PH Directory

The Ph Directory application helps the organization keep updated records of employees contact information so that it’s readily available in case of emergencies and other urgent matters where communication with the workforce is of the utmost importance.

This application is used to maintain employees contact informatoin within the Department of Public Health organization. Employees are responsible for keeping their contact information current in this system. Admin Liaisions & Managers/Supervisors are responsible for keeping staff in the proper program or department within the organization.

PHIS App Support

• An Quach (323) 914-9271
• Ann Stewart (323) 914-8176
• Robert Ota (323) 914-8603
• Rochelle Loureiro (323) 914-8996
• Tremon White (323) 914-8429
• Yun Magana (323) 914-8476

Admin Liaisons have access to move staff into the proper organizational group, if not, they need special permissions. In this case, ticket should be created escalated to PHIS App Support.

PHIS App Support

• An Quach (323) 914-9271
• Ann Stewart (323) 914-8176
• Robert Ota (323) 914-8603
• Rochelle Loureiro (323) 914-8996
• Tremon White (323) 914-8429
• Yun Magana (323) 914-8476

• Connectivity within the County intranet for system users
• Connectivity to the WAN

Service Desk/Incident Management

• User: Users that cannot access Sunquest Lab 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 – PHIS App Support: PHIS Help Desk will refer the ticket to PHIS App Support and  troubleshoot the issue. If successful, technician works with user to resolve service ticket. If ticket cannot be resolved, proceed to Tier 3
• Tier 3 – PHIS System Administrators: PHIS App Support will work with the PHIS System Administrators to resolve any accounts related issues and notify PHIS App Support.
• Tier 4 – PHIS App Support: PHIS App 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 PHIS System Administrators:

• Maintaining and upgrading three environments (Production, Staging, and Training)
• Maintaining and upgrading interfaces with PH Directory
• PH Directory bugs and issues impacting functionality
• Keeping system documentation (user and training manuals) current with version releases

By PHIS Help Desk:

• Trouble shooting network connectivity and response time
• Triaging Service Request

End users of this service include:

• DPH Health Service Staff
• Admin Liaisons

Mission-critical

• PH Directory tickets should be classified under the  priority of Normal except where indicated.
• Poor system performance will impact the need to efficiently provide services performed by Health Service Staff.

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.

System available 24 hours 7 days.     

Downtime for system upgrades: To minimize impact for PH Directory users which run from 7:30 am – 5:00 pm, PHIS System Administrators conducts system upgrades after hours. PHIS System Administrators notifies all the impacted parties ASAP.

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