Fusion

Fusion is a CRM Database  used by CHDP (Child Health and Disability Prevention).  FUSION is used by CHDP and Foster Care nurses. The databases were created in-house by CMS Developers and contractors.

This service benefits the CHDP and Foster Care nurses. The Child Health and Disability Prevention (CHDP) is a preventive program that delivers periodic health assessments and services to low income children and youth in California. CHDP provides care coordination to assist families with medical appointment scheduling, transportation, and access to diagnostic and treatment services. Health assessments are provided by enrolled private physicians, local health departments, community clinics, managed care plans, and some local school districts.

CMS Application Development Team

• John Eid (626) 569-6368
• Leo Oorts (626) 569-6367
• Phillip Reynolds (626) 569-6374
• Jennifer Macias (626) 569-6375
• Henry Fang (626) 569-6025
• Dino Robinson (626) 569-6378

The SQL application is available to authorized staff at the CHDP and CMS offices.  Local System Administrator (LSA) rights are handled by authorized staff in the CMS Application Development Team. As a backup, the CMS Tech Support Team can assess the level of service need 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.

CMS Application Development Team

• John Eid (626) 569-6368
• Leo Oorts (626) 569-6367
• Phillip Reynolds (626) 569-6374
• Jennifer Macias (626) 569-6375
• Henry Fang (626) 569-6025
• Dino Robinson (626) 569-6378

Service Desk/Incident Management

• User: Users that cannot access FUSION 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 - CMS Tech Support - Technician onsite: CMS 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 – CMS App Dev Team: One of the designated CMS App Dev Team members will check user’s account in the FUSION application and resolve issue.  If ticket cannot be resolved proceed to Tier 4
• Tier 4 - CMS App Dev Team: CMS App Dev Team will resolve the service ticket

By each DPH Facility’s IS Department:

• Network connectivity and response time
• Resolving local IT issues

By ISD:

• Network connectivity and response time

By CMS App Dev Team:

• Maintaining and upgrading FUSION
• Maintaining and upgrading interfaces with FUSION
• FUSION 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 CMS Tech Support:

• Assist in end-user functionality issues

End users of this service include:

• CHDP and CMS nurses

Mission-critical

• FUSION 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 FUSION must use PCs that meet PHIS minimum PC requirements

Adding new users:

• within 24 hours