Distance Support. Enterprise Customer Relationship Management (ecrm) Join Process. Version September 2009

Transcription

1 Distance Support Enterprise Customer Relationship Management (ecrm) Join Process Version September 2009 DISTRIBUTION STATEMENT C. DISTRIBUTION AUTHORIZED TO U.S. GOVERNMENT AGENCIES AND THEIR CONTRACTORS FOR ADMINISTRATIVE OR OPERATIONAL USE, MAY OTHER REQUESTS FOR THIS DOCUMENT SHALL BE REFERRED TO SPAWAR PMW 240.

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3 Record of Changes Date Version Figure, Table or Page Number Changed Brief Description ii

4 Table of Contents Record of Changes... i Table of Contents...iii 1 Introduction Purpose Customer Relationship Management (CRM) The Enterprise CRM System The GDSC (Technical) Join Enterprise Customer Relationship Management (ecrm) Join ecrm Requirements for Option Join DS SDE Requirements for Option Join ecrm Requirements for Option Appendix A. Source of Support (SOS) for GDSC Tier 1 Support... A-1 Appendix B. MOA Template... B-1 iii

5 1 Introduction This document serves as the single source for all information about joining the Enterprise Customer Relationship Management (ecrm) system: the request-to-join form; the subsequent assessments that will be performed; the costs associated with joining; and, the Memorandum of Agreement (MOA) documenting the responsibilities and requirements of both the application owner/office and the Distance Support program. The appendices contain sample documents and forms, data used for analysis, and other helpful Join Enterprise CRM information. Any changes to this document should be forwarded to the Distance Support CRM Program Manager. Upon completion of transition to the Enterprise CRM, joining members will be bound by the governing Source of Support (SOS) CRM Business Rules". 1.1 Purpose The Enterprise CRM system is the backbone providing for the functioning of the Global Distance Support Community (GDSC). The GDSC is a geographically dispersed but centrally coordinated Tier 1/Tier 2 virtual contact center and a network of experienced Source of Support (SOS) activities. By incorporating today s best practices for call centers and help desks, the GDSC will consist of fewer, more sophisticated SOS contact centers. Each contact center, or alternatively, a number of related but consolidated contact centers, will serve as a GDSC hub, primarily aligned to service one of the current Functional Areas: (1) Information Technology (IT) Networks; (2) Logistics/Supply Chain Management; (3) Technical/Maintenance; (4) Manpower, Personnel, Training and Education (MPT&E); (5) Medical; and (6) Shore Infrastructure. The Enterprise CRM offers a hardware and software infrastructure in which to host the Remedy Action Request System (ARS) applications developed and employed by CRM members to manage Fleet/customer demands for assistance. 1.2 Customer Relationship Management (CRM) A Customer Relationship Management (CRM) application is the tool used for: Documenting a customer Support Request and tracking it through to closure Routing the Support Request to the appropriate Source of Support Reporting on the status of a customer Support Request Generating metrics to evaluate both the timeliness in processing, and the effectiveness in successfully resolving Support Requests The Enterprise CRM System The Enterprise CRM system provides the following: Infrastructure: The CRM provides the following infrastructure: Application Development Environment: The Enterprise CRM maintains a Development environment for building and maintaining Remedy applications. 1

