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Study Leave Requirements Documentation
Purpose
The purpose of this document is to identify the requirements for leave management functionality required by Health Education England (HEE).   
 
Background 
HEE uses leave management functionality to manage postgraduate doctors and dentists in training requiring study or exam leave.  HEE wishes to identify a system to provide similar functionality to maintain business activities from 1st April 2019 onward. 

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  • We would like the supplier to aim to provide their Access Control process (security Requirements; data and system access, Authentication and user access role?) and access to the 24 hours a day, 365 days a year, with core system availability (uptime) between 08:00 – 18:00, Monday to Friday.
  • We require regular system back up's to be taken and for these to be restorable should there be a need to restore data
  • A full supplier's Business continuity and disaster Recovery plan is in place that aims to restore services promptly.

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  • To provide user support through the means of either email, online ticketing and phone. Phone support services should be available between core office hours, 09:00 – 17:00.
  • Admin/User to have sight of Forward Schedule of Change and outages during releases; defects/bug fixes and Maintenance changes that will impact the Live service.
  • Admin/User to be aware of Incident, problem and complaint process.
  • Admin/User to be aware of Escalations process/Matrix identifying all escalation points and their contact details; Level 1,2 ….
  • We would like to see supplier's Performance Monitoring system, Critical Success Factors (CSFs) and Key Performance Indicators (KPIs) that the supplier has put in place to manage and maintain the service.
  • We would like to see supplier's capacity metrics put in place with supplier and supplier provide capacity report.
  • We would want to see put in place Business Relationship Management.
  • System Demo and Manual
  • Service Level Requirements (SLR)- Operating Service Level should be in place in order to measure performance. The SLR should outline some of the following as agreed with HEE:
    1. Availability Management-  to reflect maintenance plan, Hours of operation, location etc
    2. Performance Management - System Response Times, Processing time, query and reporting time
    3. Capacity Management - Volumes, scaleability, number of users, concurrent users etc
    4. Security Management - User access, Data and system access, authentication, User Access Role etc
    5. Service Desk
    6. Change/backup and recovery Management 
    7. Incident Management
    8. Problem ManagementReporting

Accessibility

  • That best endeavourers are taken to meet the standards identified by the Web Content Accessibility Guidelines (WCAG) 2.0.

Independence of software

  • We do not seek a reseller of software/services.

ISOs certificated?


Standard Study Leave Process Flow Steps

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