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Caci International — American Management Systems — 2003 Army Users' Conference

34 slides from Caci International's conference presentation, Jul 15, 2003

1. Slide 1: SPS Help Desk Presentation

   SPS Help Desk Presentation Lynn McKnight and Greg Summer SPS Help Desk – 2003 Army Users’ Conference Customer Support July 15 2003 American Management Systems, Inc., 2003

2. Slide 2: Agenda

   Agenda „ SPS Help Desk Mission „ Defining The SPS Help Desk Support „ What’s new in the 2003 –2004 Help Desk Agreement „ Issue flow „ SPS Help Desk Metrics „ AcquiLine Help Desk Support „ Remote Desktop Sharing Tools „ Help Us Help The SPS User Community „ SPS Help Desk Future Initiatives „ Question

3. Slide 3: SPS Help Desk Mission

   SPS Help Desk Mission American Management Systems, Inc., 2003

4. Slide 4: Mission

   SPS Help Desk Mission „ The Standard Procurement System (SPS) Help Desk provides customer support to the Department of Defense paperless acquisition community by assisting users with operational issues related to their use of the SPS software suite „ We are committed to delivering world- class custo

5. Slide 5: Defining SPS Help Desk Support

   Defining SPS Help Desk Support American Management Systems, Inc., 2003

6. Slide 6: Defining The SPS Help Desk Support

   Defining The SPS Help Desk Support „ The responsibilities and tasks of the SPS Help Desk are defined by the Help Desk Agreement found at http://kb.ams.com/ID/26971 „ The SPS Help Desk is funded by the SPS Joint Program Management Office (JPMO) to provide support, including web-based support for the

7. Slide 7: Defining The SPS Help Desk - Supported Versions

   Defining The SPS Help Desk Support - Supported Versions „ The SPS Help Desk provides support for SPS program production baseline software for licensed PD2 sites. This includes DoD deployed versions of: — PD version 4.1e 2 — PD version 4.2x 2 — SPS-I version 4.1e — SPS-I version 4.2 Increment 1 — FPD

8. Slide 8: Defining The SPS Help Desk - Software Support Conditions

   Defining The SPS Help Desk Support - Software Support Conditions „ SPS Help Desk support applies to PD², FPDS, Adapter, and SPS-I software applications that have: — Received SPS JPMO acceptance — Received a component decision to deploy — Are in operation at a government site following an SPS JPMO de

9. Slide 9: Defining The SPS Help Desk - How does it Work

   Defining The SPS Help Desk Support - How does it Work „ Provides 24 hour support, 5 days a week (SPS Help Desk is closed from 2100 Friday through 2100 Sunday) support through: — Toll-free phone – fax line — Web – e-mail „ Assists Authorized Callers with their operational issues in response to a PD2,

10. Slide 10: Defining The SPS Help Desk - How does it Work

    Defining The SPS Help Desk Support – How does it Work „ Provide a Knowledge Base of frequently asked questions (FAQs), technical white papers, and work solutions „ Provide forums for communication of customer needs within the SPS organization (e.g., SPS Web sites, Info- Mails, chat sessions) „ Assis

11. Slide 11: Defining The SPS Help Desk - Authorized Caller Process

    Defining The SPS Help Desk Support – Authorized Caller Process „ The number of PD2 Authorized Callers per Government Site is determined by the total number of user licenses purchased for the Site „ In addition, each Government Site that has SPS-I Software that has been initially installed by AMS and

12. Slide 12: How to become a PD2 Authorized Caller

    Defining The SPS Help Desk Support – How to become a PD2 Authorized Caller „ Attend AMS/AMS-Certified Instructor Led Training (ILT) System Administrator Course „ Attend AMS/AMS-Certified ILT Contracts, Contract Administration, or Simplified Acquisition Course „ At least one Authorized Caller must at

13. Slide 13: How to become a SPS-I/Adapter Authorized Caller

    Defining The SPS Help Desk Support – How to become a SPS-I/Adapter Authorized Caller „ To qualify as a SPS-I Authorized Caller, the user must meet one of the following criteria: — Attend AMS’s ILT SPS-I Administrator Training — Receive waiver approval for specific individual from the JPMO „ To quali

14. Slide 14: What's New in the 2003-2004 Agreement

    What’s New in the 2003 - 2004 SPS Help Desk Agreement American Management Systems, Inc., 2003

15. Slide 15: What's new in the 2003-2004 Help Desk Agreement

    What’s new in the 2003 –2004 Help Desk Agreement „ Support for software upgrades including Maintenance and Service Releases „ Support for Contingency Contracting „ EOFY Weekend support for the last three weekends of September „ JPMO Adapter support – with the exceptions of connectivity, mappings, an