6 Joining/joined members will have access to this environment, which will be scheduled on an availability basis. Application Test Environment: The CRM maintains a Quality Control test environment identical to the Production environment. Joining members are allowed to use the Quality Control environment for testing of modifications they ve made to their applications. Testing is scheduled on an availability basis. Application Production Environment: The CRM maintains the Production environment. All applications must undergo interoperability analysis and Quality Control testing by CRM staff prior to being hosted in the Production environment. Approvals and Certifications: The approvals and certifications that apply to the CRM will apply to all Remedy applications that are hosted on the CRM. Therefore, hosted applications do not need separate: System Security Authorization Agreement (SSAA) Authority to Operate (ATO) Preferred Product List/System Subsystem Interface List (PPL/SSIL) certification Fleet Forces Command (FFC) Certification FORCEnet Certification Documentation: The CRM maintains operational, configuration management, and user documentation for the three infrastructural environments of the CRM: the Development, Quality Control, and Production environments. The CRM also maintains documentation for the Enterprise software applications housed within the infrastructure. The joining members are responsible for providing all documentation specific to their own software applications The GDSC (Technical) The GDSC (Technical) provides the following: A 24/7/365 Support Request response capability A single, virtual point-of-entry for all Support Request routing, processing, accountability, tracking and completion monitoring This document is designed to clearly communicate requirements and responsibilities of all parties before, during, and subsequent to application hosting on the Enterprise CRM System. 2 Join Enterprise Customer Relationship Management (ecrm) The join ecrm process allows programs the ability to make a selection based on their program needs. To provide the process for a program or application to utilize the functions and capabilities available via the Enterprise Customer Relationship Management (ecrm) Shared Data Environment (SDE); users desiring to join ecrm have three options. These options are described in the following table. Figure 1 provides an overview of the process. 2

7 OPTION DESCRIPTION 1 The program requests the ability to utilize the existing ecrm Remedy application for entering and tracking their requests for support. 2 The program continues using their current Remedy environment and applications and integrates with the Distance Support Shared Data Environment (DS SDE). 3 The program "stands down their current Customer Relations Management environment and applications and requests that the ecrm host and support their current forms Start Product Owner selects Join ecrm, DS SDE request from DS Website Customer determines desired ecrm Option Option #1 Customer desires to use existing CRM Remedy application (See paragraph 2.1 ) Option #2 Customer desires to continue using their current Remedy system and link with DS SDE (See paragraph 2.2) Option #3 Customer desires to stand down currently owned Remedy system and have ecrm (See paragraph 2.3) Figure 1. Overview of Join process The Join ecrm Request Required Deliverables and Descriptions, and Selection 1 Form, is provided in Appendix A. 2.1 Join ecrm Requirements for Option 1. Open the DS webpage at the program will be provided with a Join ecrm link. After clicking on the link, select Option 1. See Figure 2 for Option 1 process flow. Option 1 allows the program to request the ability to use the existing ecrm Remedy application. After selecting this option, the program will be directed to complete the Join ecrm form. 3

8 After the program completes the ecrm form, the ecrm Manager is informed via . Figure 2 provides an overview of this process. If required, the ecrm Manager coordinates actions with the GDSC Manager to provide the services requested by the program. Figure 2. ecrm Process for Option Join DS SDE Requirements for Option 2 Open the DS webpage at the program will be provided with a Join ecrm link. After clicking on the link, select Option 2. See Figure 3 for Option 2 process flow. Selecting Option 2 allows the program to continue using their current CRM environment and application and link with the DS SDE. After selecting Option 2 the program will be directed to complete the Join DS SDE form. After the program completes the ecrm form, the ecrm Manager is informed via . After the SD SDE Option 2 form is completed, the ecrm Manager is notified via with the ecrm form as an attachment. As required, the ecrm Manager coordinates actions with the GDSC Manager to provide the services requested by the customer. This may include coordination with the various IT staffs and technical personnel. Figure 3. DS SDE Process for Option 2 4

