6/18/22 Enterprise Projects End User Services Transformation
Transcript
1. June 27, 2015 Enterprise Projects End User Services
Transformation
2. June 27, 2015 2 Enterprise Service Desk / End User
Services
3. June 27, 2015 3 Project Status Cluster Consolidation
Processes and Guidelines Regional Support Transformation After
Hours Support RFP Call Center Management Solution Procurement The
consolidation of the clusters is moving along at a steady pace,
tackling issues as it moves forward. There are known issues/risks
that include space, job titles, difference in grades etc. The Lean
team's work effort is making progress on a weekly basis working on
the creation of processes, guidelines, fine tuning and cleaning up
the existing knowledge base currently in Service Now. The regional
support team is making progress a little bit at a time. The team is
facing some risks as they move forward. Our teams efforts in
creating the RFP in order to procure a contract with a 3rd party
vendor to supply after hours support is moving along as planned.
Procurement is causing a stall point in the purchasing of the Call
Center Management Solution. Due to this service desks have no
ability to report, track and manage in coming calls statics.
4. June 27, 2015 4 GGC Cluster Service Desk Re-location of End
User Services staff members has been successfully completed as of
1-21-2015 Re-engineering of the ITS Enterprise Service Desk
(Formerly CCC) Part 1 - Move EUS staff under service desk CCC
Completed 1-5-2015 Part 2 - Merge the HS Cluster desk with the ITS
cluster desk desks are to be relocated to a Troy Atrium Building
Target Date of 3-2-2015 Remaining Cluster Consolidation target
dates: (See Next 2 Slides) Public Safety - In progress Health -
Planning stages DA To Be Determined FRG To Be Determined EE To Be
Determined Work In Progress
5. June 27, 2015 5 Cluster Target Date Consolidated In Progress
Not Started AGS 11/10/2014 Yes TED 11/30/2014 Yes GGC 1/21/15 Yes
ITS/ CCC / HSN 3/2/15 Yes PS / PSC IN Progress Yes H Planning Yes
DA TBD No FRG TBD No EE TBD No 34% 33% 33% Cluster Consolidation
Progress Consolidated 3 In Progress 3 Not Started 3 Cluster
Consolidation Milestone Tracking
6. June 27, 2015 6 Future Vision for Service Desks Cloud Based
Phone System
7. June 27, 2015 7 Development of Resolvers Guide, Operational
Level Agreements, Service Level agreements Currently in Progress
Collaborating with the Lean Team and ITSM to aid in the Improvement
of Knowledge Base, Reduction of Assignment Groups and creation of
Incident Reporting Template HR / Employee Relations Bi Weekly
meeting with Human Resources to review the goals of the project to
assure HR policies are being followed because the project will be
affecting EUS staff statewide. Work in Progress
8. June 27, 2015 8 Work In Progress Regional Teams there will
be three (3) regional managers: NYC-JB- staff of 38 - Completed
Mid-Hudson and Long Island-JC staff of 29 - Completed Everything
west, north and south of the Capital District-MB staff of 47 -
Completed Created Regional assignment groups for MBs region in
service now - Completed Regional Plan: (See Next Slide) Create
Geographic assignment groups in Service Now 1/26 Start formation of
Regional Teams 2/6 Start documentation of current processes for
agencies/users/locations supported 2/6 Work with HR to start
background checks for all staff 2/6 Right size support teams based
on locations / staff they will be supporting 2/15 Inform Cluster
Service Desk leads about use of new assignment groups 2/15 Start
cross-training staff for other agency support 2/15 Request
connection of agency networks where necessary 2/15 Work with HR to
ensure career ladder for staff and structure is correct 3/1
9. June 27, 2015 9 Region and Milestone Target Date Not Started
In Progress Completed NYC Create geographic assignment groups in
service now 1/26/15 No Start formation and documentation of current
process 2/6/15 Yes Meet with HR to start background checks 2/6/15
Yes Size up support teams based on locations 2/15/15 No Start cross
training staff 2/15/15 No Request agency network connections
2/15/15 No Meet with HR to ensure career ladder and staff structure
