Equipment Policy Viewer

1. PURPOSE:

To establish policies and procedures that govern distribution, access and appropriate use of IT devices including communication devices, computer hardware, peripheral devices and IT services.

2. APPLICABILITY:

All staff under Team one.

3. DEFINITIONS:

3.1. Account: Refers to Desktop/laptop infrastructure and email account.
3.2. Business mobile: A service used to connect staff together over the GSM (Global System Mobile), 3G, 4G and 5G networks.
3.3. Communications: For the purpose of this APP, refer to data/voice lines, desk phones, mobile devices, SMS services, fax machines and voice mail.
3.4. E-Directory: Electronic copy of the telephone directory.
3.5. Fax Machine: Device that sends and receives printed pages or images over telephone lines by converting them to electronic signals.
3.6. International line access: A code that allows the user to make international calls.
3.7. IP Phone: A phone device that uses voice over IP (VOIP) technology and has multiple features such as free setting, receiving multiple calls, call routing etc.
3.8. National line access: A code/method that allows the user to make domestic calls in the Kingdom of Saudi Arabia and mobile calls.
3.9. Peripheral Devices: Any computer device that is not part of the essential computer but is situated close by such as a keyboard, a mouse, a Duck Station, a CD / DVD drive, a Barcode Reader, a Flash memory, a printer and scanner.
3.10. PC: Are personal computers designed for regular use at a single location.
3.11. Shared Folder: A data storage file and sharing services provided to the all users.
3.12. Short Messages Services (SMS): A text messaging service to be used for business needs.
3.13. Wireless IP Phone: A wireless phone device that uses voice over IP technology.
3.14. Laptop: A laptop is a portable personal computer designed for mobility and convenience.
3.15. Closed-Circuit Television (CCTV): It refers to a video surveillance system in which signals are transmitted in a closed system, not broadcast publicly, allowing for monitoring and recording of activities in a specific area.

