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Open Door Information Exchange (ODIE)

ODIE is a user-friendly web-based information exchange system that allows for efficient communication, problem ticket creation, dispatch management, and tiered problem resolution for improved accountability. It is scalable, customizable, and password-protected, accessible anytime, anywhere.

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Open Door Information Exchange (ODIE)

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  1. Open Door Information Exchange (ODIE) Enhancing Communication and Accountability Alan Wibbels – Nate McClenahan

  2. User friendly – quickly deployable • Web-based, password protected • Accessible anytime, anywhere • Services single buildings and/or enterprise operations • Modular and customizable • Fully searchable • Scalable

  3. Enhanced customer communication • End user submits request • Ticket created • Forwarded to dispatch • Assigned to queue • Alarms & e-mails key personnel

  4. ODIE homepage accessible without login

  5. Password protected

  6. Dynamically generatedtickets based on login…Sample end user Helpdesk ticket

  7. Dynamically generatedtickets based on login…Sample end user vehicle maintenance ticket

  8. Ticket • Problem description • Contains memos documenting the dialog of key parties • Placed in dispatch until assigned to a queue • Closed upon resolution

  9. Queues • Contain individuals that act as a workgroup for related problems • Tickets are assigned to queues • Updated tickets generate alarms for all in the queue • Allows for directed advancement of problems to other workgroups

  10. Dispatch • Managed by dispatcher(s) • Entry point for all tickets

  11. User having a problem with syncing Palm opens a ticket

  12. E-mail notification sent to everyone in Dispatch Queue

  13. Ticket updated and dispatched to appropriate queue

  14. Generates alarm

  15. Ticket updated and/or closed

  16. Helpdesk Problem Resolution Example CoolSchool A user (Pat) has a problem and submits it on ODIE. User Pat has a problem

  17. Helpdesk Problem Resolution Example CoolSchool The problem ticket is placed in the school’s dispatch, which is managed by Bob. User Pat has a problem CoolSchool Dispatch managed by Bob

  18. Helpdesk Problem Resolution Example CoolSchool Bob can place the ticket in either of two queues in the district: Windows or Macintosh. User Pat has a problem CoolSchool Dispatch managed by Bob Windows Queue Macintosh Queue

  19. Helpdesk Problem Resolution Example CoolSchool Bob uses the queues to coordinate problem resolution with Julie, the other LAN Manager. User Pat has a problem CoolSchool Dispatch managed by Bob Windows Queue contains Bob and Julie Macintosh Queue contains Julie

  20. Tiered Problem Resolution – Bottom up Agency A Eric submits a problem. User Eric has a problem

  21. Tiered Problem Resolution – Bottom up Agency A Susan, the administrative assistant, looks at the problem and determines she needs to have her supervisor look into the problem. So Susan escalates the problem to the supervisor queue. Agency A’s Dispatch is managed by Susan User Eric has a problem Supervisor Queue

  22. Tiered Problem Resolution – Bottom up Agency A Fred and Mary are alerted to the problem, and all users in the chain are notified of any updates to the problem ticket. Agency A’s Dispatch managed by Susan User Eric has a problem Supervisor Queue contains Fred, a manager, and Mary, a human resources manager

  23. Tiered Problem Resolution – Bottom up Agency A After discussion, the supervisors decide to advance the problem to the director. The director is only notified after the supervisors and administrative assistants have already addressed the problem. Agency A’s Dispatch managed by Susan User Eric has a problem Supervisor Queue contains Fred, a manager, and Mary, a human resources manager Director’s Queue contains James, Director of Personnel

  24. Tiered Problem Resolution – Top down Company B Larry has a problem and submits it to a queue managed by an administrative assistant, and monitored by the supervisor. This allows all further communications to be monitored by the supervisor. Company B’s Dispatch managed by Jane, an administrative assistant, and monitored by Ted, the supervisor User Larry has a problem

  25. Tiered Problem Resolution – Top down Company B Company B’s Dispatch managed by Jane, an administrative assistant, and monitored by Ted, the supervisor Jane can dispatch the problem to the appropriate queue. User Larry has a problem HR Queue contains William, a human resource manager Marketing Queue contains three marketing managers

  26. Searching capabilities allow users to locate tickets by number or keyword

  27. Efficient, flexible, & cost-effective • Helpdesk • Inventory control • Device management • Fleet maintenance • Time management • Project tracking

  28. User friendly – quickly deployable • Web-based, password protected • Accessible anytime, anywhere • Services single buildings and/or enterprise operations • Modular and customizable • Fully searchable • Scalable

  29. ODIE can easily be customized to track or manage almost any process or project in which data manipulation is critical.

  30. Questions – CommentsInformation Data Exchange Solutionsinfo@idesolutions.netwww.idesolutions.net308.865.5664 ext. 291

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