16. Slide 16: Issue Flow

    Issue Flow American Management Systems, Inc., 2003

17. Slide 17: Issue Flow

    Issue Flow Level 2 Technical Support SR Level 1 Level 3 ICG Support Support Level 2 Functional Support Web Support 17

18. Slide 18: Issue Flow - Initial Contact Group (ICG) Responsibilities

    Issue Flow – Initial Contact Group(ICG) Responsibilities „ Opens new Service Requests from incoming calls, e-mails, voicemail messages, faxes, or “SR Online” „ Provides status on existing Service Requests „ Performs live call transfers to Level 1 analysts „ Closes resolved Service Requests „ Maintai

19. Slide 19: Issue Flow - Level 1 Responsibilities

    Issue Flow – Level 1 Responsibilities „ Receives Service Requests from ICG „ Validates issues with Authorized Callers „ Validates processes that were followed by users when the problem was encountered „ Troubleshoots up to 30 minutes to identify a resolution „ Provides resolutions, and with Authoriz

20. Slide 20: Issue Flow - Level 2 Responsibilities

    Issue Flow – Level 2 Responsibilities ƒ Receives Service Requests from Level 1 ƒ Troubleshoots Service Requests to provide correct resolutions ƒ Requests diagnostics from Authorized Callers to help troubleshoot issues ƒ Provides functional or technical resolutions, and with callers concurrence, clos

21. Slide 21: Issue Flow - Web Support Responsibilities

    Issue Flow – Web Support Responsibilities ƒ Publishes Frequently Asked Questions ƒ Publishes known work solutions „ Posts Help Desk Service Request records „ Maintains documentation about the SPS products and the use of the SPS products „ Maintains Help Desk Service Request status tracking functiona

22. Slide 22: SPS Help Desk Metrics

    SPS Help Desk Metrics American Management Systems, Inc., 2003

23. Slide 23: Metrics - Number of Service Requests

    SPS Help Desk Metrics Number of Service Requests SPS Service Requests Opened by Month 600 500 400 300 200 100 0 Oct- Nov- Dec- Jan- Feb- Mar- Apr- May- Jun- Air Force 02 02 02 03 03 03 03 03 03 Army Navy Oct- Nov- Dec- Jan- Feb- Mar- Apr- May- Jun- 02 02 02 03 03 03 03 03 03 ODA Air Force 127 82 72

24. Slide 24: Metrics - Length of Time for Service Requests Resolution

    SPS Help Desk Metrics Length of Time for Service Requests Resolution 5% 11% <=2 <=7 18% 51% <=14 <=30 >30 15% Number of days Issues closed due to lack of response = 5.3% (251 issues) 24

25. Slide 25: AcquiLine Help Desk Support

    AcquiLine Help Desk Support American Management Systems, Inc., 2003

26. Slide 26: AcquiLine

    AcquiLine Help Desk Support „ The AcquiLine Help Desk can be reached Monday through Friday from 9:00 AM – 6:00 PM EST at 1-866-467-6311. „ AcquiLine support includes but is not limited to: — Developing scripts to overcome software related defects but not to address software enhancements — webMethods

27. Slide 27: Remote Desktop Sharing Tools

    Remote Desktop Sharing Tools American Management Systems, Inc., 2003

28. Slide 28: Remote Desktop Sharing Tools - Benefits

    Remote Desktop Sharing Tools - Benefits „ Immediate, on-line assistance during the initial call, by using existing web technology „ Visual access to the screen of the user, while still on the phone, which allows for faster issue resolution „ Can optionally “drive” the user’s application, if access i

29. Slide 29: Help Us Help the SPS User Community

    Help Us Help the SPS User Community American Management Systems, Inc., 2003

30. Slide 30: Help Us Help the SPS User Community

    Help Us Help the SPS User Community „ Respond back to us — Let us know if your issue is resolved — Send in script results or screen captures that the SPS Help Desk analyst requests — Positive confirmation that a provided resolution solved your issue will allow us to post the solution to the Knowledg

31. Slide 31: Help Us Help the SPS User Community

    Help Us Help the SPS User Community „ Understand the SPS Help Desk manager on call process „ Love your Database – MAKE SURE YOU ARE PRACTICING EFFECTIVE DATABASE MAINTENANCE – Backups, DBCCs, etc. „ Only use scripts issued by the SPS Help Desk for their intended purpose and only use them one time, u

32. Slide 32: SPS Help Desk Future Initiatives

    SPS Help Desk Future Initiatives American Management Systems, Inc., 2003

33. Slide 33: SPS Help Desk Future Initiatives

    SPS Help Desk Future Initiatives „ Continue to work with the Army, ART, and the JPMO to provide world-class customer service to the SPS user community „ Re-establish Web chat sessions as a resource for the users „ Expand the Knowledge Base content around PD2 4.2 Increment 2 and the JPMO Adapter „ Ut

34. Slide 34: Questions

    Questions ams et Know-how to Win

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