Frequently asked questions (FAQs)

Last updated: 8 March 2022

The FAQs below may answer some of the questions you may have about the IT switchover or your appointment.

If your question is not answered here, please email the comms team and they will find the answers for you and add to this list.

Changing IT provider from Arden and GEM to HBL ICT

Why do we need to switch IT providers?
When we transition to become an Integrated Care Board (ICB) on 1 July 2022, we will be working as one organisation. To do this effectively, we need to be able to share documents and files securely.

The only way of doing this is by switching over to the same network that is currently used by both Herts Valleys CCG (HVCCG) and East and North Herts CCG (ENHCCG). This is provided by HBL ICT. West Essex CCG’s IT services are currently provided by Arden and GEM. After Monday 28 March 2022 Arden and GEM will no longer provide IT services to West Essex CCG (WECCG) staff.

Why do we need new laptops?
Most of the Arden and GEM laptops are coming to the end of their existing warranty. They will need replacing in the coming years, so the decision was made to replace them earlier. Doing this now, rather than at a later date, will reduce the impact on WECCG staff and the ICB.

Laptop eligibility

If I am a member of the ICS but on the West Essex CCG payroll as a contractor, will I be entitled to a laptop?
If you have an Arden and GEM laptop you need to receive an HBL ICT laptop before 28 March to retain access to WECCG data. If you have an existing HBL ICT laptop for ENHCCG or HVCCG you do not need another laptop. You will need to confirm any applications not currently on your existing HBL ICT laptop by contacting us.

Booking an appointment

How do I book an appointment to get my new laptop?
To book your appointment email the HBL ICT West Essex Migration team with your full contact details, choice of appointment date and time.

What appointment slots are available?
You can make an appointment between Monday 7 March and Friday 25 March. Up to five staff can attend each session to ensure a safe environment for all attendees. Sessions run Monday to Friday on the dates and times below. There are a limited number of time slots offered each day on a first come first served basis.

Dates: Monday 7 March to Friday 25 March 2022
Time slots: 9am | 10am | 11am | 1pm | 2pm | 3pm
Location: Board Room, Building 4, Spencer Close, CM16 6TN

Will I get confirmation of my appointment?
You will receive confirmation of your appointment via calendar invite. If your chosen date and time slot are full, an HBL ICT team member will contact you via email or phone to reschedule your appointment.

What if I am unable to attend my appointment?
If you can no longer attend your booked appointment, please notify the HBL ICT switchover team as soon as possible. Make sure you include your full contact details so a team member can contact you to rearrange your appointment.

How long will the appointment take?
Appointments last about one hour and you will need to stay with the HBL ICT engineer throughout the duration of your appointment.

Preparing for your appointment

Do I need to do anything before I attend my appointment?
There are a few important things you need to do before you attend your appointment. Please:

  • make sure anything saved on your desktop has been moved to the shared drives (S:) and (T:) or your (P:) drive. The (S:), (T:) and (P:) drives will be transferred over to your new laptop on Monday 28 March
  • empty the (C:) drive of files (documents, music, pictures and videos) as these files are stored on your laptop hard drive. On Monday 28 March, files saved in the (C:) drive will no longer be accessible and you could lose them. You can save files in the (P:) drive or (S:) and (T:) drives.

Attending your appointment

What do I need to bring with me to my appointment?
There are also some things you will need to bring with you on the day of your appointment:

  • Your passwords (NHSmail, shared mailboxes you have access to, Google and/or Apple ID (if applicable)
  • Your laptop and charger (you don’t need to bring in any laptop accessories such as docking station)
  • Your work mobile phone if you have one.

Do I leave my old laptop with the engineers during my appointment?
No. You will need to take your old and new (HP – HBL ICT) laptops back home with you. You will still need to use your old laptop until the switchover date of Monday 28 March 2022. We will be in touch with you later with some dates to bring back your old laptop to Spencer Close.

Following your appointment

Can I use my new laptop straight away?
During your appointment the HBL ICT engineer will help you set up Office 365 and other software/apps that you need. At the end of your appointment you will receive a checklist of things to look out for, to make sure everything you expect to see is on your new laptop. You will be able to use the following on your new laptop:

  • Office 365, including Microsoft Outlook and SharePoint
  • NHSmail
  • Internet via Microsoft Edge, Internet Explorer and Google Chrome

Please note you won’t be able to access your (P:) drive and (S:) and (T:) drives on your new laptop until Monday 28 March 2022. You will still need to use your Arden and GEM laptop for this.

Will I have the same apps on my new laptop that I have now?
Yes. You should receive the same applications you currently use and require for your business role.

Will SystmOne be available on the HBL ICT laptop?
Yes. SystmOne and EMIS will be available for all users.

Will I still need the VPN token on the HBL ICT laptop?
No. You will enter the same username and password that is used for the HBL ICT laptop to access the HBL ICT VPN.

Which laptop do I use on 28 March 2022?
When you login on Monday 28 March 2022, you will only be able to use your new (HP) laptop provided by HBL ICT.

What happens if I can’t access my files from 28 March 2022?
HBL ICT engineers will be based at Spencer Closer in Epping for a week after the switchover. If you have any questions or concerns about access to networks and the transfer of apps and information, please email the HBL ICT switchover team and an engineer will be on hand to help.

Is there a ‘how to’ guide to refer to in case I have questions about using my new laptop?
HBL ICT is working on a ‘how to’ booklet that should answer any questions you have about using your new laptop. We will share this with you when it is ready. In the meantime, please email the HBL ICT switchover team if you have any questions.

Mobile phones

Are mobile phones part of the IT switchover to HBL ICT?
Yes. West Essex CCG has identified a security risk with existing mobile devices which requires software called Airwatch to be installed and configured. If you have a work mobile and/or tablet, you should bring them to your appointment.

IT equipment

Will the existing docking stations work with the new HBL ICT laptop?
Yes. They are still on the office desks and will work with both Arden and GEM and HBL ICT laptops.

Will the existing monitors and mouse work with the new HBL ICT laptop?
Yes. All equipment you currently plug into the Arden and GEM laptop (except its power lead) should work with your new HBL ICT laptop. If you experience any issues, please email the HBL ICT switchover team.

What will happen to the old laptops?
The majority of laptops will be put into stock and any deemed unusable will be recycled through a company already used by HBL ICT.

Can I buy my old laptop from the CCG?
No. In line with NHS policy staff are not allowed to purchase used equipment.

When do I need to return my Arden and GEM laptop?
We will get in touch at a later date with the process for the Arden and GEM laptop to be returned to Spencer Close (or Charter House if easier). All laptops will need to be recorded as returned.