Welcome to the NHSmail LA webinar • The webinar will begin at 11am. • Please synchronise your web and phone presence by

inputting your Attendee ID into the phone • Participant lines will be muted during the presentation. • The webinar will be recorded. • You can use the chat messaging feature on the right

of the screen to ask questions. Please only use this for questions, not general comments.

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NHSmail Local Administrator webinar Wednesday 26 October 2016

Chris Gibbons – Communications Lead, Accenture Kieran Brough - Associate technical Architect, NHS Digital

Agenda • Service status:

– outstanding issues – Distribution lists – new functionality / upcoming developments

• Instant messaging and presence update • Reminders

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Service status update

Update on NHSmail service 4

Service status and improvements • Service Desk contacts & ticket numbers are falling. As the

outstanding ticket numbers reduce users and LAs can expect improved turnaround times.

• Additional resources were deployed to handle the additional contacts being received by the Service Desk. The team currently has 45 agents dealing with tickets on a 24/7 basis.

• All Service Desk resources are undergoing additional training both in terms of technical aspects of the system and language skills. The aim is to improve quality and improve system knowledge to better articulate and interpret LA incidents and requests.

• There is an ongoing workflow management review to identify further opportunities to improve.

• A full review of our knowledge base articles has been undertaken and will remain a continual activity.

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Outstanding issues

Update on NHSmail service 6

TANSync update • Preparing to move first organisations onto the Portal from

Tuesday 25 October. Accenture are preparing documentation to support LAs through the transition.

• There are some organisations that haven’t finished the preparatory activities so cannot transition onto the Portal. Once they have completed these activities, they should contact Accenture who will schedule in their transition.

• 3 organisations will have their TANSync transitioned to the Portal at any one time to ensure better support and management. If this proves successful, we can increase this number.

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Push connectors • Push Connectors are currently processing updates to

accounts. • The ability for Push Connectors to create accounts in

bulk currently isn’t available. The team are working to deploy a fix which will allow for the bulk creation of accounts. As a workaround, LAs can use the CSV upload tool to bulk create accounts.

• Guidance on how to use push connectors on the NHSmail support pages.

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Printing within OWA • Known defect whereby some users are unable to print

emails from OWA when clicking on the drop down menu and selecting ‘print’ within an email.

• This is a known Microsoft bug. • As a workaround, users can press CRTL + P keys to

open the print dialog box or right click within each email and select print from the drop down menu.

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New and upcoming

New functionality available since last webinar 10

Portal priority developments - update Topic Progress Current release stabilisation, bug fixes and user experience improvements

In progress

Reporting features In progress – 4 x reports available now

Sub-domain branding In progress – early adopter phase

Local Administrator look-up facility Complete – users search for themselves within People Finder and click their organisation to bring up a list of Local Administrators

Browse NHS Directory without logging in over N3 / SWAN Complete

Ability to convert contacts to users Ongoing

Hide mobile phone number from NHS Directory Ongoing

Add text entries to recipient list to Static Distribution Lists Ongoing

Site code for dynamic distribution list rules to move from free text box to drop-down menu.

Ongoing 11

Key Portal fixes – to be deployed Distribution Lists • Locked users can now be added to DLs. Shared Mailboxes • Shared mailbox display name is correct,

especially when moving between organisations.

• Adding users to a shared mailbox from any organisation, not just the LA’s organisation.

• Viewing of shared mailbox members. Organisation Management • New limits for organisation ‘shortname’ –

maximum 15 characters, minimum 1 character.

User Management • Advanced search criteria. • Ability to change someone’s name

without being forced to change their email address every time.

• Add the option in user profile to see all shared mailboxes a user owns. From the results, the members and owners can be amended.

People Finder • Clicking into an organisation’s details

when searching using the people finder.

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Distribution list creation and approvals Static distribution lists Dynamic distribution lists • Can be created by users or LAs. • Maximum number of recipients is

20,000 (*guidance has been updated). • Once created, an LA will need to

approve before the DL can be used.

• Users can edit the DL without need for further approval.

• Can have multiple owners. • Pre-fixed by org short name

• Can be created by users or LAs. • No maximum number of

recipients. • Once created, an LA will need to

approve before the DDL can be used.

• Users can edit the DDL without need for further approval.

• Can only have one owner. • Pre-fixed by org short name

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Dynamic distribution lists

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• Have been migrated to the new service and are now available to edit in the Portal. • New DDLs can now be created. • Some DDLs failed migration – targeted communications issued to impacted LAs. • The service uses the native capability of Microsoft Exchange which does not support

the exclusion of members that match the rule that was used to create the DDL nor does it support adding additional members that do not match the rule.

• DDLs on the new service do not support exclusion / inclusions and are truly dynamic. Existing exclusions / inclusions on DDLs are now not active and will not apply to emails sent to those DDLs – they will no longer receive emails sent to that DDL.

• Where specific users need to be included or excluded, it is recommended that a Static Distribution List is used.

• Currently only an initial basic set of functionality has been delivered. As with many areas of the portal there is still additional capability to be added and this includes supporting more selectable attributes on DDLs as well as custom attributes for organisations to locally leverage.

Static distribution lists • Can be created and edited by users and LAs within

the NHSmail Portal. • For external recipients, an LA will need to create this

person as a contact before adding to the DL. Work is ongoing to be able to add these recipients as an external recipient without the need to add them as a contact.

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Display name change • To help distinguish between first names and last names,

the new NHSmail platform will show the lastname in capital letters.

• This has not yet been enabled for all users so is inconsistent. It is anticipated to be implemented over the next two weeks.

• Applies to user accounts.

