Administrative Departmental Policy
This department-specific policy applies to the operations and staff of the Information Services
Department of the University of Wisconsin Hospitals and Clinics Authority as integrated effective July 1,
Policy Title: UW Health IS Customer Service Policy
Policy Number: AD-POL-003
Effective Date: 3/1/2016
Chapter: Information Services
This policy outlines the minimum service standards expected from UW Health Information
Services (IS) staff in responding to customer requests.
Incident: An issue that needs to be resolved as soon as possible. Something is broken or working
incorrectly, or it is an urgent request needing attention right away. Help Desk staff gather
information and attempt resolution. If the Help Desk is unable to resolve the issue, the request is
routed to Second Level Support (On Call).
Problem: A problem is created when the root cause of an issue is unknown. It may take more
time to resolve or may remain open indefinitely.
Request: Requests can wait until prioritized. These are generally enhancement requests or small
changes to existing functionality that require less than 40 hours of IS staff resources to complete.
Requests are routed to a work queue for management review, approval, and prioritization before
having resources allocated.
Project: Projects require at least 40 hours of IS resource time to complete. A project typically
results in a unique deliverable that requires analysis, requirements gathering, and is sponsored by
a manager or above. Projects are routed to the IS Project Management Office for review and team
assignment. Project effort is estimated by the supporting teams prior to governance review for
Help Desk: The call center that receives calls and self-service submissions directly from
customers. This is also known as First Level Support.
Project Management Office (PMO): The IS Project Management Office is responsible for
supporting a consistent approach to the way projects are initiated, prioritized, and executed.
Second Level Support: The staff who receive calls or self-service submissions that cannot be
resolved by the Help Desk. After hours, this is known as On Call staff.
III. POLICY ELEMENTS
The Help Desk:
A. Receives calls 24x7x365.
B. Monitors self-service submissions between 6:00 AM and 5:00 PM on weekdays only.
C. Triages after hours calls using team specific criteria and pages the appropriate on call
support staff, if deemed necessary (otherwise, requests are put into the appropriate group’s
queue for the next business day).
Second Level Support:
D. Receives all tickets between 8:00 AM and 5:00 PM on weekdays.
Second Level Support - On Call:
E. Is capable of receiving tickets 24x7x365.
F. Receives all tickets during non-business hours (i.e., outside of 8:00 AM to 5:00 PM on
Note: Tickets that are not patient or business critical are normally not paged to on-call staff.
B. Request Classification
There are four types of requests in the call tracking system:
C. Response Standards
Incidents: When routed immediately (e.g., paged) to Second Level Support, the expectation is
that staff acknowledge receiving the ticket and contact the customer within 15 minutes. Tickets
not paged during off shift hours are expected to be addressed at the start of the following business
day. Customers are updated on progress as new information becomes available, a resolution
timeframe is established, or the incident is resolved.
Requests: The expectation is that second level support contacts the customer with seven business
days to discuss the request. There is no expectation for request completion in a given time frame,
because scope of requests can vary significantly.
Problems: Problems usually do not involve direct customer interaction; those interactions are
handled through the incident ticket process.
Projects: Project request resources should be estimated by the supporting teams within 10
business days from the time the request is received. The designated governance reviews are
scheduled based on the appropriate committee’s agenda availability. The requestor is notified of
the request’s approval status and sequencing following governance review.
D. Resolution Standards
Incidents: Same day service is the expectation. Any ticket received before 3:00 pm should be
resolved the same day. IS staff continues to work on the issue until the incident is resolved or an
acceptable temporary solution (work around) is in place.
Requests: Once prioritized for completion, all requests must have a scheduled completion date
that is determined in coordination with the requestor. Work requests that are over 180 days old
and have not been prioritized for completion by the appropriate work group should be considered
rejected and closed.
If the requestor does not respond to the analyst after a reasonable amount of contact attempts, the
analyst notifies the requestor that the request is being closed.
Projects: Once approved and prioritized, the owning team works with the requestor to determine
the project schedule.
E. Converting Between Ticket Classifications
All tickets are processed in their current classification. Staff should consult with their direct
supervisor for approval to reclassify a ticket.
When it is determined that a ticket classification should be changed, the customer must be
informed and the request reclassified. The request is then processed according to its new
classification until it is completed or reclassified.
IV. RELATED DOCUMENTS
UW Health IS Customer Service Procedure (AD-PRO-003)
Sr. Management Sponsor: UW Health IS CIO
Author: UW Health IS Director – Project Management
Reviewer(s): UW Health IS Directors
Approval Committee: UW Health IS Directors
UW Health CIO
Previous revision: 12/17/2014
Next revision: 3/1/2017