Envision Connect

EnvisionConnect (EC) is Environmental Health (EH) enterprise business, client-server application owned by Accela/Decade Software. EC allows real-time online access to enterprise data on EH programs, inspections, and daily time/activity information.

EnvisionConnect Remote (ECR) allows inspections to be performed in the field after replicating necessary data from Accela/Decade hosted database onto a mobile laptop or tablet computer.

EHPIMS Support team

• Stuart Rekart (626) 430-5222

Users must have the EnvisionConnect MSI installed on their laptop or desktop. EC requires network connection with Accela/Decade hosted database at all time to access information.

EH Inspectors will also have the EC Remote MSI installed on their laptops. ECR only requires network connection during synchronization with Accela/Decade hosted database.

The servers are housed at ISD therefore system users who cannot access the application are required to contact the Enterprise Help Desk for verifying network connectivity and further possible system problems and resolution.

EHPIMS Support team:

• Stuart Rekart (626) 430-5222
• Alina Vuong (626) 430-5322
• Nina Lieu (626) 430-5221
• EH Support: Peter Correa (626) 430-5222
• Application Developter: Tommi Chui (626) 430-5688

• Connectivity within the County intranet for system users

Service Desk/Incident Management

• User: Users that cannot access ECR will initiate a Enterprise Help Desk service ticket
• Tier 1 - PHIS Help Desk Remote Access: Help Desk tries to resolve service ticket remotely.  If unsuccessful, proceed to Tier 2
• Tier 2 – EH Support Technician onsite: Help Desk technician(s) pings ISD server. If ISD pinging is unsuccessful, 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 – EH Support Places Service Ticket with EHPIMS: One of the designated facility staff will assign ticket to EHPIMS Support
• Tier 4 - EHPIMS Support: EHPIMS Support 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 EHPIMS:

• Maintaining and upgrading three environments (Production, Staging, and Training)
• Maintaining and upgrading interfaces with Accela/Decade
• ECR 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
• Triaging Service Request

End users of this service include:

• EH Field Inspectors

Mission-critical

• Envision Connect should be classified under the  priority of Normal.
• Poor system performance will impact the need to efficiently provide services performed by Field Inspectors.

Version 5.5.0.72

• Major system upgrades being planned with no definitive date(s)
• Minor software upgrades (i.e., bug fixes) occur approximately every month.

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.

Minimum user requirements:

• Please check if their computers have Microsoft.Net Framework 4.6.1 installed.
• To verify:
  • Win 7 - .Net will show up under “Programs and Features” as Microsoft .NET Framework 4.6.1
  • Win 8 - .Net will show up under “View installed updates” as KB3102439
  • Win 8.1 - .Net will show up under “View installed updates” as KB3102467

Adding new users: within 24 hours

Downtime for system upgrades: To minimize impact for ECR users which run from 7:30 am – 5:00 pm, EHPIMS conducts system upgrades after hours. EHPIMS notifies all the impacted parties no later than the week before.

January 26, 2017

Changes to this service are subject to approval of the Chief Information Officer, CTO and the EHPIMS Support Group Manager.