NCPeH CY - User contributions [en]

Privacy Policy

2023-11-09T12:58:31Z

Mneoph:

Privacy Policy

This Cookies Policy explains what Cookies are and how We use them. You should read this policy so You can understand what type of cookies We use, or the information We collect using Cookies and how that information is used.

Cookies do not typically contain any information that personally identifies a user, but personal information that we store about You may be linked to the information stored in and obtained from Cookies. For further information on how We use, store and keep your personal data secure, see our Privacy Policy.

We do not store sensitive personal information, such as mailing addresses, account passwords, etc. in the Cookies We use.

Interpretation and Definitions

Interpretation

The words of which the initial letter is capitalized have meanings defined under the following conditions.
The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.

Definitions
For the purposes of this Cookies Policy:

Company (referred to as either "the Company", "We", "Us" or "Our" in this Cookies Policy) refers to National eHealth Authority, 67A Lemesou Avenue, Nicosia, Cyprus.

Cookies means small files that are placed on Your computer, mobile device or any other device by a website, containing details of your browsing history on that website among its many uses.

Website refers to National eHealth Authority, accessible from http://www.neha.gov.cy/

You means the individual accessing or using the Website, or a company, or any legal entity on behalf of which such individual is accessing or using the Website, as applicable.

The use of the Cookies

Type of Cookies We Use

Cookies can be "Persistent" or "Session" Cookies. Persistent Cookies remain on your personal computer or mobile device when You go offline, while Session Cookies are deleted as soon as You close your web browser.

We use both session and persistent Cookies for the purposes set out below:

Necessary / Essential Cookies

Type: Session Cookies

Administered by: Us

Purpose: These Cookies are essential to provide You with services available through the Website and to enable You to use some of its features. They help to authenticate users and prevent fraudulent use of user accounts. Without these Cookies, the services that You have asked for cannot be provided, and We only use these Cookies to provide You with those services.

Functionality Cookies

Type: Persistent Cookies

Administered by: Us

Purpose: These Cookies allow us to remember choices You make when You use the Website, such as remembering your login details or language preference. The purpose of these Cookies is to provide You with a more personal experience and to avoid You having to re-enter your preferences every time You use the Website.

Your Choices Regarding Cookies
If You prefer to avoid the use of Cookies on the Website, first You must disable the use of Cookies in your browser and then delete the Cookies saved in your browser associated with this website. You may use this option for preventing the use of Cookies at any time.

If You do not accept Our Cookies, You may experience some inconvenience in your use of the Website and some features may not function properly.

If You'd like to delete Cookies or instruct your web browser to delete or refuse Cookies, please visit the help pages of your web browser.

For the Chrome web browser, please visit this page from Google: https://support.google.com/accounts/answer/32050

For the Internet Explorer web browser, please visit this page from Microsoft: http://support.microsoft.com/kb/278835

For the Firefox web browser, please visit this page from Mozilla: https://support.mozilla.org/en-US/kb/delete-cookies-remove-info-websites-stored

For the Safari web browser, please visit this page from Apple: https://support.apple.com/guide/safari/manage-cookies-and-website-data-sfri11471/mac

For any other web browser, please visit your web browser's official web pages.

More Information about Cookies

You can learn more about cookies: What Are Cookies?.

Contact Us

If you have any questions about this Cookies Policy, You can contact us:

By email: info@neha.gov.cy

By phone number: (+357) 22436000

Privacy Policy

2023-11-09T12:57:59Z

Mneoph:

Privacy Policy

This Cookies Policy explains what Cookies are and how We use them. You should read this policy so You can understand what type of cookies We use, or the information We collect using Cookies and how that information is used.

Cookies do not typically contain any information that personally identifies a user, but personal information that we store about You may be linked to the information stored in and obtained from Cookies. For further information on how We use, store and keep your personal data secure, see our Privacy Policy.

We do not store sensitive personal information, such as mailing addresses, account passwords, etc. in the Cookies We use.

Interpretation and Definitions

Interpretation

The words of which the initial letter is capitalized have meanings defined under the following conditions.
The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.

Definitions
For the purposes of this Cookies Policy:

Company (referred to as either "the Company", "We", "Us" or "Our" in this Cookies Policy) refers to National eHealth Authority, 67A Avenue, Nicosia, Cyprus.

