Cornerstone Management Units

The Cornerstone and eCornerstone systems are supported by the Illinois Primary Health Care Association through a subcontract with CQuest America Inc. Following are the CQA management units responsible for these services:

Hardware Services (Cornerstone Solution Center)
The Hardware Services department provides the technical and administrative expertise needed to repair, maintain, install and expand the Cornerstone Wide Area Network (WAN), including workstations, servers, printers, software and communications equipment. Additionally, this department works in conjunction with Network Services to provide technical assistance to advise clients as to the optimal operations of the communications network.

The Hardware Services department operates two warehouses (known to Cornerstone users as Cornerstone Solution Centers) - one located in Springfield, Illinois and the other located in Chicago, Illinois. The Hardware Services team works with Network Services to provide maintenance and repair to users’ hardware; coordinates with other support staff for the installation of equipment, upgrades, and with moves, adds, or changes occurring at user sites; and facilitates the CQA Authorized Vendor Program, thereby providing a venue for local agencies to purchase Cornerstone ready equipment.

Finally, the Hardware Services unit accounts for and tracks the assets used within the Cornerstone system. Information regarding equipment repairs, replacements, location change, and purchase and warranty information is reported to Hardware Services. This unit is also responsible for working with Cornerstone agencies to ensure Cornerstone asset and inventory integrity, as well as maintaining comprehensive and accurate records of all Cornerstone system equipment.

Help Desk Services (Cornerstone Call Center)
The Help Desk Services department provides first level customer support service to users of client systems via the Cornerstone Call Center and Early Intervention Central Billing Office help desks. Support is provided five days a week from 7:30 a.m. to 5:00 p.m., and the staff is organized according to experience and expertise. Call Specialists respond to callers’ basic questions and problems with the application, computer equipment and communication network. When necessary, or when more information is needed, calls are referred from the Help Desk Services to the appropriate resources for more thorough explanations/problem resolution.

All calls are tracked in a database software, and the Help Desk provides training in its functioning and use to client staff. The software is also used to create and produce routine reports of help desk statistics. One staff member is dedicated to providing database maintenance to assure that all information is current and correct within the database tracking system.

Network Services (Cornerstone Network Support)
The Network Services department provides the technical and administrative expertise needed to repair, maintain, install and expand the Cornerstone Wide Area Network, including workstations, servers, printers, software and communications equipment. Referred to in the Cornerstone world as “Cornerstone Network Support”, Network Services staff provide technical assistance with advising clients regarding the optimal operations of the communications network, and recommending configuration standards for installations. This is accomplished through a joint effort between the Network Services and Hardware Services departments.

System Development and Software Support
This department is comprised of the eCornerstone, Classic Cornerstone, and Support and QA/Testing teams, and is responsible for developing and maintaining the Cornerstone and eCornerstone applications. The department also provides second level software support to individuals who contact the Cornerstone Call Center and Early Intervention Central Billing Office help desk.