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MHS Help Desk Overview for TRICARE Data Quality Course

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

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MHS Help Desk Overview for TRICARE Data Quality Course

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  1. MHS Help Desk OverviewforTRICARE Data Quality Course September 15, 2009

  2. 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

  3. 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

  4. 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)

  5. 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.

  6. 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

  7. 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

  8. 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

  9. 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

  10. Incentivized Performance Metrics(Jul 08 – Jun 09) Green = PositiveYellow = AcceptableRed = Negative White = No payment

  11. “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%).

  12. 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)

  13. “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

  14. Backup Information

  15. 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)

  16. 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

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