9 2.3 Join ecrm Requirements for Option 3 Open the DS webpage at the program will be provided with a Join ecrm link. After clicking on the link, select Option 3. See Figure 4 for Option 3 process flow. Selecting Option 3 allows the program to stand down a current CRM application system and request that the ecrm host and support their current Remedy form. After selecting Option 3 the program will be directed to the ecrm form. After the program completes the ecrm form, the ecrm Manager is informed via and the form is provided as an attachment. After the ecrm Option 3 form is completed, the ecrm Manager is notified via with both the ecrm and SOS forms as attachments. An Initial Functional Assessment to the support request is completed by the ecrm Manager. If this assessment is satisfactory, the ecrm Manager works with the program on the list of required deliverables. If the assessment is rejected, guidance for re-submission is provided to the program. The program then either decides to resubmit the application or not. If yes, the process is started again, if not, the process is revisited with the customer to determine requirements and solutions. After the ecrm Manager works with the program on the list of required deliverables, the program determines if they want to accept or reject the requirements. If accepted, the ecrm Manager coordinates with the GDSC Manager with the support request. If rejected, guidance for resubmission is provided to the program. The program then either decides to resubmit the application or not. If yes, the process is started again, if not, the process ends. The next step is the Initial Technical Assessment. If the assessment is accepted the request for support is provided to the DS Configuration Control Board (CCB) for approval. If the assessment is rejected, guidance for re-submission is provided to the program. The program then either decides to resubmit the application or not. If yes, the process is started again, if not, the process ends. Upon approval by the DS CCB, the ecrm Manager coordinates with the GDSC Manager to complete a Memorandum of Agreement (MOA) with the program. See Appendix B for MOA template. After the MOA is signed, the Final Technical Assessment is completed. If the test results are accepted, the GDSC (Technical) will start providing support. If rejected, guidance for resubmission is provided to the program. The program then either decides to resubmit the application or not. If yes, the process is started again, if not, the process ends. 5

10 Figure 4. ecrm Process for Option 3. 6

11 Appendix A. Source of Support (SOS) for GDSC Tier 1 Support GDSC Required Deliverables and Description and SOS Template (fill-out) GDSC Deliverables Complete SOS Information Frequently Asked Questions & Responses Description Definitive Subject Matter Expert, Organization, or Activity to which the GDSC can route Support Requests for action. (Appendix F provides template for submission of information required.) Contact Center Customer Support Professionals are only authorized to provide Tier 2 information that has been validated for distribution by the cognizant Technical Authority (or, more specifically, the Technical Warrant Holder). These responses provide the authorized answers to be used. R O Source of Support Template Submitter Information Name: Activity Name Activity Abbreviation: Activity UIC Activity Address: Activity Address Line 2: City: State: Zip: Primary POC Information Do you have an existing preferred central point of entry for technical questions/assistance requests? (Yes or No) If yes, please comment POC Name: Activity Abbreviation: Activity UIC Address if different than Line 8 above: Address 2 if different than Line 9 above: City if different than Line 10 above: A-1

12 Appendix A. Source of Support (SOS) for GDSC Tier 1 Support (Continued) State if different than Line 11 above: Zip if different than Line 12 above: Duty Officer's Name: Duty Officer's Phone: Alternate POC Data POC Name: Activity Abbreviation: Activity UIC Address if different than Line 19 above: Address 2 if different than Line 20 above: City if different than Line 21 above: State if different than Line 22 above: Zip if different than Line 23 above: Help Desk Information Phone (Commercial) Phone (DSN) Phone (Toll Free) FAX: Hours of Operation: Help Desk Description: Currently using Help Desk Software? If you answered "yes" to line 43, identify software being used: Program Technical Data Official System Program Nomenclature: Acronyms and Abbreviations used by your program: Program Description: Program/System APL(s): Program/System EIC(s): Program Website URL: Website Description: A-2

13 Appendix A. Source of Support (SOS) for GDSC Tier 1 Support (Continued) Program Information Program Manager's Name: Program Manger's Phone (Commercial) Program Manager Activity, including address: Program Manager Fax: Program Manager Technical Contact Information Technical POC's Name: Technical POC's Phone (Commercial): Technical POC's Phone (DSN): Technical POC Fax: Technical POC Technical POC Activity: Logistics Contact Information Logistics POC Name: Logistics POC Phone (Commercial): Logistics POC Phone (DSN): Logistics POC Fax: Logistics POC Logistics POC Activity: Training Contact Information Training POC Name: Training POC Phone (Commercial): Training POC Phone (DSN): Training POC Fax: Training POC Training POC Activity: A-3

