D.6 System Functions The ODH system administrator must be able to create and assign user roles based on modules assigned to end-users. D.7 System Functions The ODH system administrator must be able to create and assign user roles based on system functions assigned to end-users (e.g., data entry, analysis). D.8 System Functions The ODH system administrator must be able to assign security to any data field based on assigned user roles. Functional Requirement 5 The system functions and data fields must be user configurable by a ODH system administrator security role. E.1 System Functions The ODH system administrator must be able to create and update the automated algorithms which updates the status of a case based on case definition. E.2 System Functions The ODH system administrator must be able to add or delete reportable conditions to the system. E.3 System Functions The ODH system administrator must be able to add, modify, or delete questions. Any changes made must be reflected within the variables available for extract in the system. E.4 System Functions The ODH system administrator must be able to add, update or delete dropdown lists in response to questions. Any changes made must be reflected within the variables available for extract in the system. E.5 System Functions The ODH system administrator must be able to configure fields to automatically update based on responses in other fields. E.6 System Functions The ODH system administrator must be able to add case report to reportable conditions. E.7 System Functions The ODH system administrator must be able to update the Help section as changes are made by ODH. E8 System Functions The ODH system administrator must be able to configure business around fields such as
multiple modes of transmission with corresponding epidemiology questions. T.3 Data Components The system must provide an expanded laboratory module that includes expanded laboratory tests and results for non-reportable conditions within an outbreak. T.4 Data Components The system must allow for individual cases to be linked to an outbreak. T.5 Data Components Fields must be available to the status of outbreaks. T.6 Data Components The system must be able to upload data directly into NORS NORS Direct. Functional Requirement 21 The system must meet the needs specific to Human Immunodeficiency Virus (HIV) including but not limited to surveillance, partner services and linkage to care. U.1 Data Components The system must include case management fields for linkage to HIV care. U.2 Data Components The system must be able to add multiple instances of re-entry to services for one person receiving linkage to HIV care services. Functional Requirement 22 The system must meet the needs of case management of pregnant women with acute or chronic hepatitis B. V.1 Data Components The system must be able to identify and hepatitis B positive women for potential perinatal transmission. Tracking must include a field for case status (e.g. active follow up, closed due to (reason). Please see pp. 23-28 of Supplement 4 (data dictionary) for a full listing of perinatal case management variables. V.2 Data Components The system must be able to link positive hepatitis B mothers and their pregnancies, infants, and contacts. V.3 Data Components The system must provide pregnancy management fields, including physician and delivery hospitals, estimated due date (EDD), and birth order. V.4 Data Components The system must be able to print out canned letters for healthcare providers and patients including birth letters, reference letters,
Service Level SLA or SLO Coverage 1 Incident Resolution – Mean Time to Repair (Severity 1 Outages) SLA 24/7/365 2 Incident Resolution – Mean Time to Repair (Severity 2 Outages) SLA 24/7/365 3 Incident Resolution – Mean Time to Repair (Severity 3 Outages) SLA Business 4 Service Availability – Application Availability SLA 24/7/365 5 System Performance & Responsiveness SLA 24/7/365 6 Incident Resolution - Issue Triage, Closure and Recidivist Rate SLA Business Hours 7 User Interaction - Completion of Administrative, Root, DBA, Privileged User Adds/Deletes SLA Business Hours (non-emergency) 8 Security – Security Compliance SLA continuous 9 Monitoring & Auditing – Application Security Breach Detection, Notification and Resolution SLA 24/7/365 10 Job Schedule and Scheduled Reporting Performance SLA Scheduled Hours 11 Operational Process Control & Repeatability – Changes to Production environments SLA Scheduled Maintenance 12 Service Quality – System Changes SLA Scheduled Maintenance 13 Service Timeliness – System Changes SLA Scheduled Maintenance
Reporting Month Monthly Service Report Per Issue Mean Time to Repair (Severity 1 Issues) = elapsed business days for all resolved Severity 1 Issues) ÷ (Total number of all resolved Severity 1 Issues) <= 3 days > 3 days and <= 5 days > 5 days
Reporting Month Monthly Service Report Per Issue Mean Time to Repair (Severity 2 Issues) = (Total elapsed business days for all resolved Severity 2 Issues) ÷ (Total number of all resolved Severity 2 Issues) <= 5 days > 5 days and <= 7 days > 7 days
Reporting Month Monthly Service Report Per Issue Mean Time to Repair (Severity 1 Issues) = Expressed in Hours (Total elapsed time for all resolved Severity 1 Issues) ÷ (Total number of all resolved Severity 1 Issues) <= 24 > 24 hours and <= 48 hours > 48 hours
Reporting Monthly Service Report Per Mean Time to Repair (Severity 3 Issues) = Expressed in Business Days (Total elapsed business days for all resolved Severity 3 Issues) ÷ (Total number of all resolved Severity 3 Issues) <= 5 days > 5 days and <=10 days > 10 days
Reporting Month Monthly Service Report Continuous, 24 hours a day Application Availability (Expressed as a percentage) = (Total Component/Application Scheduled Uptime – Total Application Unscheduled Outages) ÷ (Total Application Scheduled Uptime) Production Environment Greater than or equal to 99.0% Production Environment Between 98% and 99% Production Environment Less than 98%
Managed Services Service Levels: Service Request Responsiveness Prompt response to Service Requests for adds, modifications and deletions within specified timeframe according to urgency or critical nature of the request. This Service begins upon completion of agreed production acceptance criteria and a measurement period as documented in the transition to production plan. Formal submission of Service Requests will be made by the State Project Manager or designee. Tier 1: Adds, modifications or deletions that are critical to the operation and elements of the solution Tier 2: Adds, modifications or deletions that are semi-critical to the operation and decision-making elements of the solution Tier 3: Adds, modifications or deletions that are not critical to the operation of the solution to the operation and decision-making elements of the solution Measurement: Service Request Elapsed Time will be will be measured from the time the State submits a Service Request to the point in time the Contractor demonstrates completion of the request. This elapsed time will be expressed in business days as a decimal number, to two positions after the decimal point, that reflects the hours and minutes expended to meet the request. Measurement Period Data Source Collection Frequency SL Formula SL Measure GYR Daily, Accounting Month Monthly Service Report Per Issue Mean Time to Complete Response (Expressed in Business Days) = (Total elapsed time for all completed Tier X requests) ÷ (Total Number of completed Tier X Requests) Tier 1:<= 2 days Tier 2:<= 4 days Tier 3:<= 6 days Tier 1:>2 days and <= 3 days Tier 2:>4 days and <= 6 days Tier 3:>6 days and Tier 1:>3 days Tier 2:>6 days Tier 3:>8 days