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IT Customer Centric
Reorganization at DOTD
Brad D. Doucet
February 20, 2013
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Purpose of Todays Presentation:
To discuss why and how changes were made in the IT
Section at DOTD.
To discuss how our experience can help your
organization align itself to provide great customer
service.
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Change
"If you want to make enemies, try to change something.
Woodrow Wilson
When youre finished changing, youre finished.Benjamin Franklin
"Change is the law of life and those who look only to the past
or present are certain to miss the future.John F. Kennedy
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The Way We Were
Technical Support Services
IT Director 3
Application
Services
Business Management Admin Asst 5
Business
Applications
GIS
Services
Engineering
ApplicationsManaged Services Desktop Support
CADD
ServicesNetwork Support
Mainframe
Support
ERP Office
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Why We Changed
We were asked by DOTD Management to consider: Where we need to improve services to our customers, especially in the area of LaGov
(our new ERP System)?
Where can we best utilize peoples skills sets?
What will we most need immediately and in the future?
Strengths Weaknesses Opportunities and Threats (SWOT)
sessions, as well as customer surveys measuring the
importance and satisfaction of the services provided by IT,
helped us identify some specific changes we needed to make.
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Proposed Changes
Build an IT Customer Support Team that includes and embraces LaGov as
well as other IT initiatives.
Align teams cross functionally from anywhere in the IT organizational
chart to Objective Advancement Teams and Infrastructure
Advancement Teams.
Leverage more of existing GIS services and establish and implement a GIS
Strategic Plan.
Stress Project Management.
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Where We Are
Technical Support Services
IT Director 3
GIS
Services
Application
Services
Business Management Admin Asst 5
IT Customer Services
IT Customer
Support Team
IT Customer
Advisory
and Advocacy
Team
ERP
Support
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Technical Support Services
IT Director 3
GIS
ServicesApplication
Services
Business Management Admin Asst 5
IT Customer Services
ERP Support
LaGov Workshops Work Processes
Enhancements
IT CustomerSupport Team
ERPSupport
IT CustomerAdvisory
and Advocacy
Team
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What Does ERP Support Team Do?
Understand the functions of the ERP and work with the users of the ERP to
document their business processes.
Assist users in ongoing ERP implementation, optimization, and
enhancements.
Develop and lead ERP trainingsessions to help users get more out of the
system.
Work closely with other teams in IT to assure users get what is needed out
of the ERP.
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Technical Support Services
IT Director 3
GIS
ServicesApplication
Services
Business Management Admin Asst 5
IT Customer Services
IT Customer Support Team
Service Desk
Training Coordination
Application Testing /
Documentation
Overall Project Management
ERP Support
LaGov Workshops Work Processes
Enhancements
IT CustomerSupport Team
ERPSupport
IT CustomerAdvisory
and Advocacy
Team
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What Does the IT Customer
Support Team Do?
Manage the IT Service Desk, provide first line support, and triage and
route customer calls for higher level support.
Coordination of IT training, workshops, and customer outreach sessions.
Application Testing / Documentation
Overall Project Management
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Technical Support Services
IT Director 3
GIS
ServicesApplication
Services
Business Management Admin Asst 5
IT Customer Services
ERP Support
LaGov Workshops
Work Processes
Enhancements
IT Customer Services Service Desk
Training Coordination
Application Testing / Documentation
Overall Project Management
IT Customer Advisory and Advocacy Team
Business Aligned Customer Representatives Learns the Business / Work processes / Needs
Serves as a Customer Advocate to IT
General IT Consulting and Request Management
IT CustomerServices
ERPSupport
IT Customer
Advisoryand Advocacy
Team
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Alignment of Customer Advisors &
Advocates at DOTD
Office of Management & Finance
HR, Finance, Budgets, Procurement, etc.
Office of Multi-Modal Planning
Intermodal, Transportation Planning, Public Transportation, etc.
