1. 1. June 27, 2015 Enterprise Projects End User Services Transformation
2. 2. June 27, 2015 2 Enterprise Service Desk / End User Services
3. 3. June 27, 2015 3 Project Status Cluster Consolidation Processes and Guidelines Regional Support Transformation After Hours Support RFP Call Center Management Solution Procurement The consolidation of the clusters is moving along at a steady pace, tackling issues as it moves forward. There are known issues/risks that include space, job titles, difference in grades etc. The Lean team's work effort is making progress on a weekly basis working on the creation of processes, guidelines, fine tuning and cleaning up the existing knowledge base currently in Service Now. The regional support team is making progress a little bit at a time. The team is facing some risks as they move forward. Our teams efforts in creating the RFP in order to procure a contract with a 3rd party vendor to supply after hours support is moving along as planned. Procurement is causing a stall point in the purchasing of the Call Center Management Solution. Due to this service desks have no ability to report, track and manage in coming calls statics.
4. 4. June 27, 2015 4 GGC Cluster Service Desk Re-location of End User Services staff members has been successfully completed as of 1-21-2015 Re-engineering of the ITS Enterprise Service Desk (Formerly CCC) Part 1 - Move EUS staff under service desk CCC Completed 1-5-2015 Part 2 - Merge the HS Cluster desk with the ITS cluster desk desks are to be relocated to a Troy Atrium Building Target Date of 3-2-2015 Remaining Cluster Consolidation target dates: (See Next 2 Slides) Public Safety - In progress Health - Planning stages DA To Be Determined FRG To Be Determined EE To Be Determined Work In Progress
5. 5. June 27, 2015 5 Cluster Target Date Consolidated In Progress Not Started AGS 11/10/2014 Yes TED 11/30/2014 Yes GGC 1/21/15 Yes ITS/ CCC / HSN 3/2/15 Yes PS / PSC IN Progress Yes H Planning Yes DA TBD No FRG TBD No EE TBD No 34% 33% 33% Cluster Consolidation Progress Consolidated 3 In Progress 3 Not Started 3 Cluster Consolidation Milestone Tracking
6. 6. June 27, 2015 6 Future Vision for Service Desks Cloud Based Phone System
7. 7. June 27, 2015 7 Development of Resolvers Guide, Operational Level Agreements, Service Level agreements Currently in Progress Collaborating with the Lean Team and ITSM to aid in the Improvement of Knowledge Base, Reduction of Assignment Groups and creation of Incident Reporting Template HR / Employee Relations Bi Weekly meeting with Human Resources to review the goals of the project to assure HR policies are being followed because the project will be affecting EUS staff statewide. Work in Progress
8. 8. June 27, 2015 8 Work In Progress Regional Teams there will be three (3) regional managers: NYC-JB- staff of 38 - Completed Mid-Hudson and Long Island-JC staff of 29 - Completed Everything west, north and south of the Capital District-MB staff of 47 - Completed Created Regional assignment groups for MBs region in service now - Completed Regional Plan: (See Next Slide) Create Geographic assignment groups in Service Now 1/26 Start formation of Regional Teams 2/6 Start documentation of current processes for agencies/users/locations supported 2/6 Work with HR to start background checks for all staff 2/6 Right size support teams based on locations / staff they will be supporting 2/15 Inform Cluster Service Desk leads about use of new assignment groups 2/15 Start cross-training staff for other agency support 2/15 Request connection of agency networks where necessary 2/15 Work with HR to ensure career ladder for staff and structure is correct 3/1
