Attachment 3 SOP for Healthcare Operations Access Requests.docx

STANDARD OPERATING PROCEDURE

Processing NDS Healthcare Operations Access Requests

August 2023

Revision History

Document Title: STANDARD OPERATING PROCEDURE for processing NDS Healthcare Operations Access Requests

Table of Contents

STANDARD OPERATING PROCEDURE

Processing NDS Healthcare Operations Access Requests

PURPOSE

This SOP establishes the process/procedure for processing National Data Systems (NDS) Healthcare Operations access requests. There will always be exceptions to the standards set forth in this SOP. These situations should be handled in a manner that is suitable for the particular situation and with advice and guidance from appropriates sources (i.e., senior staff or management) as necessary.

RESPONSIBILITIES

NDS

· NDS staff will review submitted requests for accuracy and completeness.

· NDS staff will process each request.

· NDS staff will send a notification email when the request has been processed.

· NDS staff will enter an Alexsys ticket for each request received.

PROCEDURES Comment by Tanco, Edwin R.: Consider adding main ePAS form screen shots for visual reference. I understand will add more storage but is always good practice. Comment by Hawkins, Angel: Edwin will review and add necessary screenshots where applicable.

1. Review Electronic Permissions Access System (ePAS) Request Form

When an ePAS form is ready for review, an ePAS notification is send directly to a reviewer’s VA email account and to NDS.OperationalAccessRequests@va.gov. You can access the ePAS from via the ePAS link and view all entries under ‘Approve for your queue at https://epas.r02.med.va.gov/ or by opening the ePAS form by clicking the link in the automated email alert.

Review the ePAS form for the following:

· Full Legal Name*

· Job Title*

· Email Address *

· Active Directory Name with Domain*

· Work Number*

· Employee Agency

· Employee Type

· Contractor Name (if applicable)

· Contractor Business Address (if applicable)

· Station Number

· Supervisor Name and Email

· Purpose of Use (as selected)

· Data Sources (as selected)

· Duration of Access

· Duration of Access Termination Date (if applicable)

· Acknowledgement

· Signatures: Ensure ePAS form is signed by the appropriate personnel*

· “Vital Status Files (CDW_VitalStatus”: When selected, ensure that the “Vital Status Rules of Behavior” tab is completed.

* Denotes auto-populated though the Active Directory look-up.

2. Provision Access According to Data Source Selected.

Steps for provisioning access to the following are located in Appendix A.

A. CDW Provisioning Steps B. VSSC Provisioning Steps C. CAPRI/JLV Processing Steps

3. Send Approval/Notification Email: Comment by Hawkins, Angel: Amy will create signatures for each of the email templates.

· Respond to the ePAS email notification notifying the requestor and supervisor that access has been authorized. (To correctly format the email notification, go to Format Text tab and select “Aa HTML”, instead of “Aa Plain Text”)

· Choose the correct email template below to populate the body of the email, based on the data sources that were requested.

· Email is copied into Alexsys ticket

CDW Email Template

Your operational access request has been authorized by National Data Systems.

Please allow several hours for the changes to update throughout the network before requesting CDW Support. Please visit Customer & Workgroup Support (sharepoint.com) for information or to engage the CDW Customer Enablement Team. After reviewing the CDW Support site, if more immediate action is necessary, contact the Enterprise Service Desk (ESD) at 855-673-HELP (855-673-4357), or through the Self-Service portal in ServiceNow to create a help desk Incident ticket.

Please visit the VHA Data Portal at http://vaww.vhadataportal.med.va.gov/Home.aspx for additional information on available data sources and how to request access.

NDS wants your feedback! Your participation is voluntary. Please click the link to participate in our customer satisfaction questionnaire. NDS Customer Satisfaction Questionnaire

VSSC Email Template

Your operational access request has been authorized by National Data Systems.

If you have any difficulty obtaining protected data in any VSSC and/or MCA web product, please use the VSSC Help Desk Troubleshooter. If you require further assistance, please go to the VSSC Help Desk (choose Data Access as the Program Area). Neither NDS nor the AITC help desk has the ability to provide help desk support for VSSC and MCA products.

Please visit the VHA Data Portal at http://vaww.vhadataportal.med.va.gov/Home.aspx for additional information on available data sources and how to request access.

NDS wants your feedback! Your participation is voluntary. Please click the link to participate in our customer satisfaction questionnaire. NDS Customer Satisfaction Questionnaire

CDW and VSSC Email Template

Your operational access request has been authorized by National Data Systems.

Please allow several hours for the changes to update throughout the network before requesting CDW Support. Please visit Customer & Workgroup Support (sharepoint.com) for information or to engage the CDW Customer Enablement Team. After reviewing the CDW Support site, if more immediate action is necessary, contact the Enterprise Service Desk (ESD) at 855-673-HELP (855-673-4357), or through the Self-Service portal in ServiceNow to create a help desk Incident ticket.

