Oncology Patient Enrollment Network OPEN Support Services Lucille Patrichuk OPEN Implementation Manager OPEN Conference September 18, 2008

9/18/2008 OPEN Conference 2 Scope of Service The CTSU will provide a central point of contact for sites and study leadership organizations utilizing the OPEN system. All study leadership organizations and institutional site requests related to the enrollment of patients in the Oncology Patient Enrollment Network will be managed through the CTSU Help Desk. Support services will include operational and IT support requests. OPEN support services will be managed in the same manner as our current Help Desk Services.

9/18/2008 OPEN Conference 3 Method of Contact Inquiries may be made by phone or CTSU Help Desk –(888) Voic will be available during and after business hours if the need arises

9/18/2008 OPEN Conference 4 Hours of Operation Help Desk Services scheduled business hours: 9 AM- 5:30 PM ET Monday – Friday (except on Westat Company Holidays) Weekends and after hours: Voic will be available for phone requests. All voic and will be responded to on the next business day. The CTSU will not provide after hours service when OPEN moves to production, however as the number of active protocols in OPEN increases we will reevaluate the need for additional service support.

9/18/2008 OPEN Conference 5 Hours of Operation contd. Holidays: Voic will be available for phone requests. All voic and will be responded to on the next business day. Inclement weather: In the event of inclement weather and closure of the Westat offices, a notice will be posted on the CTSU Members’ Web Site that the CTSU Help Desk is closed. All inquiries will be responded to on the next open business day. –Note: Partial services maybe available depending on the severity of the weather.

9/18/2008 OPEN Conference 6 Resolution of Service Requests Help Desk Staff will respond to all phone and inquiries within one hour. Calls received after hours will be responded to within one hour after help desk hours commence on the next business day. The CTSU Help Desk will use Magic Service Desk to document and track all service requests.

9/18/2008 OPEN Conference 7 Resolution of Service Requests contd. The CTSU Help Desk will enter all requests (phone and ) as incidents in the Magic database. An automated notification will be sent to the requestor indicating the request is being processed. Help Desk Support is provided by two levels of staffing –Tier I - initially receives service request –Tier II - manages referrals and complex requests. Incidents requiring escalation to Tier II will be noted as such by the creation of a work order assigned to the appropriate Tier II support person.

9/18/2008 OPEN Conference 8 Tracking & Reporting Weekly reports of service requests will be generated and reviewed by the Customer Service Manager and the OPEN Administrator. All system related issues will be reviewed with the OPEN IT Manager. Any operational issues will be addressed by the Customer Service Manager. Reports of service requests will be available upon request to Cooperative Groups.