1 Information Technology Division Customer Service Support Center
2 BFAT Committee Report March 7, 2002 Overview of KPMG findings Current status Expenditures Year 4 E-rate LAN Package Support Costs Outsource Support Costs Action Plan Timeline Process of IT Support Proactive Support Approach Next Steps Questions - Comments
3 KPMG Findings The Help Desk business processes are fragmented, both organizationally and operationally. This has resulted in duplication of efforts in terms of, servicing customers within the District, development and maintenance of the Help Desk business processes and systems that support and enable these processes, and budgeting and resource management. Management should utilize a a top-down, rather than the bottom-up approach to developing an enterprise-wide help desk strategy. Integration of various Help Desks and Help Desk systems should be considered and such integration must be preceded by the integration of Help Desk management.
4 Current Status The following has been implemented in order to address the KPMG findings: New toll free number created for the Customer Service Support Center: (866) Helpdesk software purchased (Service Center from Peregrine Systems) to handle incident and problem management of service calls as well as provide much needed metrics. Meetings with various technology support entities have taken place. Installation and configuration of Service Center software complete. Customer Service positions are being filled. Call representatives will receive initial training on various district applications and systems.
5 Expenditures Recurring Costs (annual) Customer Service Support Staff with benefits (14 positions total) Maintenance for Service Center Software from Peregrine Systems Total recurring costs (annual) Amount $915,631 $91,026 $1,006,657 Non-recurring Costs (2001/02 School Year) Service Center from Peregrine Systems Service Center servers Total non-recurring costs for 2001/02 Amount $901,022 $38,298 $939,320
6 Year 4 E-rate E LAN Package Currently in negotiations for LAN Maintenance LAN maintenance to qualified E-rate schools Onsite support center support support staff School LAN component break/fix support School LAN cable maintenance support School LAN inventory Implementation of support center monitoring and responding to trouble calls.
7 Support Costs At the December 18, 2001 BFAT Committee meeting the district cost of equivalent technology support "in-house" was projected to be $21,155,400. Basic per Unit Outsource Support Costs Service 4 Hr. Response Time 8 Hr. (Next Business Day) Response 16 Hour (2 Business Day) Response Computer- Workstation Maintenance $15/Workstation Monthly $10/Workstation Monthly $8/Workstation Monthly
8 Outsource Support Costs Service (based on 8hr next business day response) Total Annual Cost Non District Funds District Funds LAN Maintenance $7,100,000 $6,390,000 $710, E-Rate Schools (E-Rate discounts) (E-Rate Match) Desktop Computer Support to 400 E-Rate Schools $1,700,000 $0 $1,700,000 (IT Projects) Desktop Computer Support to non E-Rate Schools/Sites $4,600,000 $0 $4,600,000 (IT Projects) Total $13,400,000 $6,390,000 $7,010,000
9 Action Plan Timeline By April 30 th : Fill open Customer Service Support Representative positions. Convert from old InfoMan helpdesk software to new Service Center software for Incident and Problem Management.
10 Action Plan Timeline (continued) By May 30 th : Terminate the use of InfoMan and use Service Center. All distributed ITD helpdesk entities will be using the Service Center software By June 30 th : Provide metrics on initial implementation of Service Center. Evaluate and make adjustment to the process. Provide plan for 2002/03 ongoing implementation.
11 Process of IT Support Users at schools and offices will call A trained customer service support representative will open a ticket, gather basic information, and will attempt to provide immediate assistance. If the problem is resolved with this initial call, the ticket is closed. If the problem is not resolved, a ticket number will be provided to the user at the school or office.
12 Process of IT support (continued) This ticket number will be used for follow-up by a specialist for problem resolution. The user at the school will be contacted in a timely manner as to the resolution of the problem. When the problem is resolved, the ticket will be closed. Metrics on the time spent on the call, time spent to close tickets, kinds of problems being reported, and resources expended to resolve the problem will be generated on a regular basis. These metrics are crucial to provide proactive support and apply the appropriate resources to problems as they are reported.
13 Proactive Support Approach We have already begun the process of providing proactive support, with teams already in the field finding problems before they get reported. Information in the form of memoranda, detailed reference materials, and brochures will be distributed to schools and offices providing information on the procedures for reporting problems and for getting assistance. Local district ITAFs and other entities have been (and will continue to be) a part of the overall support strategy.
14 Next Steps Implement all components of the Service Center software from Peregrine Systems. Provide quality metrics with regards to support for schools and offices. Provide additional training to call representatives on various district applications and systems. Incorporate all elements of technical support into the Service Management software.
15 Questions - Comments