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FY14 SLA Renewal Process
October 23, 2012
Annual SLA Review
• Purpose– An opportunity to update the Agency Billing (SLA)– An opportunity to review any outstanding agency
issues and past performance.– An Opportunity to review any new service needs.– Update of Agency Budgets (For Consolidated
Agencies only)– Update of the Opportunity Maps
Scope
• All Agencies that receive services from OMES/ISD– Consolidated only
Annual Review Timeline
November December January February March
Customer Survey
Draft SLA’s
Meet with Agencies
Create Slide Deck
Update Opportunity Map
Create Final Budget & Signed SLA
Get Budgets & SLA’s Approved
Service Informat
ion Staging,
bills, SLA’s, etc.
Perform Customer Survey Customer Service Rep Nov 1 – 30th
Draft SLA Based on Current Services – Based on the Master Billing Spreadsheet in the Billing Folder BSD December 1 – Feb 1st
Run Agency CRM Reports for Annual Review Customer Service Rep Nov 15 – Dec 15
Create/Update Annual Slide Deck Presentation CRM/BSD Nov 15 – Feb 1stst
Hold Annual Meeting to discuss needs, Review Survey Results, Review Draft SLA. Construction (3) & Revenue (7): 10 agencies @ 2 per wk for 3 wks and 1 per wk for 4 wks Education (8) & Natural Res(2): 10 agencies @ 2 per for 3 wks and 1 per wk for 4 wksEligibility & Insurance (3): 3 agencies @ 1 per wk for 3 wks Finance Admin (8) & Regulatory (13): 21 agencies @ 3 per wk for 7 wksHealth (1): 1 agency @ 1 per wk for 1 wks Public Safety & Defense (1): 1 agency @ 1 per wk for 1 wks
BSD, Customer Services Dave OBryant Matt Singleton Sarjoo Shah Mike Hedrick Patsy Leisering Ben Gherezgiher
Jan 1 – Feb 15th
7 weeks
Update Opportunity Map BSD December 1 – March 20th
Draft/Create Next Year Budget BSD December 1 – Feb 1st
Have budget approved by ISD Finance BSD, Finance December 1 – March 20th
Have SLA Approved by ISD Finance BSD, Finance December 1 – March 20th
Modify SLA BSD Feb 15 – March 30th
Sign SLA Customer March 30th
Folder Structure
J:
Folder Structure
SLA TemplateBudget Template
Business Segment Folders
Current Agency Billing
Folder Structure
You May need to
create these folders
Perform Customer Survey Customer Service Rep Nov 1 – 30th
Draft SLA Based on Current Services – Based on the Master Billing Spreadsheet in the Billing Folder BSD December 1 – Feb 1st
Run Agency CRM Reports for Annual Review Customer Service Rep Nov 15 – Dec 15
Create/Update Annual Slide Deck Presentation CRM/BSD Nov 15 – Feb 1stst
Hold Annual Meeting to discuss needs, Review Survey Results, Review Draft SLA. •Construction (3) & Revenue (7): 10 agencies @ 2 per wk for 3 wks and 1 per wk for 4 wks •Education (8) & Natural Res(2): 10 agencies @ 2 per for 3 wks and 1 per wk for 4 wks•Eligibility & Insurance (3): 3 agencies @ 1 per wk for 3 wks •Finance Admin (8) & Regulatory (13): 21 agencies @ 3 per wk for 7 wks•Health (1): 1 agency @ 1 per wk for 1 wks •Public Safety & Defense (1): 1 agency @ 1 per wk for 1 wks
BSD, Customer Services Dave OBryant Matt Singleton Sarjoo Shah Mike Hedrick Patsy Leisering Ben Gherezgiher
Jan 1 – Feb 15th
7 weeks
Update Opportunity Map & Program Budget BSD December 1 – March 20th
Draft/Create Next Year Budget BSD December 1 – Feb 1st
Have budget approved by ISD Finance BSD, Finance December 1 – March 20th
Have SLA Approved by ISD Finance BSD, Finance December 1 – March 20th
Modify SLA BSD Feb 15 – March 30th
Sign SLA Customer March 30th
[Program/Agency Name]
e- procurement
Concept Initiation ExecutionPlanning Close
Win7/Office10 New PC Rollout
BI PO Analytics
Updated 10/17/2011
Program name Program nameProgram name
Pro
gram
nam
eP
rogr
am n
ame
Pro
gram
nam
e
Program nameProgram name
year year year
Project name
Project name
Project name
Project name
Project name
Project name
Project name
Project name
Project name
Project name
Project name
IF YOU HAVE NONE, PUT NONE ACROSS YOUR OPPORTUNIITY MAP AND SAVE IT IN THEAGENCY FOLDER.
Create Project/Program Budget[program name] Project Budget FYnn (Estimated Cost)
TOTAL PROJECT COST - Fynn
Project NameProj Ph Hardware Software Training Internal Cost External Cost
Tot Proj Cst 2013
Fynnn
nFynnn
nFynnn
n FynnnnFynnn
n Fynnnn FynnnnFynnn
n Fynnnn Fynnnn Fynnnn
Total
UNFUNDED PROJECTS - Fynn
Project NameProj Ph Hardware Software Training Internal Cost External Cost
Tot Proj Cst 2013
Fynnn
nFynnn
nFynnn
n FynnnnFynnn
n Fynnnn FynnnnFynnn
n Fynnnn Fynnnn Fynnnn
Perform Customer Survey Customer Service Rep Nov 1 – 30th
Draft SLA Based on Current Services – Based on the Master Billing Spreadsheet in the Billing Folder BSD December 1 – Feb 1st
Run Agency CRM Reports for Annual Review Customer Service Rep Nov 15 – Dec 15
Create/Update Annual Slide Deck Presentation CRM/BSD Nov 15 – Feb 1stst
Hold Annual Meeting to discuss needs, Review Survey Results, Review Draft SLA. •Construction (3) & Revenue (7): 10 agencies @ 2 per wk for 3 wks and 1 per wk for 4 wks •Education (8) & Natural Res(2): 10 agencies @ 2 per for 3 wks and 1 per wk for 4 wks•Eligibility & Insurance (3): 3 agencies @ 1 per wk for 3 wks •Finance Admin (8) & Regulatory (13): 21 agencies @ 3 per wk for 7 wks•Health (1): 1 agency @ 1 per wk for 1 wks •Public Safety & Defense (1): 1 agency @ 1 per wk for 1 wks
BSD, Customer Services Dave OBryant Matt Singleton Sarjoo Shah Mike Hedrick Patsy Leisering Ben Gherezgiher
Jan 1 – Feb 15th
7 weeks
Update Opportunity Map BSD December 1 – March 20th
Draft/Create Next Year Budget BSD December 1 – Feb 1st
Have budget approved by ISD Finance BSD, Finance December 1 – March 20th
Have SLA Approved by ISD Finance BSD, Finance December 1 – March 20th
Modify SLA BSD Feb 15 – March 30th
Sign SLA Customer March 30th
Current Budget
Financials Login Screen
Expenditure Report
Select Reporting Tools
Select Query Viewer
First Select Search
Then Select PJG_AP_QUERY_FOR-MH
This is the next screen you will see
This is where you enter the data you want in the query. Please keep in mind that this is based on a fiscal year so period 1 is July not January
This is the result of the query. It can be filtered for IT object codes only and then sorted in any order that you wish.
Create Budget
1.Use the worksheet as a starting point 2.Then update the actual budget spreadsheet
Agency IT Budget Worksheet Agency: Agency #: 1) OSF Services Description Cost/Unit Units Cost $ - $ - $ - $ - $ - $ - $ - $ - $ - Sub Total: $ -
2) IT Related Contracts (if any) Vendor Description/Notes Cost Invoice Frequency $ - $ - $ - $ - $ - $ - $ - $ - Sub Total: $ -
3) Agency Specific IT Personnell (if any) Pin Name Title Sal. & Benefits $ - $ - $ - $ - $ - $ - Sub Total: $ -
4) IT Projects for FY 13 (if any) Vendor Description/Notes Cost $ - $ - $ - $ - $ - $ - $ - Sub Total: $ -
Total Agency Budget $ -
Changes Tracking
1) OSF Services Changes Description/Notes Cost/Unit Change in Units Cost Change $ - $ - $ - $ - $ - $ - $ - $ - $ - Sub Total: $ -
2) Changes in Agency Specific IT Related Contracts (if any) Vendor Description/Notes Cost Change $ - $ - $ - $ - $ - $ - $ - $ - Sub Total: $ -
3) Change in Agency Specific IT Personnell (if any)
PIN Positions Add or Eliminate Sal. & Benefits Change $ - $ - $ - $ - $ - $ - Sub Total: $ -
4) Changes In Project Budget Vendor Description/Notes Cost Change $ - $ - $ - $ - $ - $ - $ - Sub Total: $ - Total Agency Budget $ -
Budget Spreadsheet
IT Professional Services
Contracts
Offices Supplies,
etc.
Travel, Training,
RegistrationsHardware
Anything you are not sure where to put
To be added: Personnel Changes
Finance will fill in this tab
Any tab not specified above, do not touch.
What goes in your budget:1. Personnel Costs2. Agency Specific Contracts3. Program/Project Budgets
DO NOT PUT SERVICESIN YOUR BUDGET.
Perform Customer Survey Customer Service Rep Nov 1 – 30th
Draft SLA Based on Current Services – Based on the Master Billing Spreadsheet in the Billing Folder BSD December 1 – Feb 1st
Run Agency CRM Reports for Annual Review Customer Service Rep Nov 15 – Dec 15
Create/Update Annual Slide Deck Presentation CRM/BSD Nov 15 – Feb 1stst
Hold Annual Meeting to discuss needs, Review Survey Results, Review Draft SLA. •Construction (3) & Revenue (7): 10 agencies @ 2 per wk for 3 wks and 1 per wk for 4 wks •Education (8) & Natural Res(2): 10 agencies @ 2 per for 3 wks and 1 per wk for 4 wks•Eligibility & Insurance (3): 3 agencies @ 1 per wk for 3 wks •Finance Admin (8) & Regulatory (13): 21 agencies @ 3 per wk for 7 wks•Health (1): 1 agency @ 1 per wk for 1 wks •Public Safety & Defense (1): 1 agency @ 1 per wk for 1 wks
BSD, Customer Services Dave OBryant Matt Singleton Sarjoo Shah Mike Hedrick Patsy Leisering Ben Gherezgiher
Jan 1 – Feb 15th
7 weeks
Update Opportunity Map BSD December 1 – March 20th
Draft/Create Next Year Budget BSD December 1 – Feb 1st
Have budget approved by ISD Finance BSD, Finance December 1 – March 20th
Have SLA Approved by ISD Finance BSD, Finance December 1 – March 20th
Modify SLA BSD Feb 15 – March 30th
Sign SLA Customer March 30th
Draft SLA based on:(FY2014 SLA template available Dec 1st)
1. Billing Transaction Upload– this is the current services and amounts that we are billing the agency.
2. The current Budget – for reference as to what was expected to be spent for the current FY.
3. The Expenditure Report – for reference of what was actually spent by both OMES budget and Agency budget; A. Looking for anything that may need to come to OMES Services.B. Looking for contracts that were missed during the consolidation that
now need to come over – if you feel you have any of these, contact Alana Owen to get these moved to OMES.
4. The True-up reports – to modify the quantities of those services that only get changed on an annual basis.
5. Billing Changes submitted since July – Check to see if any changes to the billing has occurred since July – more details to come.
SLA
Your SLA will compute as follows:
Agency FY2014 Budget + Services
Billing Transaction Upload
QuantityAgency Number Part Number
True-Up Reports
We will get al list from Nick & Sunni and put in a folder for the counts per agency for the Following: - PC’s-Laptops-- File & Print-- Email-- Blackberry-- VPN-- Good (we are currently not billing for this, but Nick would like to start in July 2013)
Create a new SLA billing List
SLA Tab Format
Draft SLA Based on Current Services – Based on the Billing Transaction Upload, True-ups and budget.
True-ups
Personnel Costs
Project Budgets
Agency Specific Contracts
Current Billing
Part Numbers:StaffProjectsContractsActual Part Numbers for Services
SLA Parts ListOnce you have complete the SLA Parts list:
1. Save it in your SLA Folder and name it: Example: 400 – Libraries SLA Parts List 20130120
2. copy and past it into the SLA Template (located in the agency template folder). Make sure you use the FY2014 template and make sure you use the latest one for each agency.
Update Agency Contact InformationOMES Contacts
Name Title Phone Email
xxxxxxx Business Segment Director (405) 52x-xxxx xxxxxx@omes.ok.gov
Drew Hall Service Manager (405) 521-2433 drew.hall@omes.ok.gov
Stephanie Tomlinson Customer Service Rep (405) 522-8021 Stephanie.Tomlinson@omes.ok.gov
Agency Contacts
Name Title Phone Email
Perform Customer Survey Customer Service Rep Nov 1 – 30th
Draft SLA Based on Current Services – Based on the Master Billing Spreadsheet in the Billing Folder BSD December 1 – Feb 1st
Run Agency CRM Reports for Annual Review Customer Service Rep Nov 15 – Dec 15
Create/Update Annual Slide Deck Presentation CRM/BSD Nov 15 – Feb 1stst
Hold Annual Meeting to discuss needs, Review Survey Results, Review Draft SLA. •Construction (3) & Revenue (7): 10 agencies @ 2 per wk for 3 wks and 1 per wk for 4 wks •Education (8) & Natural Res(2): 10 agencies @ 2 per for 3 wks and 1 per wk for 4 wks•Eligibility & Insurance (3): 3 agencies @ 1 per wk for 3 wks •Finance Admin (8) & Regulatory (13): 21 agencies @ 3 per wk for 7 wks•Health (1): 1 agency @ 1 per wk for 1 wks •Public Safety & Defense (1): 1 agency @ 1 per wk for 1 wks
BSD, Customer Services Dave OBryant Matt Singleton Sarjoo Shah Mike Hedrick Patsy Leisering Ben Gherezgiher
Jan 1 – Feb 15th
7 weeks
Update Opportunity Map BSD December 1 – March 20th
Draft/Create Next Year Budget BSD December 1 – Feb 1st
Have budget approved by ISD Finance BSD, Finance December 1 – March 20th
Have SLA Approved by ISD Finance BSD, Finance December 1 – March 20th
Modify SLA BSD Feb 15 – March 30th
Sign SLA Customer March 30th
Get Approvals1. Copy SLA and Budget to ISD Finance folder for their review and
approval.
2. Send email to Ray Hankins CC: Sherry Collier letting them know it is ready.3. Once they are done, they will Protect and Rename your files with
APPROVED and the date on the end and send you an email that they are approved.
4. You will then need to move the approved files into your agency 2013-FY2014 folders.
400-Libraries FY2014 Budget
400-Libraries FY2014 Budget Approved 20121015
400-Libraries FY2014 SLA
400-Libraries FY2014 SLA Approved 20121015
Changes after ApprovalsIf you need to make changes after the approvals are made:1. Make the changes to your original working copy, changing the font
color to red on any changes.2. Copy SLA and/or Budget to ISD Finance folder for their review and
approval. 3. Send email to Ray Hankins CC: Sherry Collier letting them know it is ready.4. Once they are done, they will Protect and Rename your files with
APPROVED and the date on the end and send you an email that they are approved.
5. You will then need to move the approved files into your agency 2013-FY2014 folders.
Perform Customer Survey Customer Service Rep Nov 1 – 30th
Draft SLA Based on Current Services – Based on the Master Billing Spreadsheet in the Billing Folder BSD December 1 – Feb 1st
Run Agency CRM Reports for Annual Review Customer Service Rep Nov 15 – Dec 15
Create/Update Annual Slide Deck Presentation CRM/BSD Nov 15 – Feb 1stst
Hold Annual Meeting to discuss needs, Review Survey Results, Review Draft SLA. •Construction (3) & Revenue (7): 10 agencies @ 2 per wk for 3 wks and 1 per wk for 4 wks •Education (8) & Natural Res(2): 10 agencies @ 2 per for 3 wks and 1 per wk for 4 wks•Eligibility & Insurance (3): 3 agencies @ 1 per wk for 3 wks •Finance Admin (8) & Regulatory (13): 21 agencies @ 3 per wk for 7 wks•Health (1): 1 agency @ 1 per wk for 1 wks •Public Safety & Defense (1): 1 agency @ 1 per wk for 1 wks
BSD, Customer Services Dave OBryant Matt Singleton Sarjoo Shah Mike Hedrick Patsy Leisering Ben Gherezgiher
Jan 1 – Feb 15th
7 weeks
Update Opportunity Map BSD December 1 – March 20th
Draft/Create Next Year Budget BSD December 1 – Feb 1st
Have budget approved by ISD Finance BSD, Finance December 1 – March 20th
Have SLA Approved by ISD Finance BSD, Finance December 1 – March 20th
Modify SLA BSD Feb 15 – March 30th
Sign SLA Customer March 30th
Update Annual Slide Deck Presentation
From the Slide Deck created by Customer Service, update the next three pages with the current information for the agency.
Technology Services
Helpdesk• Service Desk• Service Desk Hosting
Application Development• Application Support
Content Management• Imaging• Wiki
Operations• Custom Printing• Courier Services
Cabling• Inside Plant• Outside Plant
Consulting• Desktop• Server & Mainframe
Desktop• Desktop Support• E-mail & Calendar
Data Center and Servers• Data Center Space• Offsite Media Storage
Voice and Data Services• Local Area Network• Wide Area Network• Remote Access• Contact Center• Campus Broadband• Web Conferencing
Security• Policy and Procedures• Risk Assessment• Awareness Training• Cyber Security Seminar
• Mainframe Hosting• Distributed Server Hosting
• Operations Center• Incident Response• Disaster Recovery
• IP Telephone• PBX Telephone• Audio Conferencing• Wireless
• Network
• File & Print Services
Implemented In Progress Planned Not planned
Reporting / Business Intelligence
Payroll/Human Resources
Portal Services
Business Application Services
• Enterprise Learning Management• Manager Self-Service• Employee Self Service
• OK.gov Licensing• GovDelivery• Online Filing System• Bill Pay• Common Checkout
Transparency
Financial Management Systems
Extend / Collaborate Transaction / Streamline
Extend / Collaborate Transaction / Streamline
• Human Resource;• Payroll• Higher Ed Interface • Base Benefits; • Time & Labor
• OK.gov Payment API• Drupal CMS• Go Gov! CMS
• AP Workflow• E-Supplier• E-Bill Payment • Travel Expenses • eProcurement • Strategic Sourcing• Licensing
• General Ledger• Purchasing• Accounts Payable• Accounts Receivable• Asset Management• Inventory• Budget• Billing• Projects, Grants, & Contracts• P-Cards • Grants Provisioning
• Human Resources• Financial Analytics• Procurement & Spending
• ARRA• Open Books• Data.ok.gov
Implemented In Progress Planned Not planned
Agency Specific Application Services
Agency Specific Application Services• Application 1 • Application 2• Application 3• Application 4
• Application 5• Application 6
Implemented In Progress Planned Not planned
If there are no Agency Specific
Application Services, you can remove
this slide
Perform Customer Survey Customer Service Rep Nov 1 – 30th
Draft SLA Based on Current Services – Based on the Master Billing Spreadsheet in the Billing Folder BSD December 1 – Feb 1st
Run Agency CRM Reports for Annual Review Customer Service Rep Nov 15 – Dec 15
Create/Update Annual Slide Deck Presentation CRM/BSD Nov 15 – Feb 1stst
Hold Annual Meeting to discuss needs, Review Survey Results, Review Draft SLA. •Construction (3) & Revenue (7): 10 agencies @ 2 per wk for 3 wks and 1 per wk for 4 wks •Education (8) & Natural Res(2): 10 agencies @ 2 per for 3 wks and 1 per wk for 4 wks•Eligibility & Insurance (3): 3 agencies @ 1 per wk for 3 wks •Finance Admin (8) & Regulatory (13): 21 agencies @ 3 per wk for 7 wks•Health (1): 1 agency @ 1 per wk for 1 wks •Public Safety & Defense (1): 1 agency @ 1 per wk for 1 wks
BSD, Customer Services Dave OBryant Matt Singleton Sarjoo Shah Mike Hedrick Patsy Leisering Ben Gherezgiher
Jan 1 – Feb 15th
7 weeks
Update Opportunity Map BSD December 1 – March 20th
Draft/Create Next Year Budget BSD December 1 – Feb 1st
Have budget approved by ISD Finance BSD, Finance December 1 – March 20th
Have SLA Approved by ISD Finance BSD, Finance December 1 – March 20th
Modify SLA BSD Feb 15 – March 30th
Sign SLA Customer March 30th
Schedule Annual Meeting
• Schedule Annual Meeting with the agency, be sure to include either Drew Hall or Stephanie Tomlinson at each meeting.
Modifications and Re-Approvals
• Make and Modifications that is agreed upon in the meetings, get them approved by ISD Finance again.
File
• Place the signed SLA in the ISD Finance Managers in-basket (They will scan and file the SLA in your folder)
• Make sure all documents are placed in your agency folder
• Update your status report spreadsheet.
Status Reporting
• Each BSD will have their own Status Sheet to update weekly, you will need to put planned date in each column, once the task/deliverable has been completed, update the date and change the color of the cell to Green.
• Add any additional comments in the Status Column.
Status ReportWithin each Business SegmentFolder….
An Excel SpreadsheetFor Status Reporting
Status ReportBusiness Segment
Agency # Agency Name
Customer
Survey Comple
ted (CSR)
Create Customer Slide
Deck (CSR)
Modify Customer Slide
Deck (BSD)
Customer
Meeting Scheduled/Held
(BSD)
SLA Drafted (BSD)
Budget Ready
for Review (BSD)
Budget Approved (ISD FInance
)
SLA Approved (ISD
Finance)
Opportunity Map (BSD)
SLA Signed (BSD)
Status
Education 44 Anatomical Board
Education 55 Arts Council
Education 265 Education Department
Education 269 Teacher Preparation Commission
Education 563 Private Vocational Schools Board
Education 619 Physician Manpower Training Commission
Education 628 Center for Advancement of Science & Technology - OCAST
Education 715 Teachers' Retirement System
Natural Resources
307 Interstate Oil Compact Commission
Natural Resources
566 Tourism & Recreation Department
At the EndAt the end you should have created the following
files:• Budget: 400 – Libraries FY2014 Budget –
Approved 20130129 • SLA: 400 – Libraries FY2014 SLA – Approved
20130130• Slide Deck – 400 Libraries Annual Review
20130215Other items that may have been created:• Budget Worksheet• Issues List• Expenditure Report• Customer Survey Results• Billing SLA Spreadsheet
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