FIELD SERVICE TRANSFORMATION AT NORTHUMBRIAN WATER
|
|
- Dortha Barrett
- 8 years ago
- Views:
Transcription
1 FIELD SERVICE TRANSFORMATION AT NORTHUMBRIAN WATER James Robbins, CIO, Northumbrian Water Group Tim Burfoot, Programme Director, Northumbrian Water Group Surya Chavali, Principal Consultant, Infosys Oracle Open World October 2014
2 OUR TIME WITH YOU TODAY WE WILL COVER... Some context about the UK industry and Northumbrian Water Objectives of our Programme and where we are on the journey Key business and technical challenges we faced Our approach Results so far Lessons learned 2
3 OUR COMPANY James Robbins, NWG 3
4 OUR COMPANY THE UK WATER INDUSTRY 10 water and sewerage companies 13 water only companies UK Water Assets The water and wastewater assets in the UK include: 1,000 reservoirs 2,500 water treatment works 9,000 sewage treatment works Over 900,000 kilometres (559,200 miles) of water mains and sewers Source: Water UK 4
5 OUR COMPANY THE NORTHUMBRIAN WATER GROUP Water 44 impounding reservoirs 57 water treatment works 344 water pumping stations 338 water service reservoirs 25,545 km water mains (16,000 miles) 2.7m customers Water Production and Distribution Sewerage & Waste Water Treatment Sewerage 418 sewage treatment works 765 sewage pumping stations 29,724 km sewers (18,000 miles 5 1.8m customers Water Production and Distribution People 3,000 employees 370 field technicians and back office support in water distribution and sewerage
6 OUR COMPANY KEY FEATURES OF OUR GROUP STRATEGY Our vision is to be the national leader in the provision of sustainable water and wastewater services. Interpreted in Information Services as: Winning with Intelligence realised through 8 Strategic Bridges Forth: Tyne: Oresund: Tower: Severn: Golden Gate: Hangzhou: Pontoon: IS Organisation & Skills Customer & Communications Partnerships Unified Communications Asset Management Intelligence Field Service Scheduling Mobile devices 6
7 OUR COMPANY FIELD SERVICE TECHNICAL CHALLENGES Field Devices Legacy Systems 7
8 OUR PROGRAMME Tim Burfoot, NWG 8
9 OUR PROGRAMME OBJECTIVE AND THE STORY SO FAR To deliver significant and sustainable improvements to field service operations by designing and implementing change to our processes and technology that ensure we deliver work at the right time with the right people in the right place Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec VISION BLUEPRINT IMPLEMENTATION ALMOST THERE! 9 Our Deliverables iphone 5S Toughpad FZ-G1 In-house Apps New GIS Oracle MWM 2.1 Forecasting & Planning Photo Management Process Alignment Customer Service Tactical Improvements Role Changes Contractor Scheduling
10 OUR PROGRAMME FIELD SERVICE BUSINESS CHALLENGES EQUIPMENT FRUSTRATION IMPACT OF PREVIOUS ATTEMPTS REGIONAL PROCESS VARIATION LACK OF EXPERIENCE WITH COMPLEX CHANGE BUSINESS CHALLENGES UNALIGNED ORGANISATION NO FORECASTING CAPABILITY COSTLY MANUAL SCHEDULING GEOGRAPHY 10
11 OUR PROGRAMME HOW WE INTERPRETED THE SCOPE End-to-end field service management process Metrics Maintain Forecast and High Level Capacity Plan Plan Work and required resources Diagnose Create Job / Task Schedule Complete Work Jeopardy and Performance Management Close Task Job Components of our field service vision CUSTOMER PROCESS PEOPLE ORGANISATION LOCATION DATA APPLICATION TECHNOLOGY 11
12 OUR PROGRAMME HOW WE ORGANISED THE WORK PROGRAMME MANAGEMENT DEPLOYMENT WORKSTREAM Business Deployment DEVELOPMENT WORKSTREAMS Operational Excellence Field Service Automation Organisational Capability Technology Delivery Distribution North Distribution Essex Distribution Suffolk Sewerage Local Business Deployment Leads 12
13 OUR PROGRAMME PRINCIPLES OF OUR APPROACH Principle Build confidence via incremental benefits High front-line engagement Do as much as possible ourselves Strong business sponsorship Accountable business leadership One Programme...One Team Which meant.. Attaching and realising benefits from discrete stages, including Visioning and Blueprinting Facilitating discussion of options even if the most likely solution was obvious Selective and focused use of consulting firms, systems integrator and specialist expertise plus a steep learning curve! Water Director (SVP) as sponsor Senior business managers in key roles Co-location of business and technology 13
