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You are invited to participate in our Unilabs IT Strategy survey. It will take approximately 60 minutes to complete the questionnaire.
Your survey responses will be strictly confidential. If you have questions at any time about the survey or the procedures, you may contact Dominique Suinot or Olivier Metteau by email ([email protected]; [email protected]).
To ensure your answers will be taken into account, survey shall be submitted by Friday 11th October 2013.
Thank you very much for your time and support. Please start with the survey now by clicking on the Continue button below.
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| Respondant identification
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| * Interview relation with Unilabs: |
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| * Interview working in IT? |
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| * Select your business area: |
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| * Is IT aware of the business strategy and the priorities for the next few years? |
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| * Is IT involved in the development of the business strategy? |
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| 1.2 - Alignment of business and IT strategies |
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| * To what extent does changes in the business / medical environment lead to new IT requirements? |
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| * How often is IT represented in business planning committees? |
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| * How would you rate the quality of IT policies that help you in taking effective IT decisions? |
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| 1.3 - IT Organisation structure |
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* Are IT roles clearly defined?
(eg. Helpdesk, security management, database administration …) |
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| * How well is the IT team organised to manage 'Demand' (Projects, requests) from the business? |
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| * How can the cooperation between business and IT be described? |
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| * How would you rate the quality of IT services delivered to the business? |
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| 1.4 - Roles & Responsibility split |
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| * Is there a clear allocation of responsibilities between business and IT when it comes to delivering projects? |
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| * Do IT teams frequently perform activities which are not in their original job descriptions? |
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| * Does IT inform the business on operational tasks that may have business impact? |
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| 1.5 - Demand Management and Planning & Portfolio Management |
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| * Do all requests come classified from the business according to business importance? |
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| * Are all requests prioritised by IT based on business importance? |
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| * Is there a process to capture business requirements? |
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| * To what extent do you inform Corp IT for IT projects? |
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| * To what extent would you adhere to a common process of gathering business requirements? |
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| * Is there a tool to provide reporting on IT users requests for a 12 month period? |
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| * Is there an IT project portfolio management process in place? |
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| 1.6 - Methods & Frameworks & Tools |
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| * Are all important documents created and kept up to date? (e.g. Functional specifications, Disaster Recovery process, Systems Architectures etc.) |
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| * How easy is it to access and manage the documentation (e.g. Functional specifications, Disaster Recovery process, Systems Architectures etc.)? |
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| * To what extent do you use IT methods and frameworks (e.g. Group methodologies, PMP, ITIL etc.) |
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| * Do you have tools that helps you apply the IT methods and frameworks (e.g. Group methodologies, PMP, ITIL etc.) |
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| Describe IT methods or frameworks that you use for managing IT operations (e.g. ITIL, COBIT, CMMI, etc.). | | |
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| Describe IT methods or frameworks you use for delivering projects (e.g. PMP, Unilabs toolkit) | | |
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| In how much time would you be able to adopt IT methods or frameworks in your organization? | | |
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| 1.7 - Proactiveness & Business Orientation & Quality Orientation |
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| * To what extent does IT proactively provide ideas for innovative projects to the business? |
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| What IT Initiatives would improve physician and patient experience? | | |
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| * How frequently do you measure user satisfaction via surveys? |
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| How do you measure quality of IT services that are delivered to the business? | | |
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| 1.8 - Staffing & People Development |
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| * Do you have the capacity to adjust your IT resources to best fit business requirements? |
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| * How would you rate the adequacy of the skills of IT staff for meeting the business needs? |
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| Where do you see gaps regarding skills within IT? | | |
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| * How often do people development / training programs take place to educate IT staff? |
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| 1.9 - IT Financial Management |
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| * Are you in charge of your IT spend? |
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| * How often do you track IT costs? |
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| * How easy is it for you to carry out the budgeting process? |
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| * How do you rate the accuracy of the IT budget? |
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| 1.10 - IT Performance Management |
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| * Do you have metrics to measure overall IT performance? |
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| * Do you have metrics to measure IT projects? |
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| What are the areas where you normally buy services from external service providers? | | |
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| What are the areas where contractors are cost advantageous? | | |
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| * How would you globally rate the quality of the external service you receive? Please use the comments to specify discrepancies |
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| What IT services do you purchase from the Group IT service catalogue? | | |
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| What IT products do you purchase from the Group IT products catalog? | | |
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| * Is there service performance monitoring of the external vendors? |
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| * How often are contracts / SLAs evaluated and re-negotiated? |
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| * To what extent is IT involved in negotiating the contracts with external providers? |
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| * To what extent do you have visibility of all IT purchases? |
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| * How would you rate value for money you get from external service providers? |
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| 2.1 - IT Infrastructure Architecture |
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| * Is the IT Infrastructure adequate to support the business? |
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| * What are the most business critical IT Infrastructure components? | | |
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| * For which IT Infrastructure area(s) do you see the need for action and why? | | |
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| * Do you have an up to date IT Infrastructure architecture diagram? |
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| * Does your IT Infrastructure diagram include all relevant components (e.g. logical and physical servers, routers etc.)? |
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| * To what extent are all your production applications running from a secured Datacenter or Server Room? |
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| To what extent is your Datacenter or Server room secured in terms of:
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| * How would you rate the risk level of the existing IT Infrastructure in terms of lack of availability (e.g. because of non scalable IT Infrastructure, outdated technology, single site hosting, single points of failure)? |
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| 2.2 - IT Infrastructure Integration and Standardisation |
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| * What is the degree of IT Infrastructure standardisation (e.g. similar server specifications, networking technologies, desktop models etc.)? |
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| * Do documented infrastructure standards exist? |
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| * Do you use a Configuration Management Database? |
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| * To what extent, do you manage the IT Infrastructure components using a centralised tool? |
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| 2.3 - IT Infrastructure Reliability & Availability |
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| * To what extent, do you have IT Infrastructure components which are not fully supported by the vendors? |
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| * Is there a tool that provides uptime or reliability reports for the past 12 months? |
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| * Is there a tool that provides incident reporting for the past 12 months? |
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| * Do you perform real time network monitoring? |
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| * Do you perform real time systems monitoring (i.e. hardware and operating systems)? |
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| * Do you have IT Infrastructure Service Level agreements (SLAs)? |
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| * How often are IT Infrastructure SLAs reviewed and modified as per business needs? |
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| * To what extent, are you able to meet your IT Infrastructure SLAs on a yearly basis? |
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| * Are the disaster recovery plans in place and validated by the business? |
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| * Are the Business continuity plans in place and validated by the business? |
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| * Please confirm your responsibility for the management, support and operations of your countries Telephone systems | | |
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| * Do you have any backup or disaster recovery arrangements for Telephone systems in the event of failure? |
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| * Do you have a current support and maintenance plan, and SLA for your telephone systems? |
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| * Do you have any Mobile Device Management (MDM) tools to support your countries mobile phone deployment? |
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| * Do you use your own personal mobile phone, or other personal devices for doing Unilabs office work, such as e-mail connectivity to Unilabs.com? |
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| 2.4 - IT Infrastructure Scalability |
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| * To what extent are the Local area networks able to scale up (e.g. more users, higher data traffic etc.)? |
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| * To what extent is the national Wide area network able to scale up (e.g. more users, higher data volumes etc.)? |
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| * To what extent is the storage IT Infrastructure able to scale up (e.g. more users, higher data volumes etc.)? |
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| * To what extent are the servers able to scale up existing capacity (e.g. more applications, more users etc.)? |
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| * To what extent are the computers ( e.g. desktops, laptops) able to scale up (e.g. new applications, additional functionality on existing applications, new operating systems)? |
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| 2.5 - IT Infrastructure Support |
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| * How do you rate the timeliness of information updates (e.g. initial acknowledgment, ongoing updates) for incidents related to IT Infrastructure? |
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| * How do you rate the ability of the support team to solve a problem related to IT Infrastructure? |
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| * How do you rate the overall resolution time for incidents related to IT Infrastructure? |
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| * Do you use an IT product catalog to order IT Infrastructure components (desktops, laptops, mobile phones, etc.)? |
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| * Does your IT systems provide self-service features (e.g. password reset, user profile administration)? |
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| * To what degree do you use outside expertise for IT Infrastructure support? |
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| IT Infrastructure Projects |
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| * To what degree do you have plans to modernise your IT Infrastructure landscape within the next 2-4 years? |
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| 2.7 - Identity Management |
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| * To what extent is automated replication of all user accounts done accross the organisation? |
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| * To what extent is the user profile complete and identical for all systems? |
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| * How many different passwords do you use to access IT systems? |
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| * How easy is it to centrally trace user access? |
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| * Is it quick & easy to modify/add/remove user rights? |
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| 2.8 - Information security |
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| * How mature do you consider Information Security within your Country? |
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| * To what extent is there any process/organisation/responsible to ensure Unilabs adheres to legal regulations in your country? |
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| * Is there a current or already planned training and awareness program for Information Security in your organisation? |
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| * Do you have a point of contact for Information Security issues in your organisation? |
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| * Is there an approved Information Security Policy (or associated policies) in your organisation? |
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| * Have Information security risks been identified and documented in your organisation? |
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| * Do your customers (e.g. patients, hospitals, doctors, corporations etc.) have specific demands relating to the security of their data? |
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| * Within your Country, do you define authorities and responsibilities for Information Security? |
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| * How do you rate the security of the IT Infrastructure? |
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| * Do you have confidentiality and/or non-disclosure (NDA) agreements in operation? |
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| * How often do you take back-ups of data? |
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| * How often are backups tested? |
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| * How often are security events and weaknesses reported and recorded? |
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| * Have you implemented protection against external threats through mechanisms such as firewalls, anti-virus, anti-spam etc.? |
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| * Is critical equipment protected against power failure? |
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| * Is your data storage protected against disc failures? |
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| * Are development, test and production environments seperated? |
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| * Are there any procedures and policies in place to protect information sharing with external IT systems where they exchange information electronically (e.g. using mechanisms such as EDI)? |
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| * Is there an access control policy based on business and security requirements? |
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| * How often do you review access rights? |
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| * Do you have generic user accounts (e.g. several users using the same account)? |
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| 3.1 - Application Architecture |
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| * Is the application architecture documented and up to date? |
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| 3.2 - Application Integration and Standardisation |
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Is there a need to enhance application processing with automation?
