Helpdesk and Support Process

Overview

The Ministry of Health(MISAU) in Mozambique is implementing the Health Campaign Management (DIGIT-HCM) platform in Mozambique with support from eGov. A helpdesk has been proposed to receive, log, prioritise, assign, track, escalate, and resolve hardware and software-related issues raised during the campaign which impede campaign operations.

The helpdesk team will be based in Nampula to ensure easier coordination with the provincial teams who are responsible for distribution. For resolving technical issues or queries in the Salama (DIGIT-HCM) platform, there will be 1-2 members from eGov based in Mozambique to support the helpdesk staff of MISAU. eGov will set up a remote support team (also referred to as level 3 support), located in Bangalore, to resolve issues that the local helpdesk team in the Nampula is unable to resolve. The helpdesk will become operational a few days before the start of the actual drug (sulfadoxine-pyrimethamine and amodiaquine or SPAQ) distribution activities as proposed by the NMCP and will remain operational for a few days after the distribution.

The helpdesk will operate between 6.00 am till midnight (12.00 am) Mozambique time (CAT) and a roster needs to be maintained for the entire duration for the local team (Layer 2 support in Mozambique) as well as the remote support team (Layer 3 team based in Bangalore).

Scope of the Helpdesk Support

Technical support on hardware and software (for Salama- DIGIT HCM platform only).
Resolution of general how-to queries relating to the Salama platform with the help of a FAQ document that may arise from the field.
User management: Creation of the users (named users who access the platform using their individual usernames and passwords) using the user management module of the Salama platform, and helping the field users with the required information if they forget the user names or passwords.
Master data management: Uploading the master data in the platform and updates to Master data if the list of villages change during the campaign.

Examples of the queries to be handled by the helpdesk:

Issues with the application or the dashboard functioning.
Login or password not working or forgotten.
Creating new users, if any, due to field staff getting changed during the campaign.
Updating new localities or villages in the system during the campaign.

Operational/Programmatic Queries

The operational/programmatic queries received by the helpdesk will be redirected to NMCP officials by the level 2 support team.

Examples of operational or programmatic queries (to be routed to NMCP):

Not having sufficient stock of drugs.
Not receiving the device or any loss of device in the field.
SPAQ quality issues.
Logistic issues related to the distribution of SPAQ.
Any issues relating to the SPAQ distribution process as outlined by the NMCP.

Helpdesk Workflow

The typical lifecycle of a helpdesk ticket starts when an issue is received and ends when a ticket gets closed. The below representation shows how the helpdesk ticketing management system will work. In this representation:

The WhatsApp groups of registrars, LMs and district supervisors will play the role of level 1 support.
The helpdesk team based in Nampula will play the role of level 2 support.
eGov technical support team (based in India) will play the role of level 3 support.
For the issues which are not related to scope of the helpdesk, the helpdesk team will redirect the issue (over call/ WhatsApp) to concerned NMCP officials for further communication and resolution.

Raising Tickets

The helpdesk staff will use the grievance portal (complaints module of the Salama app) to record every incident or grievance that is reported to them. The helpdesk staff will be able to login with a dedicated user ID and password and log a complaint by raising a ticket against it. The login credentials will be generated from the backend and provided to the identified users.

Support Levels

Serial Number

Levels

Description

Who will respond to queries?

Level 1

(L1 - Local support)

Support provided by a local monitor, District supervisor or any member of the field staff for the general queries.
In this level of support, the user can opt to do phone calls/WhatsApp messages.
All the requests may not be logged into the helpdesk portal as some queries may get directly answered by local monitors over phone or WhatsApp for quick resolution.

