Ukraine Data Platform Support Model

Overview

The Wales, Nation of Sanctuary: Ukraine Data Platform (UDP) was launched in June 2022. This system is aimed at helping our joint response to Ukrainian’s seeking sanctuary in Wales – by ensuring security of individuals and their families by recording their individual journey from the point they receive their letter to travel through to being safely settled in their permanent accommodation.

The system is hosted by Digital Health and Care Wales (DHCW). DHCW provide the service desk support for the system, but further support is provided by Welsh Government, Microsoft and DHCW Infrastructure team.

This page sets out the service model to be adopted by all local authorities and health boards when seeking assistance on the system to ensure DHCW can provide a timely response to queries.

The sort of incident scenarios we anticipate can be categorised into the following:

Escalation table

Queries for Welsh Government

Incident Possible Cause Action
User requires access to the system for operational need. System account request The local UDP champion should:
  1. Check that user has a Microsoft 365 account, if they do not then they should arrange with local IT.
  2. Local UDP champion should email (NationOfSanctuarySurvey@Gov.Wales) the Welsh Government UDP service team with the user’s name and 365 email details. Email Subject should be “HFU User Request”
Deletion of User from the system If user, no longer requires access to the system or has left the local organisation then we need to be informed from a security perspective.
Please note periodic reports will be run to show user inactivity. 		The local UDP champion should email (NationOfSanctuarySurvey@Gov.Wales) with the details. Email Subject should be “HFU Deletion Request”
Application issues Possible user error – failure to use Save button / system fault Local UDP champion to review the users’ actions. If the Local UDP champion is content that the user is using the system correctly then they should email the NationOfSanctuarySurvey@Gov.Wales for further support. If a system failure is identified WG to refer issue to the DHCW service desk. Email subject should be ‘HfU Application Issue’.
User(s) notice data inaccuracies or anomalies Possible data load issues / User errors in transfer of data between LA’s. The Local UDP champion or local service desk should email NationOfSanctuarySurvey@Gov.Wales with the details. Email Subject should be “HfU data issue”
User identifies opportunity to improve the system System change request The opportunity should be discussed with the local UDP champion first.
Local UDP Champion should email (NationOfSanctuarySurvey@Gov.Wales) Welsh Government with the suggestion. Email Subject should be “HFU application change request”
User cannot see some or all of the expected data User permissions issue The Local UDP champion or local IT service desk should email (NationOfSanctuarySurvey@Gov.Wales) with the details. Email Subject should be “HFU data issue”

Queries for DHCW Service Desk

Incident Possible Cause Action
User unable to access the system Either:
  1. Local infrastructure issue (e.g. unable to access the internet)
  2. Account set-up issue
  1. Contact local IT service desk to see if there are issues which would be stopping the user accessing UDP. If there are no local issues either the local UDP champion or the local IT service desk should email (service.desk@wales.nhs.uk) the DHCW NSD with the details. Email Subject should be “HfU Access issue”
  2. If there are no local issues either the local UDP champion or the local IT service desk should email (service.desk@wales.nhs.uk) the DHCW NSD with the details. Email Subject should be “HfU Access issue”
Multiple users unable to access the system Either:
  1. Local infrastructure issue (e.g. unable to access the internet)
  2. HFU infrastructure issue
  1. Contact local service desk to see if there are any issues which would be stopping the user accessing UDP. If there are no local issues either the local UDP champion or the local IT service desk should email (service.desk@wales.nhs.uk) the DHCW NSD with the details. Email Subject should be “HfU Access issue”
  2. If there are no local issues either the local UDP champion or the local IT service desk should email (service.desk@wales.nhs.uk) the DHCW NSD with the details. Email Subject should be “HfU Access issue”
MFA issue MFA fault The Local UDP champion or local IT service desk should email (service.desk@wales.nhs.uk) the DHCW NSD with the details. Email Subject should be “HFU MFA issue”
Application performance System fault – running slowly / network issues Contact local IT service desk to see if there are any local issues which would be causing the system to run slowly (e.g. network issues).
If no local issues the Local UDP champion or local IT service desk should email (service.desk@wales.nhs.uk) the DHCW NSD with the details. Email Subject should be “HfU application performance issue”

Note: Local UDP champions may also be called Local UDP super-user

National Service Desk

To log a call with the National Service Desk use email address service.desk@wales.nhs.uk ensuring that the Subject / Title line contains "HFU" (case sensitive)." All further correspondence regarding an incident should be via the contact link in the ServicePoint confirmatory email.

The following information will be expected to be presented in the email:

  • Originating Service Desk or UDP Champion details (Organisation and Name)
  • Brief description of the incident
  • Full description of the incident
  • Username
  • User contact details
  • Phone
  • Email
  • Office location
  • Work location
  • What has currently been done to resolve the incident

Please note the NSD will expect you to have carried out the following checks prior to contacting them, if these initial checks have not been carried out your request for assistance will be rejected. Checks include:

  • Correct browser
  • Network checks
  • Ensuring no local IT issues are causing the issue