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VITA Customer Councils

VITA Customer Councils . All Directors formed Customer Councils in April, 2007 and are meeting regularly Additionally, a Small Agency Council (owned by the CAM Director) was formed along with an Employee Council (owned by the F&A Director)

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VITA Customer Councils

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  1. VITA Customer Councils • All Directors formed Customer Councils in April, 2007 and are meeting regularly • Additionally, a Small Agency Council (owned by the CAM Director) was formed along with an Employee Council (owned by the F&A Director) • Councils consist of 8-12 Agency subject matter experts expect the best

  2. VITA Customer Councils Feedback • Council participation has been good • Each Director shares notes from the Council meetings with participants • Working on ways to share information across Councils and across VITA • Information included: the issue surfaced, responsible party, and what’s being done to address the issue along with a timeframe for completion expect the best

  3. VITA Customer CouncilsIssues We’re Addressing • Customer Account Management Council Issue – who do I call for what? Solution – working on a roles and responsibilities document clearly defining CAM and APM roles, for example • Security Customer Council Issue – how do small agencies respond to security requirements with very limited resources? Solution – Small Agency Council outreach, share resources • Partnership Action Customer Council Issue – need to share transformation information in a more timely way Solution – transformation team shares presentations with the PAC

  4. VITA Customer CouncilsIssues We’re Addressing • Communications Customer Council Issue – Involve Agency comms staff, not just technical staff, in conveying information directly to end-users Solution – develop communications more tailored to end-users with Agency comms staff input • ITIES Customer Council Issue – Determine Council business drivers and priorities Solution – Council has defined 16 candidate governance areas in a variety of categories, currently prioritizing • Finance and Administration Customer Council Issue – procurements not timely, need the ability to track procurements Solution – Procurement Workgroup formed, Sharepoint site created to track procurements

  5. VITA Customer CouncilsIssues We’re Addressing • Employee Customer Council Issue – determine what’s important to our employees Solution – employee survey has been completed and results are being analyzed • Small Agency Customer Council Issue – too many demands on small agencies with limited resources Solution – using the Small Agency Council meetings to address items collectively vs surveying individual agencies • This is just a sampling; there are other issues and items being addressed

  6. VITA Customer Councils – Next Steps • Customer Council questionnaires developed and rolled out in August • Continue to refine and organize the process for collecting and sharing council information • Share successes and lessons learned

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