Cookies means small files that are placed on Your computer, mobile device or any other device by a website, containing details of your browsing history on that website among its many uses.

Website refers to National eHealth Authority, accessible from http://www.neha.gov.cy/

You means the individual accessing or using the Website, or a company, or any legal entity on behalf of which such individual is accessing or using the Website, as applicable.

The use of the Cookies

Type of Cookies We Use

Cookies can be "Persistent" or "Session" Cookies. Persistent Cookies remain on your personal computer or mobile device when You go offline, while Session Cookies are deleted as soon as You close your web browser.

We use both session and persistent Cookies for the purposes set out below:

Necessary / Essential Cookies

Type: Session Cookies

Administered by: Us

Purpose: These Cookies are essential to provide You with services available through the Website and to enable You to use some of its features. They help to authenticate users and prevent fraudulent use of user accounts. Without these Cookies, the services that You have asked for cannot be provided, and We only use these Cookies to provide You with those services.

Functionality Cookies

Type: Persistent Cookies

Administered by: Us

Purpose: These Cookies allow us to remember choices You make when You use the Website, such as remembering your login details or language preference. The purpose of these Cookies is to provide You with a more personal experience and to avoid You having to re-enter your preferences every time You use the Website.

Your Choices Regarding Cookies
If You prefer to avoid the use of Cookies on the Website, first You must disable the use of Cookies in your browser and then delete the Cookies saved in your browser associated with this website. You may use this option for preventing the use of Cookies at any time.

If You do not accept Our Cookies, You may experience some inconvenience in your use of the Website and some features may not function properly.

If You'd like to delete Cookies or instruct your web browser to delete or refuse Cookies, please visit the help pages of your web browser.

For the Chrome web browser, please visit this page from Google: https://support.google.com/accounts/answer/32050

For the Internet Explorer web browser, please visit this page from Microsoft: http://support.microsoft.com/kb/278835

For the Firefox web browser, please visit this page from Mozilla: https://support.mozilla.org/en-US/kb/delete-cookies-remove-info-websites-stored

For the Safari web browser, please visit this page from Apple: https://support.apple.com/guide/safari/manage-cookies-and-website-data-sfri11471/mac

For any other web browser, please visit your web browser's official web pages.

More Information about Cookies

You can learn more about cookies: What Are Cookies?.

Contact Us

If you have any questions about this Cookies Policy, You can contact us:

By email: info@neha.gov.cy

By phone number: (+357) 22436000

About Us

2023-11-09T12:56:45Z

Mneoph:

«Deployment of Generic Cross Border eHealth Services in Cyprus»

The NCPeH CY wiki pages provides the description of the functionalities for the Cross boarder Health Care services. The users can be physicians or pharmacists was have access to the NCPeH portal.

For any enquiries please contact to:

*National eHeath Authority
*67A Limassol Avenue,
*2121, Aglantzia, Nicosia
*Cyprus
*Call Center: +357 22 436000

Patient Consent

2023-11-09T12:53:02Z

Mneoph: /* Ministry of Health */

This document provides information on the purpose of cross-border healthcare as well as a statement of consent for the storage, use and exchange of individual medical and personal data in the National Contact Point of Cyprus [NCP]). The two services are in English language.

Introduction: The National eHealth Authority and the Ministry of Health of the Republic of Cyprus are members of the European eHealth Network [eHN]. The Cross-border healthcare is a directive of the European Parliament and of the Council of the European Union. To implement it, some of the Member States have decided to create an online joint platform between them, with the aim of exchanging agreed common information by individuals, in the form of:

*Patient Summary [PS]
*Electronic Prescription [eP]

Procedure: the joint platform will be developed by the European e-Health Network. Each member country developed its own "Electronic National Contact Point (eNCP)". This is interconnected with the corresponding National Contact Points in other European countries. Through them, a brief health history and e-prescription will be sent and received only for people who need urgent health care in another EU country. Interconnection will take place only with the consent of the individual.

Benefits: The participant will be provided with high quality cross-border healthcare as follows:

*Providing secure access to your data when there is a need for cross-border healthcare (except Cyprus),
*Reducing the incidence of medical errors by providing quick and secure access to patient health information anywhere,
*Providing important information to medical staff in emergencies, reducing the repetition of diagnostic procedures and reducing the valuable time,
*Secure identification of both the individuals and the health care providers.

