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The Office of the Chief Executive also playedan integral role in our COVID-19 responseby assisting each HSS function in developingtheir business continuity plans and ensuringimportant COVID-19 information wascommunicated to all employees in a clear andtimely manner.To provide a coordinated approach to supportthe broader WA health system’s COVID-19response and preparedness for any potentialoutbreaks, we also established a temporaryCOVID-19 business unit.This ensures we can appropriately respondto any increased demands, particularly giventhe risk profiles associated with COVID-19initiatives such as the contact tracing system,SafeWA, VaccinateWA and other COVID-19applications.Delivering on major programsThis year, we continued to deliver a numberof key outcomes in our major customer-drivenICT programs and projects on behalf of the WAhealth system.These initiatives, which are part of the WAHealth Digital Strategy 2020-2030 andSustainable Health Review, will help drivedigital innovation and technology that willpositively impact the way health care isdelivered to the WA community.8Health Support Services Annual Report 2020-2021The transformational HealthNext program ledby HSS will modernise the WA health system’sICT legacy infrastructure to a scalable, costeffective, hybrid-cloud environment to bettersupport the delivery of health care.Achievements in 2020-21 include theestablishment of the WA Health Digital PrivateCloud to provide a modern technology platformand the migration of over 1,000 clinical andcorporate applications to the new cloudresulting in reduced costs and risks associatedwith the maintenance of legacy physical ITinfrastructure.The implementation of a new Human ResourceManagement Information System (HRMIS) forthe WA health system reached a significantmilestone this year.Key achievements include remediation activitiesto help strengthen our current HR, payroll androstering systems, the commencement of aproof of concept following a successful tenderrequest, a revised system-wide establishmentand workforce data policy, and a new set ofconsistent business rules.The HRMIS Program, which is beingimplemented in two phases, is on track tocomplete its first phase by December 2021.Another major ICT initiative led by HSS is theMedical Imaging Replacement Program (MIRP)which will provide a new and modern medicalimaging solution at all major WA health hospitalsites to assist radiologists with more effectivediagnosis.This year, the Program successfully replaced allend-of-service radiology diagnostic workstationsin readiness for the new medical imagingsolution planned to go live at all hospital sitesbetween October 2021 and June 2022.Following the passing of the Voluntary AssistedDying Act 2019, extensive planning andpreparation was undertaken by the WA healthsystem and stakeholders for Voluntary AssistedDying (VAD) to be accessible by eligibleWestern Australians from 1 July 2021.To support the implementation of thislegislation, HSS led a project to develop a VADInformation Management System (VAD-IMS)portal. This system enables eligible medicalpractitioners and the VAD Board to manageworkflow and caseload management, as wellas providing auditing and reporting functions forevery instance of VAD.The customised VAD-IMS solution wascompleted by HSS in nine months and releasedin May 2021 for practitioners to register withthe system, with full functionality made availableonce the legislation came into effect on1 July 2021.

Delivering on our promisesIn January 2021, we established a ProgramDelivery business unit to enhance our ability torespond to the changes in the ICT environmentand ensure we remain on track to successfullydeliver almost 250 million worth of ICTprograms and projects.Having a dedicated business unit will providethese major multimillion-dollar projects greatersupport whilst enabling us to scale up asrequired in line with the WA health system’spriorities.Like many organisations, HSS had to constantlyadapt to the complex and often ambiguousenvironment to ensure we could supportthe state-wide COVID-19 response whilstmaintaining essential services to our customers.The learnings we gained since the start of thepandemic has enabled us to better plan andprepare so we could maintain core services forour customers.Despite the challenges associated withCOVID-19 lockdowns and restrictions, wemanaged to ensure all WA health systememployees received their fortnightly pays,invoices were paid, and customer calls wereresponded to efficiently.This has been a testament to the work byall HSS teams in meticulously preparing ourbusiness continuity plans (BCPs), our abilityto enact these plans to good effect and theflexibility and adaptability of our employees.Growing our culture andcapabilitydevelopment areas to support every person atHSS to reach their full potential.A new online Learning Management System(MyLearning) was also launched in April 2021,providing employees with better access andflexibility to various learning and developmentopportunities.Crucial to the success of every organisation isits people.This year, we put in place a number ofinitiatives to look after our people while growingour culture and capability.Targeted leadership development programsfocussed on Managing at HSS, Foundationsof Leadership, and Coaching to Engage andEmpower were delivered to our extendedleadership team.In July 2020, we launched our HSSCapability Framework defining the rangeof core capabilities (knowledge, skills andbehaviours) required for success at eachTier (4 to 6).Aligned with this new framework was thelaunch of our performance developmentprogram, MyPerformance.This new program, centred around regularand meaningful conversations, enables ouremployees and leaders to regularly reviewand recognise performance and capabilityHealth Support Services Annual Report 2020-20219

