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FY03 ORS Performance Management Manage Information Technology Team Members:

FY03 ORS Performance Management Manage Information Technology Team Members: Charlie Jones, Ben Ashtiani, Denny Bermudez, La'Tanya Burton, Ron Edwards, Robert Golshan, and Gail Williams January 9, 2004. Overview. PMP Template Value proposition and strategy

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FY03 ORS Performance Management Manage Information Technology Team Members:

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  1. FY03 ORS Performance Management Manage Information Technology Team Members: Charlie Jones, Ben Ashtiani, Denny Bermudez, La'Tanya Burton, Ron Edwards, Robert Golshan, and Gail Williams January 9, 2004

  2. Overview • PMP Template • Value proposition and strategy • Performance objectives and measures • Customer Perspective: Critical Measures • Customer Survey Scores • Internal Business Process Perspective: Critical Measures • IB1.2 No. of service requests tickets by all types • IB2.1 % of non-desktop Service support handled by Infrastructure + App. Dev groups • Learning and Growth: Critical Measures • First contact resolution rate • # of Service request tickets by type “problem” • Financial Perspective: Critical Measures • F2.1 Service requests ratio phone/email • F2.2 $rate comparison for network support • Conclusions and Actions

  3. Performance Plan for FY 04 - 05

  4. Performance Objectives – Strategy Mapping

  5. Strategy Mapping Conclusions We concluded that IB1. Understanding our customers’ needs was the most critical objective in our plan to reach C3. Increase Customer Satisfaction. Strategy Map Analysis: • We can achieve our customer goal (C1.) Increased satisfaction if we focus on meeting (IB1.) Understand our customers’ needs. Reaching this goal will depend on our achieving (L1.) Improving our customer relationship and care skills.

  6. Customer PerspectiveCritical Measure: C1.1, C2.1 C3.1 Customer Survey

  7. Survey Distribution FY04 Administration Number of surveys distributed1,522* Number of respondents 443 Response rate 29% 229 respondents made comments (48%) on the survey *Note: Number distributed based on count of emails in the ORS and ORS global email list as of November 2003.

  8. Who are you? Total N = 443 ORF N = 131 ORS N = 302

  9. What kind of IT services did you use in FY03? Note: Multiple responses allowed.

  10. FY03 IT Services SatisfactionRatings Compared to ORS Overall Unsatisfactory Outstanding

  11. Cost Satisfaction RatingFrequency by Rating N = 443 Mean = 7.61 Median = 8 Note: Graph shows the distribution of responses by ratings selected.

  12. Quality Satisfaction RatingFrequency by Rating N = 443 Mean = 7.72 Median = 8 Note: Graph shows the distribution of responses by ratings selected.

  13. Timeliness Satisfaction RatingFrequency by Rating N = 443 Mean = 7.50 Median = 8 Note: Graph shows the distribution of responses by ratings selected.

  14. Reliability Satisfaction RatingFrequency by Rating N = 443 Mean = 7.71 Median = 8 Note: Graph shows the distribution of responses by ratings selected.

  15. Availability Satisfaction RatingFrequency by Rating N = 443 Mean = 7.73 Median = 8 Note: Graph shows the distribution of responses by ratings selected.

  16. Responsiveness Satisfaction RatingFrequency by Rating N = 443 Mean = 7.67 Median = 8 Note: Graph shows the distribution of responses by ratings selected.

  17. Convenience Satisfaction RatingFrequency by Rating N = 443 Mean = 7.61 Median = 8 Note: Graph shows the distribution of responses by ratings selected.

  18. Competence Satisfaction RatingFrequency by Rating N = 443 Mean = 7.79 Median = 8 Note: Graph shows the distribution of responses by ratings selected.

  19. Handling of Problems Satisfaction RatingFrequency by Rating N = 443 Mean = 7.66 Median = 8 Note: Graph shows the distribution of responses by ratings selected.

  20. Estimated Satisfaction Scores Based on Types of Services Used Note: Multiple responses allowed.

  21. What did the customer data tell us?What actions do we plan to take? • Pointed out areas where we need to address better delivery of ITB services • Demonstrated the relation between knowing customer needs and being able to quickly resolve problems • Feedback will be input for us to plan: • - more hands on training of staff for problem resolution • - more lessons learned – exchange of information sessions

  22. Internal Business Processes PerspectiveCritical Measures: IB1.2 & IB2.1

  23. Objective - IB1. Improve understanding of customer needsMeasure - IB1.2. No. of service requests tickets by all type

  24. Objective - B1. Improve Transformation of Business requirements into solutionsMeasure - IB2.1. % of non-desktop Service Support handled by Infrastructure and Application Development Groups

  25. What did the internal business process data tell us?What actions do we plan to take? • Identify the common problems and requests • Sets standards for our staff and contractors • Where our training and preparation should be focused based on the incoming requests • The ability of our staff to meet the specialized business needs – infrastructure and application support groups • Shows the trends of types of IT problems and needs • Move resources based on service requests • Use input for vendor training guidance and to plan for PBSC contracts of the future