Personal Data Protection: The National Contact Point of Cyprus is coordinated and managed by the National eHealth Authority, the Ministry of Health, together with the University of Cyprus. The "National Contact Point of Cyprus" is located within Cyprus and the data stored in an encrypted form. Only authorized personnel have access to data. The exchange of data within the National Contact Points of EU countries is encrypted form via a secure network (TESTA).

Confidentiality: The data will not be available to third parties (for example, insurance companies). The statistical processing of participants' data is anonymous and the identification of the individual is impossible.

Participation: It is voluntary and can be withdrawn at any time, without needing to explain the reason.

Non-participation: For the purpose of cross-border healthcare, you will not be able to have an electronic health history or prescription in electronic form.

Right to withdraw consent: Tell your doctor or, alternatively, the National Contact Point of Cross-border Healthcare (see below). This will cause your data to no longer be stored and deleted from the database on request.

*Information: National Contact Point eHealth Cyprus

*Complaints: You have the right to submit them to the following organization

= National eHealth Authority =

67A Limassol Avenue,

2121, Aglantzia,

Cyprus

Call Center: 00357 22436000

Website: https://www.neha.gov.cy/

= Ministry of Health =

1 Prodromou & Chilonos Street 17,

1448 Nicosia,

Cyprus

Call Center: 00357 22 605 300/301

e–mail: ncpeH@moh.gov.cy

Website: https://www.moh.gov.cy/

Patient Consent

2023-11-09T12:52:44Z

Mneoph: /* National eHealth Authority */

Login to Platform

2023-09-22T07:13:57Z

Mneoph: /* The user (Physician or Pharmacist) */

2023-01-11T06:41:09Z

Mneoph:

2021-10-22T10:08:47Z

Mneoph: Created page with "The NCPeH CY Help Desk supporting the problem and incident management. All these operational components and channels are available on a 24x7 basis. Communication lines: the..."

The NCPeH CY Help Desk supporting the problem and incident management.

All these operational components and channels are available on a 24x7 basis.

Communication lines: the following communication lines are available – as a minimum - to report incidents, in this preferred order:

=HelpDesk=
*Users support – Healthcare Professionals
*WebLink: https://support.ncp.moh.gov.cy
*Email: ncp.helpdesk@mphs.moh.gov.cy
*Phone number: +357 22605576

=Service Desk=
*Technical issues
*WebLink: https://support.ncp.moh.gov.cy
*Email: ncphelpdesk@cs.ucy.ac.cy
*Phone number: +357 22893941

=HelpDesk =
*Citizens support
*Weblink: https://www.moh.gov.cy/moh/cbh/cbh.nsf/page16_en/page16_en?OpenDocument
*Email: ncpcrossborderhealthcare@moh.gov.cy
*Phone number: +357 22605 499 / 492

For any inquiries or questions regarding the Cross boarder Services and the NCPeH CY Platform, please call to +357 22605576
[[File: helpdesk image NEHA.JPG|thumb|left|HelpDesk]]

MediaWiki:Sidebar

2021-10-22T10:08:36Z

Mneoph:

Mneoph: /* Supporting Material */

=Operations-Services Domain=

=OS.1. Does the NCPeH have a documented Service (Level) Management Plan or similar including definition of functions, roles and responsibilities of the minimum required processes (i.e. Incident, Problem, Change, Configuration, and Service Level Management), and Support Organization? =

=Response=

Yes. This functionality is documented in Annex OP 1 Service Operation Plan.

* Annex OP 1 Service Operation Plan, section 2 Service Operation and section 3 Service Operation Functions
* Annex OS 3 Third parties service agreements
* Annex OS 4 Contract signed with GNOMON
* Annex OS 5 Data Protection Agreement between UCY and MOH
* Annex OS 6 Data Protection Agreement between UCY and National Electronic Health Authority
* Annex OP 9 Service Desk Monitoring Tool
* Annex OP 12 NCPeH CY Change Management Plan, page 80
* Annex OP 7 Business Continuity Procedures NCPeH CY

Furthermore, during the maintenance procedure all SLAs will be updated providing business continuity of the cross boarder services.
=Supporting Material=

[[File: OS1_1.JPG|thumb|left|upright=1.15|Figure 1: General Event flowchart documented in reference as adopted for operations of the NCPeH, OP1, page 11.]]