Having a culture that maintains a highlyengaged and satisfied workforce is integral todelivering the best outcomes for our customers.Their contribution to date has proved invaluableto HSS and we look forward to continuing towork together with every member in 2021-22.We are pleased 83 per cent of our workforcetook part in the Minister for Health’s Your Voicein Health Survey in March 2021 which wasmore than double the participation rate in 2020.Setting a new strategyWhile our engagement score remained thesame, results from the survey provided us withvaluable indicators on what was important toand valued by our people, and revealed areaswhere we can continue to do better.A new era for HSS1 July 2021 also marked the start of a newera for HSS with the commencement of ourHSS Board to provide strategic direction, driveorganisation performance and oversee ourgovernance functions.Our Board members were appointed followinga rigorous selection process and come with adiverse range of experience across the fieldsof medicine and health care, finance, law, andcommunity and consumer engagement.10Health Support Services Annual Report 2020-2021Led by the HSS Board and Executive team,we commenced a process this year to developa new Strategic Plan 2022-24 to provide theorganisation with a clear direction and focus forthe next three years.This process takes into account theaccomplishments we have made since webecame a statutory authority in 2016 andthe changes in our internal and externalenvironments that have since occurred.Extensive engagement with our customers andour people through workshops, focus groupsand site visits have been conducted to enableus to better understand their views on theservices HSS provides.This is an exciting time for HSS and we lookforward to launching our new Strategic Planthat aligns with our customers’ future needs andpriorities.AcknowledgmentsFinally, we want to thank our customers fortheir ongoing support throughout 2020-21 andfor placing their trust in us to support them toprovide excellent health care.We also extend our heartfelt appreciation toevery single HSS team member for what wehave been able to accomplish together. Wecould not have done it without you and believeour best days are yet to come because of yourunwavering commitment and dedication.Michael WalshBoard ChairRobert TomsChief Executive

Our Business Plan for yActivitiesWe support our customers to provide excellent health careOverarching KPI Customer Satisfaction Score (CSAT)Thinkcustomer firstSIMPLEWe promise,we own, we doWe will finda wayRELIABLEWe make adifference togetherRESPONSIVESimplifying the customerexperienceConsistently delivering a highquality service to our customersResponding to our customers’needs and expectationsCustomer Effort ScoreSLA PerformanceService Agreement PerformanceFinancial PerformanceCustomer Driven Program DeliveryCulture ScoreEmployee Engagement ScoreTransform2021 erExperienceCulture andCapabilityCompleting the design andimplementation of the remainderof our new Operating Model (andorganisation structure).Focusing on the Transform2021program, and consolidating all otherchange and improvement initiatives,to drive better performance acrossour core services.Working to improve our customers’experiences, including enhancedcustomer service skills, systemsand processes.Ensuring our people are equippedwith the right set of capabilitiesand behaviours to support ourbusiness objectives.Health Support Services Annual Report 2020-202111

