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Work Request Process Improvement & VITA Service Catalog

Work Request Process Improvement & VITA Service Catalog AITR Briefing April 15, 2010 Improve the Customer Experience www.vita.virginia.gov 1 Status – Work Request Processes Prior months’ activities Analyzed Process of Initiation of Request Breaking the logjam of the current backlog

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Work Request Process Improvement & VITA Service Catalog

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  1. Work Request Process Improvement & VITA Service Catalog AITR Briefing April 15, 2010 Improve the Customer Experience www.vita.virginia.gov 1

  2. Status – Work Request Processes • Prior months’ activities • Analyzed Process of Initiation of Request • Breaking the logjam of the current backlog • Monitoring new requests for adequacy of requirements • Current Focus – Work Orders and Processes • Standardizing work orders • Managed Router 128kbps (ABC Stores) – complete • Managed Router (other capacity) – in process • Wireless LAN – in process • Software Distribution – in process • New Processes Documented • Complete a Revised Initial Request Form • We will be asking the agencies to actively participate in initiating the RFS • New Critical Work Request process drafted • Future Focus • Continue standard work order development and establish revised “Design and Build” work order process • Migrate standard work orders to a customer facing catalog

  3. Plan for the VITA Service Catalog • Collect all VITA services into one customer-facing Catalog • Define a limited number of customer order paths and promote services to simplest path possible • Build the VITA Catalog in an intuitive Shopping Cart format • Utilize eVA for requisition • Short-term: Static Catalog • Target: PunchOut catalog option

  4. CATALOG Customer View of VITA Catalog REQUISITION PUNCHOUT AND RETURN ORDER eVA users RESEARCH/PLANNING/SOW eVA users Agency Management Other eligible customers

  5. Status – Catalog Project • Project Approved for Planning (non-Major) • Project on Parallel Tracks • Content Development • Kicked off with Infrastructure SME (Operations) and EAD • Content development underway • eVA Static Catalog (thought to be the quick solution) • Loaded desktop, laptop, tablet, network printer services in eVA’s UAT environment • Only 3 out of 26 had defined prices • VITA Catalog Application (eVA PunchOut) • Requirements development nearing completion • Looking at VITA’s Web Content Management vendor as possible provider of shopping cart development tools

  6. eVA Static Catalog has limited function

  7. Full VITA Catalog will have more…. Catalog Content Development Database displayed as a proxy

  8. Catalog Interfaces and Paths – Use Cases 1 2 3 Defined Pricing Including Defined Price Work Orders PO WORKFLOW P2P quote needed PO WORKFLOW Telecom Defined Price Defined Price Service or Work Order TSR Process Link No shopping cart / No eVA

  9. Catalog Interfaces and Paths – Use Cases PO 4 5 6 Work Order Undefined Price TBD@vita.virginia.gov (Tom Nikles) Work Order* w/ Prices Added TSR Process Link No shopping cart / No eVA PO Design and Build CSL ->RFS Process SOW* & Quote TSR Process Link No shopping cart / No eVA 3rd Party IT Contract 3rd Party Quote PO TSR Process Link No shopping cart / No eVA * SOW/Work Orders for telecommunications solutions will need to be returned with TSR form for submission.

  10. Background Optional Slides

  11. P2P well-defined product/service order VITA eVA PO PROMOTE Needs Price Quote SOW Defined VITA eVA VITA VITA CSL Quote PO Service Request Design and Build CATALOG Designers Architects Contracts Subs VITA CSL NG Other Vendors NG Other Vendors NG Other Vendors NG Other Vendors NG Other Vendors VITA eVA VITA SOW with Quote PO Customer Order Paths – Promote to Efficient Path

  12. eVA Catalog Options eVA offers two catalog options in addition to non-catalog requisitions • Static Catalog • Spreadsheet-like list of vendor’s product • Limited in ability to handle complex services with bundled options/features • PunchOut Catalog(hosted on vendor’s site) • Requires vendor to have “Shopping Cart” web-site with Ariba standard interface to send data back to eVA • Provides vendor the opportunity to bundle products and features into a complete service offering • Brings back the product/service/bundle into eVA • Guides customer to the right process

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