[[File: OS1_2a.JPG|thumb|left|upright=1.15|Figure 2a: Change Management Plan, flowchart descripting the incident management of the NCPeH, OP12, page 38.]]
[[File: OS1_2b.JPG|thumb|left|upright=1.15|Figure 2b: Change Management Plan, flowchart descripting the incident management of the NCPeH.]]

[[File: OS1_3a.JPG|thumb|left|upright=1.15|Figure 3a: Change Management Plan, flowchart descripting the normal changes for management of the NCPeH, OP12, page 52.]]
[[File: OS1_3b.JPG|thumb|left|upright=1.15|Figure 3b: Change Management Plan, flowchart descripting the normal changes for management of the NCPeH.]]

[[File: OS1_4a.JPG|thumb|left|upright=1.15|Figure 4a: Change Management Plan, flowchart descripting the emergency changes for management of the NCPeH, OP12, page 47.]]
[[File: OS1_4b.JPG|thumb|left|upright=1.15|Figure 4b: Change Management Plan, flowchart descripting the emergency changes for management of the NCPeH.]]
 
 
 
 

=OS.2. Has the NCPeH acquired a tool for managing Incidents, Problems and Changes?=

=Response=
Yes. The ΟpenSupports ticketing system open source software system is used for managing incidents, problems and changes as documented in:
*Annex OP 9 Service Desk Monitoring Tool
Moreover, Azure Devops is used for communication and collaboration of IT teams but also, for managing the technical issues.
* Annex OP 12 NCPeH CY Change Management Plan, page 80

=Supporting Material=
The NCPeH CY follows the guidelines provided by the eHDSI.
[[File: devops1.JPG|thumb|left|upright=1.15|Figure 5: Azure Devops monitoring tool.]]
 

<pdf>File:CP_FORM_TEMPLATE.pdf</pdf>

=OS.3. If applicable and where a RegNCP exist, are the service management procedures (e.g. communication plan, incidents and problem management) between the NCPeH and RegNCP Service Desks arranged?=

=Response=
There is no RegNCP. All incidents are managed centrally due to the size of the country.

=OS.4. Has the NCPeH identified all necessary services and does it have in place Service Level Agreements with all its ICT Service Providers?=

=Response=
There is an SLA agreement between MOH, UCY and NEHA. SHSO also agreed to provide the service. (Annex OP 6 NCPeH CY Supporting Documentation, page 130 of the pdf and Annex OS 2 Trilateral agreement between UCY NeHA and MOH)
Also, there is an SLA agreement between UCY and GNOMON (subcontractor, see Annex OS 4). And there is an SLA between MOH and the 2 subcontractors that support the civil registry and the government gateway (see Annex OS 3 Third parties service agreements).
* Annex OS 2 Trilateral agreement between UCY, NEHA and MOH
* Annex OS 3 Third parties service agreements
* Annex OS 4 Contract signed with GNOMON
* Annex OS 5 Data Protection Agreement between UCY and MOH
* Annex OS 6 DPA NEHA and UCY
* Annex OP 6 NCPeH CY Supporting Documentation, page 130

=Supporting Material=

[[File: OS4.JPG|thumb|left|upright=1.15|Figure 6: ITs Service Providers - SLA agreements supporting the NCPeH.]]
 

= OS.5. How has the NCPeH organised the communication processes (e.g. incident, problem, performance, escalation) with the NCPeHs of the other Member States?=

=Response=
We are going to follow the eHDSI guidelines and suggested best practices. This is organized via a single point of contact via email for the communication with other member states as documented in the eHDSI website:
https://ec.europa.eu/cefdigital/wiki/display/EHOPERATIONS/eHealth+DSI+Operations+Home and https://ec.europa.eu/cefdigital/wiki/display/EHOPERATIONS/eHMSEG+Communities+Priorities%2C+New+Requirements+and+Future+Use+Cases
(new space: https://webgate.ec.europa.eu/fpfis/wikis/pages/viewpage.action?pageId=888397414)
Also, incurred incidents and problems are recorded via the service desk in the ΟpenSupports ticketing system.
* Annex OP 1 Service Operation Plan, section 2 Service Operation and section 3 Service Operation Functions
* Annex OP 9 Service Desk Monitoring Tool
* Annex OP 2 Operation and Organizational Structure
Moreover, Azure Devops is used for managing the technical issues.
* Annex OP 12 NCPeH CY Change Management Plan, page 80

