ASA Template Training

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FY03 ORS Performance Management Manage
Information Technology Team Members Charlie
Jones, Ben Ashtiani, Denny Bermudez, La'Tanya
Burton, Ron Edwards, Robert Golshan, and Gail
Williams January 9, 2004
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Overview

• PMP Template
• Value proposition and strategy
• Performance objectives and measures
• Customer Perspective Critical Measures
• Customer Survey Scores
• Internal Business Process Perspective Critical
  Measures
• IB1.2 No. of service requests tickets by all
  types
• IB2.1 of non-desktop Service support handled by
  Infrastructure App. Dev groups
• Learning and Growth Critical Measures
• First contact resolution rate
• of Service request tickets by type problem
• Financial Perspective Critical Measures
• F2.1 Service requests ratio phone/email
• F2.2 rate comparison for network support
• Conclusions and Actions

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(No Transcript)
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Performance Plan for FY 04 - 05
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Performance Objectives Strategy Mapping
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Strategy Mapping Conclusions

• We concluded that IB1. Understanding our
  customers needs was the most critical objective
  in our plan to reach C3. Increase Customer
  Satisfaction.
• Strategy Map Analysis
• We can achieve our customer goal (C1.) Increased
  satisfaction if we focus on meeting (IB1.)
  Understand our customers needs. Reaching this
  goal will depend on our achieving (L1.) Improving
  our customer relationship and care skills.

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Customer PerspectiveCritical Measure C1.1, C2.1
C3.1 Customer Survey
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Survey Distribution
FY04 Administration Number of surveys
distributed 1,522 Number of respondents
443 Response rate 29 229
respondents made comments (48) on the survey
Note Number distributed based on count of
emails in the ORS and ORS global email list as of
November 2003.
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Who are you?
Total N 443 ORF N 131 ORS N 302
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What kind of IT services did you use in FY03?
Note Multiple responses allowed.
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FY03 IT Services Satisfaction Ratings Compared to
ORS Overall
Unsatisfactory
Outstanding
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Cost Satisfaction RatingFrequency by Rating
N 443 Mean 7.61 Median 8
Note Graph shows the distribution of responses
by ratings selected.
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Quality Satisfaction RatingFrequency by Rating
N 443 Mean 7.72 Median 8
Note Graph shows the distribution of responses
by ratings selected.
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Timeliness Satisfaction RatingFrequency by Rating
N 443 Mean 7.50 Median 8
Note Graph shows the distribution of responses
by ratings selected.
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Reliability Satisfaction RatingFrequency by
Rating
N 443 Mean 7.71 Median 8
Note Graph shows the distribution of responses
by ratings selected.
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Availability Satisfaction RatingFrequency by
Rating
N 443 Mean 7.73 Median 8
Note Graph shows the distribution of responses
by ratings selected.
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Responsiveness Satisfaction RatingFrequency by
Rating
N 443 Mean 7.67 Median 8
Note Graph shows the distribution of responses
by ratings selected.
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Convenience Satisfaction RatingFrequency by
Rating
N 443 Mean 7.61 Median 8
Note Graph shows the distribution of responses
by ratings selected.
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Competence Satisfaction RatingFrequency by Rating
N 443 Mean 7.79 Median 8
Note Graph shows the distribution of responses
by ratings selected.
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Handling of Problems Satisfaction
RatingFrequency by Rating
N 443 Mean 7.66 Median 8
Note Graph shows the distribution of responses
by ratings selected.
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Estimated Satisfaction Scores Based on Types of
Services Used
Note Multiple responses allowed.
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What did the customer data tell us?What actions
do we plan to take?

• Pointed out areas where we need to address better
  delivery of ITB services
• Demonstrated the relation between knowing
  customer needs and being able to quickly resolve
  problems
• Feedback will be input for us to plan
• - more hands on training of staff for problem
  resolution
• - more lessons learned exchange of
  information sessions

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Internal Business Processes PerspectiveCritical
Measures IB1.2 IB2.1
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Objective - IB1. Improve understanding of
customer needsMeasure - IB1.2. No. of service
requests tickets by all type
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Objective - B1. Improve Transformation of
Business requirements into solutionsMeasure -
IB2.1. of non-desktop Service Support handled
by Infrastructure and Application Development
Groups
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What did the internal business process data tell
us?What actions do we plan to take?

