[BCM] [MINDS] [E3] [BIA] [DP] [CBF] [8] ICT Systems Supporting Care and Operations

CBF-8 ICT Systems Supporting Care and Operations

In today’s technology-driven operating environment, ICT (Information and Communication Technology) systems are essential to the effective delivery of care, service coordination, and operational continuity for social service organisations.

For the Movement for the Intellectually Disabled of Singapore (MINDS), ICT systems play a pivotal role in ensuring that care services, administrative processes, communications, and data management functions operate seamlessly.

The CBF-8: ICT Systems Supporting Care and Operations encompasses critical systems that support client care delivery, inter-departmental coordination, staff productivity, safety reporting, and organisational decision-making.

The resilience of these systems—through robust infrastructure, effective support, data security, and continuity planning—is vital to ensure uninterrupted service delivery to clients with intellectual disabilities.

This chapter outlines the Sub-Critical Business Functions (Sub-CBFs) under CBF-8, describing the detailed processes and examples specific to MINDS to support business continuity management planning.

Table D1: Sub-Critical Business Functions & Processes for CBF-8

Sub-CBF Code	Sub-CBF	Description of Process / Activity	Examples (in MINDS context)
8.1	ICT Infrastructure Management	Maintenance and monitoring of foundational ICT hardware and network systems that support all core platforms.	- Maintaining servers for client databases (e.g., care plans) - Network uptime monitoring across MINDS centres - Wi-Fi and LAN support at residential homes and day activity centres
8.2	Clinical & Care Management Systems	Support and maintenance of systems used for recording, tracking, and reporting client care data.	- Electronic Case Management System for client care plans - Behaviour monitoring logs and therapy schedules - Alerts and reminders for medication administration
8.3	Communication & Collaboration Tools	Ensuring communication platforms remain operational for staff coordination, remote work, and family engagement.	- Email, instant messaging (e.g., Microsoft Teams) support - Video conferencing systems for client-family virtual meetings - Group calendars for service scheduling
8.4	Business & Operational Applications	Application support for administrative, HR, finance, procurement, and scheduling workflows.	- HR payroll systems - Finance and accounting systems - Transport scheduling & resource booking
8.5	Data Backup & Recovery	Processes for regular backup, secure storage, and restoration of critical organisational data.	- Nightly backups of client care databases - Offsite replication of records - Restoration testing to verify data integrity
8.6	Security & Access Controls	Management of cybersecurity tools, user authentication, and access rights to protect sensitive data.	- Multi-factor authentication for staff access - Role-based access to client records - Monitoring for unusual access or intrusion attempts
8.7	Helpdesk & User Support Services	Provision of frontline ICT support and troubleshooting for staff and operational systems.	- IT helpdesk ticket resolution - On-site support at MINDS centres - User training on system updates and new tools
8.8	System Development & Integration	Customisation and integration of software solutions to support evolving care and operations needs.	- Custom reports for programme outcomes - Integration of care system with national health platforms - API connections between transport scheduling and HR
8.9	Monitoring, Alerts & Incident Response	Continuous monitoring of system performance and structured response to ICT incidents.	- Real-time dashboards for system health - Incident escalation workflows - Communication protocols during outages
8.10	Vendor & Third-Party Service Management	Management of external ICT service providers and service level agreements (SLAs).	- Cloud platform provider support (e.g., SaaS vendors) - Hardware maintenance contracts - Security scanning services

ICT systems are foundational assets for MINDS in delivering quality care and ensuring efficient management of daily operations.

The sub-critical business functions outlined in this chapter provide a comprehensive view of ICT-dependent processes that support care delivery, internal communications, data integrity, and operational performance.

By identifying and defining these processes clearly, MINDS can ensure that continuity strategies are appropriately focused—minimising service disruptions, enhancing resilience during adverse events, and safeguarding essential technological systems.

Maintaining robust ICT continuity not only enables uninterrupted service delivery for clients with intellectual disabilities but also reinforces MINDS’ commitment to excellence, reliability, and responsiveness in fulfilling its mission.

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Implementing Business Continuity Management for MINDS: Ensuring Continuity of Care and Services

[BCM] [MINDS] [E3] [BIA] [DP] [CBF] [8] ICT Systems Supporting Care and Operations

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CBF-8 ICT Systems Supporting Care and Operations

Table D1: Sub-Critical Business Functions & Processes for CBF-8

Implementing Business Continuity Management for MINDS: Ensuring Continuity of Care and Services

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