14 OUR PROGRAMME CREATING THE VISION AND ROADMAP Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec VISION BLUEPRINT IMPLEMENTATION Creative process based on real scenarios 15 Workshops with 92 front line workers 8 Field activity categories 874 Requirements identified Targeted subject matter input from Deloitte 14
15 OUR PROGRAMME ESTABLISH THE BLUEPRINT & BUSINESS CASE Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec VISION BLUEPRINT IMPLEMENTATION Field Device Evaluation Oracle MWM proof of concept Initial Process Alignment Customer Journeys Business Case 15
16 OUR PROGRAMME MAKING IT HAPPEN Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec VISION BLUEPRINT IMPLEMENTATION Phased Deployment Sep Nov 2013: iphone & Time Capture App May July 2014: Toughpads & GIS Aug Nov 2014: Oracle MWM 16
17 TECHNOLOGY James Robbins, NWG Surya Chavali, Infosys 17
18 TECHNOLOGY ARCHITECTURAL APPROACH ORACLE BUSINESS INTELLIGENCE 18 Customer self service (NWL website) Contact centre application (Plus 2) Work planning application (Engarde) My time (Timesheets) Database server Business application server SOA Integration Web application server Field Services Application (MWM) Mobility Solutions GIS (Elyx Office) Oracle HR (Payroll & People) ICIS (Billing)
19 TECHNOLOGY TECHNICAL BENEFITS OF ORACLE MWM Unified framework Device Independence Easily configurable Complex customizations made possible SOA support out of box services Extensibility enables future CC&B and WAM/EAM rollouts with reduced impact 19
20 TECHNOLOGY SYSTEMS INTEGRATOR PARTNERSHIP Solution quality Cost control Oracle relationship ENGAGEMENT AS PARTNERSHIP Close coordination between Infosys and NWG is helping achieve the Programme s objectives Ownership NWG AND INFOSYS PARTNERSHIP Cohesive team Knowledge management 20
21 TECHNOLOGY THE INFOSYS CONTRIBUTION BUSINESS To-Be process workshops Fit-Gap analysis of To-Be Processes Cost controls set up for optimum schedule based on the business rules Configuration for different work groups Knowledge transitions to the in-house teams on MWM and SOA TECHNOLOGY MWM installation and configuration SOA framework design and interface build New Activity, Assignment, Mobile screen Business Objects Configurations and rules to suit needs of four work groups Customize the User Interface Screens PROJECT LEADERSHIP MWM implementation planning and dependency alignment Liaison between NWG and Oracle Solution review to ensure industry best practices Release planning and management Integration Test planning and management 21 Set up Jeopardy Management function Scheduler Configurations Cut Over planning and execution oversight
22 RESULTS & LESSONS James Robbins, NWG Tim Burfoot, NWG 22
23 RESULTS & LESSONS RESULTS SO FAR 1.2m benefit realised while programme in-flight Empowered front line field crews Productivity improvements Significant savings from aligned processes Reduced manual processes and hand-offs Re-focused Team Leader and Scheduler roles 23
24 LESSONS FOR MAJOR PROGRAMMES COLLABORATION IS THE KEY Organisations can be more self-sufficient than they imagine Trust the front-line users: they are full of ideas and care about what they do Business people need help adapting to a programme culture Cultural change can look a bit theoretical to operational managers Oracle welcomed and embraced the invitation to get involved Who team members work for is less important than what they contribute: Oracle, Deloitte, Infosys, contractors and NWL staff worked in genuine partnership throughout Strive for programme team co-location 24
25 LESSONS FOR TECHNOLOGY LEARNING AT THE SPEED OF LIGHT Established technology that is new to a business is just as challenging to implement as bleeding edge systems Prepare the technical team earlier to work with unfamiliar technologies Ensure all relevant business processes are mapped and aligned before starting development and integration and pilot if you can Involve the BAU technical teams as early as possible Old process + new system = expensive old process Agile can be challenging when the business sets bar for minimum usable functionality very high 25
26 AND FINALLY... SOME WORDS FROM OUR PEOPLE This has been a good learning curve. We got lots of help and feel really confident in MWM. 26 The guys are really embracing MWM and growing in confidence with every new job. My first week on MWM has gone so well - even better than I thought - with only a couple of minor teething problems. The support we have had has made it all worth while.
