICT MANAGED SERVICES AND SUPPORT WILL DEPEND ON THE SPECIFIC
REQUIREMENTS OF EACH ORGANISATION. THE SERVICES PROVIDED CAN BE EXPANDED
BEYOND THE MENTIONED SCOPE PROVIDED THAT NJILO TECHNOLOGY SYSTEMS HAS THE
TECHNICAL CAPACITY TO PROVIDE THESE SERVICES.

DESCRIPTION HRS/KM/DAYS RATE NET PRICE

Accommodation (services in remote branches) E… E…

Server, switches, routers’ support and emails E… E…
Desktop and network support and management E… E…
Project management and help desk E… E…
Medical Technology Governance and trainings
Total E…

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PROJECT DEPENDENCIES, CONSTRAINTS AND ASSUMPTIONS

The success of the project is largely dependent on the support and commitment of
organisations’ leadership teams in ensuring that a sufficient level responsiveness is afforded
to Njilo Technology Systems with respect to:

Procurement of hardware and software

Approval for procurement of parts for repair or upgrade of hardware and
software
Approval for procurement of parts for repair network points
Approval for quotations for service requests for excluded services
Attending monthly service reviews and emergency meeting requests
Timely payment of invoices for services rendered

The Project Delivery Team

Njilo Technology Systems will provide a team of skilled resources to support the
executionof the project. Below is the proposed project governance structure.

SUPPORT ENGINEERS
Support engineers are resources who manage and maintain servers, switches, router,
desktops, laptops, printers and related software whose activities will include:
1. Assessment of Medical Technology infrastructure and providing assessment reports
2. Training Municipal end users on the use of the help desk call logging tool and process
3. Attending to incidents, problems and requests logged on the help desk
4. Maintaining a Medical Technology asset register
5. Performing weekly and monthly backups as per the approved backup policy
6. Performing health checks on servers and network infrastructure
7. Performing preventive maintenance on servers and desktops
8. Maintenance of Windows Server Update Services (WSUS) and antivirus
9. Travel to all locations and sites connected to a particular switching

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Project Costing
Our costing model is based on the activities required for providing an Medical
Technology Managed Services to the client.
FIXED COST RECOVERABLE

The cost of rendering the monthly Medical Technology Managed Services and Support
shall be fully recoverable at a fixed tariff per month/ per institution exclusive of VAT
perallocated by Client.
AD HOC CONSULTING RATES

DESCRIPTION HOURLY RATE

Server , switch and router engineer E…

Business Analyst E…
Desktop and network points support engineer E…
Project management E…
Medical Technology Governance and trainings E…

The ad hoc consulting pricing excludes overtime. Overtime is calculated at 1.5 x hourly
rate for normal overtime/Saturdays and 2 x hourly rate for Sundays/public holidays.

After Hours
After hours for which overtime is applicable is defined as being between 16h00 until
08h00 next day on weekdays, and includes whole days on all public holidays and weekends.

Subsistence and Travel

Travel costs to the clients’ offices for onsite support as per requested service
level are included in the fixed monthly support fees.
Travelling to any other sites is chargeable at the certain rate per kilometre
Where applicable (for requests of support of events and indabas), there will
be different rates;
i. Support engineer consulting per hour or there part of.
ii. Travelling time per hour or there part of
iii. Subsistence per person per day
iv. Accommodation at not more than a 3 star hotel rating

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v. Air travel shall be set at Economy class

The pricing is valid for 14 days and is subject to Njilo’s Standard Terms and Conditions.

Assumptions
The existing documentation on Medical Technology infrastructure will be made
available to the project team
Clients’ representatives will be at a sufficient level and have the required level of
authority to make decisions on matters affecting the delivery of the project
Office space will be provided to the project team at the clients’ premises for the
execution of the project tasks
Internet access and telNWDoHones will be provided
All relevant IT/IM strategic documentation and resources will be made available to
the project team
The Corporate Services Manager will be a resource to provide guidance and interface
with the project team

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ANNEXURE A – CALL LOGGING, ESCALATION AND CORRECTIVE

ACTION PROCEDURES
Call Logging
During normal service hours all calls are reported to the Njilo Technology Systems Service
Management Centre by:

Call logging via telNWDoHone: TBA

Call logging via E-mail: at [email protected]

When logging a call, the following information must be provided:

Organisation
Caller surname
Caller name
Caller tel number
Contact surname
Contact name
Contact tel /cellphone number
Location
Floor and room number
Type of call (problem or request)
Description of the problem/request

A unique reference number will be emailed to the call sender or provided to the call logger
to be used during an enquiry.

Escalation Procedures
Electronic escalation procedures will be programmed into the help desk system to escalate
calls exceeding agreed metrics Njilo technology Systems project manager as well as hospital
representative.

Corrective Action Requests (CAR)

A Corrective Action Request (CAR) is a material defect in the service delivered by Njilo
Technology Systems which could not be resolved through the normal control mechanisms
defined in the Service Level Agreement (whether due to issues of urgency or incapability)
that impinges on the achievement of the business goals of the Client. The CAR may be
initiated by the Client or by any SUPPLIER resource involved with the delivery of any of the
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services supplied by SUPPLIER in terms of the project requirements.

ANNEXURE B – SUPPORTED BASELINE

As part of the SLA the client will have to complete this list of Medical Technology Assets:

Number of Workstations (desktops & laptops):

Number of Servers
Application on Servers :
Switches and Routes:
Number of End-users
Network Points
WiFi Bases and Repeaters

Previous and Current Clients

CLIENT NAME TYPE OF PROJECT AMOUNT YEAR AND REF

Port St Johns Network R 450 000.00 2011-SCM
Local Infrastructure Manager, Medical
installation and Technology
configuration, Manager
after service
support
Medical R 320 000.00 2013-SCM
Technology Manager, CFO
Governance-
Development of
OR Tambo Development of R 650 000.00 2013 Director
DistrMedical Medical Coporate
Technology Technology services,
strategy and Medical
Disaster recovery Technology
Nyandeni Medical R 835 000.00 2014 -Director
Local Technology Corporate,
Client Management Municipal
Services Contract Manager
Amathole Medical R435 000.00 2013/14- Medical
DistrMedical Technology Technology
Technology Governance Manager

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Supply and R 765 000.00 Medical

installation of Technology
network
monitoring
system
Supply of 2015/16
Microsoft Volume R 455 000.00 Medical
license

Nyandeni Local Designing and R 345 000.00 Medical

Municipality upgrading of the 2016/17
Municipal Website
Mhlontlo Network R765 000.0 Medical
DistrMedical infrastructure Technology
Technology upgrade Manager
KSD Local Install solar- R9.7 mil Medical
Municipality powered LED Technology
advertising Manager
billboards in 2019/20
King Sabata
Dalindyebo
Municipality
Supply, R3.7 mil Medical
installation, Technology
management Manager
and 2020/21
maintenance
of a fully
integrated
voice
response
(IVR) and
Medical
Technology
service desk

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