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