=T.21. Does the NCPeH manage under Operations and Service Management the Conformance Testing life-cycle activities?=

=Response=
At the existing phase of the project, the Operations and Service Management cover the Conformance Testing activities carried out by UCY based on the CEF contract signed and the trilateral agreement. The conformance testing is carried out following the change management procedure.
Moreover, it is noted that NEHA secured funding for the further deployment of generic cross border e-health services in Cyprus for the years 2022-2025 via the ‘Proposal for a Council Implementing Decision on the approval of the assessment of the recovery and resilience plan for Cyprus’ approved by the European Commission on 8/7/2021. UCY will continue offering its services after December 2021 based on an SLA to be signed with NEHA.
* Annex OP 1 Service Operation Plan, section 2.1 Change Management Procedures and section 3 Service Operation Functions
* Annex OS 2 Trilateral agreement between UCY NeHA and MOH
* Annex OP 6 NCPeH CY Supporting Documentation, see meeting minutes dated 25/10/2016, page 9, paragraph 4.

Moreover, Azure Devops is used for managing the technical issues.
* Annex OP 12 NCPeH CY Change Management Plan, page 67

=T.22. Does the NCPeH place Conformance Testing results under change and configuration management?=

=Response=
Conformance Testing results are followed up and addressed in change management. The ΟpenSupports ticketing system open source software system is used for managing changes.
*Annex OP 1 Service Operation Plan, section 2.1 Change Management Procedures and section 3 Service Operation Functions
* Annex OP 9 Service Desk Monitoring Tool
Moreover, Azure Devops is used for managing the technical issues.
* Annex OP 12 NCPeH CY Change Management Plan, page 67

=Service Level Monitoring and Reporting provides meaningful data and a view of the service performance and anticipated increasing service demands=

=OS.6. Are the service levels monitored and reported against the service levels targets agreed in the SLAs, and do you have a mechanism to follow-up on non-compliance with the targets?=

=Response=
NEHA follows a standard project management methodology followed in all governmental projects, see link: GUIDE TO BEST PRACTICES FOR THE CONTRACT AND EXECUTION OF PUBLIC CONTRACTS Public Procurement Directorate – Report on PROJECT MANAGEMENT - http://www.publicprocurementguides.treasury.gov.cy/OHS-GR/HTML/index.html – section 6 Implementation and Management, 6.6 Trader Monitoring & Collection Management and section 7 Project Management, 7.4.4 Development of Quality Plan.
* Annex OP 12 NCPeH CY Change Management Plan, page 80

=O.11. Has the NCPeH implemented the measurements required by the eHDSI Monitoring Framework? =

=Response=
Yes. The NCPeH system provides reporting functionality regarding the usage of the NCPeH services based on the eHDSI KPIs. More specifically:
* Annex TE 3 Monitoring and Reporting Tool, section 2.1 – supporting KPI-1
* Annex TE 3 Monitoring and Reporting Tool, section 2.2 – supporting KPI-3
* Annex OP 3 Zabbix Open-source monitoring tool, section 6.1.5 – supporting KPI-3.4

Note: KPI-3.1, KPI-3.2 and KPI-3.3 are supported by eHDSI. Cyprus is responsible to provide information only for KPI-3.4

KPI-1: Uptake Digital Services can support the realisation of the Digital Single Market only if deployment is accompanied by widespread use and coverage. These three implementation aspects – deployment, coverage and use – constitute the uptake of a particular DSI

KPI-3: Uptime Uptime measures the uptime of services hosted by the European Commission, in its datacentre or in the cloud. This includes services hosted by contractors for the European Commission.

