| User | Level | Goals | System Role | Key Pain Points | Context, Characteristics, Comments, Quotes |
|---|
Title: Immunization Nurse/HW Technician Pull-Systems Requisition Role: Submit Requisitions Push-Systems Allocation Role: Report routine data (on which allocation is based). Be present during a delivery visit; compare delivery receipt to actual order delivered and if acceptable, sign. When not acceptable, provide reasons. Data Role: Maintain stock card of what's in the CCE; maintain consumption record of how many children were vaccinated; maintain CCE functioning log.
Stock Mgmt Role: Manage Vaccineand requisites Stock present within the SDP's CCE (usually 1:1 ratio of CCE to SDP)
| Level 1 Service Delivery Point (This could be a hospital out-patient clinic, a multiple-room primary health clinic, health facility or a one-room health post - think one room-4 walls - in the most rural areas that does a little bit of everything but has limited almost very little resources) | - To manage my CCE's vaccine stock levels.
- I want to avoid and minimize stock outs.
- I want to avoid and minimize vaccine wastage due to CCE failure.
- I want my facility to have the right stock at the right time. I want to ensure the right stock is being ordered and/or delivered.
- Receive verified quantity and review quality of vaccines and determine need for remedial action when necessary.
- Uphold FEFO by ensuring correct stocking of vaccines inside the CCE
- I want to make sure I have all the requisites to use each antigen (diluent, injection device, sharps box, etc.)
##Even if the vaccine module only manages the antigen, the requisites must be a consideration. There will need to be functionality to enable bundling orders (antigen, diluent, injection device), which necessitates data from the core module on these requisites. (ChrisW)##
| In the immunization world, very few SDPs have digital access, ##This statement is questionable. The limitation is not on the SDP (see my note in the last column) but on the decision to make a Facility Edition out of scope for the current v3 plan. We should acknowledge this in the user story and explicitly state that we assume other technology or a future module will address this role's needs with a digital solution. (ChrisW)## so the system role below is defined in terms of what data they collect and send up the chain to the next level which then gets digitized into the system. - Completes monthly requisition forms
- Manage POD to verify delivered quantities.
- Records stock movements: stock issues, receipts, adjustments
- Views and monitors stock on hand
- Receives and responds to low stock and stock out alerts
- Records consumption via children vaccinated daily tally.
| - Stock out, over stocks
- CCE failure affecting vaccine storage and having to thus play CCE troubleshooter role but not being a cold chain technician!
- Not knowing when a
distribution delivery will be made to plan for immunizations and stock needed (push or pull delivery system) - Not knowing when a district depot will have stock in order to go pick up for facility's needs (pull or push pick-up system)
- Having to leave facility and pay for transport to collect stock from district depot.
- Plays multiple roles
Time spent on reporting/data entry - Managing multiple programs' reporting needs
- Not having adequate stocks of requisites to use available stock of antigens
- Pressure to increase coverage and minimize wastage when increasing coverage will probably increase open-vial wastage ##This is a very real problem within the program that should be acknowledged even if there isn't an obvious LMIS solution, other than in data analysis over time to create SDP wastage profiles and tolerance ranges. (ChrisW)##
| Tech aptitude: Low technical skills - Has no / poor internet connectivity
- Examples, could be nurse's assistant/nurse technician or immunization nurse
- Some training in logistics management
- COULD potentially use a offline tablet
BUT probably 5 years away.
## I do no think we should assume mobile devices are not usable at this level; many urban and peri-urban and increasing numbers of rural SDP HCWs already routinely use mHealth apps, including to report stock levels (ChrisW)## - Important to consider the value of a commodity/program agnostic stock management solution at this level given the amount of reporting required across programs.
