PWS_Attachment_4_-_MODS_2017_Help_Desk_Analysis_2_12_18.pdf
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- Attached to
- MEDICAL OPERATIONAL DATA SYSTEMS
- Solicitation number
- W81K04-18-R-0005
- Issued by
-
Department of the Army Medical Command
About this file
This solicitation is for Medical Operational Data Systems (MODS) Support Services. The Department of the Army Medical Command seeks to award an indefinite delivery/indefinite quantity contract to provide sustainment and modernization services for MODS, a government-owned, contractor-operated mission essential information system, from July 2018 through June 2023. The contractor will perform roles and responsibilities identified in the Performance Work Statement including life cycle management tasks to support MODS, which is strategically aligned within the Defense Business Enterprise Architecture and Military Health System Enterprise Architecture. Offerors should respond in accordance with terms specified in solicitation W81K04-18-R-0005 no later than May 21, 2018 to be considered for award.
RFP W81K04-18-R-0005, PWS Attachment 4 - MODS 2017 Help Desk Analysis
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Text version
2017 MODS Service Desk Workload
Tier Level Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Total Monthly Avg
Tier 1 5769 6013 6284 6011 5993 5565 4997 6538 4920 6639 4841 4109 67679 5640
Escalated to Tier 2 623 646 723 677 878 632 568 1468 1647 1357 771 809 10799 900
Escalated to Tier 3 343 267 318 365 398 357 285 1183 1268 934 409 506 6633 553
Request Type Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Total Monthly Avg
LID/password issues 299 363 209 251 296 189 276 270 291 263 232 236 3175 265
Needs Temporary Password 99 60 74 46 38 42 28 47 55 48 36 32 605 50
Password Violations 33 19 34 7 26 28 13 31 11 22 34 15 273 23
9R 274 289 281 329 310 217 197 321 226 361 238 240 3283 274
9R Issues 301 301 310 243 57 91 65 260 59 356 323 214 2580 215
Troubleshooting 166 211 232 190 155 180 188 210 288 339 370 364 2893 241
Requests for Access (Additional) 665 761 814 712 748 885 776 1441 1389 875 836 684 10586 882
Training 14 25 28 10 29 23 18 14 30 38 48 18 295 25
Connection issues 12 20 20 23 30 21 10 12 20 15 138 12 333 28
Disabled account/errors/TPX 258 261 269 247 267 145 185 278 142 606 326 127 3111 259
VAR issues 59 19 6 5 5 13 3 4 3 3 2 1 123 10
Emails 211 235 254 186 384 256 202 818 959 1244 878 1091 6718 560
Registrations/Inquiry 2686 2719 2779 3035 2795 2642 2325 1744 399 1859 730 499 24212 2018
General assistance 684 730 971 727 848 824 705 1054 1042 602 639 565 9391 783
Night Calls 8 0 3 0 5 9 6 34 6 8 11 11 101 8
Total calls or requests 5769 6013 6284 6011 5993 5565 4997 6538 4920 6639 4841 4109 67679 5640
See below Glossary Worksheet for discriptions
2017 MODS Service Desk Workload
Title
Logon ID/password issues
Needs Temporary Password
Password Violations
9R
9R Issues
Troubleshooting
Requests for Access (Additional)
Training
Connection issues
Disabled account/errors/Terminal Productivity Executive (TPX)
Visitor Access Request (VAR) issues
Emails
Registrations/Inquiry
General assistance
Night Calls
Registrations (typically Medpros Web Reporting)
This is used for contacts that don’t fall into any of the other categories, usually phone calls for frequently asked questions ex: how do I schedule a PHA (reservist)
Anything received on the After Hours Cell Phone is categorized under Night Calls
Description
User contacts regarding access, provide them with appropriate Approval Authority
Explaining functionality to user or walking them through accomplishing something in the system ex: updating an immunization, creating a task force, etc.
Problems connecting to our applications
Program errors, TPX Menu for Mainframe needing to be reset, unauthorized access attempts for Mainframe
User contacting the Help Desk with questions regarding filling out the VAR, the status of it being updated, confirmation of receipt
Help Desk contact that comes in via email
Login ID or Password Help outside of the Mainframe (Med-Ed, CME, etc)
User needs a temporary password due to expiration or loss of previous password
User had password violations due to entering an incorrect password three times
Form received for access to MODS Mainframe
User contacted with questions on filling out the form, status of their form, confirmation of receipt
No program error, but still a suspected Tier III needing investigation
Overall
File details come from the government source that posted it. Updated .