Onstage Web: Disney Call Center Intranet & Internal Business Form Applications

Highlights8/08/05

Disney OnStage Call Center Operations Intranet & Database Applications Developed, launched and maintained by:

Tone’ Shelby

Overview:Overview:Overview Snapshot:As of: 08/01/05# of pages: 865# of web interactive database applications: 17# of User Content Modules: 2Current Files in OSW: 2,651of 1,786 which are images / pictures

There are 14,826 Links in the current Web12,684 are internal links2,142 are external links869 links in the current web that be reached from the home page0 Broken links

98 recently added files within the last 30 days (includes pages & images)100% up time on pages and all applications for last 31 daysLanguages / Tools / Servers:Front-end: HTML, DHTML, XHTML, CSS, JavaScriptFront page 2000 is used for HTML & tweak Hand coded. All other of these languages are hand-codedBack-end: ASP; VBScript, SQL – All hand-codedFile Management & Reporting: Front Page 2000Hit Counter Application: AXIS 2.0Server Admin: IIS 4.0Content Replication (headends) with residence on Three Web Servers

Home Home Page:Page:

OSW Site Index & Top Tool Bar Features: Search / Mission Possible, Hot & OSW Site Index & Top Tool Bar Features: Search / Mission Possible, Hot & New etc.New etc.

•Originally developed in 2000 & has evolved with redesigns additions and deletions.• First start was 4 Pages and grew in size and usage each year.• Has become an integral part of CM productivity.• Top Tool bar is a shared file across all pages.• 8 Parent areas which reflect in the navigation structure both in the top tool bar and are categorized automatically in the site index as changes are made.• Average maintenance updates and additions combined are 125 per month non-peak & 150 per month peak season.•Structured to be easily maintainable.•User entered content & automatic content areas are included that are DB driven and security assignment authenticated.• Average # of Hits per day non-peak season: 2,500 & Peak Season 6,500. (Does not include application usage)

OnStage Web Mission Statement: "To provide Cast Members a user friendly, fun, easily navigated intranet that provides team communication and provide cast members the web based resources, tools and information necessary to provide and enhance Disney Class Service to our guests."

Parent Page: Cast Member Parent Page: Cast Member CornerCornerThis area was designed for information that directly affects the Cast Member individually.

Parent Page: Guest ServicesParent Page: Guest ServicesThis area was designed for information that directly affects the guest for individual programs, sites and promotions.

Parent Page: How Do I?Parent Page: How Do I?This area was designed for procedural information and training materials.

Parent Page: Product ReferenceParent Page: Product ReferenceThis area was designed for information that pertains to products.

Parent Page: Hot Links Parent Page: Hot Links This area was designed for hyperlinks to Disney sites, Shippers and other resources necessary.

Parent Page: TeamsParent Page: TeamsThis area was designed for information & communications for department teams & overall center teams.

Parent Page: Who, What, Parent Page: Who, What, Where?Where?This area was designed for access to contact & overall company information.

Additional Highlighted Sub Parent Additional Highlighted Sub Parent Areas:Areas: Coach’s Tool Box was for Coach and Manager specific access.

OSW Application: MPFOSW Application: MPF

This application is the single most used application in the Call center and provides two way communication between departments & cast members to resolve guest issues. Scalable & generic with dynamic control tables to add & change reasons, names and other information.

See Details Details of Application( Right Click Link To Open In New Window)

OSW Application: “My PBI”OSW Application: “My PBI”

This application was designed to provide dynamic individual CM Incentive Plan Statistics with individual login authentication as well as Management Performance Management information.

See Details of Application( Right Click Link To Open In New Window)

OSW Application: Role CallOSW Application: Role CallThis application was designed and serves as an integral part of Cast Member enrollment, redefinition and exit as well as providing CM Profile data to all other system applications. Very Scalable with dynamic control tables.

See Details of Application( Right Click Link To Open In New Window)

OSW Application: Call TallyOSW Application: Call Tally

This application allows Cast Member to submit overall Call Category,Types & Reasons from the Guest to Management for a variety of topics and issues. Tallies are viewed & reports dynamically generated & saved for a variety of reasons such as strategic planning etc. See Details of Application( Right Click Link To Open In New Window)

OSW Application: Guest OSW Application: Guest Comment FormComment Form

This application allows Cast Member to submit overall comments from the Guest to Management for a variety of topics and issues that the Guest wishes to share. Comments are shared with corporate on a weekly basis and are saved for a variety of reasons such as strategic planning etc.

OSW Application: MPF Score OSW Application: MPF Score CardCard

This dynamic MPF application add-on page was housed in the Coach’s tool box part of OSW & was designed for quick dynamic information and status of current MPF’s in play.

OSW Application: DS.com OSW Application: DS.com Leveraged Product Lists; DVD, Leveraged Product Lists; DVD, VHS, MBBP, SnowglobeVHS, MBBP, Snowglobe

These are Product lists housed in a Database with each page having a keyword or item # query function with results links dynamically linked to DS.com product pages on user demand.

OSW Application: PZ Watch OSW Application: PZ Watch Shipping Confirmation Deliverer Shipping Confirmation Deliverer LeveragedLeveraged

This application was designed to allow the Cast Member to quickly track PZ Watches shipped for the guest by dynamically accessing the shipper site link after entering the Order#.

OSW Application: PZ Item DetailOSW Application: PZ Item Detail

This Application was designed to provide the Cast Member detailed PZ entering instructions on all current PZ items thereby reducing PZ errors. The item is also dynamically linked to the DS.com site location for product details.

OSW Application: Guaranteed OSW Application: Guaranteed Delivery Not Met Tally Delivery Not Met Tally ApplicationApplication

This Application was designed to allow the Cast Member to quickly report any Guaranteed Deliveries Not Met on Holidays and provides Management information on what was done to satisfy the guest.

E-Learning Module(s)E-Learning Module(s) Used in Training New Cast Members with Login Page. PowerPoint converted to web using standard templates. Adaptable to any topic.

OSW Applications: Breaking OSW Applications: Breaking News & Shipping Status Content News & Shipping Status Content ManagerManager Breaking News Shipping Status

These user content modules were designed to allow specific users to post Breaking News Communications and Shipping Information directly onto OSW with immediate display.

OSW Applications: Security OSW Applications: Security Admin ModuleAdmin Module

This application was designed to provide Administration to assign, change & delete authentication for Advanced User Access on all dynamic Applications on OSW on a real-time basis.

EnEndd