27 THANK YOU 27
Northumbrian Water Transforming Field Service with Mobile Workforce Management
Best Practices Northumbrian Water Transforming Field Service with Mobile Workforce Management Roberta Bigliani Jean-François Segalotto IDC ENERGY INSIGHTS OPINION Northumbrian Water Limited (NWL) is a
More informationAT&T Global Network Client for Windows Product Support Matrix January 29, 2015
AT&T Global Network Client for Windows Product Support Matrix January 29, 2015 Product Support Matrix Following is the Product Support Matrix for the AT&T Global Network Client. See the AT&T Global Network
More informationCOMPARISON OF FIXED & VARIABLE RATES (25 YEARS) CHARTERED BANK ADMINISTERED INTEREST RATES - PRIME BUSINESS*
COMPARISON OF FIXED & VARIABLE RATES (25 YEARS) 2 Fixed Rates Variable Rates FIXED RATES OF THE PAST 25 YEARS AVERAGE RESIDENTIAL MORTGAGE LENDING RATE - 5 YEAR* (Per cent) Year Jan Feb Mar Apr May Jun
More informationCOMPARISON OF FIXED & VARIABLE RATES (25 YEARS) CHARTERED BANK ADMINISTERED INTEREST RATES - PRIME BUSINESS*
COMPARISON OF FIXED & VARIABLE RATES (25 YEARS) 2 Fixed Rates Variable Rates FIXED RATES OF THE PAST 25 YEARS AVERAGE RESIDENTIAL MORTGAGE LENDING RATE - 5 YEAR* (Per cent) Year Jan Feb Mar Apr May Jun
More informationAnalysis One Code Desc. Transaction Amount. Fiscal Period
Analysis One Code Desc Transaction Amount Fiscal Period 57.63 Oct-12 12.13 Oct-12-38.90 Oct-12-773.00 Oct-12-800.00 Oct-12-187.00 Oct-12-82.00 Oct-12-82.00 Oct-12-110.00 Oct-12-1115.25 Oct-12-71.00 Oct-12-41.00
More informationCase 2:08-cv-02463-ABC-E Document 1-4 Filed 04/15/2008 Page 1 of 138. Exhibit 8
Case 2:08-cv-02463-ABC-E Document 1-4 Filed 04/15/2008 Page 1 of 138 Exhibit 8 Case 2:08-cv-02463-ABC-E Document 1-4 Filed 04/15/2008 Page 2 of 138 Domain Name: CELLULARVERISON.COM Updated Date: 12-dec-2007
More informationResource Management Spreadsheet Capabilities. Stuart Dixon Resource Manager
Resource Management Spreadsheet Capabilities Stuart Dixon Resource Manager Purpose Single view of resource data Shows rolling demand vs supply for 14 months, 2 months back, current month, and 11 forward
More informationEnhanced Vessel Traffic Management System Booking Slots Available and Vessels Booked per Day From 12-JAN-2016 To 30-JUN-2017
From -JAN- To -JUN- -JAN- VIRP Page Period Period Period -JAN- 8 -JAN- 8 9 -JAN- 8 8 -JAN- -JAN- -JAN- 8-JAN- 9-JAN- -JAN- -JAN- -JAN- -JAN- -JAN- -JAN- -JAN- -JAN- 8-JAN- 9-JAN- -JAN- -JAN- -FEB- : days
More informationPlanning, Budgeting and Forecasting
MANAGEMENT CONSULTING Planning, Budgeting and Forecasting How is your planning process helping you identify and unlock value? kpmg.co.uk Key considerations How effective and efficient is your organisation
More informationRoles: Scrum Master & Project Manager
Roles: Scrum Master & Project Manager Scrum Master: Facilitate collaborative meetings Track team performance Remove impediments (Risk, Issue) Validate team alignment to Agile framework and scope Drive
More informationObjectives for today. Cloud Computing i det offentlige UK Public Sector G-Cloud, Applications Store & Data Centre Strategy
Cloud Computing i det offentlige UK Public Sector G-Cloud, Applications Store & Data Centre Strategy This is not just about technology. The main area of change, thus the major challenge, is how we as leaders
More informationPowerSteering Hosting/Cloud Investments
Do the right work. Do the work right. cloud-based project, portfolio and work management software PowerSteering Hosting/Cloud Investments Sean Nathaniel, VP of Product Development 9/17/2013 How to Participate
More informationCommittee of the Whole. January 22, 2014
Committee of the Whole January 22, 2014 Drivers for 2003 IT Outsourcing Cost savings - privatization model ($2- $3MM/year) Cost avoidance Data center lease with County expiring ($3.5MM) Disaster recovery
More informationStephen Doune HRIS Project Manager Plan International
Stephen Doune HRIS Project Manager Plan International Content 1. About Plan International 2. The Challenge 3. The Vision 4. About Assima 5. The Projects 6. The Timeline 7. Partner Selection 8. Key 1st
More informationArticle 4 IT Physician Heal Thyself Building Bridges and Breaking Boundaries
Article 4 Physician Heal Thyself Building Bridges and Breaking Boundaries End to End Service Management A Case Study The Unified Process Framework (UPF) Governance By John Gibert Southcourt This is the
More informationAshley Institute of Training Schedule of VET Tuition Fees 2015
Ashley Institute of Training Schedule of VET Fees Year of Study Group ID:DECE15G1 Total Course Fees $ 12,000 29-Aug- 17-Oct- 50 14-Sep- 0.167 blended various $2,000 CHC02 Best practice 24-Oct- 12-Dec-
