CaseWatch

CaseWatch is a CRM database used by DHSP staff to track patient health record information. Casewatch Millennium for HIV and AIDS is a software system that allows DHSP contractors to track and manage client services.

DHSP utilizes the Casewatch Data System to manage patient level data. Whether contractors use Casewatch directly, or sends electronic file through data transfer, data must be delivered to Casewatch on a regular basis.

DHSP SupportTeam

• Lukito Harianto (213) 351-8366
• Nersik Sargsyan (213) 351-8009
• Joe Venegas (213) 639-4205
• Thi Ha Kyi (213) 351-8369
• Mark Banks (213) 351-8707
• Ramon Reyes (213) 351-8104
• John Parlo – ACMS (323) 460-7700 xt. 19

The CaseWatch application is available to authorized staff at the  DHSP offices. Local System Administrator (LSA) rights are handled by authorized staff in the DHSP Support Team. As a backup, the PHIS Sys Admin can assess the level of service needed to resolve accessibility issues. 

The servers are housed at ISD therefore system users who cannot access the application are required to contact the Enterprise Help Desk to verify network connectivity.

DHSP SupportTeam

• Lukito Harianto (213) 351-8366
• Nersik Sargsyan (213) 351-8009
• Joe Venegas (213) 639-4205
• Thi Ha Kyi (213) 351-8369
• Mark Banks (213) 351-8707
• Ramon Reyes (213) 351-8104

Service Desk/Incident Management

• User: Users that cannot access Casewatch 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 - DHSP Support - Technician onsite: DHSP Tech Support technician(s) will check network connectivity. If there’s no network connectivity, technician works with ISD and facility network technician to resolve ticket. If successful, technician goes to User’s PC to resolve service ticket. If ticket cannot be resolved, proceed to Tier 3
• Tier 3 – PHIS Sys Admin Team: One of the designated DHSP App Dev Team members will check user’s account in the CASEWATCH application and resolve issue. If ticket cannot be resolved proceed to Tier 4
• Tier 4 - ACMS App Dev Team: Sys Admin will resolve the service ticket with the help of ACMS

By each DPH Facility’s IS Department:

• Network connectivity and response time
• Resolving local IT issues

By ISD:

• Network connectivity and response time

By DHSP App Dev Team:

• Maintaining and upgrading Casewatch
• Maintaining and upgrading interfaces with Casewatch
• Casewatch System bugs and issues impacting functionality
• Keeping system documentation (user and training manuals) current with version releases

By PHIS Help Desk:

• Network connectivity and response time
• Resolving local PC issues

By DHSP Tech Support

• Assist in end-user functionality issues

End users of this service include:

• DHSP support services staff
• PHI and EPI analyst staff

Mission-critical

• Casewatch should be classified under the  priority of Normal
• Poor system performance will impact the need to efficiently provide health services to vulnerable children

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.

Minimum user requirements:

• County employees  that access Casewatch must use PCs that meet PHIS minimum PC requirements

Adding new users:

• within 24 hours