  26. Learning and Growth PerspectiveCritical Measures: L1.2 & L2.2

  27. Objective: L1. Improve Customer relationship and care skillsMeasure: L1.2. First Contact Resolution Rate

  28. Objective: L2. - Improve Institutional knowledge of customers businessMeasure: L2.2. Request problem tickets as "problem" type

  29. What did the L & G data tell us?What actions do we plan to take? • Are we prepared to solve the problem immediately • We need to anticipate the types of calls and general queries • We may or may not have consistent responses to the same common problems or requests • We may have insufficient mix of staff for types of service requirements – too much call desk not enough infrastructure help • Examine the data and make action plans monthly based on the conclusions • Establish individual development plans that ensure we maintain competencies required to meet the needs identified in the data analysis

  30. Financial PerspectiveCritical Measures: F2.1 & F2.1

  31. FY 03 Ratio = 5:1

  32. Insert the $ for networking comparison chart

  33. What did the Financial data tell us?What actions do we plan to take? • Industry standards demonstrate significant cost savings from handling Service requests of “all types” – by using web based fulfillment technology . Our ratio of 5 means that five times more contacts for service or questions or general queries come to us by phone. Phone call service can be as high as $10 to $30 per call. Web based self serve solutions average $1.17 • A major self service web fullfillment initiative is needed.

  34. Conclusions from PMP • The community relies on us for a one stop shop experience for total IT help • We have to be prepared to handle over 10,000 service requests and queries per year while maintaining high customer relationship standards • Our costs for service are excellent on a total census wide basis but we bear a big expense in using phone service rather than web based methods. • Key Initiatives • Implement web based service fulfillment • Analyze our cost by service performed to determine effective unit costs • Start preparing for conversion to PBSC’s for IT • Develop training and development plans to encourage competency sustainment for the future

  35. Appendix 1 - Survey Comments

  36. Reviewing Comments • Realize comments are qualitative data and are not meant to be counted and tallied • Comments provide a different type of information from your customers regarding their satisfaction • Comments are NOT representative of the perceptions of all your customers • Review them but don’t over react to an individual comment • Comments are a great source for ideas on how to improve

  37. What was done particularly well? • Help Desk have always addressed my questions and issues in a timely manner. • IT provided quick service, they transferred my files to my new computer in timely manner and walk me through questions I had regarding error that my computer was experiencing. • Very nice on the phone- and the messages I left were returned in a timely manner. • The help desk is outstanding. Always a fast response and has competence to solve problems. • Problem Solved in a timely manner, thanks • when i had network problems the help desk was responsive and satisfactory. • The Time to get back on revealing passwords was good. • The ORS IT staff has become very familiar with our own customized software product and understands the interactions with network. • I appreciated the support of getting my computer back on line when my hard drive crashed

  38. What was done particularly well? (cont.) • Help Desk have always addressed my questions and issues in a timely manner. • Problem resolved when IT personnel shows up • They handle problems in a timely fashion. • Replaced failed Hard drive on my PC within 2 days. Excellent Service. • Support and maintenance of our web page was well-done. Good response to our requests for revisions by Scott Stewart. • Service personnel responded promptly and were very courteous. • Jorje resolved the problem over the phone. When he didn't have the "fix" to a particular problem, he went, sought out the info and then resolved the problem--all inside of a short amount of time. • They seem to be knowledgeable and they alway solved my computer problems. • The Help Desk support was normally very quick to respond, and followed up to make sure everything was okay after they had resolved the problem. • I didn't have access due to a mistake on my part and HELP desk squared the problem away

  39. What was done particularly well? (cont.) • Personnel is always polite and courteous. • CAME QUICKLY • Customized application- Web-based CSS & CAS file prep - very responsive • Taking care of my computer problems were handled very well • I HAVE BEEN VERY PLEASED WITH THEIR WORK. I DID NOT HAVE TO WAIT VERY LONG FOR THIS TO BE DONE FOR ME. I AM VERY HAPPY THAT IT WAS SETUP AS QUICK AS IT WAS. I HAVE BEEN THANKFUL FOR THE FAST SERVICE I HAD WITH THIS QUICK RESPONSE FROM THE IT SUPPORT CE • Quick response • Being clear and concise when resolving my problem over the phone and with e-mail. • Service was prompt; overall seemed to work well when the help desk was contacted. Individuals were highly knowledgeable about IT issues and were able to diagnose & fix without undue delay. • Answered phone immediately and told me what they were doing while I waited on the phone.

  40. What was done particularly well? (cont.) • Personnel is always polite and courteous. • The service providers are friendly and knowledgeable. • The staff I dealt with were very courteous. • Convenient, responsive • Problems were handled efficiently and with minimal disruption to my work. • Usually fast and friendly service was provided. • Response was quick. Staff was friendly and helpful • Help desk support! • all work and questions were done and answered. • Fast response. Careful attention to problem. • Great assistance with new computer and printer setup, including new ways to make older applications work. Most experience with Jon Sweeney and Jason Bassett. Both gave outstanding service.