4. POLICY:

4.1. Team One endeavors to provide efficient Informatics and Technology services through the Informatics & Technology (I&T) Department optimizing the efficiency of all Team 1 company employees and the quality of healthcare provided within the organization.
4.2. Employee/s or Departments shall be provided with IT hardware or peripheral devices to be used for work related purpose and based on business needs and eligibility described in Eligibility Matrix.
4.3. All IT channels, Services Level Agreements and Escalations levels are defined in the Escalation Procedure.
4.4. IT devices are purchased, tracked and distributed by the Customer Service Section.
4.5. Property Control and IT shall collaborate to tag the device and register it on the system under the custody of the end user after they receive a copy of the Acceptance Form.
4.6. IT Department shall assess and approve all requests based on the requested business requirements.
4.7. Installation of personal IT devices at the workplace is prohibited unless it is issued by the IT Department or have an approval document.
4.8. Users are responsible for the IT devices usage and condition.
4.9. Departments within organization shall be responsible for managing their own communication system/s and controlling any service abuse in accordance with relevant policies and procedures.
4.10. The use of mobile devices, fax, wireless phones or any communication systems and services must be for business use only, and personal use is not permitted.
4.11. In the event of inappropriate, non-business use of the communication systems and services, the Department Head shall be responsible to report such events to the IT then the IT shall provide a detailed bill then send it to the finance for further action of payment/ deduction.
- 4.11.1. Technology Section shall generate or order billing statements for chargeable services as per rules.
- 4.11.2. When received, the billing statements shall be forwarded to the Finance Department for further action of payment/deduction.
4.12. Technology Section shall provide analytical assistance to Department Heads / chairmen if requested for managing their communication systems and detecting patterns of abuse.
4.13. Terminated or resigned employees processing their final clearance must be signed by Manager, IT and return any IT devices within their custody to IT department in good working condition together with all device accessories.
- 4.13.1. Any damage to the devices that will cost, charges must be paid to the Finance Department.
- 4.13.2. Property control and IT shall transfer the custody to the new user
4.14. All IT Services shall commence once received through the official IT channels by completing the electronic request through web portal.
4.15. All Technologies shall be under monitoring to ensure continual system operation and technical support.
4.16. All technologies using a wireless connection shall be available only within the building.
4.17. PC/laptop and account:
- 4.17.1. Provided to employees, once officially joined the organization, and the distribution shall be based on the Queue, criticality and availability.
- 4.17.2. Account information shall be sent to the user and user must change his/her password immediately.
4.18. PCs, Laptops and tablets:
- 4.18.1. Provided to eligible Team 1 employees (Appendix A) and the distribution shall be based on the Queue, criticality and availability.
- 4.18.2. Copier machine and printers
- 4.18.3. Printers and copy machines in Team 1 shall be centralized in each area.
- 4.18.4. Each area shall have a passcode to use the machines; user shall not share the passcode to any employee.
- 4.18.5. Laptops must remain within the work premises at all times. In cases where removal is necessary, prior approval must be obtained from the department head, and the IT department must be notified accordingly.
4.19. Shared Folder Service:
- 4.19.1. IT shall create a shared folder services to employee.
- 4.19.2. Each department can request using the Web Portal and the department shall be responsible of all data stored in their folder.
4.20. All folders and sub folders shall be protected and the authorization (Read or Write or Both) shall be defined by the requester and approved by line manager / department head.
4.21. IPT Services:
- 4.21.1. The wireless IP phone shall be provided for eligible employees and technical support and based on the department justification. They shall be responsible for ensuring that the wireless telephone is functional and used appropriately:
- 4.21.2. IP phone remains operational and must carry it at all times (during working hours).
- 4.21.3. All phones shall be linked and named to eligible staff. Phones shall not be named as a department or an unclear name.
4.22. Informatics and Technology Department shall:
- 4.22.1.1. Approve the required IPT service as per priority and necessity.
- 4.22.1.2. Provide electronic copy of the phone directory (e-Directory) and shall be automatically maintained, and available to users in main shared folder.
4.23. SMS services:
- 4.23.1. Provided based on the departments' needs and shall be communicated with the customers through their mobiles.
- 4.23.2. The approval from Executive Director/ Chief Executive Officer is mandatory for this service.
4.24. Business Mobile Network (BMN):
- 4.24.1. Executive Directors/Chiefs, eligible employees and healthcare providers shall be provided with this service, and it is their responsibility to ensure that the Phones remain operational and must carry them at all times (during and after regular working hours).
- 4.24.2. A monthly bill shall be generated and sent to the IT Department by the service provider.
- 4.24.3. A duly signed billing statement shall be forwarded to the Finance Department for processing every month.
- 4.24.3.1. Users are responsible to do the fingerprint before receiving the SIM card as per the instruction from Ministry of Interior.
- 4.24.3.2. BMN user(s) are responsible for reporting any coverage problems to the Customer Service Section under IT.
- 4.24.3.3. BMN user(s) are responsible for not exceeding the monthly limit for the business mobile, and if users reach this amount, an action shall be taken to deduct the amount from the user salary after processing between the related departments.
- 4.24.3.4. In case of device damage or loss, users are responsible to directly report that to informatics and technology for further evaluation and direction.
4.25. National Access:
- 4.25.1. National access shall only be provided to Executives/Directors/managers/dispatch staff if needed. Once it is approved, the access shall be granted on the telephone extension.
- 4.25.2. National access can be provided to other users based on their business requirements and shall be approved by line manager.
- 4.25.3. The IT department has the right to reject the request if the justification is not acceptable.
- 4.25.4. The IT department has the right to remove the access if it is no longer needed, and there shall be a periodic check for all users who have a national access.
- 4.25.5. The national access shall be for business use only. Personal use is prohibited and shall be charged to the end user.
4.26. International Access:
- 4.26.1. International access shall only be provided to the End user upon the conference and once the service is needed. Once it is approved, the access shall be granted on the telephone extension and removed once it is no longer used.
- 4.26.2. The IT department has the right to reject the request if the justification is not acceptable.
- 4.26.3. The IT department has the right to remove the access if it is no longer needed, and there shall be a periodic check for all users who have international access.
- 4.26.4. The international access shall be for business use only. Personal use is prohibited and shall be charged to the end user.
4.27. Acceptable Uses:
- 4.27.1. IT devices must be used based on the employee's job requirements, Job Description and for Business-related purposes only.
- 4.27.2. Sharing of Computer or Computer peripheral in open areas
4.28. Prohibited Uses:
- 4.28.1. Personal Use
- 4.28.2. Visitors, Patient relatives or any non- staff are not allowed to use any of Team one IT devices.
- 4.28.3. Any kind of illegal purpose such as, but not limited to:
  - 4.28.3.1. Misusing or abusing any of the received devices/services.
  - 4.28.3.2. Exchanging any of the devices mentioned above.
- 4.28.4. Changing or stealing any part of the mentioned devices/services.
- 4.28.5. Opening the Box of the computers, printers or any other devices.
- 4.28.6. Physical abuse of the device or intentionally damaging it.
- 4.28.7. All damaged IT Devices shall be evaluated and repaired by the IT department depending on the severity of the damage. Temporary devices, if available shall be issued during the course of repair.
4.29. Misuse/Damage of IT Devices or Services:
- 4.29.1. Any loss, damage or stolen that is determined to be the result of personal negligence, misconduct, intentional wrongdoing, deliberate or conscious violation of equipment operating instructions or procedures shall be treated as a separate incident and shall be reported to the Department Head, Security, IT and Property control for further deduction action as per the regulation.
- 4.29.2. If an employee is found to be in violation of the rules and policies, the event shall be reported to the department head for appropriate action.
- 4.29.3. Appropriate action shall be taken according to the findings of investigation and in accordance with Disciplinary Actions
4.30. Closed-Circuit Television (CCTV):
- 4.30.1. Periodic inspection and maintenance of the CCTV system shall be conducted at least once every six months, or more frequently if required. All inspections and maintenance activities must be properly documented, and the related reports and data shall be shared with the FMS (Facility Management Services) department and the Security Section.
- 4.30.2. Corrective Maintenance: All requests for corrective maintenance must be formally submitted by the Security or FMS department. Upon receiving the request, the IT department shall address and resolve the issue, and subsequently report the outcome back to the requesting department.