1. Identify the common problems and requests
2. Sets standards for our staff and contractors
3. Where our training and preparation should be
   focused based on the incoming requests
4. The ability of our staff to meet the specialized
   business needs infrastructure and application
   support groups
5. Shows the trends of types of IT problems and
   needs
6. Move resources based on service requests
7. Use input for vendor training guidance and to
   plan for PBSC contracts of the future

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Learning and Growth PerspectiveCritical
Measures L1.2 L2.2
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Objective L1. Improve Customer relationship and
care skillsMeasure L1.2. First Contact
Resolution Rate
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Objective L2. - Improve Institutional knowledge
of customers businessMeasure L2.2. Request
problem tickets as "problem" type
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What did the L G data tell us?What actions do
we plan to take?

1. Are we prepared to solve the problem immediately
2. We need to anticipate the types of calls and
   general queries
3. We may or may not have consistent responses to
   the same common problems or requests
4. We may have insufficient mix of staff for types
   of service requirements too much call desk not
   enough infrastructure help
5. Examine the data and make action plans monthly
   based on the conclusions
6. Establish individual development plans that
   ensure we maintain competencies required to meet
   the needs identified in the data analysis

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Financial PerspectiveCritical Measures F2.1
F2.1
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FY 03 Ratio 51
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Insert the for networking comparison chart
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What did the Financial data tell us?What actions
do we plan to take?

• Industry standards demonstrate significant cost
  savings from handling Service requests of all
  types by using web based fulfillment
  technology . Our ratio of 5 means that five times
  more contacts for service or questions or general
  queries come to us by phone. Phone call service
  can be as high as 10 to 30 per call. Web based
  self serve solutions average 1.17
• A major self service web fullfillment initiative
  is needed.

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Conclusions from PMP

• The community relies on us for a one stop shop
  experience for total IT help
• We have to be prepared to handle over 10,000
  service requests and queries per year while
  maintaining high customer relationship standards
• Our costs for service are excellent on a total
  census wide basis but we bear a big expense in
  using phone service rather than web based
  methods.
• Key Initiatives
• Implement web based service fulfillment
• Analyze our cost by service performed to
  determine effective unit costs
• Start preparing for conversion to PBSCs for IT
• Develop training and development plans to
  encourage competency sustainment for the future

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Appendix 1 - Survey Comments
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Reviewing Comments

• Realize comments are qualitative data and are not
  meant to be counted and tallied
• Comments provide a different type of information
  from your customers regarding their satisfaction
• Comments are NOT representative of the
  perceptions of all your customers
• Review them but dont over react to an individual
  comment
• Comments are a great source for ideas on how to
  improve

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What was done particularly well?

• Help Desk have always addressed my questions and
  issues in a timely manner.
• IT provided quick service, they transferred my
  files to my new computer in timely manner and
  walk me through questions I had regarding error
  that my computer was experiencing.
• Very nice on the phone- and the messages I left
  were returned in a timely manner.
• The help desk is outstanding. Always a fast
  response and has competence to solve problems.
• Problem Solved in a timely manner, thanks
• when i had network problems the help desk was
  responsive and satisfactory.
• The Time to get back on revealing passwords was
  good.
• The ORS IT staff has become very familiar with
  our own customized software product and
  understands the interactions with network.
• I appreciated the support of getting my computer
  back on line when my hard drive crashed

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What was done particularly well? (cont.)

• Help Desk have always addressed my questions and
  issues in a timely manner.
• Problem resolved when IT personnel shows up
• They handle problems in a timely fashion.
• Replaced failed Hard drive on my PC within 2
  days. Excellent Service.
• Support and maintenance of our web page was
  well-done. Good response to our requests for
  revisions by Scott Stewart.
• Service personnel responded promptly and were
  very courteous.
• Jorje resolved the problem over the phone. When
  he didn't have the "fix" to a particular problem,
  he went, sought out the info and then resolved
  the problem--all inside of a short amount of
  time.
• They seem to be knowledgeable and they alway
  solved my computer problems.
• The Help Desk support was normally very quick to
  respond, and followed up to make sure everything
  was okay after they had resolved the problem.
• I didn't have access due to a mistake on my part
  and HELP desk squared the problem away

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What was done particularly well? (cont.)

• Personnel is always polite and courteous.
• CAME QUICKLY
• Customized application- Web-based CSS CAS file
  prep - very responsive
• Taking care of my computer problems were handled
  very well
• I HAVE BEEN VERY PLEASED WITH THEIR WORK. I DID
  NOT HAVE TO WAIT VERY LONG FOR THIS TO BE DONE
  FOR ME. I AM VERY HAPPY THAT IT WAS SETUP AS
  QUICK AS IT WAS. I HAVE BEEN THANKFUL FOR THE
  FAST SERVICE I HAD WITH THIS QUICK RESPONSE FROM
  THE IT SUPPORT CE
• Quick response
• Being clear and concise when resolving my problem
  over the phone and with e-mail.
• Service was prompt overall seemed to work well
  when the help desk was contacted. Individuals
  were highly knowledgeable about IT issues and
  were able to diagnose fix without undue delay.
• Answered phone immediately and told me what they
  were doing while I waited on the phone.

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What was done particularly well? (cont.)

• Personnel is always polite and courteous.
• The service providers are friendly and
  knowledgeable.
• The staff I dealt with were very courteous.
• Convenient, responsive
• Problems were handled efficiently and with
  minimal disruption to my work.
• Usually fast and friendly service was provided.
  
  
  
  
  
• Response was quick. Staff was friendly and
  helpful
  
  
  
  
• Help desk support!
  
  
  
  
  
• all work and questions were done and answered.
• Fast response. Careful attention to problem.
• Great assistance with new computer and printer
  setup, including new ways to make older
  applications work. Most experience with Jon
  Sweeney and Jason Bassett. Both gave outstanding
  service.
  
  
  
  

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What was done particularly well? (cont.)

• Excellent communications with the customer
  relating to response time and understanding the
  issue on hand.
  
  
  
• Willingness to do site visits when necessary!
  
  
  
  
  
• Updated software was installed on my computer in
  a timely fashion.
  
  
  
  
• Help desk employees were responsive to problems
  and helped to deal with them quickly.
  
  
  
  
• Good and timely service provided.
• VERY HELPFUL AND POLITE
  
  
  
  
  
• network security (automated patch download and
  installation) seems very good - computers are
  protected with minimal user intervention
  
  
  
• Support staff always came out in a reasonable
  amount of time to handle problems.
• You've all been wanderful so far
• Thank you
  
  
  
  
• When I had problems, they got back to me quickly
  and finished the job.

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What was done particularly well? (cont.)

• Persistence to solve problem and follow through.
• very supportive and helpful
• GREAT SERVICEE AND VERY PROMPT
• I've only use the IT support service twice or
  maybe three times at the most and each time the
  service and was great.
  
  
  
• Ability to give you confidence that they will be
  able to solve the computer or networking problem
• Thank you
• Quick response and knowledgeable staff
• Very prompt and helpful.
• On site needs were met in a very timely manner.
  
  
  
  
  
• Answering each request expeditiously and
  efficiently.
• Diagnosing the problem and resolving it quickly
• I was very happy with the service.

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What was done particularly well? (cont.)

• Persistence to solve problem and follow through.
• I phoned the help desk with a problem. Within 15
  minutes I had a call back and 20 minutes later
  the problem was resolved.
  
  
  
• The know-how excellent
  
  
  
  
  
• Agents have always displayed a "Can Do Now" and
  "stick to it until done" attitude.
• responding in a timely manner.
• they responded to my problem promptly.
  
  
  
  
  
• responsive is great.
• NIH has great workers and I was honored to have
  this guy from the help desk come to help me with
  the problems with my computer, thanks.
• Responsivness to problems
  
  
  
  
  
• unfailing courtesy and prompt response
• The professionalism and competence of the staff.

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What was done particularly well? (cont.)

• Excellent Customer Service.
• Response was excellent on any problems
• when my hard drive crashed primarily because of
  the age of my machine someone was there to
  replace it with one day.
  
  
  
• The help desk technicians were very responsible
  and friendly.
  