Office of Operations
Maintenance, Intelligent Transportation Systems, Traffic Services, etc.
Office of Engineering
Construction, Project Development, Traffic Engineering, etc.
Office of Operations District
District Administrators, Assistant Administrators, Tech Reps, etc.
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What Does a Customer
Advisor & Advocate Do?
Develop an in depth understanding of their assigned business area, their
business areas work processes, and the business areas usage of IT
systems, including LaGov.
Provide general IT consulting, high level project management, and serve as
a customer advocatewithin their respective business area.
Assess estimated or perceived project value with customers, and assist
assigned business area with project requirements definition and proactiveplanning.
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More of What Customer
Advisors & Advocates Do:
Assure proper communication takes place between all groups, and
conduct follow-ups with customers to assure needs were met.
Get intimately involved in development and implementation projects astime and skill sets allow.
Work closely with Application Services, Technical Support Services, GIS
Support Services, other teams within IT Customer Services, the IT Business
Office, and Cross-functional Objective Advancement teams to help defineneeded resources and to make sure priority customer needs are met.
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Technical Support Services
IT Director 3
GIS
ServicesApplication
Services
Business Management Admin Asst 5
IT Customer Services
Focused on Development, Customization,
and Maintenance of Applications used
throughout the Agency.
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Application Services
Strategy
Manage and define incoming customer requests, and plan and track allapplication services projects across IT.
Provide in-house application development and maintenance services.
Provide management of contracted application development projects.
Work closely with IT Customer Services, Technical Support Services, GISSupport, and the IT Business Office as needed to make sure prioritycustomer needs are met.
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Technical Support Services
IT Director 3
GIS
ServicesApplication
Services
Business Management Admin Asst 5
IT Customer Services
Focused on the maintenance and support of IT
infrastructure:
Severs/Desktops/Laptops
Network Infrastructure and Environment
SharePoint Environment
Etc.
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Technical Support Strategy
Support and maintain all IT infrastructure technology for theAgency.
Manage and define incoming customer requests, and planand track all technical support services projects across IT.
Work closely with IT Customer Services, Application Services,GIS Support, and the IT Business Office as needed to makesure priority customer needs are met.
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Technical Support Services
IT Director 3
GIS
ServicesApplication
Services
Business Management Admin Asst 5
IT Customer Services
Focused on growing and maintaining the GIS
environment and implementing the GIS
Strategic Plan.
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GIS Strategic Plan
1. Fully Implement Enterprise Linear Referencing System
2. Define and Integrate Participating Business Systems
3. Define and Create Enterprise Applications
4. Implement Statewide Clearinghouse
5. Create Enterprise GIS Steering Team
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Advancement Teams(uses parts of people cross functionally across IT)
Video
Conferencing
Strategy
eBusiness
Technical
And Data
Architecture
Team
Other
Priority
Advancement
Teams
GIS
Strategic
Implementation
Team
Legacy
Migration
And BI
Other
Infrastructure
Teams
PlanningCustomer
Satisfaction
Survey
Team
ObjectiveAdvancement
Teams
InfrastructureAdvancement
Teams etc.,etc.
Security
Coordination
Team
Request
Management
and
Project Tracking
Team
Web
Conferencing
Network
Optimization
(QCIP)
etc.,etc.
VOIP
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Going Forward We Will
Continue to conduct surveys to measure importance and satisfaction of
the services provided by IT, and use the results of these surveys to
continue to fine tune the areas of the IT Section.
Ensures continued efficiencies and effectiveness in providing IT services.
Establish and implement an IT Governance Team to help establish an
agency-wide IT Investment Plan and implement Large Project Request
management processes.
IT Governance Team helps IT focus and align on the critical issues that will most help
the agency accomplish its business objectives.
Continue to use more Cross-functional Advancement Teams
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IT Vision at DOTD:
We work together as one team in
partnership with our customers to
deliver awesome results for theagency and the state.
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Questions?