1. 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 and VIReC is funded by HSR&D Grant SDR 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.