Equipment Reservation System An Online Success Story

1
Equipment Reservation SystemAn Online Success
Story

• By Michael T. Smith
• Raytheon Intelligence and Information Systems
• Michael.T.Smith_at_noaa.gov
• Mike Gerber
• NWS, Office of Climate, Water, and Weather
  Services
• Mike.Gerber_at_noaa.gov

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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

Define Measure Analyze Improve Control

• Customer focus
• Move beyond old way of doing business
• Enable improvements with technology to ensure
• sustainable results
• Provide actionable information

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Computer Equipment Loans Transformed

• 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

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Demonstration
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Confirmation Email
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Property Pass Pushed to Customer
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(No Transcript)
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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

53 Verizon Wireless Cards 18 Laptop Computers 15 Projectors 12 Flash Memory Drives 1 DVD Writer 89 Presentations/Conferences 61 Telework 56 General Travel
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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

Customer Satisfaction Traditional Reservation System
Ease of Use 17 100
Reliability 36 89
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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
• ...frequentlya 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 NOAAs 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 NOAAs mission
• Technology is not the solution, but the enabler
  of customer focused business strategies which
  result in the solution!