STATISTICAL ANALYSIS SOFTWARE (SAS)

SAS stands for the Statistical Analysis System, a software system for data analysis and report writing. SAS is a group of computer programs that work together to store data values and retrieve them, modify data, compute simple and complex statistical analyses, and create reports.

Mostly epidemioloy analyst, epidemiologist and supervising epidemiologists from the DPH Office of Health Assessment use  SAS. They use SAS data to analyse and assess health trends and patterns in the communities through out Los Angeles County.

PHIS Sys Admin

• Paul Gonzalez (323) 914-9309
• Jude Mokolo (323) 914-9308
• Alex Chavez (213) 351-8022

SAS Coordinator

• Lisa Smith (213) 288-8324

DPH users from various groups and programs throught the department get access to SAS as needed and requested by the manager or supervisor in charge of the group

PHIS Sys Admin

• Paul Gonzalez (323) 914-9309
• Jude Mokolo (323) 914-9308
• Alex Chavez (213) 351-8022

SAS Coordinator

• Lisa Smith (213) 288-8324

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

Service Desk/Incident Management

• User: Users that cannot access SAS will initiate a 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 System Administrators: PHIS Help Desk will refer tickt to PHIS System Administrators (s) troubleshoot the issue.  If successful, technician works with user to resolve service ticket.  If ticket cannot be resolved, proceed to Tier 3
• Tier 3 – SAS Coordinator: PHIS System Administrators will work with SAS Coordinator to resolve any issues with the SAS application and notify PHIS System Administrators.
• Tier 4 – PHIS System Administrators: PHIS System Administrators 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 SAS
• SAS System 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

End users of this service include:

• DPH Office Health Assesment Staff

Mission-critical

• SAS should be classified under the  priority of Normal.
• Poor system performance will impact the need to efficiently provide services performed by Health Service Staff

Version 9.4

• 5/04/2018 This release of SAS has a 32 and 64 bit 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 SAS 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, SAS Coordinator and the PHIS System Administration Manager.