5. PROCEDURE:

5.1. All service request or events shall start with appropriate channels with the calling of IT department, Web Portal or sending an official email to IT.
5.2. The IT representative shall receive the request and shall register it through the web portal. The requester shall receive an email notification including service request number, for further follow up.
5.3. Once the Request is closed or resolved, the requester shall receive an email notification about the exact status.
5.4. Prior to initiating a request for equipment access, the equipment and services must be selected from the Eligibility Matrix for IT Product & Services
- 5.4.1. The requester shall submit a request for the devices or services he/ she needs through Web portal or IT Support email and it has required line manager/ department head approval.
- 5.4.2. IT department or the authorized designee shall review and approve the request.
- 5.4.3. The name of the line manager and Department Head shall be clear in the request.
5.5. The IT Manager approves the request and forwards it to his team to deliver the requested equipment or service.
5.6. Upon delivery of the requested equipment or service, the employee must sign the Customer Acceptance Form.
5.7. The type of IT service for contractors and sub-contractors depends upon the approved terms and conditions stipulated within the contract.
5.8. Transferring IT system / service to another party requires to be submitted through the Web Portal.
- 5.8.1. The presence of both current user and new recipient are mandatory.
- 5.8.2. For device transfer, change/ replacement, the request shall be submitted through Web Portal, the Head and IT Department shall be notified for approval, once approved and transferred by IT, the IT shall notify the property control though email.
5.9. Maintenance and Workshop
- 5.9.1. For damaged IT equipment, a report and Devices Damage/Loss form shall be completed (Appendix D). The employee shall be charged in accordance with the findings of the Department head report and as per the governing law.
  - 5.9.1.1. Finance Department shall issue a signed receipt for payment of fees.
  - 5.9.1.2. The employee shall present the signed receipt to IT Department.
  - 5.9.1.3. IT Department shall send a deduction- statement memorandum to the Finance Department requesting loss/damage units' charges to be deducted from the employee's salary if validated based on the findings of the Department head report.
- 5.9.2. Corrective Maintenance Workflow
  - 5.9.2.1. Once a request for corrective maintenance or repair is received, a Service Request Number is generated and an acknowledgment email is sent to the requester. This email shall include:
    - 5.9.2.1.1. The ticket number,
    - 5.9.2.1.2. Confirmation of receipt
    - 5.9.2.1.3. An estimated time for resolution, and
  - 5.9.2.2. Information on whether the issue will be:
    - 5.9.2.2.1. Repaired internally by IT,
    - 5.9.2.2.2. Sent for external repair,
    - 5.9.2.2.3. Or if a replacement unit can be provided from available IT stock.

6. RESPONSIBILITIES:

6.1. Informatics & Technology Department and other relevant department shall be responsible for implementation and adherence to the provisions of this APP.
6.2. Informatics & Technology Department shall monitor the compliance to this policy and provide necessary updates when needed.

7. APPENDICES:

7.1. Eligibility for IT Products & Services (Appendix A).
7.2. Escalation Procedure (Appendix B).
7.3. Customer Acceptance Form (Appendix C).
7.4. Technology Devices Damages/Loss Form (Appendix D).

8. REFERENCES:

8.1. JCI
8.2. CBAHI

9. DEVELOPMENT TEAM:

9.1. Supervisor, ERP
9.2. Supervisor, System and Application
9.3. Supervisor, Infrastructure and Telecommunication
9.4. Manager, Finance