is correct 3/31/15 No Mid-Hudson & LI Create geographic
assignment groups in service now 1/26/15 No Start formation and
documentation of current process 2/6/15 Yes Meet with HR to start
background checks 2/6/15 Yes Size up support teams based on
locations 2/15/15 No Start cross training staff 2/15/15 No Request
agency network connections 2/15/15 No Meet with HR to ensure career
ladder and staff structure is correct 3/31/15 No West, North &
South of Cap Dist Create geographic assignment groups in service
now 1/26/15 Yes Start formation and documentation of current
process 2/6/15 Yes Meet with HR to start background checks 2/6/15
Yes Size up support teams based on locations 2/15/15 No Start cross
training staff 2/15/15 No Request agency network connections
2/15/15 No Meet with HR to ensure career ladder and staff structure
is correct 3/31/15 No 71% 29% 0% Not Started In Progress Completed
Region NYC 71% 29% 0% Not Started In Progress Completed Mid-Hudson
&LI 57%29% 14% Not Started In Progress Completed West, North
& South of Cap Dist Regional Support Milestone Tracking
10. June 27, 2015 10 Creation of the After Hours Service Desk
Support: (RFP / See Next Slide) RFP Kickoff Meeting 12-30-14 -
Completed Draft RFP content finalized target date of 2-6-2015 RFP
assembled with OGS target date of 2-13-2015 Evaluation plan to be
completed target date of 2-20-2015 RFP release target date
3-16-2015 Award date target 8-2015 Virtual Meetings Support Team
Assembling a Virtual Meeting Team to provide equipment support on a
statewide basis This includes Video Conferencing, Webx and IM
Manager named is LW from PSC Work In Progress
11. June 27, 2015 11 Status of RFP Process Target Dates Not
Started In Progress Completed After Hours Desk Support Processes
RFP Kick off meeting December 30, 2014 Completed DRAFT RFP content
Finalized February 6, 2015 In Progress RFP Assembled with OGS
February 13, 2015 Not Started Evaluation Plan Completed February
20, 2015 Not Started Targeted RFP Release Date March 16, 2015 Not
Started Targeted RFP Award Date August 31, 2015 Not Started 67% 16%
17% Not Started In Progress Completed After Hours Desk Support
(RFP) Milestone Dates and Status Milestone Status Legend Not
Started In Progress Completed
12. June 27, 2015 12 Establish a standardize SEV1 process,
reduce SEV1 tickets (more clarity on the criteria for a SEV1
mission critical apps or infrastructure) and set an SLA of 4 hour
to restore services. A Critical Conference Bridges (CCB) is
required for all P1s A Senior Level Manager is assigned to drive
the issue to resolution Since the start of the new process on
November 10, 2014: 91 P1s opened (compared to 243 In Sept &
Oct) Average time to restore = 19.72 hours (compared to 57.19) SEV1
Process Improvement
13. June 27, 2015 13 Project Risks & Issues Co-location of
service desk / EUS staff in order to provide cross training, team
building and staff management is a critical piece of the project.
Space to house staff is a challenge as well as travel, background
and security checks. All of the issues are solvable but require
collaboration from other ITS business units such as Human
Resources, Employee Relations, Facilities, Legal and Finance.
14. June 27, 2015 14 The consolidation efforts have brought to
light the inconsistencies in the Civil Service Job Titles (four
different grades 12,14, 18 and 23 within the same title series) and
corresponding job assignments are not aligned. Task matrix by grade
level has been completed and approved by Human resources. This will
be used as a guide for service desks managers. Project Risks &
Issues
15. June 27, 2015 15 The migration to the standard VoIP
offering has eliminated the management reporting and call tracking
capabilities the Service Desks had with CapNet. The Service Desk
Managers used these reports to monitor incoming call volumes,
evaluate/adjust staffing levels accordingly and monitor overall
performance. There is an immediate dependency on identifying and
establishing a workable solution. The team had started working on
implementing the Cisco Call Management solution and was redirected
to evaluate the Cloud based solutions. A procurement is underway.
Project Risks & Issues