IT Support, Escalation & Handover Definition of Done
This section defines the criteria for escalating technical issues to the Moana Digital Health Core Team and outlines the formal Handover Definition of Done (H01 – H12) required for full hospital operational independence.
1. When to Escalate to Moana Technical Team
Hospital IT staff should escalate to the Moana Core Technical Team under the following verified conditions:
- Persistent 403 Access Errors: A screen that should be accessible returns a persistent 403 Forbidden error after the IT Administrator has confirmed correct role provisioning.
- Missing Clinical Data: A verified result, signed order, or submitted clinical note is not appearing after correct workflow completion.
- Unresolvable Sync Conflicts: A synchronization conflict cannot be resolved through the standard Conflict Resolution Queue interface.
- Analytical Discrepancies: A reporting metric appears fundamentally inconsistent with underlying clinical database records.
- Data Integrity Concerns: Any system behavior that suggests potential data corruption or transaction loss.
- Configuration Drift: Fee schedules, formularies, bed counts, alert thresholds, or role permissions do not match the hospital's approved requirements.
2. Handover Definition of Done (H01 – H12)
Handover to the local Hospital IT Team is formally complete when all twelve criteria are verified and signed off:
| Criteria ID | Operational Handover Milestone | Verification Criterion | Status |
|---|---|---|---|
| H01 | User Account Autonomy | Hospital IT can independently create, modify, and deactivate user accounts and role assignments. | ✓ Verified |
| H02 | First-Line Troubleshooting | Hospital IT can perform first-line troubleshooting using this manual for all common operational issues. | ✓ Verified |
| H03 | Tested Escalation Pathway | Escalation pathway to the Moana Technical Team has been tested end-to-end with a real simulated test issue. | ✓ Verified |
| H04 | Backup & Restore Validation | Automated database backup procedures have been executed and a full restore test has been verified. | ✓ Verified |
| H05 | Downtime Simulation | Downtime and paper recovery procedures have been tested under simulated conditions (at least one full-shift exercise). | ✓ Verified |
| H06 | Workstation Fleet Readiness | All desktop workstations, tablets, and connected barcode peripherals tested and confirmed working. | ✓ Verified |
| H07 | Paper Downtime Stock | Physical paper downtime forms stocked and available at every nursing station, reception desk, pharmacy, and laboratory. | ✓ Verified |
| H08 | Hospital IT Champion Trained | Hospital IT Champion is trained, confirmed in role, and contact details posted at all clinical escalation points. | ✓ Verified |
| H09 | Moana Support Contacts Active | Moana Technical Team support contact channels are confirmed, tested, and posted at the central IT service desk. | ✓ Verified |
| H10 | Staff Training Competency Signed | 100% of pilot clinical and administrative staff have been trained and competency records signed off. | ✓ Verified |
| H11 | Readiness Gates Passed | All ten implementation readiness gates (G1–G10) have been formally reviewed and signed off. | ✓ Verified |
| H12 | Executive Handover Acceptance | Hospital leadership and clinical executives have formally accepted the system handover. | ✓ Verified |
3. Formal Handover Sign-Off Block
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| FORMAL SYSTEM HANDOVER SIGN-OFF |
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Hospital Representative: Moana Digital Health Implementation Lead:
Signature: ____________________________________ Signature: ____________________________________
Name & Title: _________________________________ Name & Title: _________________________________
Date: _________________________________________ Date: _________________________________________