Our Operating Model12Health Support Services Annual Report 2020-2021

Performance highlightsAs the shared services provider for the WA health system, HSS played a crucial role during 2020-21supporting our customers and the state’s COVID-19 response.Supporting WA’s COVID-19responseNew contact tracing systemThe emergence of the COVID-19 pandemicrequired public health contact tracers toundertake rapid tracing and surveillance inorder to contain an outbreak.It was identified the contact tracing team wouldrequire a better tool than the system that was inplace at the start of the pandemic. This largelymanual, paper-based system relied heavilyon users switching between multiple platformsand SMS communication via individual mobilephones.Following a request by the Department ofHealth (DoH) and Metropolitan CommunicableDisease Control (MCDC), HSS carried out arapid assessment of the requirements for a newCOVID-19 contact tracing solution to identify asuitable replacement.In consultation with the MCDC, HSS undertooka procurement and comprehensive evaluationprocess, before developing and implementingthe Public Health Operations COVID-19 UnifiedSystems (PHOCUS).This new digital contact-tracing systemfunctions as a medical record and enablessymptoms monitoring via automated SMS andemail messages to COVID-19 cases and theircontacts.PHOCUS Release 1 was rapidly delivered byHSS for COVID-19 contact tracing and wentlive in April 2020 in response to the risingCOVID-19 case numbers that were beingexperienced in WA.These integrations haveimproved overall casemanagement by allowingcases and contacts to beidentified quicker andshortening the windowfor communityspread.In 2020-21, HSS coordinated PHOCUSRelease 2 to improve the system’s track andtrace functionality, quarantine management,mandatory Commonwealth reporting andimprove efficiencies to Public Health Operationsworkflows.HSS continues tosupport evolvingcontact tracingefforts by providingapplication support,maintenanceand solutionenhancements toPHOCUS.Further enhancements to PHOCUS includethe integration of data from the state’s digitalcontact register, SafeWA app, and COVID-19test results from PathWest and privatepathology providers to optimise the WA healthsystem’s ability to track and trace whenmanaging outbreaks.Effective containmenthas been the backboneof the WA health system’sCOVID-19 response and ourrole in rapidly implementing aneffective contact tracing system hasbeen a significant contributing factor.Health Support Services Annual Report 2020-202113

SafeWAIn response to the COVID-19 pandemic, theWA Government made it mandatory from5 December 2020 for particular businessesto maintain a contact register to improve theState’s contact tracing capabilities.In preparation for the implementation of thispolicy, HSS was approached by the StateGovernment in November 2020 to develop aneasy and secure process for businesses andvenue operators to maintain a digital contactregister.HSS worked in partnership with DoH, theDepartment of Premier and Cabinet (DPC),Small Business Development Corporation anda range of industry stakeholders to scope therequirements and to develop a suitable solution.In just three weeks, HSS was able to procure,develop and implement the SafeWA digitalcontact registration system one week beforemandatory contact registers came into effectin WA.This enabled businesses and venue operatorsto easily create a QR code for individualsto quickly and securely check-in via theSafeWA app.In the first two weeks following the launchof SafeWA, it recorded more than 1 millionindividual registrations, 28,000 businessregistrations, and six million cumulativecheck-in scans.14Health Support Services Annual Report 2020-2021SafeWA also quickly became the number onefree app in Australia in both the Google andApple app stores.This simple-to-use digital solution was furtherenhanced to ensure the security, confidentialityand integrity of data and to improve userexperience and accessibility.SafeWA has been instrumental in enablingpublic health contact tracers to quickly identifyincidental or “casual contacts” who may havebeen to COVID-19 exposure sites to limit thespread of COVID-19 within WA.During a snap circuit breaker lockdown ofthe Perth metropolitan and Peel region inJune 2021, contact tracers were ableto use SafeWA to identify 962out of 1,036 casual contacts(92 per cent) linked to apositive case.SafeWAScan or clickthe QR Code tolearn how easy it isto use SafeWA

As at 30 June 2021, there were more than 1.96million individual registrations, 78,000 businessregistrations and more than 265 million recordedscans.Following an extensive scoping exercise,HSS was able to procure and rapidly developVaccinateWA in preparation for the state’sCOVID-19 vaccination program.HSS continues to provide ongoing supportfor SafeWA to ensure it remains a simple andeffective tool.VaccinateWA was launched on 5 February2021 in time to support the commencement ofstate-run COVID-19 vaccination clinics on22 February 2021.VaccinateWAFollowing the successful development andimplementation of SafeWA, the Department ofHealth (DoH) engaged HSS in December 2020to develop an ICT solution to support the state’sCOVID-19 vaccination management processesand workflows.DoH was requested the vaccine managementsystem include functionality for: vaccine distribution and inventorymanagement vaccination registration, consent andappointment bookings integration with the Australian ImmunisationRegister and the national vaccine safetysurveillance initiative, SmartVax vaccine data reporting.The HSS VaccinateWA project team continuedto adapt to the changing nature of the programand implemented a number of major updates toensure the system was able to support evolvingeligibility requirements.This included changes to official health advicearound the use of the AstraZeneca vaccine, andthe expansion of eligibility as the Program wasrolled out to the wider community.As of 30 June 2021, 409,181 people haveregistered to receive their COVID-19 vaccine,219,915 people have received their first doseand 121,399 people have received both doses.The HSS project team continues to enhanceVaccinateWA to ensure it can support theongoing operational priorities and the emergingrequirements as part of the state’s COVID-19vaccination program.Scan or click theQR Code to learnhow to book withVaccinateWAHotel quarantine systemTo support the Public Health EmergencyOperations Centre (PHEOC), HSS implementedthe State Health Quarantine Isolation Releaseand Arrivals (SHQIRA) solution for the StateHealth Incident Coordination Centre (SHICC).This solution is responsible for managingthe mandatory quarantine process for allinternational and interstate travellers arriving inWestern Australia.A second phase of enhancements undertakenin 2020-21 included the federally mandatedchange in COVID-19 testing frequency, and theexpansion of the system to include data on hotelworkers and vehicle drivers who are at a higherrisk of being in contact with travellers.Health Support Services Annual Report 2020-202115

