Helpdesk

Relevant Extract from current Policy's and Procedures

Below are a list of the services available through the IDGP helpdesk. A full update of the latest Policies and Procedures that relate to the changes for the year 2004 – 2005 will be posted when completed. Below are some of the sections used within the current Policy and Procedures, most of these sections will have little to no adjustments.

IM/IT Helpdesk Service Availability

Helpdesk services are available during normal IDGP business hours (Monday to Friday, 8.00am to 5.00pm). By prior arrangement, Helpdesk staff may be able to assist IDGP members outside normal business hours.

Logging a Helpdesk Call

All requests for service must be logged via the IDGP IM/IT Helpdesk using the following steps.

  1. Telephone (02) 4226 7056 during IDGP business hours (Monday-Friday, 8.00am to 5.00pm) and ask for the IM/IT Helpdesk.

  2. If a Helpdesk Officer is available, your call will be transferred.

  3. The Helpdesk Officer will ask for the following information:

  • Name of caller

  • Name of customer for whom services will be provided and who will be responsible for the Helpdesk fees and charges

  • If the customer is a new customer, customer contact details and billing information will be requested (ie, telephone and fax number, street address, e-mail address, business name for invoicing, postal address, customer’s ABN)

  1. The Helpdesk Officer will confirm the Membership status of the customer and advise the caller.

  2. The caller will be asked if they are familiar with the IDGP IM/IT Helpdesk Policy and Procedures, including Helpdesk fees.  If the caller is not familiar with the Policy and Procedures, the Helpdesk Officer will confirm applicable fees and charges for services provided through the Helpdesk.

  3. The caller will then be asked to confirm that they would like to log a service request with the Helpdesk.  Fees and charges as outlined in this document will apply from this point forward.

  4. The caller will be asked to provide a detailed description of the problem or the service being requested.  This will be recorded in the Helpdesk database.  Task allocation, escalation and service provision will then proceed (see section 5.2).

  5. If a Helpdesk Officer is unavailable to take a Helpdesk call, the IDGP staff member answering the telephone call will take the name and contact number of the caller, and the caller will be asked to provide a brief description of the problem or service request and the perceived urgency of the request.  These details will be forwarded to the Helpdesk for action.

Arrangements may be negotiated for provision of Helpdesk services outside normal working hours (as specified above).  Please note that additional charges apply for Helpdesk services provided outside normal working hours.  Please refer to section 4 regarding Helpdesk Charges.

Free Consultation:  System Analysis and Recommendations

This service is available free to all GP Member practices, and involves a one hour consultation on-site by one of the Helpdesk staff to document and analyse the practice’s current information technology and information management system.  A report will be provided to the GP Member practice in writing, and will include any recommendations from the Helpdesk regarding system modifications, improvements or future needs and considerations that the practice may wish to take into account in IM/IT planning.  Information regarding the practice’s IM/IT system will be kept on file as part of the Helpdesk operations in order to assist with any future Helpdesk service requests.  

A request for this service must be logged through the IDGP IM/IT Helpdesk in the name of a current GP Ordinary Member.  The GP Member will not be billed for the time taken by the Helpdesk Officer to undertake the consultation or prepare the written report.  However, a call out fee will apply  to the on-site visit to undertake the consultation, in keeping with section 4.1 of this policy.

Consultant Associate Members and Non Members may also request this service, however, normal Helpdesk fees and charges apply for the provision of the service.

Authorised Service Requests

Any employee of the customer who requests a service on behalf of the customer will be deemed to be acting with the consent and authority of that customer.  Employees of the customer will be asked to provide the name of the customer for whom the service will be provided, in order to accurately bill the customer according to the applicable rate.

Waiting Times

If an on-site visit is required in order to provide the requested service, billing for that service will commence from the time of arrival of the IDGP IM/IT Helpdesk Officer at the customer’s premises.  Customers will be billed for any time the Helpdesk Officer spends waiting.  To avoid these additional charges, customers should contact the Helpdesk as soon as possible to inform Helpdesk staff of any delays.  The customer should ensure that a suitable person is nominated to meet the Helpdesk Officer on arrival to avoid any delays.

Minimum Fees

Minimum fees apply.  The minimum fee for IDGP IM/IT Helpdesk services provided through on-site support, is the cost of one 30 minute interval.  For all other services provided the minimum fee is the cost of one 15 minute interval.  The call out fee will also apply for all on-site visits within the IDGP’s boundaries, unless the on-site visit is cancelled before the Helpdesk Officer begins travelling to the customer’s location.

Invoices

Customers will be issued with a Tax Invoice, detailing any applicable call out fees, hourly charges, and GST, for all services provided up to the end of each calendar month.  Payment of invoices is required within 14 days of the date of invoice.  Invoices will be made out to the customer’s business name and sent to the business address.

Call Out Fee

A fee of $33.00 (including GST) will apply to every on-site visit made by a Helpdesk Officer to a customer’s premises, in order to carry out a service request.  This fee applies where the customer’s premises are located within the IDGP’s boundaries (Helensburgh to Gerroa), and regardless of the time spent at that location.  This fee will apply once only per on-site visit to complete a requested service.  If the Helpdesk Officer deems that an additional visit is required in order to complete the nominated service, no further call out fee will apply.  However, any new services to be provided in addition to the original service request, which require an additional visit to the site will attract and additional call out fee.

For customers whose premises are located outside the IDGP’s boundaries, separate charges apply.  These will include cost of travel on a per kilometre basis to and from the premises and the IDGP, and charges for time spent in travelling, according to the hourly rates applicable in this section.  The charges will be discussed with the customer prior to the service being undertaken.

Hourly Rates for Provision of Services

For the provision of all services as outlined in section 3, and within normal IDGP business hours, the rates indicated in Table 1 will apply.  The hourly rates are based on the customer’s membership status with the Illawarra Division of General Practice Ltd at the time the service is logged with the IM/IT Helpdesk.  Travel time to and from the customer’s premises for on-site visits will not be charged, if within the IDGP’s boundaries (see section 4.1 above).  

Table 1:  Hourly rates for services provided through the IDGP IM/IT Helpdesk

Customer CategoryHourly Rate (including GST)
GP Members$77.00
Consultant Associate Members$110.00
Non Members$132.00

The above listed prices are current as at 31/06/2004.