9. 9. June 27, 2015 9 Region and Milestone Target Date Not Started In Progress Completed NYC Create geographic assignment groups in service now 1/26/15 No Start formation and documentation of current process 2/6/15 Yes Meet with HR to start background checks 2/6/15 Yes Size up support teams based on locations 2/15/15 No Start cross training staff 2/15/15 No Request agency network connections 2/15/15 No Meet with HR to ensure career ladder and staff structure is correct 3/31/15 No Mid-Hudson & LI Create geographic assignment groups in service now 1/26/15 No Start formation and documentation of current process 2/6/15 Yes Meet with HR to start background checks 2/6/15 Yes Size up support teams based on locations 2/15/15 No Start cross training staff 2/15/15 No Request agency network connections 2/15/15 No Meet with HR to ensure career ladder and staff structure is correct 3/31/15 No West, North & South of Cap Dist Create geographic assignment groups in service now 1/26/15 Yes Start formation and documentation of current process 2/6/15 Yes Meet with HR to start background checks 2/6/15 Yes Size up support teams based on locations 2/15/15 No Start cross training staff 2/15/15 No Request agency network connections 2/15/15 No Meet with HR to ensure career ladder and staff structure is correct 3/31/15 No 71% 29% 0% Not Started In Progress Completed Region NYC 71% 29% 0% Not Started In Progress Completed Mid-Hudson &LI 57%29% 14% Not Started In Progress Completed West, North & South of Cap Dist Regional Support Milestone Tracking
10. 10. June 27, 2015 10 Creation of the After Hours Service Desk Support: (RFP / See Next Slide) RFP Kickoff Meeting 12-30-14 - Completed Draft RFP content finalized target date of 2-6-2015 RFP assembled with OGS target date of 2-13-2015 Evaluation plan to be completed target date of 2-20-2015 RFP release target date 3-16-2015 Award date target 8-2015 Virtual Meetings Support Team Assembling a Virtual Meeting Team to provide equipment support on a statewide basis This includes Video Conferencing, Webx and IM Manager named is LW from PSC Work In Progress
11. 11. June 27, 2015 11 Status of RFP Process Target Dates Not Started In Progress Completed After Hours Desk Support Processes RFP Kick off meeting December 30, 2014 Completed DRAFT RFP content Finalized February 6, 2015 In Progress RFP Assembled with OGS February 13, 2015 Not Started Evaluation Plan Completed February 20, 2015 Not Started Targeted RFP Release Date March 16, 2015 Not Started Targeted RFP Award Date August 31, 2015 Not Started 67% 16% 17% Not Started In Progress Completed After Hours Desk Support (RFP) Milestone Dates and Status Milestone Status Legend Not Started In Progress Completed
12. 12. June 27, 2015 12 Establish a standardize SEV1 process, reduce SEV1 tickets (more clarity on the criteria for a SEV1 mission critical apps or infrastructure) and set an SLA of 4 hour to restore services. A Critical Conference Bridges (CCB) is required for all P1s A Senior Level Manager is assigned to drive the issue to resolution Since the start of the new process on November 10, 2014: 91 P1s opened (compared to 243 In Sept & Oct) Average time to restore = 19.72 hours (compared to 57.19) SEV1 Process Improvement
13. 13. June 27, 2015 13 Project Risks & Issues Co-location of service desk / EUS staff in order to provide cross training, team building and staff management is a critical piece of the project. Space to house staff is a challenge as well as travel, background and security checks. All of the issues are solvable but require collaboration from other ITS business units such as Human Resources, Employee Relations, Facilities, Legal and Finance.
14. 14. June 27, 2015 14 The consolidation efforts have brought to light the inconsistencies in the Civil Service Job Titles (four different grades 12,14, 18 and 23 within the same title series) and corresponding job assignments are not aligned. Task matrix by grade level has been completed and approved by Human resources. This will be used as a guide for service desks managers. Project Risks & Issues
15. 15. June 27, 2015 15 The migration to the standard VoIP offering has eliminated the management reporting and call tracking capabilities the Service Desks had with CapNet. The Service Desk Managers used these reports to monitor incoming call volumes, evaluate/adjust staffing levels accordingly and monitor overall performance. There is an immediate dependency on identifying and establishing a workable solution. The team had started working on implementing the Cisco Call Management solution and was redirected to evaluate the Cloud based solutions. A procurement is underway. Project Risks & Issues