[BCM] [MINDS] [E3] [BIA] [T1] [CBF] [8] ICT Systems Supporting Care and Operations

CBF-8 ICT Systems Supporting Care and Operations

The Critical Business Function (CBF) 8 focuses on the Information and Communication Technology (ICT) systems that support both care delivery and operational processes at MINDS.

Effective ICT systems are crucial to ensuring that care services are delivered seamlessly, administrative functions operate efficiently, and data integrity and security are maintained.

This chapter identifies the sub-critical business functions under CBF-8, providing detailed descriptions and establishing the minimum business continuity objectives (MBCO) for each business unit. Understanding these functions helps MINDS plan for disruptions, ensuring continued support for individuals under their care.

Table P1: Critical Business Functions for CBF-8

Sub-CBF Code	Sub-CBF	Description of Process / Activity	Examples (in MINDS context)
8.1	ICT Infrastructure Management	Management of hardware, network, servers, and cloud infrastructure to ensure stable operations.	Maintain 99% uptime for all critical ICT systems supporting care and operations.
8.2	Clinical & Care Management Systems	Systems that track, record, and manage clinical and care-related information.	Ensure availability of clinical records within 1 hour during disruption.
8.3	Communication & Collaboration Tools	Tools including email, messaging, and video conferencing to facilitate staff collaboration.	Ensure staff can communicate internally within 30 minutes of a disruption.
8.4	Business & Operational Applications	Systems that support finance, HR, scheduling, and general administrative functions.	Maintain operational applications for essential administrative functions within 2 hours.
8.5	Data Backup & Recovery	Processes and systems for regular data backups and restoration in case of loss.	Restore critical data within 4 hours of any data loss incident.
8.6	Security & Access Controls	Systems and policies ensuring secure access to ICT resources and data.	Maintain all security controls operational; prevent unauthorised access at all times.
8.7	Helpdesk & User Support Services	IT support services to assist staff in resolving technical issues.	Ensure helpdesk response within 30 minutes and resolution within 4 hours for critical issues.
8.8	System Development & Integration	Development, customisation, and integration of systems to meet operational needs.	Ensure key system updates or integrations do not disrupt essential care services.
8.9	Monitoring, Alerts & Incident Response	Tools and processes to monitor system performance and respond to incidents.	Detect and respond to system incidents within 15 minutes to minimise downtime.
8.10	Vendor & Third-Party Service Management	Management of external ICT service providers to ensure service continuity.	Ensure vendor services supporting critical ICT functions remain operational or have rapid fallback arrangements.

CBF-8 plays a pivotal role in sustaining MINDS’ operational and care capabilities through robust ICT systems.

By clearly defining sub-CBFs and their associated MBCOs, MINDS can prioritize resources, implement preventive measures, and respond effectively to disruptions.

This structured approach ensures continuity of essential services, supporting both care delivery and operational efficiency, even during unforeseen events.

CBF-8 ICT Systems Supporting Care and Operations

The Critical Business Function (CBF-8) “ICT Systems Supporting Care and Operations” is pivotal to ensuring the smooth delivery of services across the Movement for the Intellectually Disabled of Singapore (MINDS).

ICT systems are the backbone of both administrative and care-related processes, enabling staff to manage client information, schedule programs, maintain communications, and execute operational tasks efficiently.

This function encompasses a broad spectrum of systems and services, including infrastructure management, clinical and care management applications, communication tools, operational software, security measures, and support services.

Each sub-critical business function (Sub-CBF) plays a crucial role in maintaining organisational continuity and operational resilience.

Any disruption to these systems can significantly impact MINDS’ ability to deliver essential care services, maintain regulatory compliance, and safeguard sensitive client data.

The impact areas of these systems are multidimensional, affecting processes, people, assets, finances, and reputation. Understanding the potential financial, operational, and service-related implications of ICT failures is essential for proactive risk management, prioritization of recovery strategies, and informed decision-making in business continuity planning.

Table P2: Impact Area Assessment for CBF-8

Sub-CBF Code	Sub-CBF	Impact Area	Financial Impact – Monetary Loss (Estimated)	Financial Impact – Calculation of Monetary Loss (State Formula for Calculations)	Impact on MBCO – Affect MBCO	Impact on MBCO – Impact	Remarks – Description
8.1	ICT Infrastructure Management	Processes, Assets/ICT Systems	$50,000/day	Cost of downtime × 1 day	Corporate ICT Availability	Critical operations delayed	Failure disrupts all connected systems supporting care and admin operations
8.2	Clinical & Care Management Systems	Processes, People	$30,000/day	Lost billable care sessions × average fee per session	Client Care Services	Delayed or missed care delivery	Disruption affects scheduling, care plans, and clinical records
8.3	Communication & Collaboration Tools	Processes, People	$10,000/day	Lost productivity × staff/hourly rate	Staff Coordination	Reduced collaboration and response	Email, chat, and virtual meeting tools unavailable
8.4	Business & Operational Applications	Processes, Financial	$20,000/day	Revenue loss from unprocessed admin tasks	Operations & Admin	Administrative tasks backlog	Affects payroll, billing, inventory, and reporting
8.5	Data Backup & Recovery	Processes, Assets/ICT Systems	$40,000	Cost to restore lost data + penalties	All Critical Services	Data loss risk, extended downtime	Failure to restore critical data affects operations and compliance
8.6	Security & Access Controls	Legal/Regulatory, Reputation	$100,000	Cost of breach + regulatory fines	Corporate Security	Legal penalties, reputational damage	Breach or access failure exposes sensitive client and org data
8.7	Helpdesk & User Support Services	People, Processes	$5,000/day	Support downtime × avg support tickets × hourly cost	Staff Support	Reduced operational efficiency	Staff cannot resolve ICT issues in time
8.8	System Development & Integration	Processes, Financial	$15,000/day	Delayed project × daily operational loss	Project Delivery	Projects delayed, reduced system functionality	Integration failure affects workflow and reporting
8.9	Monitoring, Alerts & Incident Response	Processes, Assets/ICT Systems	$25,000/day	Incident impact × downtime	Incident Management	Slower response to failures	Undetected system failures lead to cascading issues
8.10	Vendor & Third-Party Service Management	Processes, Financial	$20,000/day	Vendor downtime × service dependency cost	External Services	Disruption of outsourced services	Failure affects support, cloud services, and software maintenance

CBF-8 ICT Systems Supporting Care and Operations is a core enabler of MINDS’ mission to provide care and support to individuals with intellectual disabilities. The resilience of these ICT systems directly influences service delivery, staff efficiency, data integrity, and organizational reputation.

By systematically identifying and analysing the sub-critical business functions under this CBF, MINDS can assess potential impacts, quantify financial exposure, and implement effective mitigation and recovery strategies. Proactive management of ICT systems not only minimises operational disruption but also ensures that clients continue to receive uninterrupted, high-quality care.

Ultimately, safeguarding ICT systems is not solely a technical concern—it is integral to maintaining trust, regulatory compliance, and the long-term sustainability of MINDS’ operations.

Ensuring robust monitoring, maintenance, and recovery mechanisms strengthens the organisation’s overall business continuity posture and supports its commitment to excellence in care and operational management.

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

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CBF-8 ICT Systems Supporting Care and Operations

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