equipment reservation system an online success story by:michael t. smith raytheon intelligence and...
Post on 19-Dec-2015
216 views
TRANSCRIPT
Equipment Reservation SystemAn Online Success Story
By: Michael T. SmithRaytheon Intelligence and Information [email protected]
Mike GerberNWS, Office of Climate, Water, and Weather [email protected]
Borrowing Shared Computer Equipment
TraditionalProperty
Management
OnlineReservation
SystemE-Gov
Four Categories of E-GovHarvard Business Review, Michael Hammer
1. E-Gov Information
2. E-Gov Automation
3. E-Gov Reengineering
4. I-Gov Innovation – Novel use of information that technology makes possible
Getting to I-Gov Innovation
Customer focus
Move beyond old way of doing business
Enable improvements with technology to ensuresustainable results
Provide actionable information
}Define
Measure
Analyze
Improve
Control
Computer Equipment Loans Transformed
Traditional Way
Paper forms/logs
Availability?
Visit Sys Admin
Unreliable delivery
Equipment Reservation System
Online, pre-populated, pushed
Browse available inventory
On demand
Scheduled pickup or delivery
DemonstrationDemonstration
Confirmation Email
Property Pass Pushed to Customer
Notification Pushed to Admin
- Nag notices follow as date approaches
System Usage(since July 2004)
303 Loans to 47 employees
53% Verizon Wireless Cards
18% Laptop Computers
15% Projectors
12% Flash Memory Drives
1% DVD Writer
89% Presentations/Conferences
61% Telework
56% General Travel}
Performance Measures
37% of OCWWS employees served
94% Say very important or important to getting their job done
94% Overall customer satisfaction
Customer Satisfaction
Traditional Reservation System
Ease of Use 17% 100%
Reliability 36% 89%
What quality of change/effect did we effect on our customers?
Customer TestimonialsPositive:“I am grateful the system is so easy to use.”
“The online Equipment Reservation System is great.”
“This system is a vast improvement over the old system which depended upon individual effort and a lot of time to make the arrangements. It basically depended upon "connections" and sometimes those outside of OCWWS. The creator and developer of this system deserve an award!”
“…glad to be able to get the wireless cards when I need them.”
Opportunity for improvement:“...frequently…a particular piece of equipment that I need is already checked out…
wireless cards. This forces me into paying for Internet service at a hotel, spending an inordinate amount of my personal time in the evenings on dialup service, or just being unresponsive to NWS and customer emails.”
“It would be nice to see a calendar of when equipment IS available.”
Actionable Information
Wireless cards unavailable 33% of the time– Calculate optimal # cards– Analyze reservation request patterns
Actions- Increase card/employee ratio from 1/25 to 1/17 (7 cards)- Consider adding reservation calendar
Shared Wireless Cards ROI
Annual costs:
29 Cards (w/o sharing) = $24,360
5 Shared cards (actual) = $4,200
7 Shared cards (optimal) = $5,880
Return on Investment (ROI):
Actual = $20,160/yr, Optimal = $18,480/yr
Increased productivity and morale
Recommendations
Reservation System– Greater adoption to maximize NOAA’s ROI– More re-engineering and innovation
Innovation in other Areas– Telework– Transportation subsidies– StormReady– Admin and program areas
Final Thoughts
Create innovative solutions that provide customer value and help meet NOAA’s mission
Technology is not the solution, but the enabler of customer focused business strategies which result in the solution!