EMIS Web Connectivity Maintenance Support Service 2026-29

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    "description": "EMIS Web Connectivity Maintenance Support Service( Provided by Optum):\nThe Connectivity maintenance support service provides support for the EMIS WEB GP Practices with a Local Server (non-clinical) known as a Spoke server (a locally based server used as a software patch repository, local AD, DNS, DHCP, file \u0026 print server, ). The service is aimed at organisations that are benefiting from a server that has an internal tape backup device\nUnlimited telephone and online portal support and engineer call-outs (relating to the practices local server)\nSupport for the connection of the current Local Server to the Network and the EMIS Web Clinical Software (where applicable) this includes fault diagnosis and initial configuration.\n4 hour on-site engineering response\nRestoration and support of the Local server that connects to the Hosted system\nRemote and on-site support for the Local server\nLoan equipment available\nRemote monitoring, early warning and fix via DATTO, DATTO and AD\nUser administration - where required\nReplacement parts\nRemote and on-site backup support\nAdditional Add-on Service:\nAdditional remote and on-site hardware support of the desktops, laptops, script printers, label printers, colour printers and scanners located in EMIS WEB GP Practices. This includes the management of an ICT estate of 17,585 devices across the 232 practices ensuring that the hardware receives the necessary patching and security upgrades to ensure ongoing compatibility with the EMIS WEB system and compliance with Cyber Security obligations. The supply and installation of ICT Hardware replacement consumable parts that are outside warranty also comes under this remit.\nThe Service Desk configures, on request, controlled access to shared network resources and provides full support for user profiles on the Local Server. The Service Desk will, where appropriate, take ownership of all user account management services. This includes the creation of new user accounts, the amendment of user account details, the removal of redundant accounts and fault diagnosis.\nWindows Software Update Services (DATTO)\nMicrosoft Windows Servers are \"self healing\" operating systems. Patches are released the second Tuesday of each month to correct security vulnerabilities. Optum ensures compatibility of these patches with all supported solutions by testing all Microsoft patches, critical updates and service packs to be distributed via DATTO in a controlled environment and then hosting an approved list of updates on a dedicated DATTO server which the GP Practices Local Server is configured to update from.\nSimple Network Management Protocol (DATTO)\nOptum provides pro-active monitoring via Microsoft \u00ae DATTO service for your Local Server. This is used to monitor devices for conditions that warrant administrative attention. This includes, but is not limited to:\nHard Disk problems\nServer Security Alerts\nLow Disk Space Alerts\nThis system enables Service Desk to receive early warning of problems and locate and correct errors on the Local Server before they become serious. The alerts are monitored and actioned by the Service Desk often without any GP Practice intervention. Where errors cannot be resolved remotely, Engineer visits are arranged so that the appropriate remedial action can be performed.\nSilent Patch\nTo complement the above, Optum utilises a bespoke transport mechanism to distribute and install any patches not covered by DATTO. This software is used for the distribution of third party products, non-critical Microsoft patches and other infrastructure software.\nAlong with the update facilities this software provides, we will also be able to install an inventory tool that will allow us to record computer hardware details such as hard drive size, amount of RAM, Windows version and more. This in turn allows the Service Desk and Administration departments to offer a more complete and quicker service.\nService Advisories\nThrough a combination of ESP and DATTO, Optum proactively monitors and installs any service advisories released by computer hardware vendors to maximize the functionality of your Local Server. These advisories may include driver updates, configuration changes and other recommendations to aid in the longevity of the server.\nBackup Support\nThe Service Desk will provide diagnostic and repair services for the Local Server, providing it has a remote connection. EMIS Web clinical systems are designed to backup daily the clinical data, including attachments and word documents, to the internal tape drive on the surgeries clinical server.\nEMIS Web Backup Solution (excludes Veritas BackupExec licence fee)\nEMIS Web backup uses either Veritas BackupExec (encrypted solution). This can be installed remotely by the Clinical Backup and Data Security Team or can be installed by an Optum Engineer on site. The backup log file is then integrated into the clinical system and reports to the GP Practice the success or otherwise of the previous night\u0027s backup.