Health Budgets & Financial Policy

Health Budgets & Financial Policy

MHS Service Desk Overview

TRICARE Data Quality Training CourseMay 20, 2010May 20, 2010

Health Budgets & Financial Policy

Purpose

• Information briefing:– Provide overview of MHS Service Desk (formerly

MHS Help Desk) current operation:• MHS Tier support structure• MHS incident ticket (formerly trouble ticket) process

– Remedy has replaced ManageNow• Implementation of Information Technology Infrastructure

Library (ITIL) processes/methodologies

– “Partnering” in data quality efforts– Mar 2010 MHS Help Desk Trouble Ticket Report

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Contract Scope

• MHS Service Desk provides Tier I and II support 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)

• 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

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Current Operation

• MHS users contact MHS Service Desk with all issues not resolved locally (i.e., at Tier 0 – MTF/site)– Issues normally linked to specific application– After triage, MHS SD resolves issue or escalates ticket

• MHS Service Desk resolves 85% of all issues– Technical issues emerge as subset of application problems; are

forwarded to Network Operations or Blades Operations Groups• Unresolved issues (15%) include both functional & technical

problems – Functional issues are escalated to Tier III (software

developer/integrator)– Wide Area Network (WAN)/connectivity issues forwarded to

DISA / SPAWAR– Hardware issues, often emerging from technical tickets,

forwarded to appropriate vendor

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MHS Tier Support Structure

• Tier 0 – Site support– Systems/database administrator, local information management

departments, or local help desk

• Tier I – MHS Service Desk– Log problem and create incident ticket– Initial triage/document symptoms

• Tier II – MHS Service Desk– Resolve basic/functional issues (subject matter experts)– Includes Network Operations and Blades Operations Groups

• Address connectivity/infrastructure issues

• Tier III – Software developer or Defense Information Systems

Agency (DISA)– Address most complex issues

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MHS Service Desk Process

User ContactsMHS Service Desk

User ContactsMHS Service Desk Resolved?Resolved?

Tier 1 createsIncident Ticket in

Remedy

Tier 1 createsIncident Ticket in

Remedy

Tier 1/2 SD resolve?

Tier 1/2 SD resolve?

Infrastructure issue?

Infrastructure issue?

Escalate to (or created by) Tier 3 (SW Developer)

for resolution

Escalate to (or created by) Tier 3 (SW Developer)

for resolution

Escalate to NetworkOperations or BladesOperations Groups

for resolution

Escalate to NetworkOperations or BladesOperations Groups

for resolution

Resolved?Resolved?

Escalate to DISA,SPAWAR, etc.

forresolution

Escalate to DISA,SPAWAR, etc.

forresolution

Ticket closed inRemedy

Ticket closed inRemedy Email originatorEmail originator

No further actionNo further actionYes

No

Yes

Yes

Yes

No

No

No

(Functional Issues)

(Functional Issues – SIRs & SCRs)

Legend:

Both Functional & Technical Issues =

Functional Issues (Only) =

Technical Issues (Only) =

Legend:

Both Functional & Technical Issues =

Functional Issues (Only) =

Technical Issues (Only) =

MHS Service DeskContract ScopeMHS Service DeskContract Scope

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Incident 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 incident requestor

– Requestor has five days to respond if they non-concur– Incident is automatically moved into “closed” status unless

incident requestor non-concurs (via e-mail or phone)

• Customer satisfaction surveys activated in Dec 09– Generated when incidents are closed– Currently limited to one survey per originator per week

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“Top 5” MHS Systems (Jul 09 – Sep 09)

3rd Quarter in comparison to 2nd Quarter: DMHRSI increased from 32126 (1.5%), IAS increased from 6098 (54%), AHLTA decreased from 14551 (36%), TOL decreased from 8260 (1.7%), and MHS LEARN decreased from 9331 (15.75%).

Total Calls

Total Tickets Created Month DMHRSi IAS AHLTA TOL

MHS LEARN

Monthly Totals

35525 29496 Jul-09 11106 2893 3364 2887 2675 22925

39086 28570 Aug-09 10149 3285 2935 2602 2610 21581

41424 29308 Sep-09 11371 3234 2982 2630 2578 22795

    Totals 32626 9412 9281 8119 7863  

                 

    Month DMHRSi IAS AHLTA TOLMHS

LEARNMonthly Totals

  83% Jul-09 38% 10% 11% 10% 9% 78%

  73% Aug-09 36% 11% 10% 9% 9% 76%

  71% Sep-09 39% 11% 10% 9% 9% 78%

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Future

• Using Remedy, implementation of Information Technology Infrastructure Library (ITIL) framework/processes– Commercially accepted best business process for IT service

management• Phased Remedy Information Technology Service Management

(ITSM) version 7.x Implementation• Remedy is Government Furnished Equipment (GFE), hosted by

TIMPO– Users must have DoD Common Access Card (CAC)

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“Partnering”

• MHS Service 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 Service Desk will assist in every way

possible

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DQMC Workgroup Oversight

Monthly – DQMC Workgroup reviews Tier 3 escalation % for certain key systems.

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Backup Information

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Contact Information

• MHS Service Desk:– Telephone toll free (1-800-600-9332)

(CONUS) or by using country access code (OCONUS)

– Fax: (210) 338-3435– E-mail (for questions):

mhssc@timpo.osd.mil– To request incident:

https://mhssc.timpo.osd.mil

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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