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Current display Future display Last First (ORGANISATION) LAST, First (ORGANISATION)

Sub-domain branding • NHSmail now provides the option to have a short version of your organisation’s name

as the sub-domain brand. The format for this has been confirmed as: – Firstname.lastname@shortorgname.nhs.net

• An example of a short org name is: • Organisation name – OrganisationTest0003 • Short organisation name – Org3 • Primary NHSmail domain – @nhs.net • NHSmail sub-domain @org3.nhs.net • Remaining the same:

• Distribution lists – Org3.DLname@nhs.net • Shared mailbox name – Org3.GMname@nhs.net

• Going live with a number of early adopter organisations. Once we are sure this has been successful, we will roll out to all parent organisations in England e.g. parent CCG, not individual practices.

• Sub-domain branding will provide a receive only email alias. • For Scotland, sub-domains are applied on request – please contact

nhsmail.scotland@nhs.net for further details.

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Reports available for LAs – Search Audit • Search audit already available for Primary LAs and LAs for

organisations within their remit. • Training materials are on the NHSmail support site. • Tracks any actions on the Portal that an LA or user has

performed and provides details of: – Time the action was performed – Who performed it – The target object (e.g. the name of the DL or account) – The target organisation – The object type – The action carried out

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Search audit - example

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Reports available for LAs – Mailbox report • Available within the Portal and downloads a CSV file of

everyone who has a mailbox within the organisation. Accurate at the time of download. Provides detail of: – First name and last name – Display name – Mailbox type (user or shared) – Status – Email address – Contact details (if they have been entered in the profile) – Email quota size – Created date and updated date – Last log-in

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Mailbox report – example

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Reports available for LAs – DL report • Available within the Portal and downloads a CSV file

all DLs within the organisation. Accurate at the time of download. Provides detail of: – Type of DL (static or dynamic) – Name of DL – Status – Created date and updated date – Who updated the DL last – If it is visible in the NHS Directory or not

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DL report – example

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Reports available for LAs – contact report • Available within the Portal and downloads a CSV file

all external contacts created by the organisation. Accurate at the time of download. Provides detail of: – Contact details – When it was created – When it was last updated – Organisation name

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Contact report - example

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Other reporting functionality • Forensic audit role is still being developed. Once

finalised, the process for assigning this role will be communicated.

• For now, any forensic investigation requests should follow the current process as outlined in the NHSmail Data Retention Policy.

• Coming soon – mobile device report.

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Questions?

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Instant messaging and presence

Instant Messaging & Presence (IM&P) Status Update & Next Steps • IM&P pilot currently in progress with approx. 500 users live and

using the service. • Engagement has started with those taking part in the next pilot

phase. • Managed roll-out expected to commence early December 2016. • Roll-out will be on a per-organisation basis – your organisation’s

enablement window will be communicated in due course. • New users created after the start of the managed roll-out phase

will be enabled for IM&P during a mop-up phase at the end. • Once managed roll-out is completed, users will be provisioned

with IM&P when created in the Portal.

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Instant Messaging & Presence (IM&P) Lessons Learned & Tips General • Ensure that the relevant IP addresses and

Ports are accessible via local networks (guidance available in the Skype for Business Configuration Guide)

• Ensure your local stakeholders are aware of the IM&P roll-out and start to think about key use cases for your organisation

• Ensure users are aware of how your organisation wants them to access IM&P (local comms)

• Ensure users are aware that they will not be able to IM new users joining your organisation until after enablement has completed (central comms)

• Ensure guidance on finding users is clear on difference between internal and external users (central comms)

Desktop Application • If using other IM applications, this may take

precedence for presence updates over Skype for Business

• Recommended for heavy users of IM

Browser Access via Outlook Web App • Outlook Web App provides basic Instant

Messaging functions and is not recommended for heavy users of IM.

• Each conversation opens a new browser window meaning will need to move between multiple windows when interacting in multiple conversations All published guidance is available at http://support.nhs.net/policyandguidance

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Reminders and general information

Updates and reminders on NHSmail 31

Spoofing and DKIM • Spoofing and DKIM controls are switching from

Permissive to Restrictive mode in November 2016 for Internet inbound email

• IP addresses that are sending spoofed email: http://nww.nhsmail.taid.nhs.uk/SpoofedEmails.csv (via N3 connection)

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Relay IP address testing • Legacy Relay IP addresses were retired on 19

October 2016. • Any organisations not yet connecting using the new IP

addresses should test access as detailed in this bulletin.

• Organisations that have not tested access will begin to be unable to use the NHS Relay service.

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Application / API guide • New application and API guide is available on the

NHSmail support pages.

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Sharing sensitive data securely • All users should be familiar with the NHSmail Sharing Sensitive

Information guide. • Received reports that some users are sending sensitive information

to email *.nhs.uk email addresses which may be hosted on the Internet.

• Unless using an encryption tool, *nhs.uk email addresses (in England) are not known to be secure and should not be used for exchanging patient or sensitive data with. NHS Organisations that have a known secure locally run email service have a domain ending *.secure.nhs.uk

• For users in Scotland, NHS National Services Scotland have deemed that it is acceptable for Scottish users to exchange sensitive data with *.scot.nhs.uk email addresses with no need to use an encryption tool.

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Site data • Some inaccuracies in ODS data is resulting in

missing, incorrect or incomplete site codes within the NHSmail Portal.

• If you are looking at your site code data and you believe it is incorrect or it is missing, please contact feedback@nhs.net to clarify or complete.

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Questions?

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www.digital.nhs.uk @nhsdigital enquiries@nhsdigital.nhs.uk 0300 303 5678