REDCap Administration Organizational Analysis VA REDCap Integrated Project Team: A Dynamic Model for Customer Support Veronica Garcia, MSW 1; Erika R. Whittier, MPH 1; Peter H. Addy, PhD 2; Denise M. Hynes, MPH, PhD, RN 1,3, 4 1VA Information Resource Center (VIReC), Edward Hines, Jr. VA Hospital, Hines, IL; 2VA Connecticut Healthcare System: West Haven, CT; 3Center for Innovation in Complex Chronic Healthcare (CINCCH), Edward Hines, Jr. VA Hospital, Hines, IL; 4College of Medicine and School of Public Health, University of Illinois at Chicago, Chicago, IL Background Continuous Quality Improvement Process REDCap Customer Support Forms The REDCap Integrated Project Team (IPT), composed of privacy, security, data and information systems experts, partnered to implement REDCap as a centralized data collection tool available nationwide The VA REDCap Helpdesk is maintained by the VA Information Resource Center (VIReC) The VA REDCap Helpdesk responds to all REDCap requests received by VIReC Provides a framework to develop and implement changes that improve customer support Seeks IPT operational guidance and resources to expand and formalize efficient use of REDCap within VA Recommends modifications based on customer and request activity Executes key Helpdesk activities to form essential components of the learning process Leads to increased documentation, written policies, and knowledge sharing Incorporates the REDCap application as a core feature in customer support operations Intake forms automate data collection Provide basic project and demographic data on VA REDCap users These data determine expansion strategies Production request approval forms encourage data quality mindset VA REDCap Helpdesk End-user assistance is more extensive when it is organizationally-supported (VA) than facility-supported (VA hospital) The centralization of REDCap relieves individual VA facilities of supporting a local instance of REDCap REDCap is the primary management tool for handling customer support requests Complex queries are triaged to the appropriate Subject Matter Expert and Application Coordinator Comprehensive Helpdesk support is delivered through clear delineation of roles CQI Framework IPT facilitates dissemination throughout VA Recommends digital data practices Coordinate beta tests Validate features Create Cyberseminars Define User Guidelines Create new FAQs Log content from customer requests and Subject Matter Experts Manage requests Assist end users REDCap Administration Report user activity data Utilize REDCap surveys for administrator approvals Update Standard Operating Procedures Project Management Document previous lessons learned Assess team readiness Regular check-ins with support team and activity status Organizational Analysis Advisory Group Usability Education VA REDCap Helpdesk Support Team Program Manager VA Regulatory Guidance Helpdesk Setup Application Validation Testing Education Development Application Coordinator Back-end Application and Database Management Features Testing Subject Matter Experts Data Management and Application VA Data and Security Database Design System Administrator Server Support & Maintenance Security Connectivity Software Updates Customer Support Coordinator Administrative Support Data Reporting on REDCap utilization In Progress & Next Steps Ongoing user feedback informed IPT that education is a priority Develop “Feature of the Month” sessions composed of video tutorials and Q&A Promote REDCap benefits to VA researchers Coordinate scientists to present on linking primary REDCap data with VA secondary data Conduct “Time and Motion Study” to quantify Helpdesk request time and identify areas of improvement Explore integrating REDCap into VA patient portal ACKNOWLEDGMENTS This material is supported by the Department of Veterans Affairs, Veterans Health Administration, Office of Research and Development, Health Services Research and Development Service (HSR&D). The QUERI Project is funded by HSR&D Grant TRA 01-001 and VIReC is funded by HSR&D Grant SDR 98-004. Dr. Hynes receives funding from HSR&D through a VA Research Career Scientist Award. The views expressed in this poster are those of the authors and do not necessarily reflect the position or policy of the Department of Veterans Affairs or the United States government.