|
Title: Nurse Supervisor or HF Supervisor (used generically) In addition to having the same roles as persona above, acts as their supervisor and supervisor of the HF
| Level 1 Service Delivery Point (This could be a hospital out-patient clinic, a multiple-room primary health clinic, health facility or a one-room health post - think one room-4 walls in the most rural areas that does a little bit of everything but has limited almost very little resources) | In a health facility both roles (this and persona above) present but in a health post one of the roles only present, in which case function is the same but title depends on the individual and seniority/time served in the govt HS structure
- Request vaccines and supplies by Sending order requisition to DIVO
- Receive vaccines and any other related supplies
- Manages CCE
- Conducts Physical count
- Uphold FEFO
| Same as above | Same as above | Same as above |
Title: District Immunization & Vaccine Officer (DIVO) / District EPI Supervisor Pull-Systems Requisition Role:
If District Manages Stock: Stock Management Roles: Stock Monitoring Role: Monitors vaccines store stock levels and ensures physical stocks match stock records, organizes by FEFO, segregates expired or damaged stocks, records (or monitors) CCE temperature Issuing (or Order Fulfillment) Role: Receives Requisitions or reports from facility, approves requisition or calculates allocation; picks and packs consignments, prepares POD and manages or makes deliveries to the SDPs (delivery system), or transfers stock to their agent (pickup system) Receiving Role: Aggregates multiple facility requests to submit requisitions to level above (regional/provincial/zonal store). Receives consignment from level above, compares to requisition, signs POD and notes any exceptions wth reason. ##This process works whether it's a pickup or a delivery system, since receiving can happen either at user's own depot or at the higher level depot (ChrisW)## Push-Systems Allocation Role:
IF receiving from level above: Be present during a delivery visit; compare delivery receipt to actual order delivered and if acceptable, sign. When not acceptable, provide reasons.
IF delivering to facilities: prepare order and POD
Data Role: Maintain stock card of what's in the CCE at district depot; maintain CCE functioning log; aggregate paper-based requests submitted by facilities for vaccine orders to level above; use SMT and DVMDT in absence of other electronic tools. Monitoring and Supervision Role: Review facility data and interact with facility staff to identify and follow up on performance gaps, such as CCE failures, potential stockouts or expiries, etc. Stock Mgmt Role: Manage Vaccine Stock present within the depot's CCE and the processes of issuing to facilities and receiving (usually 2:1 ratio of CCE to depot); manage requests from facilities with stock on hand at depot versus placing orders for more stock from regional/provincial store.
| Level 2 District | I want For my vaccines store my and the facilities I supervise, I want all stores to have the right stock at the right time. I want to ensure the right stock is being ordered. I want to minimize closed vial wastage, stock outs or overstocks- Request vaccines and supplies by Sending
order requisition request (Pull) or report (Push) to Regional/Provincial Vaccine Store - Receive vaccines and any other related supplies; in some instances, might have to go pick up vaccines themselves as well
- Issues vaccines and supplies to Health facilities (
pullpickup system) or - Distribute vaccines and supplies to Health facilities (
pushdelivery system) - Manage Cold Chain Equipment at District vaccine store (DVS) and Health facilities within their districts and ensures routine maintenance/service to prevent/address failure
- Conduct Physical count and do stock adjustment (if needed)
- Supervise all immunization related activities being done at the facilities – both in terms of vaccine handling (keeping vaccine vials in right temperature, mixing diluents with vaccines as needed etc) and vaccine usage (immunizing people)
- Uphold FEFO
| - Received paper-based requisition forms from each HF and uses it to complete monthly requisition forms for the whole district
- Manage POD to verify delivered quantities (if receiving stock from level above)
- Prepares order and POD if delivering to facilities
- Prepares order and store receipt if HF picking up from district
- Records stock movements: stock issues, receipts, adjustments
- Views and monitors stock on hand
- Receives and responds to low stock and stock out alerts from own depot as well as that of HF in the district
- Aid
the Inter-facility transfers to address low stock/stock-outs or moving stock from a HF where CCE is not working to one where it is and which has extra space to store
- Records CCE functioning of district depot's CCE
- Reviews CCE performance and acts as first solution for fixing issues with CCE (has some preventative maintenance training) before calling on CCE technician to fix larger problems
| - Late receipt of requisition requests and other crucial data forms from HF
- Late receipt of stock from level above that makes managing and supply stock to HF problematic
- Lack of visibility into stock levels of HF day to day; Lack of consistent awareness regarding when facilities require replenishment
- Lack of visibility into CCE performance of HF day to day
- Failure of CCE in HF needing me to troubleshoot which other HF has CCE space to store the stock for the HF that has no functioning CCE anymore; troubleshoot where to route the people seeking immunizations for that HF that no longer has working CCE; troubleshoot how many immunizations can be done by just relying on emergency cold box for that problem HF, etc.
