Administrative Departmental Procedure
This department-specific procedure 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 Procedure
Policy Number: AD-PRO-003
Effective Date: 3/1/2016
Chapter: Information Services
This document describes the processes for UW Health Information Services (IS) staff in
responding to customer service requests.
There are two ways to request service from UW Health IS:
• Help Desk: (608) 265-7777
• Service Now: https://uwhealth.service-now.com/ess
For urgent issues, call the Help Desk.
For non-urgent requests, call the Help Desk or use Service Now to enter a self-service ticket. The
on-call analyst must address any tickets not paged during off shift hours at the start of the
following business day.
Note: Self-service tickets are only monitored between 6 AM and 5 PM on weekdays.
1. Update and acknowledge the incident in Service Now:
a. The on-call analyst enters their name in the Assigned to field.
b. The on-call analyst saves or updates the ticket.
Note: Step 1 is required to prevent auto-escalation.
2. Contact the customer to acknowledge receipt of the ticket within 15 minutes:
a. Identify yourself to the customer (last names are not necessary).
b. Identify who you are with (e.g., Information Services).
c. Identify that you are calling about the issue they reported to the Help Desk or via
d. Reiterate the problem to the customer and have them confirm this is the actual
e. Always remain patient and calm when dealing with the customer. If the customer
is feeling frustration, acknowledge the frustration, if appropriate, and try to
f. Convey yourself in a confident manner and assure the customer the issue will be
addressed in a timely manner.
3. If an incident needs to be re-assigned:
a. Re-route the ticket to the appropriate group.
b. On Call staff must establish two-way communication to ensure proper handoff
occurs. Until another group accepts the ticket(s), the assigned analyst is
responsible for it.
c. Update the ticket accordingly.
4. Update customers on progress as new information becomes available, a resolution
timeframe is established, or the incident is resolved.
1. The manager of the work queue reviews tickets each business day to determine the proper
routing and updates the customer accordingly.
2. Tickets are assigned to the appropriate staff for completion.
3. Update customers on progress as new information becomes available, a resolution
timeframe is established, or the request is completed.
1. The manager of the work queue reviews problem tickets each business day to determine
the proper routing.
2. If additional tasks are needed, they are assigned to additional analysts and/or appropriate
1. The PMO reviews each project request submitted and determines the appropriate IS
2. The owning team reviews the project request and creates estimation tasks for each
supporting team required to fulfill the request.
3. Each assigned team estimates their effort.
4. The PMO determines the governance needs based on these estimates.
5. Governance determines approval and priority of project requests.
6. The customer is notified of governance decisions related to approval and timing.
E. Ticket Escalation Process
Customer Requested Escalation
Any time a customer asks for their ticket to be escalated, the Help Desk determines the
appropriate escalation path, generally to an IS manager or the Director On-Call.
Auto-Escalation (Paged Incidents Only)
1. Incidents paged but not acknowledged within 15 minutes are re-paged.
2. If the incident is not acknowledged within 30 minutes, the incident is paged to the
manager of the assigned group.
F. Second Level Support Responsibilities
On-Call staff are responsible for:
1. Seeing that tickets assigned to them during their on-call shift are resolved, regardless of
who is working on the resolution. Tickets should be reviewed at the end of the day to
make sure all problems have been addressed and any open assignments are marked
pending, if appropriate.
2. Ensuring system alerts are posted on UConnect for any unplanned downtime, if needed.
3. Ensuring that an appropriate banner alert is sent for any unplanned downtime, if needed.
III. RELATED DOCUMENTS
UW Health IS Customer Service Policy (AD-POL-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