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Community Service Information Systems (CSIS), a division of CareGroup Information
Systems, is charged with the information system support of affiliated Health
Centers and contracted Physician practices and community hospitals which
include their remote sites. Due to ongoing budgetary constraints, CSIS has
been charged with redefining our Service Level Agreement (SLA) for all CSIS
supported locations and/or sites. Please click here to see a list of
CSIS supported sites.
In an effort to enhance CareGroup's mission of IS standardization, CSIS has prioritized our list of CareGroup supported applications. Proper licensing must be verified prior to CSIS staff working on any application, regardless of inclusion on the CareGroup supported application list. CSIS has defined the following levels of support:
Urgent: The situation needs immediate attention. This code is reserved for outages having a "critical impact and in some cases a "significant" impact on CareGroup clinical operations. This is the highest priority, directly affecting patient care.
High: This code is generally used for outages with significant impact or time sensitive service requests. High priority problems directly impact critical administrative functionality.
Medium: This request requires expedited handling, medium priority does not directly affect patient care or critical administrative functionality.
Routine: This request has no direct impact on patient care or administrative functionality.
For all reported problems, each division of CareGroup information systems will work collectively to determine the nature of the reported problem and to dispatch the appropriate resources.
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IDX Radiology
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Urgent
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Logician
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Urgent
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Meditech emulator/CCC emulator
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Urgent
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Meditech
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Urgent
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Natural
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Urgent
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PtCt
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Urgent
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SDK
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Urgent
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StaRS
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Urgent
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Cactus
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High
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ESI
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High
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IBAX
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High
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MS Outlook
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High
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PeopleSoft
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High
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Scriptor
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High
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Anti-virus software
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Medium
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Citrix Winframe
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Medium
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Internet Explorer
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Medium
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Lotus Notes
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Medium
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MS Office 97(Word, Excel, PowerPoint, Access)
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Medium
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Netscape Navigator
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Medium
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PC Anywhere
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Medium
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Adobe Acrobat Reader
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Routine
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MS Project
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Routine
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PowerChute
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Routine
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WinZip
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Routine
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Novell Netware 3.12
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Urgent
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Novell NetWare 3.2
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Urgent
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Novell NetWare 4.11
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Urgent
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Windows NT 4.0
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Urgent
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Windows 2000 (support date to be determined)
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Urgent
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Windows NT Workstation
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High
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Windows 95
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High
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Citrix MetaFrame
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Medium
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Citrix Winframe 1.7 >
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Medium
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Windows NT 3.51
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Medium
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CareGroup owned and supported file and application servers
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Urgent
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CareGroup Clinical Workstation
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Medium
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CareGroup owned and supported desktop PC's
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Medium
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CareGroup owned and supported network printers
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Medium
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CareGroup owned and supported external modems
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Medium
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CareGroup owned and supported personal printers
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Medium
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Community Service Information Systems will be staffed from 8:00 a.m. to 5:00 p.m. Monday through Friday, except holidays.
Priority Codes Defined - Priority codes can be influenced by many factors including the application involved, number of users affected, availability of a work-around, the customer's sense of priority, deadlines, frequency of the problem, and other things. The primary factor influencing the priority code, however, is the impact on CareGroup clinical operations. Requests involving outages of mission critical, multi-user systems will be given highest priority. The CSIS objective is to respond to calls in the following manner:
- Solve 50% of desktop problems when the call first arrives to the CSIS site coordinator.
- Respond with on-site support within 4 hours, for "Urgent" level calls, 8-5:00 M-F.
- Respond within 24 hours for "High" priority problems, 8-5:00 M-F.
- Respond within 72 hours for "Medium" priority problems, 8-5:00 M-F.
- Respond within 7 business days for "Routine" requests, 8-5:00 M-F.
- Contact our customers with an explanation if it is anticipated that the service level cannot be met.
Urgent or Clinic Down: CareGroup network connectivity, Logician server connectivity and/or failures, loss of CCC connectivity, clinic wide. Urgent level hardware, Urgent level operating systems.
High Priority Problems: E-mail, clinic wide network printing, High and some Medium level applications, High and some Medium level hardware, High and some Medium level operating systems, Medium ranked applications.
Medium Priority Problems: Isolated network printing problems, modifications to existing user accounts, Medium level applications, Medium level hardware and Medium level operating systems.
Routine Requests: Individual printing issues additions or changes to existing network access, Routine level applications, and Routine level hardware issues.
CSIS supports only CareGroup owned equipment and applications. CSIS does not provide for computer and/or IS support in the home, regardless of CareGroup's ownership and/or support status. CSIS will refer callers with such requests to a qualified fee for service group for support.
CSIS also provides project management services, facilitating all aspects of application upgrades, complex moves, networking, network wiring, application deployment plans and hardware deployment. The current economic climate requires that each new project receive approval from senior management. All CareGroup Information System project requests will be processed using a centralized approval process. This approval process works to ensure that projects comply with CareGroup's vision and strategic goals, and allocates resources to ensure customer satisfaction. Each project request form is presented to senior management for approval. Projects will be prioritized by:
- Impact on patient safety, and CareGroup clinical objectives
- Impact on revenue
- Alignment with CareGroup goals
The CSIS model of support is designed to provide a single point of contact for each supported site. In order for CSIS to provide support, we expect that each site will identify a single point of contact to facilitate all internal IS requests. This person will work closely with the assigned CSIS technical analyst to ensure all IS issues are prioritized and resolved. This includes ongoing maintenance, hardware and network requests as well as larger IS related projects.
Attached is a list of the sites
supported by CSIS and the respective technical analyst assigned to assist
them.
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