Skip to main content

Military Health System

MHS Service Helpdesk aims to simplify IT management across DHA

Image of Screenshot of the Help Desk homepage. The MHS Service Helpdesk provides the DHA the ability to simplify and automate processes across IT disciplines using a single user interface (Screenshot courtesy of Defense Health Agency Strategic Communication Division).

Recommended Content:

Health Care Technology

In late May, the Military Health System Service Helpdesk is set to replace the MHS's legacy information technology system, Remedy, and will begin being used by Defense Health Agency's Information Operations Division and at military medical treatment facilities.

The MHS Service Helpdesk provides the DHA the ability to simplify and automate processes across IT disciplines using a single user interface. The tool helps to reduce the cost of IT delivery, infrastructure and sustainment by rationalizing processes and technology using integrated data to enable compliant, secure, and timely delivery of IT services.

"The MHS Service Helpdesk is a more robust tool that will improve automation, reporting and efficiency by allowing end user interaction," said Nora Crossan, project manager for the MHS Service Helpdesk. "It will allow end users to report issues, changes, and requests via the portal without having to wait on the phone to submit a work order. It also allows the user to track the status of work orders."

According to Crossan, the primary issues addressed during the switch to the Helpdesk from Remedy were:

  • Reducing the costs of service delivery, infrastructure, and sustainment
  • Combining multiple disparate services
  • Competing product and asset frameworks
  • Reducing over-dependency on manual processes
  • Continual focus on compliance and sustainability

DHA's Information Operations Division owns the tool, while the Solutions Delivery Division is responsible for its overall management.

Crossan said the change will mostly affect IT staff within the DHA and at MTFs.

"End users will gain a new capability and the DHA Global Support Center (GSC) will have a reduction in the amount of time spent on the phone working to report and open tickets for stakeholders," she said. "The robust dashboard and reporting capabilities will save man-hours and allow quickly accessible data."

The least impacted audience will be MTF beneficiaries, said Crossan.

"They will still have the ability to call or email the GSC with any issues that need to be reported," she said.

Users can visit the MHS Service Helpdesk website on a Common Access Card-enabled government computer to get the most up-to-date news, training information, frequently asked questions and more.

As of May 28, all new tickets will be created in the MHS Service Helpdesk. Ticket owners will continue to have access to close open tickets in Remedy through June 25.

You also may be interested in...

CHCS Hospital Information System Ends its Life at Madigan

Article Around MHS
10/5/2022
Col. (Dr.) Jonathan Craig Taylor speaking at podium

Madigan Army Medical Center turned off its legacy computer system Composite Health Care System (CHCS) at a decommissioning ceremony on September 29, on Joint Base Lewis-McChord, Wash.

Recommended Content:

Health Care Technology | Electronic Health Record: MHS GENESIS

Technology and Medicine: The Digital Age of Health Care

Article
8/26/2022
Photo of an afternoon panel of four people

Technology is transforming health care and incorporating new elements for providers in their practices.

Recommended Content:

Military Health System Transformation | Electronic Health Record: MHS GENESIS | Health Care Technology | Defense Health Information Technology Symposium

Department of Defense Streamlining Health Tech for Beneficiaries

Article
8/23/2022
People in an exhibit hall.

Advances in technology has vastly improved the accessibility to beneficiaries’ electronic health records.

Recommended Content:

Health Care Technology | Defense Health Information Technology Symposium

Theater Enterprise-Wide Logistics Systems (TEWLS)

Fact Sheet
8/12/2022

TEWLS consolidates numerous military logistics functions into a single application and database.

Recommended Content:

Health Care Technology | Solution Delivery Division

Joint Medical Asset Repository (JMAR)

Fact Sheet
8/12/2022

JMAR provides 24/7 access to medical asset information for users, on any computer

Recommended Content:

Medical Logistics | Health Care Technology | Solution Delivery Division

AHLTA 3.3

Fact Sheet
8/12/2022

AHLTA 3.3, a major component of the military’s electronic health record, is the primary clinical information system used by the military’s medical community to help generate, maintain, store and securely access data for 9.5 million beneficiaries.

