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...

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

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

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

Key Themes Digital Health Ethics

Fact Sheet
11/24/2021

This document outlines key themes and topics for providers applying ethics to the use of digital health technology in clinical practice.

Recommended Content:

Health Care Technology

Digital Health Competency Resource

Fact Sheet
7/23/2021

This reference provides information and links to online tools to aid MHS providers in maintaining competency in using digital health technology in clinical practice.

Recommended Content:

Health Care Technology

Cultural Humility for Providers

Fact Sheet
6/25/2021

This one page tip sheet provides cultural humility tips for MHS care providers.

Recommended Content:

Health Care Technology

Patient Accessible Notes Support Tool

Fact Sheet
5/26/2021

Clinical support tool to aid MHS providers in developing clinical notes that are understandable by patients.

Recommended Content:

Health Care Technology

Key Themes in Digital Ethics

Fact Sheet
2/16/2021

This fact sheet provides an overview of key themes in ethics related to the use of digital health in clinical practice.

Recommended Content:

Health Care Technology | Mobile Apps

Mobile Health Device Privacy and Security

Fact Sheet
2/16/2021

Tips and techniques for maintaining privacy and security of health information stored on mobile devices.

Recommended Content:

Health Care Technology | Mobile Apps

Solution Delivery Division

Fact Sheet
1/21/2021

The mission of Solution Delivery Division (SDD) is enhancing Health Service Delivery through exceptional Information and Technology.

Recommended Content:

Health Care Technology

TRICARE Online Patient Portal

Fact Sheet
12/21/2020

TRICARE Online Patient Portal (TOL) is the Department of Defense (DOD) online patient portal providing eligible beneficiaries access to military hospital and clinic appointing, prescription (Rx) refill, DOD PP Health Record personal health data, Secure Messaging, Service Separation/Retirement and Nurse Advice Line.

Recommended Content:

Health Care Technology

Essentris®

Fact Sheet
10/26/2020

The military’s inpatient electronic health record is used in acute hospital environments, providing point-of-care data capture at the patient’s bedside for physiological devices, fetal/uterine devices, ventilators and other patient care machines.

Recommended Content:

Health Care Technology | Solution Delivery Division

Composite Health Care System

Fact Sheet
10/26/2020

The Composite Health Care System (CHCS) allows clinicians to electronically perform patient appointment processes and scheduling, order laboratory tests, authorize radiology procedures and prescribe medications.

Recommended Content:

Health Care Technology | Solution Delivery Division

AHLTA Web Print

Fact Sheet
10/26/2020

AHLTA Web Print (AWP) is an application embedded in the AHLTA client workstation that provides the ability to print a patient’s entire AHLTA medical record or a subset, eliminating the need to print each AHLTA encounter or result separately.

Recommended Content:

Health Care Technology | Solution Delivery Division

TOL Patient Portal Secure Messaging

Fact Sheet
9/29/2020

TRICARE Online Patient Portal (TOLPP) Secure Messaging (SM) provides Military Health System patients who receive care at a military treatment facility or clinic access to a robust messaging capability, allowing authorized patients the ability to securely communicate with their health care team.

Recommended Content:

Health Care Technology
<< < 1 2 3 > >> 
Showing results 1 - 15 Page 1 of 3
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