- Failure of my CCE
- Limited/no budget by which to conduct vaccine distribution or fund facility vaccine collection
| - Significant variation in terms of computer literacy and comfort using electronic tools
|
| Title: CCE technician | Level 3 or Level 2 (in large countries) or possibly an outsourced vender | - I want to be informed of failing CCE that fall under my purview so that I can schedule their repairs
- I want to know common causes of CCE failure so that I have adequate spare parts with me when I am at a facility to fix its CCE
| Unclear – in some instances, could be directly logging in to system to view CCE performance reports to inform his/her maintenance schedule and travel but often, is informed by the manager (RIVO type role) or HF staff when there's a problem and travels to HF once funds are provided to make the trip. | - Not enough information on what's causing CCE failure
- Outdated CCE catalog so not sure which type and make of CCE is actually at the HF and when it was installed, how old it is, when it was last maintained, etc.
- Inadequate resources to carry out my work: limited funding for transport, not having access to the right spare parts
| - Might have internet connectivity
- Low info tech skills
|
Title: Vaccine Intermediate Warehouse/Store Manager Stock mgmt: Manages Vaccine Stock present within the warehouse's CCE (several CCE or cold room(s) depending on how large the country's population is); monitors CCE performance; Fulfills orders from levels below; places orders for more stock from national level; ensures all transaction (eStock Card) data are accurate and up-to-date ##I've simplified this rather than providing greater detail as in the DIVO story, but they details are very similar.(ChrisW)##
| Level 3 or Level 2 (in large countries) Intermediate store (various levels – starting with national, regional, provincial, zonal, and even districts in large countries – essentially someone who has to manage multiple vaccine CCE or cold room and the stock stored in them) | - Visibility (into stock levels, orders) into my own facility and those I'm responsible for supplying
- Ensure timely ordering/issuing of the right commodities in the right quantity.
- I want my store, my districts, and their facilities to have the right stock at the right time. I want to ensure the right stock is being ordered. I want to minimize stock outs or overstocks
- Receive verified quantity and quality of goods into store and determine need for remedial action when necessary.
- Uphold FEFO
- Manage the budget of my warehouse/store
- Ensure my CCE is serviced periodically to prevent failure
| - Creates and edits and authorizes requisitions.
- Records stock movements: stock issues, receipts, adjustments
- Receives stock issued by national warehouses.
- May do local fulfillment (to facilities and users within OpenLMIS)
- May do fulfillment (fulfill many requisitions with one delivery)
- Views and monitors stock on hand at their own warehouse and lower elvels
- Manage POD to verify stock shipped quantities.
| - Not enough time
- Stock out, over stocks
- Poor visibility into lower level inventories and therefore unable to be proactive
- Plays multiple roles
- Does not receive requisitions and necessary approvals in time
| - Has internet connectivity
- Med. - low technical skills
- Would like to see stock levels of lower facilities to decide how much to issue going forward instead of relying on static number to give each month
- Would like an easy to use and intuitive system
- Would like to use barcode scanners to reduce data entry burden
|
Title: Intermediate Level Logistician/Distributor/Field Coordinator Push-Systems Allocation Order Fulfillment Role (delivery system): Works with warehouse manager to bundle orders to be delivered to lower levels and helps warehouse manager decide how much for each facility
Data Role: In Informed Push SC systems (delivery system with push/allocation) like in Mozambique and Benin, this role is the one that digitizes facility level data regarding stock movements and CCE functioning, because they have access to this data when visiting facilities with scheduled distributions. They either make paper copies of facility level data to bring back to their level and digitize using computers at that level, or they are provided with tablets that they can use for direct data entry from the facility by referencing the paper forms available there.
Stock mgmt: Manage Vaccine Stock present within the warehouse's CCE (several CCE or even a cold room depending on how large the country's population is); manage monthly requests from levels below and places quarterly orders for more stock from national level | Level 3 or Level 2 (in large countries) (various levels – starting with regional, provincial, zonal, and even districts in large countries – essentially someone who has to manage multiple vaccine CCE or cold room and the stock stored in them) | - Visibility (into stock levels, orders) into my own facility and those I'm responsible for supplying
- I want my districts and their facilities to have the right stock at the right time. I want to ensure the right stock is being ordered. I want to minimize stock outs or overstocks
| - Records stock movements: stock issues, receipts, adjustments
- May do local fulfillment (to facilities and users within OpenLMIS)
- Views and monitors stock on hand at their CCE and lower levels (see note in last column)
- Receives notifications for low stock/stock outs at lower level facilities and depots
- Audits physical stock count for each facility that s/he is delivering to
- Reviews CCE performance and acts as first solution for fixing issues with CCE (has some preventative maintenance training) before calling on CCE technician to fix larger problems
| - Not enough time
- Stock out, over stocks
- Plays multiple roles
- Does not receive requisitions and necessary approvals in time
| In some cases, the logisitician is at the same level as the provincial warehouse and so does not need to manage "own" inventory. But there are instances (as in Benin), where the logistician also has his "own" CCE that he uses as buffer stock supply in case he is unable to go up one level to pick up vaccines for distribution to lower level done.