Local Monitors or

District supervisors

Level 2 (L2 - Helpdesk team)

Scope of the helpdesk formally starts at this level.
The issues that are not resolved by local monitors or district supervisors will be escalated to the helpdesk team via call or WhatsApp messaging or by logging into the complaints tool by the district supervisors.
At this level, issues will be triaged. All technical queries will be assigned to the technical team (MISAU team supported by the eGov team). For all programmatic or process-related queries, the respective nodal officers, who are part of the helpdesk team from NMCP/DIS/DTIC, will be contacted.
This will be staffed by four helpdesk executives positioned at the helpdesk. These executives will be from MISAU and supported by one member from the eGov team.
This team will also be responsible for User provisioning (that is, the creation of users) using the Salama (DIGIT-HCM’s) user management module during the campaign window.

Taking the micro-plan created during the provincial ToT and uploading the master data in the Salama app.
In case of any master data changes (change of boundary information, addition of new villages, etc.) during the campaign this team will upload the latest master data in the Salama app.

MISAU (3-4 persons

lead by Eden ) and

eGov( 1 person)

Level 3 (L3 - India-based eGov team)

This level will consist of a eGov team (based in Bangalore) for resolving any technical issues/queries related to the Salama platform that the level 2 helpdesk team is not able to resolve.
This team will be responsible for bulk user creation requests through backend APIs for the coded users (who will be identified using a code or a serial number, that is, the registrars and local monitors).
User creation requests before the campaign starts for the named users (who will have their own ID and password).

eGov

Modes of Communication

Phone calls & WhatsApp messaging:

It has been observed from the previous campaigns that users in the field (that is, the distribution teams) often reach out to local monitors (LMs) and district supervisors for simpler queries over a phone call or WhatsApp communication for quick resolution of their queries. This is deemed as the level 1 support in this document. The district supervisors escalate more complex issues to the helpdesk team again, over phone calls or whatsapp group communication. Usually the provincial focal points create a WhatsApp group during provincial ToTs and add the relevant members. The same approach would be followed for the SMC campaign in Nampula When the issue gets escalated from district supervisors over a phone call or WhatsApp message, the helpdesk team (level 2 team) will record them in the complaints management tool.

Reporter

Resolver

Communication channel

Field workers/distribution teams

Local Monitor or District Supervisor

Phone calls/WhatsApp

Local Monitor or District Supervisor

Helpdesk(Layer 2) support

Phone call

WhatsApp group message

logging in the complaints module

Helpdesk (layer 2) support

Helpdesk(Layer 3) support

Emails or phone calls

Ticket categories

Following categories of incidents are envisaged to be logged at the helpdesk. Each incident category will have its independent process of resolution as defined in the SOP section of this document.

Serial Number

Ticket Tracking

The primary goal of the helpdesk is to restore normal operations at the earliest possible, and with a minimum impact.

Critical app-related issues that cannot be resolved within the campaign duration will be shared with eGov which will be picked up immediately after the campaign for review and resolution.

Enhancements (major and minor) will go through a change request process. Due to the nature of the project, there will be no feature updates to the DIGIT system during the campaign period. Any updates to the HCM application during the campaign window will be avoided as far as possible because it may be difficult to push the updates to all the devices and there may be data loss due to the same.

Helpdesk Team Composition

Support level

Name of support lead

Name of other members

Level 1

District Supervisors

Local Monitors under the District Supervisors

Level 2

Eden Manhique(NMCP)

Ofelia, Silvia, Magumane,

Velkur Saiprakash( eGov)

Level 3

Prasanna(eGov)

Vishal, Saiprakash, Ajay, Tumul, Swathi

Roles and Responsibilities Between MISAU and eGov

Serial Number

Description

Owned by

Supported by

Office space and infrastructure( wifi etc) for the helpdesk to operate either in Maputo or Nampula.

MISAU

Provincial staff

Staffing the helpdesk team in Maputo for level 2 support.

MISAU

eGov (1 person)

Remote Salama (DIGIT-HCM) support for Level 3 issues.

eGov

Providing the tool (Complaints tool) for recording complaints.

eGov

Training of helpdesk staff on DIGIT and the complaints portal.

eGov

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Last updated 1 year ago