mhs help desk overview for tricare data quality course n.
Download
Skip this Video
Loading SlideShow in 5 Seconds..
MHS Help Desk Overview for TRICARE Data Quality Course PowerPoint Presentation
Download Presentation
MHS Help Desk Overview for TRICARE Data Quality Course

Loading in 2 Seconds...

play fullscreen
1 / 16

MHS Help Desk Overview for TRICARE Data Quality Course - PowerPoint PPT Presentation


  • 123 Views
  • Uploaded on

MHS Help Desk Overview for TRICARE Data Quality Course. September 15, 2009. Purpose. Information briefing: Provide overview of MHS Help Desk contract scope and current operation including: MHS Tier support structure MHS trouble ticket process Performance metrics/call volume

loader
I am the owner, or an agent authorized to act on behalf of the owner, of the copyrighted work described.
capcha
Download Presentation

PowerPoint Slideshow about 'MHS Help Desk Overview for TRICARE Data Quality Course' - kasimir-wyatt


An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -
Presentation Transcript
purpose
Purpose
  • Information briefing:
    • Provide overview of MHS Help Desk contract scope and current operation including:
      • MHS Tier support structure
      • MHS trouble ticket process
      • Performance metrics/call volume
    • Future: Remedy has replaced ManageNow
      • Implementation of Information Technology Infrastructure Library (ITIL) processes/methodologies
    • “Partnering” in data quality efforts
contract scope
Contract Scope
  • MHS Help Desk provides Tier I and II (functional) support (24 x 7 x 365) for 22 MHS systems/applications
    • CHCS, AHLTA, NMIS, CCQAS, EAS IV, TOL, CCE, TPOCS, DMLSS, DOEHRS-HC/IH/DR, SNPMIS, TMIP, M2, MCFAS, DMHRSi, MHS Learn, Essentris (CIS), PMITS, etc.
    • + 80 COTS products, devices, interfaces, Service legacies (GEMS, TEWLS, ICDB)
    • Future: Patient Safety Reporting (PSR), Neurocognitive Assessment Tool (NCAT)
  • If call does not involve supported application, user helped to “best of our ability”
    • Broken EUD – trouble ticket passed to maintenance vendor/ organization
    • B2B Gateway password reset – trouble ticket passed to DISA
    • TRICARE eligibility question – TOL caller referred to DMDC
    • Pharmacy Data Transaction Service (PDTS) – call passed to PDTS HD
current operation
Current Operation
  • MHS users contact MHS Help Desk with all issues not resolved locally (i.e., at Tier 0 – MTF/site)
    • Issues normally linked to specific application
    • After triage, MHS HD resolves issue or escalates ticket
      • MHS Help Desk resolves 85% of all issues
      • Unresolved issues (15%) include both functional & technical problems
        • Functional issues are escalated to Tier III (software developer)
        • Technical issues emerge as subset of application problems; are forwarded to MHS Network Operations Center (NOC)/DISA
          • Note: hardware issues often emerge from technical tickets
    • Current business volume (CY09 averages):
      • 37,684 calls/month (23% increase versus CY08)
      • 30,536 trouble tickets/month (21% increase over CY08)
call volume
Call Volume

7.

6.

2.

  • Oct 01-Nov 03 – Call volume remained in 5-10K call band.
  • Mar 04 – TOL start-up added 4000 calls per month.
  • Jan 06 – AHLTA Deployment, post-holiday influx and 2000 additional TOL calls.
  • Jan 07 – MHS mandatory HIPAA training commenced via MHS Learn.
  • Sep 07 – Less workdays in Sep than Aug and MHS Learn revised password reset protocol
  • Jun 08 – 73% increase due to DMHRSI (49%) and AHLTA (24%) increases
  • Jul – Dec 08 – 65% (6724 to 11084) increase in DMRHSi tickets per month. “Dip” due to less workdays in Nov.

4.

5.

1.

3.

mhs tier support structure
MHS Tier Support Structure
  • Tier 0 – Site support
    • Systems/database administrator, local information management departments, or local help desk
  • Tier I – MHS Help Desk
    • Log problem and create trouble ticket
    • Initial triage/document symptoms
  • Tier II – MHS Help Desk
    • Resolve basic/functional issues (subject matter experts)
  • Tier II+ – MHS Network Operations Center (NOC)
    • Address connectivity/infrastructure issues
  • Tier III – Software developer or Defense Information Systems

Agency (DISA)

    • Address most complex issues
mhs help desk process

Legend:

Both Functional & Technical Issues =

Functional Issues (Only) =

Technical Issues (Only) =

MHS Help Desk Process

User Contacts

MHS Help Desk

Resolved?

Yes

No further action

MHS Help Desk

Contract Scope

No

Tier 1 creates

Trouble Ticket in

ManageNow

Tier 1/2 HD

resolve?

Yes

(Functional Issues)

(Unresolved Functional & Technical Issues)

No

Infrastructure

issue?

Escalate to (or

created by) Tier 3

(SW Developer)

for resolution

No

Yes

(Functional Issues –

SIRs & SCRs)

Escalate to Tier 2+

(MHS NOC) for

resolution

Resolved?