If you have any difficulty obtaining protected data in any VSSC and/or MCA web product, please use the VSSC Help Desk Troubleshooter. If you require further assistance, please go to the VSSC Help Desk (choose Data Access as the Program Area). Neither NDS nor the AITC help desk has the ability to provide help desk support for VSSC and MCA products.

Please visit the VHA Data Portal at http://vaww.vhadataportal.med.va.gov/Home.aspx for additional information on available data sources and how to request access.

NDS wants your feedback! Your participation is voluntary. Please click the link to participate in our customer satisfaction questionnaire. NDS Customer Satisfaction Questionnaire

CDW, VSSC, and SAS Analytic Workspace Email Template

VINCI Staff: XXXXX is authorized use of the SAS Analytic Workspace.

Please allow several hours for the changes to update throughout the network before requesting CDW Support. Please visit Customer & Workgroup Support (sharepoint.com) for information or to engage the CDW Customer Enablement Team. After reviewing the CDW Support site, if more immediate action is necessary, contact the Enterprise Service Desk (ESD) at 855-673-HELP (855-673-4357), or through the Self-Service portal in ServiceNow to create a help desk Incident ticket.

If you have any difficulty obtaining protected data in any VSSC and/or MCA web product, please use the VSSC Help Desk Troubleshooter. If you require further assistance, please go to the VSSC Help Desk (choose Data Access as the Program Area). Neither NDS nor the AITC help desk has the ability to provide help desk support for VSSC and MCA products.

Please visit the VHA Data Portal at http://vaww.vhadataportal.med.va.gov/Home.aspx for additional information on available data sources and how to request access.

NDS wants your feedback! Your participation is voluntary. Please click the link to participate in our customer satisfaction questionnaire. NDS Customer Satisfaction Questionnaire

CDW, VSSC, and PSSG Email Template

Mr. Martin: Please add XXXXX to the PAF_PSSG workgroup.

Please allow several hours for the changes to update throughout the network before requesting CDW Support. Please visit Customer & Workgroup Support (sharepoint.com) for information or to engage the CDW Customer Enablement Team. After reviewing the CDW Support site, if more immediate action is necessary, contact the Enterprise Service Desk (ESD) at 855-673-HELP (855-673-4357), or through the Self-Service portal in ServiceNow to create a help desk Incident ticket.

If you have any difficulty obtaining protected data in any VSSC and/or MCA web product, please use the VSSC Help Desk Troubleshooter. If you require further assistance, please go to the VSSC Help Desk (choose Data Access as the Program Area). Neither NDS nor the AITC help desk has the ability to provide help desk support for VSSC and MCA products.

Please visit the VHA Data Portal at http://vaww.vhadataportal.med.va.gov/Home.aspx for additional information on available data sources and how to request access.

NDS wants your feedback! Your participation is voluntary. Please click the link to participate in our customer satisfaction questionnaire. NDS Customer Satisfaction Questionnaire

CDW, VSSC, SAS Analytic Workspace, and PSSG Email Template

VINCI Staff: XXXXX is authorized use of the SAS Analytic Workspace.

Mr. Martin: Please add this user to the PAF_PSSG workgroup.

Please allow several hours for the changes to update throughout the network before requesting CDW Support. Please visit Customer & Workgroup Support (sharepoint.com) for information or to engage the CDW Customer Enablement Team. After reviewing the CDW Support site, if more immediate action is necessary, contact the Enterprise Service Desk (ESD) at 855-673-HELP (855-673-4357), or through the Self-Service portal in ServiceNow to create a help desk Incident ticket.

If you have any difficulty obtaining protected data in any VSSC and/or MCA web product, please use the VSSC Help Desk Troubleshooter. If you require further assistance, please go to the VSSC Help Desk (choose Data Access as the Program Area). Neither NDS nor the AITC help desk has the ability to provide help desk support for VSSC and MCA products.

Please visit the VHA Data Portal at http://vaww.vhadataportal.med.va.gov/Home.aspx for additional information on available data sources and how to request access.

NDS wants your feedback! Your participation is voluntary. Please click the link to participate in our customer satisfaction questionnaire. NDS Customer Satisfaction Questionnaire

Non-CDW Data Email Template

Your operational access request for Non CDW Data that does XXXnot contain PHI/PII has been authorized by National Data Systems.

Please allow several hours for the changes to update throughout the network before requesting CDW Support. Please visit Customer & Workgroup Support (sharepoint.com) for information or to engage the CDW Customer Enablement Team. After reviewing the CDW Support site, if more immediate action is necessary, contact the Enterprise Service Desk (ESD) at 855-673-HELP (855-673-4357), or through the Self-Service portal in ServiceNow to create a help desk Incident ticket.

