Welcome to the NHSmail LA webinar

Transcription

1 Welcome to the NHSmail LA webinar The webinar will begin at 11am. Please synchronise your web and phone presence by inputting your Attendee ID into the phone. Participant lines will be muted during the presentation. The webinar will be recorded. You can use the chat messaging feature on the right of the screen to ask questions. Please only use this for questions, not general comments. 1

2 NHSmail Local Administrator webinar Wednesday 27 September 2017 at 11am Tom Blackmore Accenture Kieran Brough and Michael Fisher NHS Digital

3 Agenda Service status Other service updates Update on automated account management Self-service password resets NHSmail Portal update Skype for Business federation Mobile devices policies update 3

4 Service status Update on NHSmail service 4

5 Service status Service remains stable with no high severity incidents raised in September to date. The communication quality and performance of the national NHSmail Helpdesk continues to be thoroughly monitored. Quality scoring calibration sessions with NHS Digital ensure that Accenture are maintaining quality marking standards. Results remain consistently high and within expectations. Several service improvements are in the pipeline. The majority of these improvements are underpinned by the Helpdesk transition from our current BMC Remedy ticketing tool to ServiceNow which is expected to take place over the weekend of the 30 September. This migration will bring efficiencies to the ticket handling process and improves our options with regards automation. A self-help tool for users will be added to the Portal support pages in due course that provides more interactive assistance for the most common queries users have raised. This will initially be able to deal with a small number of scenarios, but will continue to be developed and improved. 5

6 Service status Accenture successfully conducted a full live service NHSmail disaster recovery test over the weekend of the 16 and 17 September The test proved that NHSmail along with Skype for Business, the Portal and the NHSmail Relay could operate from a single data centre. The test was witnessed by NHS Digital and there was no service impact. Additionally, a further NHSmail Portal release was deployed on the evening of the 10 September 2017 and a major upgrade of the NHSmail Relay software was implemented over the weekend of the 8 and 9 September We are looking to recommence the annual user satisfaction survey and are planning to invite all users to give us their feedback in October

7 Other service updates 7

8 Automated account management We anticipate turning on the automated account management system from early This will conform to the NHSmail data retention policy. To support this work, in advance we will be disabling around 100,000 accounts that have not been logged into for over six months. Information will be added into the notes field for LAs to see when creating mailbox reports. There will be no loss of data as LAs can re-enable these accounts if required (and also ensure they are logged into by the end user) the accounts and the data contained within them will be deleted from early 2018 if no action is taken. If there are any queries about this work or if you feel there are errors, please contact 8

9 Self-service password resets Self-service password resets are available to all users who add a mobile number into the NHS Directory. A mobile number is required as part of the verification process this field should not be used for a landline or a pager number as the password reset function will not work. Training materials are available which explain how to carry out password resets. Please note users may use personal mobile numbers in the NHS Directory (Global Address List and People Finder) if they do not have a work one and may tick Hide mobile number from address book. This means it will not be visible to users searching the NHS Directory but will still be visible to NHSmail support staff and their Local Administrators. If your local organisation uses the mobile number field for any internal process other than the NHSmail password reset function, this should be communicated out to your user base. 9

10 Self-service password resets Currently the majority of password resets are requested via NHSmail Local Administrators 86,777 in August 2017 or 87% or all password resets. Self-service password resets were 6,106 or 6%. We would like to encourage users to save themselves time and utilise the self-service password reset function rather than contact the helpdesk or their LA. This would reduce password reset requests to LAs and the national helpdesk. The NHSmail team is planning to issue communications in the coming weeks to end users promoting the self-service password reset feature. 10

11 NHSmail Portal Portal defect fixes, new features and upcoming developments 11

12 Portal update What's been released in September Closed organisation OA internet restriction per organisation Mobile policy per organisation Bulk management of shared mailboxes Allow static DL changes without re-approval Application and resource accounts (still hidden but released) Further information can be found here

13 Portal update Coming in October Bulk import of users to static DL Connector report Help function on T&G pages Navigate directory Organisation graphs Fix last login date Mobile report 13

14 Portal update Import to static DL 14

15 Portal update Organisation graphs 15

16 Portal update Coming in November Support leaver joiner through csv Add site and job title to csv Application accounts Restrict OA per user/group Restrict mobile per user/group Retain mailbox Display last login to user 16

17 Skype for Business federation 17

18 Skype for Business federation update The pilots for federation have been successfully completed and federation is now available on the platform. Federation for Skype for Business allows the connection of organisation s own implementation of Skype, either an onpremise or online solution. Once connected, it allows organisations Skype to interact with the NHSmail Skype. For example IM/P or, if enabled video services (peer to peer or conferencing). 18

19 Skype for Business federation To enable a federation we will require: A Federation Partnership Agreement (FPA) to be in place. This is a document that establish the responsibilities of each party in the federation and is a formal agreement. An organisation to meet a Level of IG Maturity and demonstrate this. (IG Toolkit / PSN Code of Connection / secure standard or equivalent.) Confirmation that the organisation is operating in care setting. For those interested, a how to guidance document will shortly be published on the NHSmail support pages within the Skype for Business section. The document provides the process to go through to federate with NHSmail and contains answers to some of the most frequently asked questions. 19

20 Mobile devices policies 20

21 Mobile device organisation policies Ability for organisations to set different policies, from the current default policy, for their users Currently organisation wide only Per user is coming soon Survey to collate view on what polices are most important/configurable to organisations e.g. Larger attachment size Alpha numeric pin lock Longer period of sync to device We will be looking at the results and policies deployed and ensure they align Survey results as follows 21

22 Mobile device survey Expire current mobile pin lock Enforce all mobile policies (currently not the case) 22% 19% 39% Yes No Neutral Yes No 39% 81% 22

23 Mobile device survey Alpha numeric pin lock that expires Ability to set different policies for different users 12% 16% 41% Yes Yes 47% No Neutral 32% 52% No Neutral 23

24 Mobile device survey Larger attachment size for mobile devices (currently 10mb) 7% 16% Yes No Neutral 77% 24

25 Questions? 25

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