Case Management and Processing CMAP

CMaP (Case Management and Processing) is built by PHIS Application Development team for DPH (CHS and other Programs) to provide a system to track workload and provide assistance with case management.  It is built on Microsoft CRM and accessed via the Intranet. 

There are two CMaP applications; one for Nursing and one for PHI. Verify with the customer if they are under the PHI program. If not, then proceed with this support profile. If they are affiliated with PHI, then refer to the CMaP (PHI) support profile.

This application does have its own Help Desk phone: (213) 288-7286

PHIS App Support

• An Quach (323) 914-9271
• Ann Stewart (323) 914-8176
• Robert Ota (323) 914-8603
• Rochelle Loureiro (323) 914-8996
• Tremon White (323) 914-8429
• Sokun York (323) 914-7998
• Yun Magana (323) 914-8476

There are two CMaP applications; one for Nursing and one for PHI. Verify with the customer if they are under the PHI program. If not, then proceed with this support profile. If they are affiliated with PHI, then refer to the CMaP (PHI) support profile.

This application does have its own Help Desk phone but the NIU : (213) 288-7286.  In this case, ticket should be created escalated to PHIS App Support.

PHIS App Support

• An Quach (323) 914-9271
• Ann Stewart (323) 914-8176
• Robert Ota (323) 914-8603
• Rochelle Loureiro (323) 914-8996
• Tremon White (323) 914-8429
• Sokun York (323) 914-7998
• Yun Magana (323) 914-8476

• Connectivity within the County intranet for system users
• Connectivity to the WAN

Service Desk/Incident Management

• User: Users that cannot access Sunquest Lab will initiate an Enterprise Help Desk service ticket.
• Tier 1 - PHIS Help Desk Remote Access: PHIS Help Desk tries to resolve service ticket remotely.  If unsuccessful, proceed to Tier 2
• Tier 2 – PHIS App Support: PHIS Help Desk will refer the ticket to PHIS App Support and  troubleshoot the issue. If successful, technician works with user to resolve service ticket.  If ticket cannot be resolved, proceed to Tier 3
• Tier 3 – PHIS System Administrators: PHIS App Support will work with the PHIS System Administrators to resolve any accounts related issues and notify PHIS App Support.
• Tier 4 – PHIS App Support: PHIS App Support will resolve the service ticket.

By each DPH Facility’s IS Department:

• Network connectivity and response time
• Resolving local PC issues

By ISD:

• Network connectivity and response time

By PHIS System Administrators. 

• Maintaining and upgrading three environments (Production, Staging, and Training)
• Maintaining and upgrading interfaces with Sunquest Lab
• PH Directory bugs and issues impacting functionality
• Keeping system documentation (user and training manuals) current with version releases

By PHIS Help Desk

• Trouble shooting network connectivity and response time
• Triaging Service Request

None at this time

End users of this service include:

• DPH Health Service Staff
• Admin Liaisons

Mission-critical

• PH Directory tickets should be classified under the  priority of Normal except where indicated.
• Poor system performance will impact the need to efficiently provide services performed by Health Service Staff

Version 10.6

• 5/04/2018 This release of PH Directory is the Atech version.

Business hours for service support:

• Service Desk/Incident Management – 7:30-5:00, Mon-Fri
• Problem Management - – 7:30-5:00, Mon-Fri

Assistance is available by the end user creating a service ticket with the Enterprise Help Desk.

 Metrics for success

• Incident Management:
  

  Priority	Initial Response	Follow-Ups	Resolution
  Immediate	10 mins.	30 mins.	1 hour
  High	30 mins.	1 hour	4 hours
  Normal	1 hour	3 hours	8 hours
  Planned	1 day	2 days	4 days

• User satisfaction: 95% positive
• Problem Management: Reduction in time to close issues.
• Change Management: Minimize downtime for system version upgrades and reduction in number of unplanned changes.
• Performance Management: reduction in number of unplanned downtime activity and reduction in number of intranet connectivity problems.

System available 24 hours 7 days.

Downtime for system upgrades: To minimize impact for PH Directory users which run from 7:30 am – 5:00 pm, PHIS System Administrators conducts system upgrades after hours. PHIS System Administrators notifies all the impacted parties ASAP

Changes to this service are subject to approval of the Chief Information Officer, CTO and the Application Support Manager.