REMEDY Transition 00Communication Plan
Duke HomeCare & Hospice is pleased to announce a new service for requesting IT support for its staff by transitioning all IT related calls to the DHTS Help Desk. The tool that will be used to log, triage, and track these calls is REMEDY. This is exciting news. All supervisors and managers are urged to share the transition plan with staff at every opportunity.
Note: DHCH staff at Duke Health Raleigh Hospital will call the DHRH Help Desk. Routing of these calls will be handled in the same manner
Please read on for more specific information. Included is a list of FAQ00 to assist you in your discussions with staff.
What:
DHCH is transitioning all IT support request to be processed through the DHTS Help Desk via the Remedy call tracking/problem reporting application. Therefore, when staff need IT support for computer issues, email/computer accounts, and system/application issues, they will call the DHTS Help Desk at 684-2243. They will no longer have to send an email to DHCH-Support or leave a voicemail at ext 947. Staff members will be asked to provide their name and contact information along with the nature of the problem or request. The help desk will log the information into the REMEDY tracking system and as part of the triage process will assist the staff member right away to resolve the issue over the phone if possible. Problems that cannot be resolved right away due to complexity or because it involves DHCH specific software or equipment will be forwarded to the next level of help desk support, or forwarded directly to DHCH IT. All calls that get triaged directly to DHCH IT will be handled per predetermined escalation parameters defined with in Remedy. For example, all calls that are sent to DHCH IT support will generate a text page to the on-call DHCH IT support person. The escalation parameters are base on the following intervals:
Escalation Parameters
0 0015 minute 00DHCH IT on-call support paged 15 0030 minute 00DHCH IT on-call support paged 30 0045 minute 00DHCH IT on-call support paged At the 45 minute or fourth interval 00The IT Manager will be paged.Why:
There are a number of critical reasons why this decision has been made.
The DHTS Help Desk provides 24x7 coverage for all request. The DHTS Helpdesk is staffed with IT personnel that are very capable of answering many of the IT related questions that our staff encounters. Utilizing their services provides an opportunity to respond to general IT questions in a timely manner (immediately in many cases). Thus, allowing DHCH IT staff to proactively manage other IT support needs related to our clinical, financial, and administrative needs. The REMEDY system allows all IT requests to be tracked and compiled for trend analysis of request types, response times, resolution times, and IT support staff justification.When:
Staff will start using the DHTS Help Desk the morning of October 2, 2006
*Please see FAQ00 for further information about REMEDY, the helpdesk and this transition
REMEDY Transition FAQ00
Also located at http://dhcc.dukehealth.org
What's the benefit?
DHCH continuously seeks to enhance services and processes, both externally and internally, as well as aligning itself with DUHS enterprise initiatives. As a result, there are a number of critical reasons why this decision has been made, which include the following:
Again alignment with DUHS services and strategic initiatives Utilize and expand on available enterprise resources Provide better customer services Improve the quality of IT supportWhen/Why do I use this number?
The transition to using the DHTS Help Desk to report IT issues/request will begin on October 2. With the start of business on this day, you should begin to use the DHTS Help Desk #, which is 684-2243.
DHCH IT staff at Duke Health Raleigh Hospital will call 919-954-3485
You should use this number for any of the questions/requests that you would previously have sent through the DHCH-support email address or the 947 voicemail extension.
Is there any occasion in which I should NOT call the helpdesk, or should go straight to DHCH IT staff?
It is important for all IT related issues/requests go through the helpdesk. The helpdesk staff can appropriately triage requests that they cannot directly answer.
Why can't I just call Dan or AV?
First, making this transition is expected to actually be a faster process for staff. In many cases, the staff phone calls will be answered right away, rather than the current process of having to send an email or leave a voicemail. And if staff do have to leave a voicemail, they are likely to get a much faster response than our IT staff is able to provide at this time, because there are many more help desk staff than our own IT staff. Also, one of the key reasons for making this transition is to allow DHCH to better use the expertise and resources of our existing IT staff.
What happens if the helpdesk can't fix my problem?
In many cases, they will be able to address your problem right away. Remember, the help desk fields calls from all over the health system, so there is a high likelihood that they have heard your question before. However, if they cannot answer or resolve your question immediately, they will follow their internal procedures for 00scalating00your request through the help desk structure. If your question is unfamiliar to the help desk staff because it is a software program unique to DHCH, they will forward the question to the DHCH IT staff for follow up.
I had to leave a message at the help desk number - now what do I do?
The help desk is staffed by multiple people throughout the day, on a 24/7 schedule. Their staffing patterns are based on their call volume, with the largest number of staff scheduled to work in the hours that experience the highest call volume. We anticipate that this will be a significant improvement over our current process
I spoke with the Helpdesk Analyst an hour ago; no one has contacted me.
If you are concerned that you have not received an appropriate or timely response from the help desk and want to report this and obtain resolution to your problem, please contact the DHCH IT Manager.
Who will come out to fix my problem?
Depending on the problem, on-site service to resolve DHCH problems will be resolved will be DHCH IT.
Will DHTS IT support come out and fix my PC/printer problems if DHCH IT is not available?
DHTS IT does not support DHCH PC hardware, printers, systems or applications. However, they do support the network infrastructure (ex. wireless access points and equipment in the communications room).
I have a question about HCM/MBI - is the helpdesk going to know how to answer this?
Because the helpdesk provides IT support for all of the health system, there are a vast number of software programs and equipment types that they are knowledgeable of and able to resolve when questions/issues arise. However, if they are not able to answer your question related to HCM, MBI or any other work-related IT question you have, they will forward your question on to DHCH IT for resolution. When this happens, they will let you know that they have taken this step and that a DHCH IT staff member will be following up with you.
I need help right away, immediately. Wouldn't it be more efficient to go directly to our IT staff?
In many cases, the help desk staff will be able to address your problem right away. Remember, the help desk fields calls from all of the health system, so there is a high likelihood that they have heard your question before. And, as the help desk has greater resources in terms of numbers of staff, it is actually likely that they will be able to respond even faster than our own IT staff. However, if they cannot answer or resolve your question immediately, they will follow their internal procedures for 00scalating00your request through the help desk structure. In the case of an IT-related emergency, their process is to immediately page a DHCH IT staff member. The level of criticality, or emergency for an IT issue will be identified by the help desk in collaboration with the employee who initially calls in the request. Again, the following escalation rules will apply for all urgent and high priority requests:
Escalation Parameters
0 0015 minute 00DHCH IT on-call support paged 15 0030 minute 00DHCH IT on-call support paged 30 0045 minute 00DHCH IT on-call support paged At the 45 minute or fourth interval 00The IT Manager will be paged.Again, this process will be the same for our staff at Duke Health Raleigh Hospital.
FAQs at the following web links:
http://dhch.dukehealth.org/modules/dhcc_staff
http://dhch.dukehealth.org/modules/dhcclink
There is a new process for getting help with your IT-related issues.
The DHTS Help Desk and Remedy !
You never have to send another email to DHCH-Support, or leave another voicemail!
Just call the help desk - one number, one process, 24x7 coverage!
FAQs at the following web links:
