IT Service Excellence Committee(ITSEC)Feb. 23rd Meeting Feb. 23, 2011
Organizational news • Kevin Martin’s new role • CCIO & CCOO Update • Implications for work of this committee 4
COMiT Governance Board • Observations: • COMiT was Originally Designed a built for ITD in support of Enterprise Processes with an eye toward extending to other Secretariats • Currently 3 Secretariats are actively working with ITD to potentially implement COMiT • Housing and Economic Development • Executive Office of Education • Public Safety • Opportunity: • To ensure all adopters of COMiT have the ability to participate in setting the direction of the application a steering committee has been proposed • This group would prioritize the current (46) requests and add/modify others as appropriate • Proposed Plan: • Once funding is secured for additional development of COMiT the Steering Committee will be established and representatives from the 3 listed Secretariats would be identified • Other Secretariats will be added to the Steering Committee as part of their implementation planning/rollout 5
ISB Update • Summarized work of ITSEC • Highlighted our collective focus and passion about Customer Excellence • Key Terms & Definitions, Highlighted our IM Model; showed a sample of our KPI Reporting • Reviewed our Roadmap; Wiki Presence • IM Categorization • LOB/SLO Reporting • Customer Services Training Program • End to end service model • COMiT Chargeback • FY12 cost will be covered in ITD overhead • ~400k, $72K hosting, $280k Staff, $50k Software • FY13 Memo Billing of Secretariats • FY14 start actual billing based on metrics that were collected in FY12 and FY13. • Overall ISB Feedback positive 7
Customer Service Training • Developing Customer Service Training class (“Making a lasting impression”) for interested ITSEC Leaders to elect for their Helpdesk teams • Joint meeting held with ITSEC leaders and DOR- 2/4 • Based on existing DOR class offering; Target: April timeframe ( 4 classes) • Comptroller’s Office, EOE, EEA, LWD, ITD (approx. 80 total) • EHS Utilizing internal Customer Service Training program (approx. 50 Total) • Define content which will be helpful to ITSEC’s agenda • Provided slides to Chuck Murphy ( See appendix) • Follow-up meeting scheduled for 3/16 • DOR looking for decision on proposed dates (see next slide) 11
Boston and Chelsea Possible Training dates & Locations for Customer Service Training class** ** Recommended dates in red
Incident Classification Model • Work Done to date • Rec’d and collated existing Incident Classification lists from members (some of this data is dated) • Mapped those lists into our draft classification model • Key questions: • Is our model complete – are everyone’s needs covered ? • Are there aspects of any Sec’s classifications that are fundamentally different • I.e. HED for example embeds Agency Id in multiple classifications • Also noted that many of the classifications have evolved over time and reveal inconsistencies and redundancies • Is it possible (without asking folks to do any additional work ) to produce a common report based on our proposed model ?
ITSEC - Draft Incident Categorization Model Mass.Gov IT Services Applications Network & Data Svcs Backup & Recovery Network NNMIS Assistive Technology DataBase Hosting Messaging (Exchange, etc) Storage Virtual Gateway Telecom MMARS CIW GRANT MGT Mass.Gov Messaging MassGIS HRCMS Hosting Nutrition Waste Clean-up., Etc. Virtualized Hosting Co-Location Disaster Recovery Linux/Unix Hosting Desktop/LAN Services Mainframe Windows Hosting Group Policies in AD; Mailbx & AD user accounts PC,Laptop, Mobile device support; AV equipment LAN & desktop srvs & VPN Integration Svcs Content Mgt Svcs /Intranet- Internet File & Print Services SAI Services Commbridge Video s/u, mobile loaners, wireless Secure File Email Delivery Centralized Account Mgt Print & Mail Svcs Security Services Support Services Central/Chelsea Mail Risk Assessment Cert Mgmt Production Scheduling Print Svs/ View Direct UAID Firewall Protection Incident/Change Mgt VPN Vulnerability Assmt PMO & Procurement Password Reset Other (Loss Cards, Equipment, etc)
Next Meeting - Topics • Sharing of Survey Results • Finalize our End to End model • Other ? • Scheduled meeting is next Thursday
Making a LASTING Impression Professional Customer Service Training Instructor: Chuck Murphy - ETD
Course Goal The goal of this course is to help participants of EEA, EOE, LWD, OSC & ITD interact with their IT customers, both internal and external, with the objective of delivering exceptional customer service.
Key Considerations from an Agency and ITD perspective • Agency Ownership -Helpdesk et al: • Respectful & responsive • Understand issue & impact • Exhaust local resources as appropriate • Rapidly restore/escalate • Quickly Communicate to ITD enterprise issues • Communicate to end users • Identify recurring problem areas • ITD Ownership- CommonHelp: • Respectful & responsive • Understand business issue/impact/prioritize • Rapidly restore service or escalate issue • Communicate, Communicate, • Communicate ! • Co-ordinate across internal ITD groups • Maintain accurate ticket info • Continual improvement so as to maintain a reputation of being “problem solvers”
Our Customers • EEA • External end users of our permitting sites, doing reporting activity, etc • Internal users with EEA applications, networking, etc. issues • Environmental Police-critical need for related information • OSC • Primarily internal MMARS users across Commonwealth • Suppliers using our Vendor Payment Web site; tracking, 1099s, etc. • EOLWD • Career Counseling Centers (External Providers of) • Internal Dept’s: DOI, DWD, etc
Our Customers (con’t) • ITD • Provides technology solutions and services to support over 125 Commonwealth agencies and public authorities. • The CommonHelp Service Desk phone staffed 24 hours a day 365 days/yr • A Duty Manager is on-call after business hours and holidays to facilitate Enterprise Critical Outages and handle customer escalations. • EOE
Sponsor: Commonwealth IT Service Excellence Committee • Charter: • Ensure Business is being served by IT, and that customers understand and are satisfied by the IT Service experience • Focus on delivery of outstanding IT Service and support to our customers • Set Goals and measurable objectives • 3 Year Roadmap focus: • Year 1: Incident Management, SLO Reporting and Pilot Enterprise Service Delivery Tool; Establish Culture of Service Excellence • Year 2: Change Mgt; Enterprise SD Tool for Secretariats • Year 3: Single Metrics Reporting Framework
Committee Membership • Expectations of Service Excellence Committee members: • Responsible for championing Commonwealth Service Excellence initiatives across secretariat • Authority and capacity to drive agreed upon committee policies and procedures throughout each Secretariat • Fully participate in committee meetings on a consistent basis and provide timely, required reporting • Wiki Link • _________________________________________________________________________ • Donna Perchase, EHSJacquie Doherty, EEANicholas Obodo, DOITom Blair, DOEDennis McEvoy, ANFBooker Crawford, John Charlton and Tom Arcand, MassDOTGerald Comeau, LWD • Timothy Mitchell- EPSKevin Martin (Chair), Ron Thompson, Emmet Millett and Tom Esposito, ITD