More informationACTIVE MICROSOFT CERTIFICATIONS:
Last Activity Recorded : August 30, 2012 Microsoft Certification ID : 30999 BERT VAN HOVE BARON EMPAINLAAN 68 MECHELEN, 2800 BE bert@road2result.be ACTIVE MICROSOFT CERTIFICATIONS: Microsoft Certified
More informationACTIVE MICROSOFT CERTIFICATIONS:
Last Activity Recorded : May 30, 2014 Microsoft Certification ID : 375009 SUSANNE SCHNEIDER KAISERSTRASSE 53 REUTLINGEN, 72764 DE SUSANNE.SCHNEIDER@KIT-KOM.DE *Charter- Certification that was achieved
More informationBusiness Plan Example. 31 July 2020
Business Plan Example 31 July Index 1. Business Overview 1.1Objectives 1.2Vision Mission and Values 1.3 Keys to Success 2. Business Management 3. Services 2.1 Company Summary 2.2 Company Ownership 2.3
More informationDriving Ongoing Success with the Coupa Customer Team
Driving Ongoing Success with the Coupa Customer Team AGENDA Welcome Introductions Home Retail Group FirstPort Customer Success Organization Overview Driving Ongoing Success with the Coupa Customer 1. Home
More informationPowerSteering Product Roadmap Your Success Is Our Bottom Line
Drive strategy. Accelerate results. cloud-based program & portfolio management software PowerSteering Product Roadmap Your Success Is Our Bottom Line Jay Hoskins Director of Product Management PowerSteering
More informationProcess Validation Workshops. Overview Session
Process Validation Workshops Overview Session 2 Session Objectives: Prepare staff for participating in a Process Validation Workshop Clarify the Purpose of Process Validation Workshops Clarify Expected
More informationCedarCrestone 2013 2014 HR Systems Survey Highlights. In Denver!
CedarCrestone 2013 2014 HR Systems Survey Highlights HR Technologies, Deployment Choices, and Metrics 16 th Annual Edition In Denver! Lexy Martin Vice President, Research and Analytics CedarCrestone alexia.martin@cedarcrestone.com
More informationHow To Get A Certificate From Ms.Net For A Server Server
Last Activity Recorded : December 19, 2014 Microsoft Certification ID : 2665612 MARC GROTE Wittorfer Strasse 4 Bardowick, Lower Saxony 21357 DE grotem@it-training-grote.de ACTIVE MICROSOFT CERTIFICATIONS:
More informationHuman Capital Management Mapping a Blueprint to the Cloud. June 25 th, 2 3pm EST
Human Capital Management Mapping a Blueprint to the Cloud June 25 th, 2 3pm EST Today s Presenters Stacey Harris VP Research & Analytics @StaceyHarrisHR www.linkedin.com/in/staceyharris/ Richard George
More informationLeSueur, Jeff. Marketing Automation: Practical Steps to More Effective Direct Marketing. Copyright 2007, SAS Institute Inc., Cary, North Carolina,
Preface. Overview. PART 1: Marketing Financials. Chapter 1 Profit and Loss Fundamentals. Chapter 2 Profit and Loss Component Details. Chapter 3 Managing the P&L. Chapter 4 Measuring Marketing Effectiveness.
More informationMeasuring and Monitoring Customer Experience
Measuring and Monitoring Experience Tom Exeter Sales, Marketing & Experience Executive Sport & Physical Activity, Commercial Services, University of Leeds Background to our organisation. The department
More informationNAB Enterprise Change
Change@NAB Methodology LENA ROSS October 2014 What we ve done GOVERNANCE FORUM ESTABLISHED ENTERPRISE SOCIAL NETWORK And...it s an ongoing journey! CONTINUOUS IMPROVEMENT SEP 2013 CHANGE@NAB ROLLOUT CENTRAL
More informationCouncil, 6 February 2014. IT Report. Executive summary and recommendations. Introduction
Council, 6 February 2014 IT Report Executive summary and recommendations Introduction The report sets out the main activities of the IT Department since the last meeting of Council. It includes statistical
More informationBenefits of Latest Innovations in Campus Planning
Exempt Employee Association 01/29/13 Agenda icat Objectives CedarCrestone Overview Project Scope and Timeline Project Methodology What is Changing and Your Involvement Change Management Overview Closing
More informationImplementing Carbon Reduction Without Impacting Working Capital. Presented by Dylan Crompton
Implementing Carbon Reduction Without Impacting Working Capital Presented by Dylan Crompton Evolution of a Carbon Strategy Proactive organisations are on a journey to reduce carbon emissions. Marginal
More informationComputing & Telecommunications Services Monthly Report March 2015
March 215 Monthly Report Computing & Telecommunications Services Monthly Report March 215 CaTS Help Desk (937) 775-4827 1-888-775-4827 25 Library Annex helpdesk@wright.edu www.wright.edu/cats/ Last Modified
More informationCENTERPOINT ENERGY TEXARKANA SERVICE AREA GAS SUPPLY RATE (GSR) JULY 2015. Small Commercial Service (SCS-1) GSR
