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Work Request Process Improvement & VITA Service Catalog AITR Briefing April 15, 2010 Improve the Customer Experience www.vita.virginia.gov 1 Status – Work Request Processes Prior months’ activities Analyzed Process of Initiation of Request Breaking the logjam of the current backlog

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work request process improvement vita service catalog

Work Request Process Improvement & VITA Service Catalog

AITR Briefing

April 15, 2010

Improve the Customer Experience

www.vita.virginia.gov

1

status work request processes
Status – Work Request Processes
  • Prior months’ activities
    • Analyzed Process of Initiation of Request
    • Breaking the logjam of the current backlog
    • Monitoring new requests for adequacy of requirements
  • Current Focus – Work Orders and Processes
    • Standardizing work orders
      • Managed Router 128kbps (ABC Stores) – complete
      • Managed Router (other capacity) – in process
      • Wireless LAN – in process
      • Software Distribution – in process
    • New Processes Documented
      • Complete a Revised Initial Request Form
        • We will be asking the agencies to actively participate in initiating the RFS
      • New Critical Work Request process drafted
  • Future Focus
    • Continue standard work order development and establish revised “Design and Build” work order process
    • Migrate standard work orders to a customer facing catalog
plan for the vita service catalog
Plan for the VITA Service Catalog
  • Collect all VITA services into one customer-facing Catalog
  • Define a limited number of customer order paths and promote services to simplest path possible
  • Build the VITA Catalog in an intuitive Shopping Cart format
  • Utilize eVA for requisition
    • Short-term: Static Catalog
    • Target: PunchOut catalog option
customer view of vita catalog

CATALOG

Customer View of VITA Catalog

REQUISITION

PUNCHOUT AND RETURN

ORDER

eVA users

RESEARCH/PLANNING/SOW

eVA users

Agency Management

Other eligible customers

status catalog project
Status – Catalog Project
  • Project Approved for Planning (non-Major)
  • Project on Parallel Tracks
    • Content Development
      • Kicked off with Infrastructure SME (Operations) and EAD
      • Content development underway
    • eVA Static Catalog (thought to be the quick solution)
      • Loaded desktop, laptop, tablet, network printer services in eVA’s UAT environment
      • Only 3 out of 26 had defined prices
    • VITA Catalog Application (eVA PunchOut)
      • Requirements development nearing completion
      • Looking at VITA’s Web Content Management vendor as possible provider of shopping cart development tools
full vita catalog will have more
Full VITA Catalog will have more….

Catalog Content Development Database displayed

as a proxy

slide8

Catalog Interfaces and Paths – Use Cases

1

2

3

Defined Pricing

Including Defined Price Work Orders

PO

WORKFLOW

P2P quote needed

PO

WORKFLOW

Telecom Defined Price

Defined Price Service or Work Order

TSR Process Link

No shopping cart / No eVA

slide9

Catalog Interfaces and Paths – Use Cases

PO

4

5

6

Work Order

Undefined Price

TBD@vita.virginia.gov

(Tom Nikles)

Work

Order*

w/ Prices

Added

TSR Process Link

No shopping cart / No eVA

PO

Design and Build

CSL

->RFS Process

SOW*

&

Quote

TSR Process Link

No shopping cart / No eVA

3rd Party IT Contract

3rd Party

Quote

PO

TSR Process Link

No shopping cart / No eVA

* SOW/Work Orders for telecommunications solutions will need to be returned with TSR form for submission.

background

Background

Optional Slides

customer order paths promote to efficient path

P2P

well-defined

product/service

order

VITA

eVA

PO

PROMOTE

Needs Price Quote

SOW Defined

VITA

eVA

VITA

VITA

CSL

Quote

PO

Service Request

Design and Build

CATALOG

Designers

Architects

Contracts

Subs

VITA

CSL

NG

Other

Vendors

NG

Other

Vendors

NG

Other

Vendors

NG

Other

Vendors

NG

Other

Vendors

VITA

eVA

VITA

SOW

with Quote

PO

Customer Order Paths – Promote to Efficient Path
eva catalog options
eVA Catalog Options

eVA offers two catalog options in addition to non-catalog requisitions

  • Static Catalog
    • Spreadsheet-like list of vendor’s product
    • Limited in ability to handle complex services with bundled options/features
  • PunchOut Catalog(hosted on vendor’s site)
    • Requires vendor to have “Shopping Cart” web-site with Ariba standard interface to send data back to eVA
    • Provides vendor the opportunity to bundle products and features into a complete service offering
    • Brings back the product/service/bundle into eVA
    • Guides customer to the right process