  
  
  
• Technicians were very knowledgeable. Didn't take
  a lot of time. Very courteous.
• I received good service from the help desk.
• I think the desk help did the outstanding job. I
  am deaf and did not have any plm communicating
  with people from desk help. It's terrific! -)
• The CIT representatives were very knowledgeable
  and intellengent and answered all my questions.
• Responsive and easy to work with
• Responsiveness, quality and timeliness
• quick response

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What was done particularly well? (cont.)

• The response to virus infection with patches for
  my laptop was excellent. However, multiple
  infections occurred requiring multiple patches. .
• When called upon to clarify the use of certain
  problems involving use of the computer the Help
  Desk response is timely and thorough.
• The support received is first rate. No
  improvement is necessary to meet the SAFB needs.
• Can't think of any improvements. They are
  Outstanding!
• Response was immediate and the solution
  appropriate for the issue.

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Access Compliment Comments

• It is good that a technician can access my
  computer from his/her workstation.
• Getting access to the customer "computer" from
  the central service and solving the problem by
  working with the customer.
• Techs were very friendly...I loved their ability
  to take control of my machine and solve problems.
  
• On-line handling of problems, where IT took
  control of my PC to address a machine or LAN
  problem, were very prompt and effective!
• With IT having the capability to resolve problems
  remotely by taking control of the PC while being
  on the phone with the person is an excellent
  service as there is minimal disruption.

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Special Mention Comments

• I have had excellent service from Caroyln and the
  rest of the staff.
• Jason and Benaiah have been very helpful in
  soving problems from the help desk.
• Jason and Benaiah are always very helpful and
  will to work through a problem until it is
  resolved
• There are some help Desk people who do such
  excellent service, that we will never be
  satisfied with anyone else -- Our office got
  exceptional service from Jon Sweeney and Jason
  Bassett, in particular
• The help desk person Jason was very polite and
  professional when he helped me on removing one of
  virus from my machine. He responded my question
  very quick, and always asked my permission before
  he did anything. Very impressive! -Min
• Diane O'Neill has provided outstanding support to
  the Division of Public Safety and Division of
  Travel and Transportation over the past several
  year.
• Knowledgeable, competent help. Most importantly,
  Jon Sweeney followed up with me to be certain
  that things were working as expected. He was
  really on top of the matter and I truly
  appreciated his commitment to my case.
• Comments relate to the 2 people who worked in
  building 13, 2nd floor, Brian and Juan.
• cody needs to work on my desktop

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Conditional Praise Comments

• Once I got a supervisor involved, my service went
  well.
• they are very prompt to your calls and basically
  very good, however I did receive several
  technicians that were not knowledgeable of some
  of NIH software packages. I understand that they
  are contractors so I try to be patient with them.
  Overall service
• Sometimes I have dealt with some very competent,
  tenacious, problem-solving people. Had a lot of
  confidence.
• When I finally reached them they fixed my problem
  immediately. My problem related to my e-mail. I
  had too many e-mail accounts because I worked on
  several installations and several institutes.
  They cleared that up for me.
• The next response to correct my computers problem
  which was found to be blocked had a fast response
  and correction time.
• eventually the problem was resolved
• For routine problems of PC applications

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Conditional Praise Comments (cont.)

• 90 of the time, techs are competent, glad to
  help, and follow through.
• When IT support is on hand for computer web based
  problems and they are on site they always take
  care of all of our problems
• When.... the tech got to my computer in most
  cases, the problem was resolved.
• The Help Desk support was normally very quick to
  respond, and followed up to make sure everything
  was okay after they had resolved the problem.
• My problem was responded to quickly and in almost
  all cases resolved on the same day.
• Telephone etiquettes are usually professional,
  customer inter-face is very good- easy to talk
  to.
• Fairly quick response time

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Conditional Praise Comments (cont.)

• I have needed help 2X although it took a few
  days to correct the prob. the ITers did it well
  were patient w/me.
• problems were ultimately solved
• My computer went bust - it took some time, but a
  new one was provided.

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What needs to be improved?

• I called for help, you placed me in another list,
  that person who finally got to me 3 days later
  was of no value to me!!!!!!!!!!!!!!
• I had an unfortunate experience with IT 9-9-03
  through 10-2-03.It took that long for IT
  contractors to connect my equipment to the
  network in order to print data and transfer
  files. The ridiculous delay has ramified in my
  lab to this day. Prior to this incident, I would
  have rated the service higher.
• when solving a problem many times cause other
  problems and some of the problems were not solved
  at all
• Some of my official email recipients do not
  receive my ordinary small attachments such as a
  Word, Excel, or a PDF document. I reported once
  last month, and reported again yesterday. I
  understand tickets have been issued at both
  times. however, no one helped
• Called help desk regarding lost ITAS password.
  They gave me a number but took so long to get
  back to me that I solved the problem myself
• The help needs to be faster. On one occasion,
  the technician who was helping me became very
  impatient and threatened to drop my case. I
  explained that I have a hearing problem and that
  I am doing my best though I'm not an expert with
  a PC. He was more

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What needs to be improved? (cont.)

• I sent an email question to the cit wireless web
  site. The reply told me to contact go-cit. The
  rep at cit seemed to have minimal knowledge, and
  said my question would be referred for a ticket
  number. One week later I received a call. By
  this time my
• two simple problems took too long to resolve
• A real person to answer the phone would be nice!
• i had to call 3 times on 3 different days to get
  a printer connected they would say someone will
  be their and know one called need to response
  quicker
• My new computer still doesn't work. It locks up.
  There have been about 4 visits. I don't have
  time to keep calling and making myself available
  for the technical call.
• Customer Service complained to no satisfaction
• I think a faster response time with regards to IT
  problems would improve things.
• Reliable, consistent access to network drives is
  essential. They were down too many times.

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What needs to be improved? (cont.)

• After installing a new computer the IT person
  could not answer my questions about problems I
  had and could not find a solution
• If I'm not at my desk, I won't get the phone call
  to fix my issue. Leaving a message with a
  specific time for a call might help. Both the
  customer and IT person should do that.
• I should not have had to keep getting a
  supervisor involved.
• ORS IT personnel should understand that not all
  offices are the same. We don't all have the same
  requirements and not all solutions fit all
  people.
• You need to improve the problem solving that
  last.
• Sometimes the help desk personnel ask the same
  questions over and over, and they are extremely
  basic ones.
• Overall knowledge of staff. Commonly one staff
  member would have to consult with multiple people
  to get needed info.
• Responsiveness and timeliness of services for
  critical need areas.
• More accountability, less downtime

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What needs to be improved? (cont.)

• Expertise in providing support to customized
  applications - skills just are not there in ITB.
• when i have hardware problems the technician
  didn't seem competent enough to solve it we are
  still having the same problem with machine name
  DIRS_14C-105C ( off and on the computer while
  being used will begin to open any application the
  cursor lands on s
• the amount of time to get to the problem and a
  person that knows how to fix the problem.
  
  
  
  
• The Help Desk Support at this time is not true
  Help Desk . this is only a call center, you
  really do not get any help what so ever. The only
  thing you get is a Ticket and Thank you for
  call the Help Desk .
• Sometimes, I get IT support personnel who really
  don't seem to want to put forth any effort on any
  of the simplest problems.
  
  
  
• Your response time on outside services calls
  needs to better. Setting up times of service to
  these buildings.

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What needs to be improved? (cont.)

• The first response back in August was poor. Then
  there was a staff change and a computer you had
  taken two months to convert to Windows 2000 was
  delivered back to me.
  
  
• E-mail messages from ITB Customer Service staff
  and Branch staff need to be written in "plain
  English" for non technical audience.
• There should be a Web site or something to get
  your CS phone number out and also a page to let
  our customers know what you do
• Getting things done without having to be reminded
  constantly and coming on time to do it.
• We delivered 6 new computers for configuring to
  IT and the process took more than a month. when
  we received the computers back they were not
  configured properly and we had to repeat the
  process again. I would like to see a process
  where we place our re
• Need to be able to speak to a person about a
  problem.

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What needs to be improved? (cont.)

• Continue to send e-mail to requestor when closing
  ticket to ensure the problem has been
  satisfactorily completed.
• Call help desk and it takes two to three weeks to
  get someone up here to look at our computer
• Helpdesk Follow-up to check if problem was
  resolved was often lacking.
• There is a large disparity in the abilities and
  competence between those who work the help desk.
• Their response to problems is not always timely,
  especially early in the morning.
• Response time in calling back when there is a
  problem may it not be an emergency.
• Stop changing the phone number for the help desk
  so often.
• With respect to the transfer of files from an old
  PC to a new PC more attention needs to be paid to
  the problem of losing files. I could have saved
  files stored in the Directory of an application
  program but was not told to do so.
• Quicker response, and resolution of the
  outstanding issues.
• having you guys in an "undisclosed location"
  makes communication challenging -- often no
  names, and don't have faces to go with them
  either.

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What needs to be improved? (cont.)

• Need more mac repair people
• Too many pop-up ads are still getting through.
  If we are restricted from harmless websites such
  as "The Simpsons" why are all the pop-up ads
  still able to get through? It seems too much
  emphasis is put on controlling what we are trying
  to access but any
• When a virus strikes it delays other services.
• Need better response time, need to give and
  estimate time of arrival or feed back on status
  of network problems affecting the system.
• Often had to wait for lengthy periods on hold for
  someone to be available - more operators would be
  helpful.
• As a new contract employee, it was frustrating to
  have to repeatedly call the Help Desk to get my
  email and network access set up. There should be
  a standardized process by which one should be
  able to set up these vital work components
  without a week's w
• previous process for obtaining support was direct
  contact with ors support personnel. now, must
  first go thru another layer at cit which may slow
  down responsiveness.

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What needs to be improved? (cont.)

• web resources could be better. in particular, a
  list of what to do/who to contact/what you need
  to solve common problems (set up a new networked
  computer, deal w/ password problems, make an
  email alias) would help.
• Need off hour service (i.e., weekends, late
  nights
  
  
  
  
• Even though I received an email response almost
  immediately assigning the job, it was a number of
  days before someone showed up to resolve the
  problem. The response time was acceptable, but
  there is room for improvement.

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Consolidation and Layer Issue Comments

• the NIH consolidation of Helpdesk service has
  slowed down service response by several days.
• The CIT group has consolidated, but I feel they
  are in the field and at our disposal. I would
  like to see a bit more availability as in
  inquiries of how we are doing.
• Maintain the same level of service for this year
  too.
• There should not be so many IT internal layers
  before you have a tech come out to your location
  OFF-CAMPUS.
• Unfortunately, you can't improve what needs to be
  improved. The current CIT Help Desk situation is
  not working very well. Response time is slower,
  and they don't seem to understand how to resolve
  problems as well. I end up waiting until someone
  from IT
• Since the switch from ORS IT to NIH help desk,
  the length of time for problem response has been
  dramatically increased.
• The new system (CIT managed help desk) is
  terrible. It takes much longer to get a response
  
• When the technicians were attached or assigned to
  the VRP (VMR) the service was much quicker and
  more personnel.

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Other Comments

• I can't think of anything done particularly well.
  The network was down more than ever,
• I NEED A NEW COMPUTER.
• ORS should not have to Pay for NIH helpdesk and
  ORS helpdesk when all NIH helpdesk does is pass
  our message on to ORS helpdesk. Not a good use
  of government employee's time.
• What needs to be improved is one beyond our
  control -- ORS Help Desk be our main contact
  versus CIT
• Actually, Considering all of the ridiculous
  consolidating and contracting efforts by the
  agency, the employees I dealt with did what I
  needed when I needed it.
• It would have been nice to have on-site IT
  Support, but I understand that may not be cost
  effective. Although not having it can sometimes
  cost us one whole workday for the individual
  whose computer is down.

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Other Comments (cont.)

• When dispatched to off-campus locations it would
  be nice to get a call stating when the tech will
  arrive.
• There are too many custom applications for all IT
  support personnel to know. I have had a time when
  a staff member try to solved a problem and then
  realized he hadn't any knowledge of the database
  I was using.
• If we could have a computer person within our
  section would be a big help for us, because all
  of our work be do requires a computer, with out
  a computer production stops.
• help desk needs to be available before 700 am
  during the week
• What needs to be improved is one beyond our
  control -- ORS Help Desk be our main contact
  versus CIT
• Understaffed.
• my password should not have to changed so often.