14 Appendix B. MOA Template Enterprise Customer Relationship Management (ecrm) Memorandum of Agreement <APPLICATION NAME> B-1

15 Appendix B. MOA Template (Continued) In order for <APPLICATION / PROGRAM NAME> to become part of the Enterprise CRM, it must be hosted at the Distance Support, Enterprise CRM, Shared Data Environment located at NSWC Crane, and operated within the constructs of the virtual Global Distance Support Community (GDSC). The GDSC is comprised of a central controlling site (Tier 1) located in Norfolk VA, and several consolidated, geographically dispersed, Fleet/customer contact centers (Tier 2), or GDSC hubs. Specific requirements and responsibilities include: <APPLICATION OWNER/PROGRAM OFFICE (Organization Name)>: 1. Providing on-site technical engineering, liaison and coordination as required. 2. Providing the following GDSC support requirements: - ADMIN access for all GDSC (Technical) Customer Support Professionals (CSPs) - Source of Support information (Appendix F) - Tailored service specifications (e.g., after-hours coverage, directed calls information, reports generation and periodicity, amended Service Level Agreement thresholds, etc.) - Tier 1 scripts for CSP responses to Frequently Asked Questions (FAQs). Note: Tier 1 CSPs are only authorized to provide information that has been validated for distribution by the cognizant technical authority. 3. Providing funding support (if required) for integration into other systems and associated testing to include engineering support required to develop and design solutions. The funding requirement will also be calculated based on the level of GDSC services desired. 4. Participation as required in Distance Support working groups and meetings to help define business rules, requirements, interfaces and designs. 5. Providing the deliverables listed in Appendix B of the Enterprise CRM Join Process document. 6. Supporting the CRM Technical Standards listed in Appendix E of the Enterprise CRM Join Process document. 7. Coordinating future releases with the DS CCB & Enterprise CRM Program Manager including upgrades, fixes and removal of the application from the CRM Shared Data Environment. 8. Providing any funding that is due (to the Naval Sea Logistics Center) upon acceptance to join Enterprise CRM. B-2

16 Appendix B. MOA Template (Continued) Distance Support Program: 9. Providing assistance for development, testing and engineering solutions required to deploy the <APPLICATION NAME> within the Enterprise CRM, Shared Data Environment. 10. Supporting the CRM Technical Standards listed in Appendix E of the CRM Join Process document. 11. Providing system engineering and technical guidance regarding the <APPLICATION NAME> software but will not share program sensitive information. 12. Providing support for attaining certification of the <APPLICATION NAME> as part of the Enterprise CRM product. 13. Providing GDSC (Technical) Remedy access and training as required. Joining Enterprise CRM members will have access to CRM to update Support Request status; they may also choose to send Support Request resolutions to the central GDSC contact center for Remedy updates to be processed. Joining members may also choose to have Support Request status forwarded to their activities via batched notification. 14. Compiling consolidated CRM documentation. This documentation includes the documentation provided by the <GOVERNMENT POC (Organization Name)> for <APPLICATION NAME>. B-3

17 Appendix B. MOA Template (Continued) DEPARTMENT OF THE NAVY NAVAL SEA SYSTEMS COMMAND (SEA 03) 1333 ISAAC HULL AVENUE SE WASHINGTON NAVY YARD, DC NAVAL AIR SYSTEMS COMMAND 1000 ANYWHERE ST. PATUXENT RIVER, MD GENERAL PROVISIONS The signatories of this MOA (or their designated representatives) may, by mutual consent, amend this agreement. Changes must be in writing and may be coordinated via . This MOA, as defined by the attached CRM MOA requirements form, will be effective upon the last signature date. This MOA will remain effective until all efforts are completed or cancelled by either party. Approved Dated ecrm PROJECT DIRECTOR SPAWAR PMW 240 Approved Dated Program Manager, GOODAPP XSYSCOM Enterprise CRM designated point of contact: Program Manager Phone Number Address Kristopher Leonard (717) B-4