Yes

No

Ticket closed in

ManageNow

Escalate to DISA,

SPAWAR, BOC,

etc. for

resolution

Email originator

trouble ticket closure prior to 19 july 09
Trouble Ticket Closure(prior to 19 July 09)
  • MHS Help Desk (Tiers I & II)
    • Customer Service Representative (CSR) calls user to confirm issue resolution
    • Trouble ticket closed in ManageNow
      • Triggers E-Mail notification to originator with problem resolution
        • up to 250 characters
    • Customer Satisfaction Survey E-Mailed to ticket originator
  • Tier II+ (MHS NOC) and Tier III (software developer/ DISA)
    • Trouble ticket closed in ManageNow
      • Triggers E-Mail notification to originator with problem resolution
trouble ticket closure since 19 july 09
Trouble Ticket Closure(since 19 July 09)
  • For all MHS support organizations (Tiers I, II or III):
    • When Remedy incident ticket is placed in a “resolved” status, e-mail notification with resolution summary is automatically sent to ticket requestor
    • Requestor has five days to respond if they non-concur
    • Ticket is automatically moved into “closed” status unless ticket requestor non-concurs (via e-mail or phone)
  • Today, no customer satisfaction surveys sent when tickets are closed
    • Business process rules being developed
slide10

Incentivized Performance Metrics(Jul 08 – Jun 09)

Green = PositiveYellow = AcceptableRed = Negative White = No payment

top 5 mhs systems apr 09 jun 09
“Top 5” MHS Systems (Apr 09 – Jun 09)

2nd Quarter in comparison to 1st Quarter: DMHRSI decreased from 32126 (0%), AHLTA increased from 12809 (60%), LEARN decreased from 11636 (20%), TOL decreased from 10497 (21%), and IAS decreased from 6701 (9%).

future
Future
  • 19 July 09: Remedy Information Technology Service Management (ITSM) Version 7.x replaced ManageNow as MHS enterprise trouble ticket management tool
    • Supports Information Technology Infrastructure Library (ITIL) framework/processes
      • Commercially accepted best business process for IT service management
    • Phased implementation approach for Remedy ITSM Modules
      • Incident (trouble ticket) Management Module implemented
      • Problem/Change Management in Sept/Oct 09
        • 3-14 Aug 09: Conducted Problem Management workshops for MHS Stakeholders
        • External business processes must be developed before tool functionality can be fully leveraged
      • Configuration Management Database (CMDB) in Feb 10
  • Remedy is Government Furnished Equipment (GFE), hosted by TIMPO
    • Users must have DoD Common Access Card (CAC)
partnering
“Partnering”
  • MHS Help Desk supports the applications that code encounters, create third party bills and document MTF workload
    • TPOCS, CCE, ADM, CHCS, EAS IV, AHLTA, etc.
  • We support TMA data quality improvement efforts
    • MHS Help Desk will assist in every way possible
contact information
Contact Information
  • MHS Help Desk:
    • Telephone toll free (1-800-600-9332)(CONUS) or by using country access code (OCONUS)
    • Fax: (210) 767-0449
    • E-mail (for questions): Help@mhs-helpdesk.com
    • E-mail (to request incident ticket): mhs_remedy@timpo.osd.mil
    • Via website (http://www.mhs-helpdesk.com)
acronym definitions
ADM – Ambulatory Data Module

B2B – Business to Business

CCE – Coding and Compliance Editor

CCQAS – Centralized Credentials and Quality Assurance System

CHCS – Composite Health Care System

CIS – Clinical Information System

CONUS – Continental United States

CSR – Customer Service Representative

CUD – Common User Database

CY – Calendar Year

DISA – Defense Information Systems Agency

DMDC – Defense Manpower Data Center

DMHRSi – Defense Medical Human Resources System internet

DMLSS – Defense Medical Logistics Standard System

DOEHRS-HC – Defense Occupational and Environmental Health Readiness System – Hearing Conservation

DOEHRS-IH/DR – DOEHRS – Industrial Hygiene/Data Repository

EAS IV – Expense Assignment System IV

EUD – End User Device

GEMS – Global Expeditionary Medical System

HD – Help Desk

ICDB – Integrated Clinical Database

ITIL – Information Technology Infrastructure Library

ITSM – Information Technology Service Management

ICDB – Integrated Clinical Database

M2 – MHS Management Analysis and Reporting Tool

MCFAS – Managed Care Forecasting and Analysis System

MHS – Military Health System

MHS NOC – MHS Network Operations Center

MTF – Military Treatment Facility

NMIS – Nutritional Management Information System

OCONUS – Outside Continental United States

PDTS – Pharmacy Data Transaction Service

PMITS – Patient Movement Items Tracking System

SCR – Software Change Request

SIR – System Incident Report

SNPMIS – Special Needs Program Management Information System

SPAWAR – Space and Naval Warfare Systems Command

SW – Software

TEWLS – Theater Enterprise-Wide Logistics System

TMA – TRICARE Management Activity

TMIP – Theater Medical Information Program

TOL – TRICARE Online

TPOCS – Third Party Outpatient Collection System

TRICARE – Tri-Service Health Care

Acronym Definitions