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Request Management System (RMS) Overview. March 14, 2013. Russell Quattlebaum [email protected] · 501.614.3520. Agenda. Purpose and Benefits of a Request Management System Customer Engagement Process Using the RMS Keys to Successful Engagements. Purpose & Benefits of RMS. Purpose:

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Presentation Transcript
agenda
Agenda
  • Purpose and Benefits of a Request Management System
  • Customer Engagement Process
  • Using the RMS
  • Keys to Successful Engagements
purpose benefits of rms
Purpose & Benefits of RMS
  • Purpose:
    • Consistency in engagement with stakeholders
    • Documentation of stakeholder inquiries and SPP responses
    • Tracking of stakeholder inquiries and internal process to respond (with SLAs)
    • Increase accountability
  • Benefits:
    • Reduced confusion and frustration internally
    • Improved response times
    • Manage expectations of stakeholders
    • Improved communication with stakeholders
    • Coordination of Working Group tasks and actions
slide4

Acknowledge Request

Customer Care & Engagement Process

Settlement Disputes

Customer

Inquiry

WG Action Item

Workstream

Inquiry

slide5

SPP’s Customer Care & Engagement Process

WG Action Item

  • Acknowledge Request
  • Done automatically within the tool
  • Request states Service Level Agreement (SLA) in place:
    • 2 months for Working Group action item
    • 3 months for Joint Working Group action item
slide6

SPP’s Customer Care & Engagement Process

WG Action Item

  • Assign Request:
  • Auto-assigned when ‘Quick Pick’ is utilized
  • Working Group Secretary determines path to resolution
    • Research / Respond
    • Assign to SME
    • Schedule internal meeting
    • Consult governing documents
    • Consult another department
slide10

SPP’s Customer Care & Engagement Process

WG Action Item

  • Determine Response
  • Working Group Secretary may pick from list of Tasks, or create Tasks
  • WG Secretary validates response
slide14

E-mail Notification to SME with assigned Task

. . . and Notification on RMS Home Page

slide16

SPP’s Customer Care & Engagement Process

WG Action Item

  • Fulfill Request
  • Assignee documents resolution of Request and sends ‘public’ note to submitter
  • Assignees document Labor Hours in ticket
slide21

Acknowledge Request

Customer Care & Engagement Process

Settlement Disputes

Customer

Inquiry

WG Action Item

Workstream

Inquiry

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