COVID-19 vaccination clinicsIn 2020-21, HSS played a significant role inthe establishment of community and hospitalCOVID-19 vaccination clinics as part of thestate’s vaccination program.Multiple teams across HSS supported ourcustomers to set up these clinics at short noticeand typically within a few hours.Teams from ICT, Procurement and Supply,Workforce and Organisational Developmentand the VaccinateWA project collaborated toensure every clinic had access to:Diana TeowRoyal Perth Hospital COVID-19 Vaccination Clinic Manager“The support we received from various HSS Teams has been nothing short ofextraordinary. They responded quickly to our requests and provided invaluableassistance in getting our clinic up and running.Having the ICT and VaccinateWA support team on hand to assist with any issues andensure everything was running smoothly, was fantastic. It meant our front-line staffwere not held-up and could focus on getting people checked-in and vaccinated.”16Health Support Services Annual Report 2020-2021 the nursing workforce to administervaccinations IT devices and systems to recordvaccinations and make bookings for seconddoses access and training on the use of theVaccinateWA booking system vaccination consumables and other medicalsupplies such as personal protectiveequipment (PPE).

As the spread ofCOVID-19 continuesacross the world,HSS also liftedinventory levelsacross multipleproducts to reduce theimpacts of any shortterm supply disruptionsand to mitigate againstfurther supply chain risks.Ensuringsupplies in aglobal pandemicThe COVID-19 pandemic continues to drive asignificant increase in global demand for criticalmedical products.In 2020-21, HSS established and continuesto maintain a COVID-19 reserve of personalprotective equipment (PPE), ICU products andpharmaceuticals to support WA Health clinicalsurge modelling. The COVID-19 reservesrepresent a significant investment and containhigh-quality approved products suitable for usein the WA health system.In addition, HSS secured vital consumablesto support the state’s COVID-19 vaccinationprogram in a market that has been highlycompetitive to secure supply.COVID-19 Rapid RecruitmentIn 2020-21, HSS’ dedicated COVID-19Recruitment team continued to work closelywith the Department of Health and HealthService Providers (HSPs) on a range ofstrategies to rapidly recruit, deploy and onboarda highly skilled contingency workforce.This helped to ensure the WA health systemremains well-positioned to respond to theimpacts of the COVID-19 pandemic.Our Procurement and Supplyteam overcame a number of supplychallenges this year by working closelywith clinical staff to assess and expedite theselection and acquisition of suitable substitutionproducts and adjusted our supply practices.This helped to ensure hospitals and healthservices had ready access to PPE and othermedical supplies to deliver health care.Expansion of our COVID-19 recruitment activityto support metropolitan and regional WesternAustralia included:HSS also commissioned a second warehousein 2020-21 to increase storage capacity foradditional inventory investment and to diversifyour site risk in the event of a COVID-19outbreak in the community.Scan or click theQR Code to learn howwe are supplying theWA health system recruitment and onboarding

recognised as the giver of life - creating and maintaining fresh water sources and especially the Derbarl Yerrigan (Swan River). Represented by the aqua and blue, the wetlands and rivers surround the land - giving fresh water, food source, and materials. The shapes represent people facing the surrounding wetlands collecting valuable resources.