ARS REE Administrative Portal Modernization: Overview of the New Portal Karen Brindle Deputy Director for Accountability and Organizational Performance Eastern Business Service Center Administrative & Financial Management Agricultural Research Service 13-14 NOV 2013
Overview of the New PortalBackground • The current AFM Customer Service Portal is a custom application built on the MS SharePoint 10 platform. • The Office of the Chief Information Officer currently manages the portal on behalf of AFM. • An outside service contract, FutureNet, provided maintenance support and enhancement services through the end of FY13. • The current portal has varying levels of utilization by customers and business service center employees.
Overview of the New PortalThe Challenge We worked through challenges with the Portal Version 3.0 as we came to the end of FY13: • Implications of contract for development and support ending • Alternatives • Considerations
Overview of the New PortalThe Solution AFM has finalized an Interagency Agreement with USDA WCTS – Washington Communications and Technology Services – for the development of the AFM Customer Service Portal on the Salesforce ‘Force.com’ platform. The new portal will have several improvements: • Cloud-based application with expected lower maintenance and operating costs • Access through eAuthentication, allowing for better document security • Built-in dashboard and performance analytics tools • Simpler and more intuitive work request & service delivery tracking functionality
Overview of the New PortalPriority System Features • Work Request and Service Delivery Tracking • Service Request Entry • Service Request Assignment • Service Request Tracking • Service Request Closeout • Customer Satisfaction Feedback Loop • External Links • Data Analytics • Mobile Device Support • Service Team Collaboration Sites • Role-based Document Sharing and Collaboration • Process Automation • Workflow Management • Workflow, Form and Data Integration
Overview of the New PortalTimeline The new portal development project kicked off on 12 September. Completion and production release of the new customer interface is tentatively scheduled for March 2014, due to delays incurred by the furlough.
Overview of the New PortalWhere We Are Today • Iteration 1 Business Line: Information Technology • Current Project Status • Questions? For further information, please contact Karen Brindle at firstname.lastname@example.org.