JULY 2015 Area (RS-1) GSR GSR (LCS-1) Texarkana Incorporated July-15 $0.50690/Ccf $0.45450/Ccf $0.00000/Ccf $2.85090/MMBtu $17.52070/MMBtu Texarkana Unincorporated July-15 $0.56370/Ccf $0.26110/Ccf $1.66900/Ccf
More informationExecutive Branch IT Reorganization Project Plan
Office of Information Resource Management Executive Branch Project Plan Work Program Funded by for IT Appropriations Reorganization 2007, 2009 and Five Small Projects Date: August 2009 Version: 1.3 Revision
More informationLOCAL GOVERNMENT NEW ZEALAND TECHNICAL ASSISTANCE FACILITY
PacificTA LOCAL GOVERNMENT NEW ZEALAND TECHNICAL ASSISTANCE FACILITY COOK ISLANDS MINISTRY OF INFRASTRUCTURE AND PLANNING NOVEMBER 2013 This report has been prepared for the Ministry of Infrastructure
More informationEnterprise Resource Planning (ERP) Program: Overview and Status Update
Enterprise Resource Planning (ERP) Program: Overview and Status Update Human Resources (HR), Finance & Property Services (FPS), and Information Technology (IT) Departments For the Council Committee of
More informationSupervisor Instructions for Approving Web Time Entry
Supervisor Instructions for Approving Web Time Entry Time Approval Deadlines by Category Local 2110 Members members submit time by NOON on Monday of the pay week. Time should be approved no later than
More informationPNNL Institutional Research Cloud Pilot WENDY COWLEY PNNL
PNNL Institutional Research Cloud Pilot WENDY COWLEY PNNL Background Wendy Cowley Visual Analytics Researcher, National Security Directorate Project Management, software development 20+ years @ PNNL Interests
More informationManaging ICT contracts in central government. An update
Managing ICT contracts in central government An update Prepared by Audit Scotland June 2015 Auditor General for Scotland The Auditor General s role is to: appoint auditors to Scotland s central government
More informationNHS BLOOD AND TRANSPLANT MARCH 2009 RESPONDING EFFECTIVELY TO BLOOD DONOR FEEDBACK
09/26 NHS BLOOD AND TRANSPLANT MARCH 2009 RESPONDING EFFECTIVELY TO BLOOD DONOR FEEDBACK EXECUTIVE SUMMARY From April 2009 an NHS wide common approach to complaint handling comes in to effect. This provides
More informationEURO TRAINING CENTER. www.euro4training.com
EURO TRAINING CENTER 1.KNOWLEDGE We are committed to delivering the very latest business knowledge to our clients. Our services encourage quality learning & empower clients to deepen their knowledge, engage
More informationEnterprise Applications Health Improvement Program
Enterprise Applications Health Improvement Program 30 th April, 2015 by Eswaran Thandi Principal Architect - Enterprise Agenda What is Enterprise Application Health? Why is it important? Who are the stakeholders?
More informationCABINET 9 th February 2006. Report of the Director of Partnerships and Customer Services
CABINET 9 th February 2006 Report of the Director of Partnerships and Customer Services ITEM 11 CRM DEVELOPMENT Purpose of the Report To seek approval to the replacement for the Council s Customer Relationship
More informationImplementing an Enterprise Asset Performance Management System: Northumbrian Water Limited Case Example
Nigel A Kent, Principal Consultant, MWH Business Solutions Implementing an Enterprise Asset Performance Management System: Northumbrian Water Limited Case Example Why Implement an Enterprise Asset Performance
More informationTelekom Malaysia Case Study
Clarity Case Study Telekom Malaysia Case Study Telekom Malaysia Deploys Clarity s Integrated Next Generation OSS and Consolidates Seven Inventory Systems in Two Years in Preparation for NGNs. Telekom Malaysia
More informationACTIVE MICROSOFT CERTIFICATIONS:
Last Activity Recorded : August 04, 2011 Microsoft Certification ID : 483228 KENT NORDSTROM Asbergsvagen 27 Soderhamn, 82637 SW kent@xpservices.se ACTIVE MICROSOFT CERTIFICATIONS: Microsoft Certified Solutions
More informationSEO Presentation. Asenyo Inc.
SEO Presentation What is Search Engine Optimization? Search Engine Optimization (SEO) : PPC and Organic Results Pay Per Click Ads The means of achieving top search engine results without having to incur
More informationCentral Hosting. Case Study
Central Hosting Case Study October, 2014 Central Hosting Case Study Background An Chéim was originally set up to procure, distribute and implement key MIS systems (hardware and software) for the Institutes
More informationYour Alumni Community. An Alumni Community for Every School and College
Your Alumni Community An Alumni Community for Every School and College INTRODUCTION The Potential s vision is that every state school and college should be supported by a thriving, engaged alumni community.
More informationSchools Interoperability Framework (SIF) Project Overview
Schools Interoperability Framework (SIF) Project Overview Agenda Introductions Quick review of past successes and challenges Overview of refined strategy Timeline Questions and answers 2 Review of Past
More informationNASA Shared Services Center (NSSC) Overview
(NSSC) Overview October 2015 www.nasa.gov NASA Centers 2 The National Aeronautics and Space Administration (NASA) NASA Vision We reach for new heights and reveal the unknown for the benefit of humankind
More information2.1 The Committee note and comment on the report. 3 DIRECTORATE OF DEVELOPMENT AND ENVIRONMENT PERFORMANCE
Agenda item number: 9 COMMITTEE ENVIRONMENT AND FRONT LINE SERVICES OVERVIEW AND SCRUTINY COMMITTEE DATE 24 MARCH 2005 TITLE OF REPORT RESPONSIBLE OFFICER TELEPHONE ANSWERING Joy Kirby (Business & Service
More informationMANAGEMENT INFORMATION SERVICES
MANAGEMENT INFORMATION SERVICES Version 3.1 May 2011 Strategic Objectives 2011-2015 1 Introduction to Management Information Services Division (MISD) MISD is a Division of the Unified Administrative Service
More informationPTC Creo 2.0 Hardware Support Dell
PTC Creo 2.0 Hardware Support Dell Last updated: February 2, 2016 The Desktop Virtualization Environment Support Dell table displays at the end of this document, after the standard Creo certification table.
More informationAccenture Cyber Security Transformation. October 2015
Accenture Cyber Security Transformation October 2015 Today s Presenter Antti Ropponen, Nordic Cyber Defense Domain Lead Accenture Nordics Antti is a leading consultant in Accenture's security consulting
More informationManaging Staffing in High Demand Variability Environments
Managing Staffing in High Demand Variability Environments By: Dennis J. Monroe, Six Sigma Master Black Belt, Lean Master, and Vice President, Juran Institute, Inc. Many functions within a variety of businesses
More informationPresentation Objectives
Get On-Board with New Employee On-Boarding Aaron Austin, MBA VP of Administration & Chief Human Resources Officer, Saint Joseph Regional Medical Center (South Bend, IN) Jennifer Straw Director of Compensation
More informationRapidly Defining a Lean CMMI Maturity Level 3 Process
Rapidly Defining a Lean CMMI Maturity Level 3 Process Zia Tufail, zia@hp.com, 301.233.4228 Julie Kellum, Julie.Kellum@hp.com, 404.731. 52.63 Tim Olson-QIC, Tim.Olson@qic-inc.com, 760.804.1405 2004 Hewlett-Packard
More informationGilead Clinical Operations Risk Management Program
Gilead Clinical Operations Risk Management Program Brian J Nugent, Associate Director 1 Agenda Risk Management Risk Management Background, Benefits, Framework Risk Management Training and Culture Change
More informationHow To Implement Itil V3
2009 NMCI Conference: Implementing ITIL Session 1: ITSM Process ITSM COE Agenda Background ITSM Overview ITIL and Service Delivery Adopting ITIL to NGEN SE&I Activities 2 Background Develop Government
More informationProfessional Practice Model Boards. Kelly Hancock, MSN, RN, NE-BC, Executive CNO, CCHS and Chief Nursing Officer, Cleveland Clinic YORN ID: 507
Professional Practice Model Boards Kelly Hancock, MSN, RN, NE-BC, Executive CNO, CCHS and Chief Nursing Officer, Cleveland Clinic YORN ID: 507 Professional Practice Model Boards Patient Experience Summit
More informationLaunching an Enterprise-Wide Solution My Government of Canada Human Resources (My GCHR)
Tammy Labelle Public Works and Government Services Government of Canada Launching an Enterprise-Wide Solution My Government of Canada Human Resources (My GCHR) Copyright Notice The contents of this presentation
More informationEvosys EBS Implementation at SEHA Case Study
Evosys EBS Implementation at SEHA Case Study Evosys helps SEHA implement the Oracle EBS R12 ERP System across all facilities in a record time! Building on Abu Dhabi s e-government initiative Project Outline
More informationManaging Open Source Code Best Practices
Managing Open Source Code Best Practices September 24, 2008 Agenda Welcome and Introduction Eran Strod Open Source Best Practices Hal Hearst Questions & Answers Next Steps About Black Duck Software Accelerate
More informationBPM case study: Competency Centre in a large Swiss bank
mwd a d v i s o r s Best Practice Insight BPM case study: Competency Centre in a large Swiss bank Neil Ward-Dutton Premium Advisory Report October 2010 This report examines the implementation of a BPM
More informationLessons from McKesson s Approach to Maintaining a Mature, Cost-Effective Sarbanes-Oxley Program
Orange County Convention Center Orlando, Florida May 15-18, 2011 Lessons from McKesson s Approach to Maintaining a Mature, Cost-Effective Sarbanes-Oxley Program Vickie Pilotti Kelly Worley Ben Wienand
More informationManchester City Council Report for Information. Managing Attendance (Real Time Absence Reporting)
Manchester City Council Report for Information Report to: Subject: Overview and Scrutiny Human Resources Subgroup - 25 January 2011 Managing Attendance (Real Time Absence Reporting) Report of: Assistant
More informationH4 Tackling the Challenges of Implementing Emerging HR Technologies
H4 Tackling the Challenges of Implementing Emerging HR Technologies Tackling the Challenges of Implementing Emerging HR Technologies Arnab Banerjee Agenda The session will cover: moving from in-house resource
More informationCAFIS REPORT 2015.10
CAFIS REPORT 2015.10 INDEX Message CAFIS Inbound 03-06 07-08 CAFIS Arch 09-10 CAFIS Brain 11-12 CAFIS Global 13-14 What We Do 15-16 About CAFIS 17-18 Services for Member Stores 19-34 Services for Card
More informationProject title (in Chinese) 項 目
II Project Information Project title (in English) Project title (in Chinese) HKCAAVQ IT Infrastructure Development 香 港 學 術 及 職 業 資 歷 評 審 局 資 訊 系 統 基 建 發 展 Project 項 目 Project summary (Please provide an
More informationDiploma in Business. Your pathway to the second year of a UK degree
Diploma in Business Your pathway to the second year of a UK degree 1 A top 30 UK University campus offering degrees in the heart of London s financial district The University of East Anglia has a long-standing
More informationAdoption of a PPM Solution Using An Agile Approach. Andy Robinson
Adoption of a PPM Solution Using An Agile Approach Andy Robinson 1 Agenda Drivers for using a Portfolio and Project Management system Organisational maturity Where to start Planning, delivery, realisation
More informationSmart Metering Initiative ADWEA Program
Smart Metering Initiative ADWEA Program Saeed Nassouri Technical Advisor Abu Dhabi Water & Electricity Authority (ADWEA) Dec 2010 Company Background SMART GRID Basics AMI Project Strategy Project Scope
More informationConsumer ID Theft Total Costs
Billions Consumer and Business Identity Theft Statistics Business identity (ID) theft is a growing crime and is a growing concern for state filing offices. Similar to consumer ID theft, after initially
More informationAre you looking to promote your venue, event, product or service to a large and targeted local audience? Then look no further!
mediapack how... Are you looking to promote your venue, event, product or service to a large and targeted local audience? Then look no further! Whether it s online advertising, content, offers & competitions
More informationBuilding an Effective Roadmap
Building an Effective Roadmap Jason Tanner Senior Consultant, Enthiosys Motivated from Within Thank you to our sponsors 2 Agenda What is an effective roadmap? What are roadmap benefits? Why do roadmaps
More informationDetailed guidance for employers
April 2015 3 Detailed guidance for employers Appendix A: Pay reference periods This document accompanies: Detailed guidance no. 3 Assessing the workforce Pay reference period calendars where the definition
More informationESSEX FIRE AUTHORITY Essex County Fire & Rescue Service
ESSEX FIRE AUTHORITY Essex County Fire & Rescue Service MEETING Policy & Strategy Committee AGENDA ITEM 7 MEETING DATE 25 March 2009 REPORT NUMBER SUBJECT REPORT BY Monitoring IT Transformation Progress
More informationBusiness Technology Advisory Council May 2011
Business Technology Advisory Council May 2011 Leo de Sousa, Manager, Application Services and Enterprise Architecture British Columbia Institute of Technology Agenda BTAC Summary Statistics Compliance
More informationJUN 2012. Technology Services. Peak Metrics Report Out D E N V E R PERFORMANCE
JUN Technology Services D E N V E R Vision Alignment Citywide Vision: We will deliver a world-class city where everyone matters. Agency Vision : We will become the nation s model for delivery of technology,
More information12 months 4 quarters 1 goal
12 months 4 quarters 1 goal You know you need to whip your digital marketing game into shape. But you also know budgets are tight. If you're ready to take your online marketing to the next level without
More informationAgile Planning & Metrics That Matter
Agile Planning & Metrics That Matter www.agileforgovernment.com Transformation Strategy & Roadmap Agile & Cultural Training AgilityHealth Assessments Coaching AgileVideos.com About Me Sally Elatta Sally@AgileTransformation.com
More informationUniversity of Wisconsin System Strategic Initiatives
University of Wisconsin System Strategic Initiatives April 27,2015 Sasi K. Pillay UWSA CIO 1 Principles Mission Enablement Reduction of Risk Cost-effective Operations 2 The Four Tenets A. Elevate the Professionalism
More informationChoosing a Cell Phone Plan-Verizon
Choosing a Cell Phone Plan-Verizon Investigating Linear Equations I n 2008, Verizon offered the following cell phone plans to consumers. (Source: www.verizon.com) Verizon: Nationwide Basic Monthly Anytime
More informationOPTIMIZING THE USE OF VHA s FEE BASIS CLAIMS SYSTEM (FBCS)
VA-CASE VISN 11 VA Center for Applied Systems Engineering OPTIMIZING THE USE OF VHA s FEE BASIS CLAIMS SYSTEM (FBCS) The Fee Basis Claims System (FBCS) Optimization initiative aims to improve, standardize,
More informationOxfam GB Digital Case Study - email
Oxfam GB Digital Case Study - email Friday 19 th July Lizzie Williams Email Marketing Manager Holly Bolter Senior Analyst Mark Lumby Selections & Analysis Manager Emergencies Get Together Campaigns Regular
More informationNAB Community Microfinance. NAB Microenterprise Loans Minimum requirements for business plans
NAB Community Microfinance NAB Microenterprise Loans Minimum requirements for business plans Money Magazine s Best of the Best Awards 2009 judged NAB Microenterprise Loans for the second year running,
More informationEnterprise Projects Fiscal Year 2009/2010 First Quarter Report
Enterprise Projects Fiscal Year 2009/2010 First Quarter Report Enterprise Projects Fiscal Year 2009/2010 - First Quarter Report The Enterprise Program Investment Council (EPIC) is responsible for governance
More informationDeloitte Shared Services, GBS & BPO Conference Shared Services Design Through to Implementation
Deloitte Shared Services, GBS & BPO Conference Shared Services Design Through to Implementation Jo Hart & Charlotte Allen, Deloitte 22 23 September 2015 Berlin, Germany Agenda Shared Services Approach
More informationAccident & Emergency Department Clinical Quality Indicators
Overview This dashboard presents our performance in the new A&E clinical quality indicators. These 8 indicators will allow you to see the quality of care being delivered by our A&E department, and reflect
More informationORACLE NAIO Excellence combined with Quality A CMMI Case study
CASE STUDY ORACLE NAIO Excellence combined with Quality A CMMI Case study softwaredi xide com www.qaiasia.com THE CLIENT Process and Quality are important for measuring improvement. Improvement means different
More informationNew product development within ABC Electronics
New product development within ABC Electronics ABC Electronics is involved in design and manufacture of products for the IT industry; it has core technical expertise in acoustics, electronics design and
More informationAnnual General Meeting
Annual General Meeting Daniel Rabie Chief Operating Officer Growth Opportunities: Cloud Accounting & Document Management Cloud Accounting Reckon One Enormous Market Opportunity We re just getting started...
More informationEstablishing the HKJC IT PMO. ISACA Forum. Roland Tesmer Head of IT Strategy and Planning The Hong Kong Jockey Club. 8 April 2008
Establishing the HKJC IT PMO ISACA Forum Roland Tesmer Head of IT Strategy and Planning The Hong Kong Jockey Club 8 April 2008 1 Introduction to HKJC IT 2 Mission Committed to One Club, One Team, One Vision,
More informationSUMMARY PROFESSIONAL EXPERIENCE. IBM Canada, Senior Business Transformation Consultant
Doreen Funk, MA 191 Discovery Ridge Blvd SW, Calgary Cell: 587-434- 0811 E- mail: dorfunk@hotmail.com SUMMARY Senior management consultant with 20 years of experience in applying strategies and implementing
More informationWEATHERHEAD EXECUTIVE EDUCATION COURSE CATALOG
2016 WEATHERHEAD EXECUTIVE EDUCATION COURSE CATALOG APPRECIATIVE INQUIRY COMMUNICATION AND PROFESSIONAL SKILLS EMOTIONAL INTELLIGENCE FINANCIAL DECISION MAKING DESIGNING INNOVATION AND STRATEGY MANAGING
More informationJeff Haby, P.E. Director Sewer System Improvements. September 15, 2015. Agenda
SAWS Sanitary Sewer Overflow Reduction Program Jeff Haby, P.E. Director Sewer System Improvements SA Military Engineers Meeting Agenda SAWS Overview Consent Decree CD Compliance Programs Program Transition
More informationCity of Minneapolis RCA Provision of IT Services. Committee of the Whole February 11, 2015
City of Minneapolis RCA Provision of IT Services Committee of the Whole February 11, 2015 Background IT Services contract with Unisys signed 12/2002 Unisys contract renegotiated in 2007 Reduced cost, added
More informationGTA Board of Directors September 4, 2014
GTA Board of Directors September 4, 2014 Our Strategic Vision Our Mission A transparent, integrated enterprise where technology decisions are made with the citizen in mind To provide technology leadership
More informationCEDARCRESTONE HR SYSTEMS SURVEY HIGHLIGHTS FOCUSING ON BI/ANALYTICS
CEDARCRESTONE HR SYSTEMS SURVEY HIGHLIGHTS FOCUSING ON BI/ANALYTICS Date: November 20, 2013 Time: 1:00pm 2:00pm EST 10:00am 11:00pm PST Length : 1 hour, including Q&A visier Visier l analytic applications
More information