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Request Management System (RMS) Overview. March 14, 2013. Russell Quattlebaum rquattlebaum@spp.com · 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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Request management system rms overview

Request Management System (RMS) Overview

March 14, 2013

Russell Quattlebaumrquattlebaum@spp.com · 501.614.3520


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


Request management system rms overview

Acknowledge Request

Customer Care & Engagement Process

Settlement Disputes

Customer

Inquiry

WG Action Item

Workstream

Inquiry


Request management system rms overview

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


Request management system rms overview

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





Request management system rms overview

SPP’s Customer Care & Engagement Process Assignment

WG Action Item

  • Determine Response

  • Working Group Secretary may pick from list of Tasks, or create Tasks

  • WG Secretary validates response





Request management system rms overview

E-mail Notification to SME with assigned Task Assignment

. . . and Notification on RMS Home Page



Request management system rms overview

SPP’s Customer Care & Engagement Process Assignment

WG Action Item

  • Fulfill Request

  • Assignee documents resolution of Request and sends ‘public’ note to submitter

  • Assignees document Labor Hours in ticket






Request management system rms overview

Acknowledge Request Assignment

Customer Care & Engagement Process

Settlement Disputes

Customer

Inquiry

WG Action Item

Workstream

Inquiry