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Request Management System (RMS) Overview

Request Management System (RMS) Overview. March 14, 2013. Russell Quattlebaum rquattlebaum@spp.com · 501.614.3520. Agenda. Purpose and Benefits of a Request Management System Customer Engagement Process Using the RMS Keys to Successful Engagements. Purpose & Benefits of RMS. Purpose:

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Request Management System (RMS) Overview

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  1. Request Management System (RMS) Overview March 14, 2013 Russell Quattlebaumrquattlebaum@spp.com · 501.614.3520

  2. Agenda • Purpose and Benefits of a Request Management System • Customer Engagement Process • Using the RMS • Keys to Successful Engagements

  3. Purpose & Benefits of RMS • Purpose: • Consistency in engagement with stakeholders • Documentation of stakeholder inquiries and SPP responses • Tracking of stakeholder inquiries and internal process to respond (with SLAs) • Increase accountability • Benefits: • Reduced confusion and frustration internally • Improved response times • Manage expectations of stakeholders • Improved communication with stakeholders • Coordination of Working Group tasks and actions

  4. Acknowledge Request Customer Care & Engagement Process Settlement Disputes Customer Inquiry WG Action Item Workstream Inquiry

  5. SPP’s Customer Care & Engagement Process WG Action Item • Acknowledge Request • Done automatically within the tool • Request states Service Level Agreement (SLA) in place: • 2 months for Working Group action item • 3 months for Joint Working Group action item

  6. SPP’s Customer Care & Engagement Process WG Action Item • Assign Request: • Auto-assigned when ‘Quick Pick’ is utilized • Working Group Secretary determines path to resolution • Research / Respond • Assign to SME • Schedule internal meeting • Consult governing documents • Consult another department

  7. Submitting Request

  8. Submitting Request

  9. Working Group Secretary View of Ticket upon Submission & Assignment

  10. SPP’s Customer Care & Engagement Process WG Action Item • Determine Response • Working Group Secretary may pick from list of Tasks, or create Tasks • WG Secretary validates response

  11. Assignment of Task(s) by Working Group Secretary

  12. Assignment of Task(s) by Working Group Secretary

  13. Assignment of Task(s) by Working Group Secretary

  14. E-mail Notification to SME with assigned Task . . . and Notification on RMS Home Page

  15. Task worked by Assigned SME and Task is Completed √

  16. SPP’s Customer Care & Engagement Process WG Action Item • Fulfill Request • Assignee documents resolution of Request and sends ‘public’ note to submitter • Assignees document Labor Hours in ticket

  17. Closing the Request

  18. Document & Communicate Solution

  19. Keys to Successful Engagement

  20. Keys to Successful Engagement, cont.

  21. Acknowledge Request Customer Care & Engagement Process Settlement Disputes Customer Inquiry WG Action Item Workstream Inquiry

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