Recommended Content:

Health Care Technology | Solution Delivery Division

Robotically-Assisted Surgical Technology Expands Capabilities

Article Around MHS
8/1/2022
Military medical personnel uses robotics

Robotically-assisted surgery may sound like something from a futuristic science fiction movie to some, but it is actually a safe and increasingly common method shown to deliver better outcomes for patients than traditional surgery.

Recommended Content:

Health Care Technology | Research and Innovation

U.S. Army Mobile Laboratory Earns International Accreditation for Air Monitoring

Article Around MHS
7/20/2022
Military personnel evaluate lab results

A U.S. Army civilian mobile expeditionary laboratory has earned International Standards Organization 17025 accreditation for air monitoring.

Recommended Content:

Health Care Technology | Environmental Exposures

DHA Program Supports Training Education of Future Medical Providers

Article
7/20/2022
Military personnel looking at display

The Clinical Investigations Program combines research and training to teach and develop the future clinicians of the Military Health System.

Recommended Content:

Health Readiness & Combat Support | Education & Training | Health Care Technology | Health Readiness & Combat Support

DHA Leads NATO's Historical Medical Interoperability Exercise

Article
7/15/2022
Officers watch a presentation in a room.

The Defense Health Agency collaborated with NATO and partner organizations for CWIX 2022 held in Poland, 6-24 June.

Recommended Content:

Health Care Technology | Global Health Engagement | Building Partner Capacity and Interoperability

MHS Virtual Education Center Empowers Patients to Improve Outcomes

Article
7/14/2022
Army Col. (Dr.) Maria Molina provides insight on the latest MHS digital resource for patients.

The Defense Health Agency is developing the Virtual Education Center: A web-based library and communications platform that enables providers and patients to access, store, and use vetted MHS education resources more easily than ever before.

Recommended Content:

Electronic Health Record: MHS GENESIS | Ready Reliable Care | Health Care Technology | MHS GENESIS

How MHS GENESIS will become essential to patients' health journey

Article
6/21/2022
Dr. Robert Marshall, program director of the Department of Defense Clinical Informatics Fellowship at Madigan Army Medical Center.

Ensuring proper training of both providers and patients is essential for the successful integration and sustainment of MHS GENESIS into MHS care.

Recommended Content:

Health Readiness & Combat Support | Health Care Technology | MHS GENESIS Toolkit | Electronic Health Record: MHS GENESIS | MHS GENESIS

How Military Medicine Is Preparing for the Next Conflict

Article
6/8/2022
As the Pentagon prepares today’s force for a “near-peer” fight against a large military adversary, the Military Health System is challenged to provide life-saving support for large-scale and dispersed operations.

As the Pentagon prepares today’s force for a “near-peer” fight against a large military adversary, the Military Health System is challenged to provide life-saving support for large-scale and dispersed operations. That’s especially true for the medics supporting troops on the front lines.

Recommended Content:

Health Readiness & Combat Support | Health Care Technology | Education & Training | Medical Education and Training Campus

BDAACH Enhances Its Surgical Capability Through Robotic Surgical System

Article Around MHS
6/6/2022
Surgical hospital

Three years of dedication to activating the robotic surgical system in the Brian D. Allgood Army Community Hospital (BDAACH) finally came to fruition on May 16, 2022.

Recommended Content:

Health Care Technology | Research and Innovation

After Leading Through the Pandemic, TRICARE Pharmacy Chief Retires

Article
5/27/2022
Pharmacy Services

How COVID-driven changes are improving the TRICARE Pharmacy System.

Recommended Content:

Health Readiness & Combat Support | Health Care Technology
<< < 1 2 3 4 5  ... > >> 
Showing results 1 - 15 Page 1 of 11
Refine your search
Last Updated: August 31, 2022
Follow us on Instagram Follow us on LinkedIn Follow us on Facebook Follow us on Twitter Follow us on YouTube Sign up on GovDelivery