The Help Desk and Support Services is a line of communication and consequent action for problem solutions and support, led by the Jembi team and directed to support for SESP, EPTS system and related equipment and infrastructure financed by PEPFAR. It is a communication service between the different departments of Jembi (BA, developers, implementers, infrastructure, and logistics), users, and all clinical and funded partners of PEPFAR. It solves a wide range of problems through a complex, standardized, and organized workflow, with strict roles of confidentiality and security and regular M&E and statistics production for reporting. As the lead PEPFAR HIS partner in Mozambique, Jembi is fully responsible for the HDSS for the SESP, and EPTS systems and infrastructure funded by PEPFAR. The HDSS is the first working and efficient example of professional services with the “client” (MoH, users, and all the PEPFAR clinical partners and sub-awardees). According to the H.D. terms of reference agreed with CDC, Jembi’s primary role is:
- Support to daily bugs (sync issues, upgrade issues, docker issues, and others)
- Support hardware implementation issues
- Support HIS installation, implementation, and use issues
- Support partners to upgrade their OpenMRS instances
- Support SESP deployment and infrastructure issues
- Implement report and form changes for PEPFAR and MOH and deploy to partners
- Implement a comprehensive monitoring system to report tickets and elaborate reports and statistics about the nature of problems, origin, and time for solution.
Key Jembi results for HDSS:
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Time of Jembi engagement:
Two years (Ongoing);