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PRT Meeting Additional Slides August 2010

United States Department of Agriculture Office of the Chief Financial Officer National Finance Center. PRT Meeting Additional Slides August 2010. Remedy 7.1 (GESD Initiatives). Status as of 8/18/2010 Phase II – B, EmpowHR IR’s Prototype completed 8/13/2010 QAT 8/16/2010 – 9/3/2010

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PRT Meeting Additional Slides August 2010

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  1. United States Department of Agriculture Office of the Chief Financial Officer National Finance Center PRT MeetingAdditional SlidesAugust 2010

  2. Remedy 7.1 (GESD Initiatives) Status as of 8/18/2010 • Phase II – B, EmpowHR IR’s • Prototype completed 8/13/2010 • QAT 8/16/2010 – 9/3/2010 • Production Migration 9/11/2010 • Production Validation 9/13/2010 – 9/17/2010 • Go Live 9/20/2010

  3. Remedy 7.1 (GESD Initiatives) Future Initiatives… • Change Management (SCR’s) • Pushed back till November 2010 • Solution Manager • Web Portal (January 2011 – Tentative) • Knowledge Management • Web Based Remedy Support • TBD (GESD to present priority list to ITSD CIO Board)

  4. Help Desk Assessment • Assessment Closeout Presentation 7/27/2010 • Focus (People, Processes, and Products) • Recommendations • Customer Access via Web Portal • Define and Implement GESD Organizational ITIL based Incident, Problem, and Change Management Processes • Create and Implement Formal Training Program • Consolidated Knowledge and Management Systems • IVR Integration with Remedy • Improve ACD Technology to Track First Call Resolution

  5. Help Desk Assessment (Cont.) • Recommendations (continued) • Develop a Knowledgebase For All Support Personnel as Well as External Customers • Consider Document Imaging Solution for Quick Access to Supporting Documentation • Implement Remedy Service Request Management 7.6 Solution

  6. Help Desk Assessment (Cont.) • Next Steps • Continue GESD Help Desk Transitions • DPRS, CLER, ABCO, CLAIMS • Support Personnel Training and Improved Documentation • Implement Change Management • Implement Knowledge Solution • Perform 2nd Help Desk Assessment Focused on GESD Organization, Workflow, and Processes Rather Than Product and Infrastructure

  7. Schedule Release (SR) Discussion • SR CY10 PP20 Discussion Items • Functional Requirements Document • FRD Completed and sent to Agency (5/21/2010) • FRD Concurrence by Agency (5/28/2010-6/11/2010) • How Did We Do? • Inter-Agency Agreements • IA Preparation (4/26/2010-6/4/2010) • IA Approval by Agency (6/7/2010-6/18/2010) • How Did We Do? • User Acceptance Testing • PPS (8/30/2010-9/24/2010) • EmpowHR (9/13/2010-10/1/2010)

  8. Process Improvement • Schedule Release Project Scheduling Modifications • SCR’s with Inter-Agency Agreements (IA) • Will Be Scheduled After NFC Receives Signed IA • SCR’s without Inter-Agency Agreements • Will Be Scheduled Once FRD is Completed (NTE Two Weeks after the FRD Due Date)

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