- Has internet connectivity
- Med. - low technical skills
- Would like to see stock levels of lower facilities to decide how much to issue going forward instead of relying on static number to give each month
- Would like an easy to use and intuitive system
|
Title: Program Supervisor (for multiple levels) At central level might be EPI program manager. At subnational level in some countries, called RIVO (Regional Immunization Vaccine Officer) or Provincial EPI Chief (both at sub-national levels) Approval Role: Approve requisitions (pull) or allocations (push) in order for depot to fulfill orders
(N could be district/regional/central level)
| Varies Central, Regional, District | - To have the right amounts of potent stock available for the needs of the service delivery point and district depots
- Review the requested quantities to ensure the appropriate amount of stock is being requested/ordered.
- Review Budgets
- Be able to communicate needs of clinics/districts under his/her purview to people in level above to inform overall EPI strategies
- To ensure CCE within my administrative area remain functional; maximize CCE uptime.
| - Logs in to approve/reject/edit requisitions made by DIVO or DIVO-type role at their level
- Reviews and monitors stock movements and stock on hand at service delivery points.
- Receives and responds to notifications for low stock/stock outs at lower level facilities.
- Usually becomes aware of problems with stock or CCE because DIVO/district EPI supervisor persona is informing and not because s/he logged in and reviewed the data
| - Late reporting (requisitions submitted) from SDPs
- Late reporting (stock issues/adjustments/etc. on a monthly basis) from SDPs
- Stock out, over stock
- Failing CCE
| Tech aptitude: varies - Likely a medical professional (MD or Pharm.) with limited to no logistics knowledge
- Not a primary user of nor familiar with OpenLMIS
- Only uses OpenLMIS to approve/reject requisitions
|
Title: National Vaccine Warehouse Clerk Order Fulfillment Role: Convert to Order
| Level 3 National, Central, Regional in larger countries | - Manages the orders for the national vaccine warehouse.
- Works primarily in the national ERP.
- Maintain chain of custody and appropriate environmental conditions for stock and inventory.
| - Converts approved requisitions to orders
- Views Orders
| - Responsible for a lot of paperwork
- Lack of time
- Doesn't want to log into another system
| - Well educated
- Sits at the central/national warehouse
|
Central Logistics Personnel Requisition Role: Approver Stock Management Role: Decision Maker | Central | - Approve or reject R&Rs for all districts/regions/provinces that report to her
- Reach 100% reporting rate
- Increase data quality of reporting districts/regions/provinces (to decrease her workload)
- Create monthly / quarterly reports for higher-ups
| - View reports
- Approve requisitions
- View requisitions
- Initiates stock recalls
- Create monthly / quarterly reports for higher-ups
- Uses stock estimated and usage data from system for long term supply and program planing
|
| Tech aptitude: ?? |
Role: Funder Development Partner |
| - Verify compliance / impact via indicators measured in OpenLMIS
- Confidence in the supply chain through transparency
| - Receives reports and aggregate data (need to understand this better)
| - Lack of visibility into supply performance in countries
- Investments in vaccines are at high risk once they are received by countries
- Pressure for ROI
| - Limited time
- Very high-level, aggregated data
|
System Users ##This is a vague title; system administrator user? Any user?
|
| - Exchange data
- well documented APIs
- Clearly defined standards for sending/receiving data
|
| - clear error handling protocols
- timely support and response times
|
|
Role: Administrator Name: Ray Charles |
| - Assist users in their use of the system
- Makes sure the system is up and running
- Maintains the system (backups, performance, data)
| - Responsible for ongoing administration of the system.
- Add users, products, facilities, etc. as the system evolves
| - intuitive navigation
- robust configuration
- Global permissions
| Basic Has Infotech skill set for system administration (create csv file imports)- Must have all data needed for configuration of the system
- Has internet connectivity
- Most likely a national of the host country with a local degree in information systems
|
Role: Implementor Name: Pawel
|
| - To set up OpenLMIS to the country's specifications.
- Ensure all the appropriate configurations are made so that OpenLMIS users can appropriately manage stock levels.
| Configures the system. Uploads the products, facilities, programs, periods, schedules. |
| - Basic technical skill set (create csv file imports)
- Must have all data needed for configuration of the system
- Has internet connectivity
- Needs more research!
|