MHS Help Desk OverviewforTRICARE Data Quality Course.ppt

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2017-08-10 发布于甘肃
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MHS Help Desk OverviewforTRICARE Data Quality Course.ppt

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MHS Help Desk OverviewforTRICARE Data Quality Course 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 will replace ManageNow “Partnering” in data quality efforts 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 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): 38,014 calls/month (24% increase versus CY08) 30,817 trouble tickets/month (22% increase over CY08) Call Volume 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 an