KPI-1: Uptake
* KPI-1.1: Number of Countries with Operational NCPeH
* KPI-1.2: Number of transactions between Countries
* KPI-1.3: Number of ePrescriptions exchanged
* KPI-1.4: Number of eDispensations exchanged
* KPI-1.5: Number of Patient Summaries exchanged
KPI-3: Uptime
* KPI-3.1: Configuration Services uptime
* KPI-3.2: Terminology Services uptime
* KPI-3.3: Collaboration Services uptime
* KPI-3.4: NCPeH uptime per country

=Incident Management=

=OS.8. Does the NCPeH have a documented incident management procedure in place keeping records of all reported incidents with at least the following details:=
1) types of incidents
2) classification (urgency i.e timeframe and priority, impact level)?
3) updating
4) escalation
5) resolution
6) closure
7) transfer eventually to problem management
8) historical timeline

=Response=
Yes. The above incident related management and operations are documented in:
* Annex OP 1 Service Operation Plan, section 3.4 Incident and Problem Management
* Annex OP 9 Service Desk Monitoring Tool
* Annex OP 12 NCPeH CY Change Management Plan, page 67
Moreover, Azure Devops is used for managing the technical issues.

=The definition of problems and incidents should be documented=

=OS.10. Does the NCPeH have a documented problem management procedure including: =
1) recording?
2) classification (urgency i.e timeframe and priority, impact level)?
3) updating?
4) escalation?
5) resolution?
6) closure?

=Response=
Yes. The above problem related management and operations are handled in a similar way to incidents and are documented in:
* Annex OP 1 Service Operation Plan, section 3.4 Incident and Problem Management
* Annex OP 9 Service Desk Monitoring Tool
Moreover, Azure Devops is used for managing the technical issues.
* Annex OP 12 NCPeH CY Change Management Plan, page 67

= OS.11. Are all changes to correct the underlying cause of incidents/problems managed via the change management process?=
=Response=
Yes. The change processes to correct underlying cause of incidents/problems are handled via the change management process. An event flowchart documented in Annex OP 1 section 2 Service Operation was adopted for the operations of the NCPeH. Furthermore in Annex 12 CPeH CY Change Management Plan descripts all the protocols followed. For more details see:
* Annex OP 1 Service Operation Plan, see sections: 2 Service Operation, 3 Change Management Procedures and 3.4 Incident and Problem Management
* Annex OP 9 Service Desk Monitoring Tool
* Annex OP 12 NCPeH CY Change Management Plan, page 67
Moreover, Azure Devops is used for managing the technical issues.

=Supporting Material=

[[File: OS1_1.JPG|thumb|left|upright=1.15|Figure 1: General Event flowchart documented in reference as adopted for operations of the NCPeH, OP1, page 11.]]

[[File: OS1_2a.JPG|thumb|left|upright=1.15|Figure 2a: Change Management Plan, flowchart descripting the incident management of the NCPeH, OP12, page 38.]]
[[File: OS1_2b.JPG|thumb|left|upright=1.15|Figure 2b: Change Management Plan, flowchart descripting the incident management of the NCPeH.]]

[[File: OS1_3a.JPG|thumb|left|upright=1.15|Figure 3a: Change Management Plan, flowchart descripting the normal changes for management of the NCPeH, OP12, page 52.]]
[[File: OS1_3b.JPG|thumb|left|upright=1.15|Figure 3b: Change Management Plan, flowchart descripting the normal changes for management of the NCPeH.]]

[[File: OS1_4a.JPG|thumb|left|upright=1.15|Figure 4a: Change Management Plan, flowchart descripting the emergency changes for management of the NCPeH, OP12, page 47.]]
[[File: OS1_4b.JPG|thumb|left|upright=1.15|Figure 4b: Change Management Plan, flowchart descripting the emergency changes for management of the NCPeH.]]
 
 
 
 

=Change Management aims to ensure that standardised methods and procedures are used for efficient handling of all changes in the technical setup, in the organizational setup or in practical matters in a Member State. Each Member State must have a documented process for implementing changes of technical, organizational and practical kinds. The change process must include proper planning and ensure that sufficient information has been disseminated to other Member States.=

= OS.12. Does the NCPeH have a documented Change Management Procedure in place covering at least the following aspects:=

=Response=
Yes. The above Change Management Procedure and operations are documented in:
* Annex OP 1 Service Operation Plan, sections: 3 Change Management Procedure and 3.2 Emergency Changes Procedure
* Annex OP 9 Service Desk Monitoring Tool
* Annex OP 12 NCPeH CY Change Management Plan, page 22