  41. What was done particularly well? (cont.) • Excellent communications with the customer relating to response time and understanding the issue on hand. • Willingness to do site visits when necessary! • Updated software was installed on my computer in a timely fashion. • Help desk employees were responsive to problems and helped to deal with them quickly. • Good and timely service provided. • VERY HELPFUL AND POLITE • network security (automated patch download and installation) seems very good - computers are protected with minimal user intervention • Support staff always came out in a reasonable amount of time to handle problems. • You've all been wanderful so far • Thank you • When I had problems, they got back to me quickly and finished the job.

  42. What was done particularly well? (cont.) • Persistence to solve problem and follow through. • very supportive and helpful • GREAT SERVICEE AND VERY PROMPT • I've only use the IT support service twice or maybe three times at the most and each time the service and was great. • Ability to give you confidence that they will be able to solve the computer or networking problem • Thank you • Quick response and knowledgeable staff • Very prompt and helpful. • On site needs were met in a very timely manner. • Answering each request expeditiously and efficiently. • Diagnosing the problem and resolving it quickly • I was very happy with the service.

  43. What was done particularly well? (cont.) • Persistence to solve problem and follow through. • I phoned the help desk with a problem. Within 15 minutes I had a call back and 20 minutes later the problem was resolved. • The know-how excellent • Agents have always displayed a "Can Do Now" and "stick to it until done" attitude. • responding in a timely manner. • they responded to my problem promptly. • responsive is great. • NIH has great workers and I was honored to have this guy from the help desk come to help me with the problems with my computer, thanks. • Responsivness to problems • unfailing courtesy and prompt response • The professionalism and competence of the staff.

  44. What was done particularly well? (cont.) • Excellent Customer Service. • Response was excellent on any problems • when my hard drive crashed primarily because of the age of my machine someone was there to replace it with one day. • The help desk technicians were very responsible and friendly. • Technicians were very knowledgeable. Didn't take a lot of time. Very courteous. • I received good service from the help desk. • I think the desk help did the outstanding job. I am deaf and did not have any plm communicating with people from desk help. It's terrific! :-) • The CIT representatives were very knowledgeable and intellengent and answered all my questions. • Responsive and easy to work with • Responsiveness, quality and timeliness • quick response

  45. What was done particularly well? (cont.) • The response to virus infection with patches for my laptop was excellent. However, multiple infections occurred requiring multiple patches. . • When called upon to clarify the use of certain problems involving use of the computer the Help Desk response is timely and thorough. • The support received is first rate. No improvement is necessary to meet the SAFB needs. • Can't think of any improvements. They are Outstanding! • Response was immediate and the solution appropriate for the issue.

  46. Access Compliment Comments • It is good that a technician can access my computer from his/her workstation. • Getting access to the customer "computer" from the central service and solving the problem by working with the customer. • Techs were very friendly...I loved their ability to take control of my machine and solve problems. • On-line handling of problems, where IT took control of my PC to address a machine or LAN problem, were very prompt and effective! • With IT having the capability to resolve problems remotely by taking control of the PC while being on the phone with the person is an excellent service as there is minimal disruption.

  47. Special Mention Comments • I have had excellent service from Caroyln and the rest of the staff. • Jason and Benaiah have been very helpful in soving problems from the help desk. • Jason and Benaiah are always very helpful and will to work through a problem until it is resolved • There are some help Desk people who do such excellent service, that we will never be satisfied with anyone else -- Our office got exceptional service from Jon Sweeney and Jason Bassett, in particular – • The help desk person Jason was very polite and professional when he helped me on removing one of virus from my machine. He responded my question very quick, and always asked my permission before he did anything. Very impressive! -Min • Diane O'Neill has provided outstanding support to the Division of Public Safety and Division of Travel and Transportation over the past several year. • Knowledgeable, competent help. Most importantly, Jon Sweeney followed up with me to be certain that things were working as expected. He was really on top of the matter and I truly appreciated his commitment to my case. • Comments relate to the 2 people who worked in building 13, 2nd floor, Brian and Juan. • cody needs to work on my desktop

  48. Conditional Praise Comments • Once I got a supervisor involved, my service went well. • they are very prompt to your calls and basically very good, however I did receive several technicians that were not knowledgeable of some of NIH software packages. I understand that they are contractors so I try to be patient with them. Overall service • Sometimes I have dealt with some very competent, tenacious, problem-solving people. Had a lot of confidence. • When I finally reached them they fixed my problem immediately. My problem related to my e-mail. I had too many e-mail accounts because I worked on several installations and several institutes. They cleared that up for me. • The next response to correct my computers problem which was found to be blocked had a fast response and correction time. • eventually the problem was resolved • For routine problems of PC applications

  49. Conditional Praise Comments (cont.) • 90% of the time, techs are competent, glad to help, and follow through. • When IT support is on hand for computer web based problems and they are on site they always take care of all of our problems • When.... the tech got to my computer in most cases, the problem was resolved. • The Help Desk support was normally very quick to respond, and followed up to make sure everything was okay after they had resolved the problem. • My problem was responded to quickly and in almost all cases resolved on the same day. • Telephone etiquettes are usually professional, customer inter-face is very good- easy to talk to. • Fairly quick response time

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