MHS Help Desk Overviewfor

TRICARE Data Quality Course

Presenters: Mr. Gary Darby, Government Task Manager

and Mr. John Simmons September 8, 2006

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

– “Partnering” in data quality efforts

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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, etc.

– + 80 COTS products, devices, interfaces, Service legacies– Future: GEMS, TEWLS, CIS

• 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 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 normally emerge from technical tickets

– Current business volume: 17,440 calls/month - CY06 average, (Jan – Jul 06)

• May 06 (19,103)/ Jun 06 (18,983)

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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 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

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MHS Help Desk Process

User ContactsMHS Help DeskUser Contacts

MHS Help Desk Resolved?Resolved?

Tier 1 createsTrouble Ticket in

ManageNow

Tier 1 createsTrouble Ticket in

ManageNow

Tier 1/2 HD resolve?

Tier 1/2 HD 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 Tier 2+

(MHS NOC) forresolution

Escalate to Tier 2+

(MHS NOC) forresolution

Resolved?Resolved?

Escalate to DISA,SPAWAR, BOC,

etc. forresolution

Escalate to DISA,SPAWAR, BOC,

etc. forresolution

Ticket closed inManageNow

Ticket closed inManageNow Email originatorEmail originator

No further actionNo further actionYes

No

Yes

Yes

Yes

No

No

No

(Functional Issues)

(Functional Issues – SIRs & SCRs)

(Unresolved Functional & Technical Issues)

Legend:

Both Functional & Technical Issues =

Functional Issues (Only) =

Technical Issues (Only) =

Legend:

Both Functional & Technical Issues =

Functional Issues (Only) =

Technical Issues (Only) =

MHS Help DeskContract ScopeMHS Help DeskContract Scope

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Trouble Ticket Closure

• 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

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Performance Metrics (Jul 05 – Jul 06)

Blue = Positive Green = AcceptableGreen = Acceptable Yellow = NegativeYellow = Negative White = No payment

CriteriaAcceptable

Range Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun JulCustomer Satisfaction Survey Return Rate 15 -18% 15% 15% 17% 16% 14% 15% 16% 17% 17% 25% 26% 24% 21%

Customer Satisfaction 85 - 90% 99% 99% 99% 98% 97% 99% 98% 99% 98% 99% 98% 97% 99%

Call Abandoned Rate 3 - 5% 1% 2% 1% 1% 2% 1% 1% 1% 1% 2% 1% 2% 2%

Average Speed to Answer20 - 30

seconds 24 sec 29 sec 17 sec 24 sec 27 sec 22 sec 30 sec 24 sec 23 sec 26 sec 18 sec 30 sec 26 sec

Problem Resolution Rate for High Priority problems/requests

90% within 90 mins 94% 100% 93% 100% 97% 93% 97% 100% 96% 100% 97% 94% 100%

Positive incentive rate 90% within 60 mins 88% 100% 89% 95% 88% 89% 97% 100% 96% 97% 95% 92% 98%

Problem Resolution Rate for Moderate Priority problems/requests

90% within 6 hours 93% 90% 100% 97% 100% 94% 91% 94% 97% 93% 100% 88% 91%

Positive incentive rate 75% within 4 hours 93% 90% 100% 97% 100% 78% 91% 91% 89% 91% 93% 84% 91%

Problem Resolution Rate for Low Priority problems/requests

90% within 3 bus days 98% 97% 95% 96% 93% 92% 95% 95% 93% 94% 95% 91% 93%

Positive incentive rate 50% within 2 bus days 96% 95% 93% 93% 91% 89% 93% 92% 90% 92% 93% 89% 92%

First Contact Resolution 64 - 80% 94% 87% 81% 82% 76% 77% 80% 80% 77% 80% 80% 76% 79%

Call Volume 12.7 K 15.8 K 13.8 K 15.3 K 15.2 K 13.6 K 17.6 K 15.7 K 17.3 K 15.8 K 19.1 K 19.0 K 17.5 K

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MHS Help Desk Call Volume from Oct '01 - Jul '06

2500

5000

7500

10000

12500

15000

17500

20000

Oct

Dec

Feb Apr

Jun

Aug Oct

Dec

Feb Apr

Jun

Aug Oct

Dec

Feb Apr

Jun

Aug Oct

Dec

Feb Apr

Jun

Aug Oct

Dec

Feb Apr

Jun

Cal

ls

Call Volume

Contract StartDate. Some settlingInvolved.

TOL Start-upAdded 4000 callsper month.

AHLTA Deployment and postHoliday influx. 2,000 additionalTOL calls.

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“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

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Backup Information

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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: Help@mhs-helpdesk.com– Via website (http://www.mhs-helpdesk.com)

• Mr. Gary Darby – Government Task Manager– E-Mail: Gary.Darby@tma.osd.mil– Office: (703) 681-6123, ext 1082

• Mr. John Simmons– E-Mail: John.Simmons.ctr@tma.osd.mil– Office: (703) 399-2248

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Acronym Definitions• APCOTS – Anatomical Pathology COTS• B2B – Business to Business• CAIM – Customer Area Inventory Management• CCE – Coding and Compliance Editor• CCQAS – Centralized Credentials and Quality Assurance System• CDIS – Care Detail Information System• CDR – Clinical Data Repository• CHCS – Composite Health Care System• CHCS II – Composite Health Care System II• CIS – Clinical Information System• CM – Configuration Management• CMIS – CHAMPUS/TRICARE Medical Information System• COTS – Commercial off the Shelf• CURES – CHAMPUS/TRICARE Utilization Reporting & Evaluation

System• CY – Calendar Year• DBSS – Defense Blood Standard System• DEERS – Defense Enrollment Eligibility Reporting System• 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• EWS-R – Enterprise Wide Scheduling – Referral• FM – Financial Management• FTE – Full Time Equivalent• FY – Fiscal Year

• GEMS – Global Expeditionary Medical System• HD – Help Desk• IM – Inventory Management • JMAR – Joint Medical Asset Repository• M2 – MHS Management Analysis and Reporting Tool• MCFAS – Managed Care Forecasting and Analysis System• MCSC – Managed Care Support Contractor• MHS – Military Health System• MHS NOC – MHS Network Operations Center• MTF – Military Treatment Facility• NMIS – Nutritional Management Information System• OHI/SIT – Other Health Insurance/Standard Insurance Table• PCMBN – Primary Care Manager by Name• PCVS Tracker – No definition (Commercial Tool)• PDTS – Pharmacy Data Transaction Service• PEO – Program Executive Officer• PGUI – Provider Graphical User Interface• PHOTO – Population Health Operational Tracking & Optimization• QPMR – Quarterly Program Management Review• 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• TMIP – Theater Medical Information Program• TOL – TRICARE Online• TPOCS – Third Party Outpatient Collection System• TRICARE – Tri-Service Health Care• VPN – Virtual Private Network• WAN – Wide Area Network