Please visit the VHA Data Portal at http://vaww.vhadataportal.med.va.gov/Home.aspx for additional information on available data sources and how to request access.

NDS wants your feedback! Your participation is voluntary. Please click the link to participate in our customer satisfaction questionnaire. NDS Customer Satisfaction Questionnaire

4. Create Alexsys Ticket

Approved Requests

1. Login to Alexsys at: https://vhacdwdwhweb09.vha.med.va.gov/teamweb with VA network username and Alexsys password

2. Click the New tab and select Access Request from the Select Work Type Request window

3. From ePAS, copy and paste:

a. Title (LastName, FirstName MI)

b. ePAS ID Number

c. AD Domain/UserName NOTE: If the AD Domain/UserName is modified, verify in the GAL or with the customer before provisioning access with a new user name. Check the AD Modification Box and note in the description field the previous user name.

4. Enter the appropriate information in the following required fields:

a. Employee Type

b. Station Number

c. Purpose of Use

d. Date Completed Form Submitted

e. Access Duration of Position or Access Termination Date

f. Termination Date (if applicable)

g. Previously Provisioned Access (if applicable)

h. Corporate Data Warehouse and/or VSSC and MCA selections

i. Outpatient SQL Files (if requested)

j. User Groups (always “HCO” for this workflow, even if requestor has also requested CAPRI/JLV)

5. Copy and paste the email notification into the Description field

6. Ensure Status is “Closed” and Save

Rejected Tickets

1. For returned requests (including rejections), select the Returned Access Request from the Select Work Request Type window

2. From ePAS, copy and paste:

a. Title (LastName, FirstName MI)

b. ePAS ID Number

c. AD Domain\UserName

3. Enter the appropriate information in the following required fields:

a. Station Number

b. User Groups (always “HCO” for this workflow, even if requestor has also requested CAPRI/JLV)

c. Date Completed Form Submitted to NDS

d. Reason for Return

e. If rejected as “Access previously provisioned” or “Duplicate Request”, enter all data sources in third column of the ticket

f. Copy and paste the email link in the Description and the detailed description of the return/reject

g. Ensure Status is “Closed” and Save

5. Approve/Return/Reject ePAS form

Approving ePAS Form

· Select Approve in the header or footer of the form

· Sign the form with your network credentials or PIV card

Rejected ePAS Form

· Select Send Document Back in the header of the form

· Make a selection from the dropdown menu in the Please select where you want to route this document back to field

· Enter the reason the form should be returned

· Sign the form with your network credentials or PIV card

NOTE: Request forms are returned/sent back if additional information is required or something within the form needs to be changed prior to authorization.

NOTE: OIG forms are returned if they are not signed by an OIG supervisor. OIG staff are exempt from verifying training requirements per OIG Access policy.

Rejecting ePAS Form

· Select Reject in the header or footer of the form

· Provide a reason for rejecting the ePAS form

· Sign the form with your PIV card

NOTE: Request forms are rejected if the ticket is a duplicate request, form was submitted by someone other than the requestor or access is not permitted based on purpose of use provided.

Appendix A - Provisioning Access Processes A. CDW Processing Steps

Login to BaseCamp: BaseCamp (va.gov)

1. Search for the customer in the database by selecting Manage Customers and then filtering your search by Last Name from the Filter By drop down. You can also search by Email, AD Account, or First Name.

2. If the customer is found in the database, review the entry and Edit Existing Customer as needed. If customer is not found then Add Customer

Edit Existing Customer

1. Search for Customer in BaseCamp and click ‘Edit’ link to the right of the customer name

NOTE: If the Customer exists with different AD Account names, be sure to select the correct customer. Create a new customer entry if the AD information on the ePAS form is different from the existing BaseCamp entry. If a previous account needs to be inactivated, please see Inactivating an Account below. If customer username has changed, please see Replace AD Account below. Comment by Caudill, Amy (Cognosante MVH): Note to self: Need to add new instructions for this piece.

2. Click the Details tab on the screen that appears

3. Review fields to ensure they are correct. If a correction needs to be made, make corrections, then click Save at the bottom of the screen.

Add New Customer

1. Click Add Customer

2. Enter the AD Account. This will auto-populate the First Name, Last Name, Email Address; and, in some cases, the Sta3n and Phone Number fields.

3. If the customer is a Contractor, select YES next to Is Contractor?, and enter the Contractor Company Name, Address, and Phone Number, in the Comments field

· Click Next when complete

4. If the Customer has requested CDW Data, then select Yes. If they have not selected CDW Data, then select No, then hit Submit.

5. For non-CDW, the following question regarding PI data is answered, ePAS number (and expiration date, if applicable) is entered into the appropriate field and Submit is clicked. For CDW, proceed to “Add Authorizations.”