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| Which areas would benefit the most from automation? | | |
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If there is an EAI in place, to what extent is EAI used to handle data flows?
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| * Do you see a need for standardisation of the applications (e.g. same design for multiple applications, etc.)? |
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Do (shall) application technical standards exist?
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| 3.3 - Application Support |
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| * How do you rate the quality of your application support? |
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| * How would you rate the availability of your application support team? |
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| 3.4 - Applications Projects |
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| * To what degree do you wish to modernize your application landscape within the next 2-4 years? |
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| * What remote diagnostic services do you currently provide (teleradiology, telepathology, …)? | | |
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| * According to you, how would you rate the importance of remote diagnostic services in the future? |
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| * What are the improvements you would like to see within this area ( in terms of adding more services, improving existing services)? | | |
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| 4.1 - External Customer Connectivity |
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| * What services do your end customers need? | | |
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| * What IT services do we need from our external partners (e.g. suppliers) and customers (e.g. hospitals, corporations)? | | |
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| * Do you currently propose diagnostics results over the web to your Customers? | | | | * If yes, please specify which Customer type (Patients? Doctors? Corporations? Etc.) | | |
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To what extent, are (should) corporations (be) able to access Unilabs IT systems and reciprocally for services (non-exhaustive list of examples below - please answer in general, with reference to all relevant services):
Get Prescriptions
Invoice payment return
Banking reconciliation
Statistics
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| * What is the type of connection (e.g. direct interface, web services, emails etc.) corporations need from Unilabs IT systems? | | |
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To what extent, are (should) hospitals (be) able to access Unilabs IT systems and reciprocally to access services (non-exhaustive list of examples below - please answer in general, with reference to all relevant services):
Demographics
Send/get invoices
Payment return
Catalogs
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| * What is the type of connection (e.g. direct interface, web services, emails etc.) hospitals need from Unilabs IT systems? | | |
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To what extent, are (should) doctors (be) able to access Unilabs IT systems and reciprocally to access services (non-exhaustive list of examples below - please answer in general, with reference to all relevant services):
Get: Receive from Dr
Offer
Integrate from DIS
Provide: Send to Dr
Propose
Integrate into DIS
Enable remote diagnostics
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| * What is the type of connection (e.g. direct link into their application, access a web site, exchange emails, etc.) doctors need from Unilabs IT systems? | | |
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To what extent, are (should) patients able to access Unilabs IT systems to access services (non-exhaustive list of examples below - please answer in general, with reference to all relevant services):
Help to find the best service
Help to find the location
e-Appointments
Online payment
Appointment reminder
On-site waiting management
Send results
Send more than results
Send confirmation of results sent to Dr
Collect feedback
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| * What is the type of connection (e.g. direct interface, web services, emails etc.) patients need from Unilabs IT systems? | | |
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To what extent, are (should) partners able to access Unilabs IT systems and reciprocally to access services (non-exhaustive list of examples below - please answer in general, with reference to all relevant services):
Supplier's catalog
Requests and results
Banking operations
SaaS
Fleet tracking
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| * What is the type of connection (e.g. direct interface, web services, emails etc.) partners need from Unilabs IT systems? | | |
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| * Please describe the current process for establishing connectivity with a customer: | | |
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| 5 - Information Management |
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| * How standardised (e.g. common naming conventions, industry standard references etc.) is your business data? |
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| * How harmonised (e.g. unique customer codes, material numbers, vendor names etc.) is your business data? |
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| * How easy is it to consolidate and aggregate data from the systems you use? |
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| * How would you rate the accuracy of existing data? |
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| * Do you have a master data management process in place? |
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| 5.3 - Information Delivery |
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| * How easy is it for users to access routine management information (e.g. monthly dashboards)? |
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| * How easy is it for users to create new reports? |
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| How easy it is to take a report and adjust it at real time to get different interpretations (e.g. different fields, aggregation by fields etc.)
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| How important is it (should be) to access management or technical information from anywhere?
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| 5.4 - Information Organization |
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| Do you have a dedicated team for generating Management information?
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| * To what extent does the team in charge of generating Management Information rely on external suppliers? |
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| Is there anything you would like to comment on? | | |
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