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Transcript of FMC: TeamWorks Updategeorgiafmc.org/annual conference/2012/SAO TeamWorks Update.pdf · FSCM Query...
FMC: TeamWorks Update September 2012
Page 2
SAO Customer Survey
► Please complete the survey at your desk
The more detail you can provide the better we can improve
our services to you, our customers
Page 3
Get Connected to SAO
► Subscribe to Mail Chimp
► Assign Delegate to CFO or CIO
Communication Groupings
CFO (and delegate)
CIO (and delegate)
Travel Community
FSCM Community
HCM Community
Page 4
Touch Points with Agencies
SAO TeamWorks
Strategic Partner Council
User Groups
Agency Specific
Meetings
Agency Group
Meetings
Page 5
FY12
HCM Upgrade v9.1
FY13
User Ability: W-2 Reissuance
Infrastructure Refresh Phase 2
Infrastructure Refresh Phase 1
Agency Specific Projects
User Ability: Labor Release
TeamWorks FY12 Projects
FSCM Upgrade v9.1
Session Mandate Agency Changes
GDC: T&L and Absence Management
TW Tuner
Page 6
FY12 TeamWorks Accomplishments
CSC/ Help Desk Allow Hold Option with Opt Out to V-mail Track Ticket SLO, Repeat Tickets, Training
Issues
Security and Travel Calls – Now through CSC Call Back Time from 2 weeks to 2 hours: 95% of
the time
Service Level Objectives/ Agreements
Ticket time tracker enable SAO to reduce SLO targets
SLO Update in Process: to include security information, supported browser information, etc..
Training and Communication
HCM TeamWorks Online Training Complete, T&L and FSCM in process
Feedback from Customer Surveys: Alerted SAO of the desire to remove 6pm bounce in HCM,
replace List Serv with Mail Chimp, etc..
Project Management
Enable agency merge mass transfer automation SPRC enable prioritization of projects and lack
of dropped project requests
Quality Assurance
Testing tools enabling assurance of project business and functional requirement testing
Review of customization and queries to reduce unused/ unneeded and replace with beneficial
enhancement/ query builds
Page 7
FY13 FY14 3 Year
Plan
Time and Labor
State-Wide
FY15
Absence Management
State-Wide
Grant/Project Costing/ Contracts
State-Wide
Billing Module
State-Wide
nVision Reporting
State-Wide
FSCM Query
State-Wide
TeamWorks 3-year plan
Vendor Sync
COA FSCM
Implementation
GDOT T&L and Absence
Management Assessment
TGM Rollout TCSG
DPH T&L and Absence Management
Assessment/ Implementation
TW Portal
Page 8
Improved SLOs for Tickets
FY12 Closed SLO Times
• Emergency: 5 Business days or less
• High: 15 Business days or less
• Medium: 30 Business days or less
• Low: 60 Business days or less
FY13 Closed SLO Times
• Emergency: 3 Business days or less (most resolved w/i 1 day)
• High: 5 Business days or less
• Medium: 10 Business days or less
• Low: 15 Business days or less
SAO will resolve 95% of tickets within
the timeframes defined above
Page 9
TeamWorks Metrics
DHS, 18
SAO, 11
DOC, 10
Agency Name Missing, 9DOL, 6
DJJ, 6GDOT, 6
DBHDD, 6
DNR, 4
DOR, 4
DOAS, 4
TCSG, 3
DCH, 2GBI, 2
DDS, 2
Pub Safety Trg Center, 1
Gov Of of Hwy Safety, 1
DPS, 1
Atty Gen, 1
TRS, 1
Pub Defenders Std Council, 1
Veterans, 1
DOE, 1 Ins & Safety Fire Comm, 1
Inspector Gen, 1
Customer Survey Responses by AgencyCustomer Survey Responses Aug 2012
Agency Name # of Responses
DHS 18
SAO 11
DOC 10
Agency Name Missing 9
DOL 6
DJJ 6
GDOT 6
DBHDD 6
DNR 4
DOR 4
DOAS 4
TCSG 3
DCH 2
GBI 2
DDS 2
Pub Safety Trg Center 1
Gov Of of Hwy Safety 1
DPS 1
Atty Gen 1
TRS 1
PDSC 1
Veterans 1
DOE 1
Ins & Safety Fire Comm 1
Inspector Gen 1
Total 103
Page 10
TeamWorks Metrics
3
53
1
0
Total Survey Scoring Results
Satisfied
Very Satisfied
Dissatisfied
Very Dissatisfied
Page 11
TeamWorks Metrics
3,971
1,067
733
3,858
877
552
(97%)
(81%)
(72%)
0 1,000 2,000 3,000 4,000 5,000
Security
HCM
FSCM &SLB
Number of Tickets
First Call Resolution - August 2012
Closed by Tier 1
Total Open
71% 72% 67%
72% 72% 75%
85% 86% 83% 85%
81% 82%
96% 96% 96% 97% 97% 97%
0%
20%
40%
60%
80%
100%
120%
Mar-12 Apr-12 May-12 Jun-12 Jul-12 Aug-12
1st Call Resolution Running Totals - August 2012
FSCM
HCM
Security
Page 12
TeamWorks Metrics
DPH 10%
GDOT 7%
DHS 7%
SAO 5%
Forestry 3%
OPB 3%
DCH 3%
DNR 3%
DOE 3%
DCA 3%
Other 53%
FSCM Top Ten Agencies Contacting SAO
DOC, 13%
DHS, 8%
DPH, 6% DBHDD, 5%
GDOT, 5%
DOL, 5%
DJJ, 4%
SAO, 3%
DNR, 3%
DOE, 2% Other, 47%
HCM Top Ten Agencies Contacting SAO
DOC, 16%
DBHDD, 9%
GDOT, 7% DHS, 6%
Dept of Public Safety, 6%
DHS-DFACS, 5%
DJJ, 5% DOL, 5%
DOR, 3%
DHR-Public Health, 3%
Others, 37%
Security Top Ten Agencies Contacting SAO
Page 13
TeamWorks Training Update
► UPK Update
TeamWorks HCM Online Training v9.1: Complete
TeamWorks FSCM Online Training v9.1: In Process
► CVIOG Training
CFO Refresher Course
1099s
AP/PO Vouchers
Garnishments
Tools/Tips/Tricks – Uploads from spreadsheets, works,
etc.
Tree Refresher
Vendor Set up
Page 14
Potential Changes to TeamWorks
► Online Security Form to update emails and phone
numbers
Remove End User Capability
► HCM employee change = auto change to Financials
► Online Security Form: thru Agency Specific Security
Agent
► Labor Release Deadline: End of Oct. 2012