Add Authorizations Comment by Molloy, Mark (Bay Pines OIFO): Should we add the workgroups we manage? Comment by Hawkins, Angel: Amy will include

1. Now enter their Authorizations

2. Check one or more of the following authorizations and include the corresponding ePAS number:

· CDW_Full (Basic Read Access) Comment by Molloy, Mark (Bay Pines OIFO): We are missing Human Resource (CDW_HR). Should add a note that it is a restricted group. Comment by Hawkins, Angel: Amy will include

· CDW_SPatient (Privileged Read Patient Access)

· CDW_SStaff (Staff Real SSN Access)

· CDW_DSS (MCA (DSS) Access) Comment by Molloy, Mark (Bay Pines OIFO): It is now listed as MCA (DSS) Access (CDW_DSS)

· CDW_VitalStatus (Vital Status Files)

· CDW_SASData (Medical SAS Files)

· CDW_StaffTime (Staff Time and Attendance)

· CDW_StaffTimeSecure (Staff Time and Attendance with PII)

3. If the requester selected a termination date in ePAS, enter the expiration date in the Expiration Date field.

4. Select the Submit button at the bottom of the screen.

~If Outpatient SQL Files (CDW_SE_IE_SF) has been requested:

1.Click on Manage Workgroups:

2.Select NDS_Workload:

3.Click Members

4.Click Add Member

5.Copy and paste user (Last Name, First Name) from ePAS and wait for information to pull up, then click on it with your mouse. Make sure that it matches the AD name from the ePAS, then click SAVE

6.Click Submit Changes

7.Click Yes to Confirm Changes

NOTE: SAS Analytic Workspace will appear in the customer’s CDW BaseCamp record as SAS_Users and VHAVINCI_Users when added to the profile by VINCI staff. If a user requests SAS Analytic Workspace in ePAS, copy VINCISASAdmins@va.gov. If a user requests PSSG Geocoded Files in ePAS, copy kevin.martin2@va.gov. PSSG Geocoded Files appears as PAF_PSSG in the user's BaseCamp Membership History tab.

Inactivating a CDW Account Comment by Molloy, Mark (Bay Pines OIFO): This might have changed. Comment by Hawkins, Angel: Amy will address

1. If a customer has two (or more) accounts in CDW and one (or more) of them is from a previous position/organization/AD domain, notify CDW that the account(s) should be inactivated.

2. Send a message to CDW Support mail group cdwprojectsupport@va.gov requesting that the old account(s) be inactivated.

3. Annotate Comment field in the customer’s Details tab with the following text:

4. Per customer's (or other notifying authority) email of (date), this account should be inactivated. CDW staff notified via email on (date).

5. A copy of the inactivate e-mail is stored in the CDW/VSSC Account Inactivation folder in the NDS Operational Access Requests mailbox.

6. Replies from CDW Staff, stating that the account has been inactivated, will also be stored in the CDW/VSSC Account Inactivation folder in the NDS Operational Access Requests mailbox.

B. VSSC and/or MCA Web Reports Processing Steps

1. Log into the National Security SSN Level Access Data Mart Systems (NSSD)

2. Select Add and Edit Existing user access

3. Search for the Customer with email address or active directory username in the search box and click Search

Add New Customer or Edit Existing Customer Comment by Molloy, Mark (Bay Pines OIFO): This has changed. To create a new user, you need to search by email address, then it will go to the next screen where you can add a new user. This is a nice update, since there is less data entry, since it pre-populates fields from the GAL. Comment by Caudill, Amy (Cognosante MVH): We do still search on Last Name in order to make sure there isn’t an obsolete account. If there is, NSSD produces an error message requesting that we delete the account. The only way we can add a new account is by email. Comment by Hawkins, Angel: Amy will get with Armando to confirm steps

1. Enter email address and click Search

2. If user exists, select them from the list. If they don’t their profile will appear prepopulated with no access assigned

3. Select level of access requested (Enter sunset date if needed) (Sunset Date would be entered if a date is entered on the ePAS form stating the ‘Access is only required for duration of the position’.)

4. Click Insert this User or Update User when finished modifying the record.

NOTE: If this error pops up after attempting to update or create a user, “ERROR: Entry already exists (ntdomain\ntusername)” Do not attempt to modify the record. There is an error in the database that must be corrected. Please email Armando (armando.ramos@va.gov ) so he can contact the DBAs.

NOTE: If a customer has two (or more) accounts in NSSD and one (or more) of them is from a previous position/organization/AD domain, the old record/account must be deleted by NDS Operational staff and a new record/account created.

C. CAPRI/JLV Processing Steps

Please refer to the Standard Operating Procedure (SOP) for Compensation & Pension Records Interchange (CAPRI)/ Joint Legacy Viewer (JLV) Forms for information on processing CAPRI/JLV.

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