\nOptum will fully configure your system to perform a nightly backup.\nOptum will configure your system to report on the status of the nightly backup.\nAny backup failures will be reported automatically directly back to Optum.\nOptum provide an encrypted backup which includes a regular tape validation service.\nOptum provide a temporary encrypted network backup in the event of a hardware/software failure.\nWhere connectivity allows the Service Desk provides remote diagnostic services using backup device manufacturer approved tools to interrogate backup hardware and analyse cause of failure following reported backup failures. In the case of hardware failure replacement parts and an Engineer is requested to carry out repairs. Remotely instigated test backups will be carried out as required during diagnosis and, if required, a network backup to a suitable device within the GP Practice\u0027s Location will be configured until such time as a tape backup is functioning again.\nIn the event a GP Practice experiences recurrent backup failures, the Backup Support team employs a \u0027Continuity of Support\u0027 protocol. This process facilitates investigations into such recurrent backup failures by allowing one Support Consultant to take ownership of a GP Practice\u0027s issue, thereby maintaining a focused approach to the status of the issue, and a clear GP Practice / support link.\nOn-Site Fault Repair\nComplete parts and labour cover is provided for repair of the Local Server and UPS, desktops, laptops, script printers, label printers, colour printers and scanners which are within the manufacturer warranty period. For those devices outside of the warranty period, there will be a charge for the replacement parts only but labour costs will be covered within this service.\nAll engineers are trained internally and by manufacturers this means that they are able to process warranty repairs with no additional charge, and because all engineers are employed directly by Optum, they have the skills to perform any application or data reconfiguration. To the GP Practice this means that all the work required is performed by one person from one organisation.\nAs part of the deployment process, the engineer is made aware of the issues at the GP Practice premises before his arrival. Upon arrival the Engineer will introduce themselves, explain what they will be doing, the effect on GP Practice, and negotiate room access. Once the work has been completed the Engineer clears the call verbally with Head Office, arrange for additional work to be completed if required via head office and produce a detailed report which is saved centrally at Optum. The GP Practice will then receive a follow-up call from the Service Desk to agree closure of the Incident.\nThe service is not intended to be used as an upgrade path for old equipment, and if deemed Beyond Economic Repair by Optum, Optum will at its discretion replace the item with one of similar specification. Optum has engineers based around Northern Ireland, as deemed necessary by Optum an Engineer will be deployed to visit a client in order to rectify any outstanding issue. Our logistical services department will provide the replacement parts where required, these will be either sent direct from our own extensive stock or direct from an approved supplier.\nOptum will provide on-site service, remote telephone support and fault diagnosis, unit exchange or return to workshop repair facilities, as it considers appropriate.\nIn the event of a failure of maintained hardware a full repair will constitute:\nReplacement of any defective hardware using replacement parts that are new or of equivalent to new performance. Replaced parts will become the property of Optum.\nReloading of the Operating System.\nReloading of the Standard Applications.\nRe-establishment of the Network Connection.\nLoan Equipment\nIn the unlikely event our engineers cannot repair the equipment on site, Loan Equipment of similar specification or higher, may be provided subject to availability as an interim measure.\nDiminishing requirement of this Service\nFrom June 2026, these 232 EMIS Web GP Practices will begin to migrate to the BSO ITS Virtual Desktop Infrastructure environment in the HSC datacentre and will be switched over to the HSCNI network and a single HSCNI domain.\nAt the point of migration, the physical server in the GP Practice will be no longer operational, the desktops will become HSCNI managed devices and will act as a portal to a virtual desktop in the HSC Datacentre in Northern Ireland. From the date of the practice migration to the virtual environment, the EMIS Web Connectivity Maintenance Support Service and the Add-on Service will no longer be required.\nThe migrations will proceed at a rate of 2 migrations per week and fully complete in 2028\u200b",
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    "procurementMethodDetails": "Direct award",
    "status": "complete",
    "title": "EMIS Web Connectivity Maintenance Support Service 2026-29"
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