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Tourism & Recreation Department

This document provides an overview of the service utilization, service level metrics, service performance review, incident review, current and future service plans, and service improvement plan for the Tourism & Recreation Department. It also includes information on infrastructure services, business application services, agency-specific application services, and service level agreements.

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Tourism & Recreation Department

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  1. Tourism & Recreation Department

  2. Agenda • Service Utilization • Service Level Metrics • Service Performance Review • Incident Review • Current / Future Service Plan • Service Improvement Plan

  3. Infrastructure Services • Network • PMO Consulting • Implemented In Progress Planned Not Planned • File & Print Services • Microsoft Licensing • Mainframe Hosting • Distributed Server Hosting • IP Telephone • PBX Telephone • Audio Conferencing • Web Conferencing • Wireless • Campus Broadband • Anti-Virus • Anti-Spam • Whole Disk Encryption • Intrusion Detection & Prevention (IDS/IPS) • Web Filtering • Mobile Device Management (MDM)

  4. Business Application Services • Human Resources • Financial Analytics • Procurement & Spending • ImplementedIn Progress PlannedNot planned • ARRA • Open Books • Data.ok.gov Extend / CollaborateTransaction / Streamline • Enterprise Learning • Management • Manager Self-Service • Employee Self Service • Human Resource; • Payroll • Higher Ed Interface • Base Benefits; • Time & Labor Extend / CollaborateTransaction / Streamline • AP Workflow • E-Supplier • E-Bill Payment • Travel Expenses • eProcurement • Strategic Sourcing • Licensing • General Ledger • Purchasing • Accounts Payable • Accounts Receivable • Asset Management • Inventory • Budget • Billing • Projects, Grants, • & Contracts • P-Cards • Grants Provisioning • OK.gov Licensing • GovDelivery • Online Filing System • Bill Pay • Common Checkout • OK.gov Payment API • Drupal CMS • Go Gov! CMS

  5. Agency Specific Application Services • ImplementedIn Progress PlannedNot planned • Micros • Fore Reservations

  6. Service Level Agreement OMES ISD has a defined set of published Service Level Agreements (SLAs). The Service Desk is charged with understanding each SLA, attaching the correct SLA to the case based on specific factors and circumstances, and then assigning the case to the proper provider group. The Incident SLAs are: • Priority 1 Incident • 15 Minute Response, 2 Hour Restore, 24x7x365 • Priority 2 Incident • 2 Hour Response, 4 Hour Restore, 24x7x365 • Priority 3 Incident • 24 Hours Response, 7 Day Restore, 24x7x365

  7. Service Level Agreement The Service Request SLAs are: • Password • 10 Minute Response, 20 Minute Resolve, 8:00 AM to 5:00 PM, Monday through Friday (excluding holidays) • Routine – All other generalized service requests • 8 Hours Response, 5 Day Restore, 8:00 AM to 5:00 PM, Monday through Friday (excluding holidays.)

  8. Service Level Agreement • Contact Speed to Answer • length of time it takes a for a Service Desk professional to respond to an inbound telephone call. • First Call Resolution • percentage of  inbound requests for assistance that are handled and resolved all within the Service Desk during the initial communication between the Service Desk Analyst/Specialist and the customer. • Case Response and Resolve • measured from the moment the Service Desk assigns a case to the moment when the case is responded to or resolved. (matrix)

  9. Service Level Metrics Priority 1 (High) Response90% within 15 minutes Resolve90% within 2 hours Priority 2 (Medium) Response85% within 2 hours Resolve85% within 4 hours Priority 3 (Low) Response85% within 24 hours Resolve85% within 7 days

  10. Incident Prioritization Questions: 521-2444

  11. Enterprise Service Desk Performance Target Year Jan Feb March April May June July Aug Sep Oct Nov Dec Contact Center First Call Resolution 62% 2012 55% 51% 52% 56% 55% 53% 57% 52% 52% 51% 54% 54% 2013 58% 51% 65% 63% 62% 67% 57% 59% 54% 56% 55% 55% Contact Center Speed to Answer 30sec 2011 60 51 30 36 19 9 16 44 33 30 16 19 2012 25 23 48 66 13 22 25 25 47 66 28 26 38 2013 40 2

  12. Service Desk PerformanceTourism & Recreation Department

  13. Service Desk PerformanceTourism & Recreation Department

  14. Service Desk Performance (cont) Total Cases from Agency • Incidents : 867 • Incident 1 95 • Incident 2 71 • Incident 3 701 • Service Requests : 3321 • Service Request 1729 • Password 1592

  15. Current Service Plan

  16. Current Service Plan cont…

  17. Issue Log • Issues & Concerns

  18. Survey Results

  19. Survey Results

  20. Service Improvement Plan • Customer Satisfaction Survey • New Services • Discussion of other improvement action items • Discussion of frequency for future service review meetings(annually, quarterly, monthly, other?)

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