=Configuration Management holds controls and issues information on all configuration items (CI) and their constituent components necessary for installing and operating an IT system. It covers identification and recording of systems components with their versions, constituent components and relationships. Configuration items under the control of Configuration Management include hardware, software and all associated documentation (artefacts) and services.=
= OS.19. How does the NCPeH document how to identify and how to put under change management the configuration items that are necessary for the operations of the systems and services?=
=Response=
Configuration Management is handled under the Event Management and Change Management as documented in:
* Annex OP 1 Service Operation Plan, sections: 3 Change Management Procedure and 3.3 Event Management
* Annex OP 12 NCPeH CY Change Management Plan, page 27 section 6 and page 30, section 7
Moreover, Azure Devops is used for managing the technical issues.

=Supporting Material=

[[File: org1_1.JPG|thumb|left|upright=1.15|Figure 7: NCPeH Organizational Structure.]]

[[File: org2.JPG|thumb|left|upright=1.15|Figure 8: Project Organizational Structure and Roles.]]
[[File: org4.JPG|thumb|left|upright=1.15|Figure 9: NHEA Organizational Structure.]]
[[File: org3.JPG|thumb|left|upright=1.15|Figure 10: UCY supporting Team.]]

 
 

= OS.21. Does the NCPeH have methods, procedures and/or techniques to: =

=Response=
It is noted that the volume of operations regarding the NCPeH services is based on: (i) the number of local people requesting services, and (ii) the number of foreign visitors visiting a major hospital at the Famagusta district. It is noted that the numbers for the following years will not be changing substantially.

We have predicted in the service operation and management for the highest levels of demand and we do not expect this demand to increase more than that. Furthermore, we have included eHDSI services in the new tender for the Integrated Healthcare Information System IHCIS). After the implementation of the IHCIS project that is expected to be operational in 2023, the service will be fully integrated.

* Annex OP 2 Operation and Organizational Structure, section 8 Field and Scope of Service and section 13 Annex III: Training and implementation program, page 72
* Annex OP 12 NCPeH CY Change Management Plan, page 27 section 6 and page 30, section 7

Moreover, a service capacity monitoring and planning software is implemented. This is based on the open-source monitoring Zabbix tool, see:

* Annex OP 3 Zabbix Open-source monitoring Tool
Moreover, information security plan is used, see Annex IS 2 NCPeH CY Μελέτη Εκτίμησης Κινδύνων Ασφάλειας Πληροφοριών, sections D3-D5.

=OS.23. Do you have a specific procedure to monitor (and notify when not available, or when availability is reduced) NCPeH technical gateway services availability?=
=Response=
The NCPeH CY services have monitoring tools for monitoring and notifying for technical gateway availability. The tool monitors service availability as documented in:
* Annex OP 3 Zabbix Open-source monitoring Tool

Furthermore, the NCPeH hardware is covered by the MOH operations plan which supports 24/7. For information the agreement numbered Tender number 322/2015 is available upon request that is documented in:

* Annex OS 3 Third parties service agreements

Moreover, Grafana software is used for monitoring the procedures.

=OS.24. Do you have a specific procedure to monitor (and notify when not available, or when availability is reduced) NCPeH technical gateway services availability?=
=Response=
The NCPeH platform will be covered by the UCY/MOH Business Continuity team. See Annex OP 7 Business Continuity Procedures NCPeH CY:
* Annex OP 7 Business Continuity Procedures NCPeH CY
* Annex OP 12 NCPeH CY Change Management Plan

In case of disruptions there are procedures to recover back to normal operations. These procedures are descripted in:

* Annex TE 1 NCPeH CY Technical deliverable – Part B, Section B13

Also, Azure Devops is used for managing technical issues and Grafana software for monitoring the activities.

=Supporting Material=

[[File: grafana1.JPG|thumb|left|upright=1.15|Figure 11: Grafana NCPeH monitoring tool.]]

[[File: grafana2.JPG|thumb|left|upright=1.15|Figure 12: Grafana NCPeH monitoring tool.]]

 

=End of Operations-Services Domain=

Operations-Services

2021-10-18T06:59:21Z

Mneoph: /* Supporting Material */

Operations-Services

2021-10-18T06:59:01Z

Mneoph: /* Supporting Material */

File:Devops1.JPG

2021-10-18T06:57:23Z

Mneoph: