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PTCC 2.6.16

PTCC 2.6.16. DCJS presents:. …the future of case management. Agenda. 1. Current PTCC Projects. 2. Implementation Plan. 3. Overview of PTCC v2.6.16. 4. Role of Super-user. 5. PTCC Support & Ticket Process. Current PTCC Projects. VPN conversion PTCC v2.7 & 3.0 PTCC Training New staff

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PTCC 2.6.16

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  1. PTCC 2.6.16 DCJS presents: …the future of case management

  2. Agenda 1. Current PTCC Projects 2. Implementation Plan 3. Overview of PTCC v2.6.16 4. Role of Super-user 5. PTCC Support & Ticket Process

  3. Current PTCC Projects • VPN conversion • PTCC v2.7 & 3.0 • PTCC Training • New staff • Super-users

  4. VPN Conversion

  5. VPN Conversion

  6. VPN Conversion • Benefits of VPN • Reduced cost • Increased speed & reliability • 24X7 up time • Allows for enhancement possibilities

  7. Implementation Plan Phase 1 Phase 2 Phase 3 Pilot Testing: Training: Installation: Hampton/Newport News New Functionality Upgrade on Server Fairfax Client Install Instructions Update on Client Rappahannock Regional Jail Update/Train Staff

  8. Overview of PTCC v2.6.16 • Open Active Placements Window

  9. Overview of PTCC v2.6.16 • Scheduler

  10. Overview of PTCC v2.6.16 • Schedule Detail

  11. Overview of PTCC v2.6.16 • Contact Violations

  12. Overview of PTCC v2.6.16 • Custom Sort

  13. Overview of PTCC v2.6.16 • Case Notes

  14. Overview of PTCC v2.6.16 • Appointment Calendar Report

  15. Overview of PTCC v2.6.16 • Staff Training Hours Log

  16. Overview of PTCC v2.6.16 • Monthly Service Placements

  17. Role of Super-User • PTCC Application • Maintain support tables • Staff maintenance • Setting up new users and managing access accounts • Update and maintain staff training hours • Training new staff

  18. PTCC Support & Ticket Process

  19. PTCC Support & Ticket Process ProblemResolution Ticket Generated Reported to Help Desk Super-User Review Problem Identified

  20. PTCC Support & Ticket Process

  21. PTCC Support & Ticket Process Support works best when it’s a team effort!

  22. Roles and Responsibilities • PTCC Help Desk will be responsible for: • supporting the PTCC software application • logging all incidents, assigning a tracking number, and notifying the end-user of the incident number • initial troubleshooting of incoming incidents (if possible) • identifying and transferring any incidents to the appropriate group • ensuring that a satisfactory resolution has been met • owning all incidents within the scope of support

  23. Roles and Responsibilities • Super-user will: • Provide first level support for local users • Attempt to isolate problems and identify those that are eligible for support • Work with their local IT organization to resolve technical issues • Serve as the point of contact for site issues with the PTCC Help Desk • Train new staff to use PTCC • Ensure backup procedures are successful

  24. Roles and Responsibilities • Local IT Support Staff • The support received by local IT will vary in scope of support responsibility based upon each program’s needs and service level agreements. Anything outside the scope of support provided by the PTCC Help Desk should be provided locally • Desktop and network support should be provided by local IT support staff

  25. PTCC Help Desk Contact Info • Send errors and suggestions to PTCC Help Desk via e-mail: ptcchelp@dcjs.virginia.gov • Call the PTCC Help Desk at 866-311-1452

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