S70_IT Customer Centric Reorganization - Whats in It for You_LTC2013

7/29/2019 S70_IT Customer Centric Reorganization - Whats in It for You_LTC2013

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IT Customer Centric

Reorganization at DOTD

Brad D. Doucet

February 20, 2013


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Purpose of Todays Presentation:

To discuss why and how changes were made in the IT

Section at DOTD.

To discuss how our experience can help your

organization align itself to provide great customer

service.


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Change

"If you want to make enemies, try to change something.

Woodrow Wilson

When youre finished changing, youre finished.Benjamin Franklin

"Change is the law of life and those who look only to the past

or present are certain to miss the future.John F. Kennedy


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The Way We Were

Technical Support Services

IT Director 3

Application

Services

Business Management Admin Asst 5

Business

Applications

GIS

Services

Engineering

ApplicationsManaged Services Desktop Support

CADD

ServicesNetwork Support

Mainframe

Support

ERP Office


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Why We Changed

We were asked by DOTD Management to consider: Where we need to improve services to our customers, especially in the area of LaGov

(our new ERP System)?

Where can we best utilize peoples skills sets?

What will we most need immediately and in the future?

Strengths Weaknesses Opportunities and Threats (SWOT)

sessions, as well as customer surveys measuring the

importance and satisfaction of the services provided by IT,

helped us identify some specific changes we needed to make.


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Proposed Changes

Build an IT Customer Support Team that includes and embraces LaGov as

well as other IT initiatives.

Align teams cross functionally from anywhere in the IT organizational

chart to Objective Advancement Teams and Infrastructure

Advancement Teams.

Leverage more of existing GIS services and establish and implement a GIS

Strategic Plan.

Stress Project Management.


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Where We Are


IT Director 3

GIS

Services

Application

Services


IT Customer Services

IT Customer

Support Team

IT Customer

Advisory

and Advocacy

Team

ERP

Support


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IT Director 3

GIS

ServicesApplication

Services



ERP Support

LaGov Workshops Work Processes

Enhancements

IT CustomerSupport Team

ERPSupport

IT CustomerAdvisory

and Advocacy

Team


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What Does ERP Support Team Do?

Understand the functions of the ERP and work with the users of the ERP to

document their business processes.

Assist users in ongoing ERP implementation, optimization, and

enhancements.

Develop and lead ERP trainingsessions to help users get more out of the

system.

Work closely with other teams in IT to assure users get what is needed out

of the ERP.


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IT Director 3

GIS

ServicesApplication

Services



IT Customer Support Team

Service Desk

Training Coordination

Application Testing /

Documentation

Overall Project Management

ERP Support

LaGov Workshops Work Processes

Enhancements

IT CustomerSupport Team

ERPSupport

IT CustomerAdvisory

and Advocacy

Team


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What Does the IT Customer

Support Team Do?

Manage the IT Service Desk, provide first line support, and triage and

route customer calls for higher level support.

Coordination of IT training, workshops, and customer outreach sessions.

Application Testing / Documentation



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IT Director 3

GIS

ServicesApplication

Services



ERP Support

LaGov Workshops

Work Processes

Enhancements

IT Customer Services Service Desk

Training Coordination

Application Testing / Documentation


IT Customer Advisory and Advocacy Team

Business Aligned Customer Representatives Learns the Business / Work processes / Needs

Serves as a Customer Advocate to IT

General IT Consulting and Request Management

IT CustomerServices

ERPSupport

IT Customer

Advisoryand Advocacy

Team


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Alignment of Customer Advisors &

Advocates at DOTD

Office of Management & Finance

HR, Finance, Budgets, Procurement, etc.

Office of Multi-Modal Planning

Intermodal, Transportation Planning, Public Transportation, etc.

Office of Operations

Maintenance, Intelligent Transportation Systems, Traffic Services, etc.

Office of Engineering

Construction, Project Development, Traffic Engineering, etc.

Office of Operations District

District Administrators, Assistant Administrators, Tech Reps, etc.


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What Does a Customer

Advisor & Advocate Do?

Develop an in depth understanding of their assigned business area, their

business areas work processes, and the business areas usage of IT

systems, including LaGov.

Provide general IT consulting, high level project management, and serve as

a customer advocatewithin their respective business area.

Assess estimated or perceived project value with customers, and assist

assigned business area with project requirements definition and proactiveplanning.


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More of What Customer

Advisors & Advocates Do:

Assure proper communication takes place between all groups, and

conduct follow-ups with customers to assure needs were met.

Get intimately involved in development and implementation projects astime and skill sets allow.

Work closely with Application Services, Technical Support Services, GIS

Support Services, other teams within IT Customer Services, the IT Business

Office, and Cross-functional Objective Advancement teams to help defineneeded resources and to make sure priority customer needs are met.


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IT Director 3

GIS

ServicesApplication

Services



Focused on Development, Customization,

and Maintenance of Applications used

throughout the Agency.


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Application Services

Strategy

Manage and define incoming customer requests, and plan and track allapplication services projects across IT.

Provide in-house application development and maintenance services.

Provide management of contracted application development projects.

Work closely with IT Customer Services, Technical Support Services, GISSupport, and the IT Business Office as needed to make sure prioritycustomer needs are met.


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IT Director 3

GIS

ServicesApplication

Services



Focused on the maintenance and support of IT

infrastructure:

Severs/Desktops/Laptops

Network Infrastructure and Environment

SharePoint Environment

Etc.


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Technical Support Strategy

Support and maintain all IT infrastructure technology for theAgency.

Manage and define incoming customer requests, and planand track all technical support services projects across IT.

Work closely with IT Customer Services, Application Services,GIS Support, and the IT Business Office as needed to makesure priority customer needs are met.


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IT Director 3

GIS

ServicesApplication

Services



Focused on growing and maintaining the GIS

environment and implementing the GIS

Strategic Plan.


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GIS Strategic Plan

1. Fully Implement Enterprise Linear Referencing System

2. Define and Integrate Participating Business Systems

3. Define and Create Enterprise Applications

4. Implement Statewide Clearinghouse

5. Create Enterprise GIS Steering Team


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Advancement Teams(uses parts of people cross functionally across IT)

Video

Conferencing

Strategy

eBusiness

Technical

And Data

Architecture

Team

Other

Priority

Advancement

Teams

GIS

Strategic

Implementation

Team

Legacy

Migration

And BI

Other

Infrastructure

Teams

PlanningCustomer

Satisfaction

Survey

Team

ObjectiveAdvancement

Teams

InfrastructureAdvancement

Teams etc.,etc.

Security

Coordination

Team

Request

Management

and

Project Tracking

Team

Web

Conferencing

Network

Optimization

(QCIP)

etc.,etc.

VOIP


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Going Forward We Will

Continue to conduct surveys to measure importance and satisfaction of

the services provided by IT, and use the results of these surveys to

continue to fine tune the areas of the IT Section.

Ensures continued efficiencies and effectiveness in providing IT services.

Establish and implement an IT Governance Team to help establish an

agency-wide IT Investment Plan and implement Large Project Request

management processes.

IT Governance Team helps IT focus and align on the critical issues that will most help

the agency accomplish its business objectives.

Continue to use more Cross-functional Advancement Teams


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IT Vision at DOTD:

We work together as one team in

partnership with our customers to

deliver awesome results for theagency and the state.


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Questions?

S70_IT Customer Centric Reorganization - Whats in It for You_LTC2013

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