Equipment reservation system an online success story
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Equipment Reservation System An Online Success Story. By: Michael T. Smith Raytheon Intelligence and Information Systems [email protected] Mike Gerber NWS, Office of Climate, Water, and Weather Services [email protected] Borrowing Shared Computer Equipment. Traditional

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Equipment Reservation SystemAn Online Success Story

By: Michael T. Smith

Raytheon Intelligence and Information Systems

[email protected]

Mike Gerber

NWS, Office of Climate, Water, and Weather Services

[email protected]


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Borrowing Shared Computer Equipment

Traditional

Property

Management

Online

Reservation

System

E-Gov


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Four Categories of E-GovHarvard Business Review, Michael Hammer

  • E-Gov Information

  • E-Gov Automation

  • E-Gov Reengineering

  • I-Gov Innovation – Novel use of information that technology makes possible


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Getting to I-Gov Innovation

}

Customer focus

Move beyond old way of doing business

Enable improvements with technology to ensure

sustainable results

Provide actionable information

Define

Measure

Analyze

Improve

Control


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Traditional Way

Paper forms/logs

Availability?

Visit Sys Admin

Unreliable delivery

Equipment Reservation System

Online, pre-populated, pushed

Browse available inventory

On demand

Scheduled pickup or delivery

Computer Equipment Loans Transformed





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Notification Pushed to Admin

- Nag notices follow as date approaches


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System Usage(since July 2004)

303 Loans to 47 employees

}


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Performance Measures

What quality of change/effect did we effect on our customers?

37% of OCWWS employees served

94% Say very important or important to getting their job done

94% Overall customer satisfaction


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Customer Testimonials

Positive:

“I am grateful the system is so easy to use.”

“The online Equipment Reservation System is great.”

“This system is a vast improvement over the old system which depended upon individual effort and a lot of time to make the arrangements. It basically depended upon "connections" and sometimes those outside of OCWWS. The creator and developer of this system deserve an award!”

“…glad to be able to get the wireless cards when I need them.”

Opportunity for improvement:

“...frequently…a particular piece of equipment that I need is already checked out… wireless cards. This forces me into paying for Internet service at a hotel, spending an inordinate amount of my personal time in the evenings on dialup service, or just being unresponsive to NWS and customer emails.”

“It would be nice to see a calendar of when equipment IS available.”


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Actionable Information

Wireless cards unavailable 33% of the time

  • Calculate optimal # cards

  • Analyze reservation request patterns

    Actions

  • Increase card/employee ratio from 1/25 to 1/17 (7 cards)

  • Consider adding reservation calendar


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Shared Wireless Cards ROI

Annual costs:

29 Cards (w/o sharing) = $24,360

5 Shared cards (actual) = $4,200

7 Shared cards (optimal) = $5,880

Return on Investment (ROI):

Actual = $20,160/yr, Optimal = $18,480/yr

Increased productivity and morale


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Recommendations

Reservation System

  • Greater adoption to maximize NOAA’s ROI

  • More re-engineering and innovation

    Innovation in other Areas

  • Telework

  • Transportation subsidies

  • StormReady

  • Admin and program areas


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Final Thoughts

Create innovative solutions that provide customer value and help meet NOAA’s mission

Technology is not the solution, but the enabler of customer focused business strategies which result in the solution!


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