Request
Management System
Overview &
Education
November 2012
Russell Quattlebaum
rquattlebaum@spp.com · 501.614.3520
Agenda
• Business Problem & Approach
• Customer Engagement Process
• Request Management System
• Keys to Success
• Actions to Complete
2
Business Problem & Approach
• Business Problem:
– Customers have commented on surveys they do not
consistently get timely and high-quality resolutions
– SPP Staff experience confusion and frustration over who is
responsible for which customer engagement activities
• Approach:
– Formalize an engagement process and implement a tool to
automate as much of the process as possible
– Establish central points of contact to manage requests and
engage subject matter experts
3
Customer Care & Engagement Process
Assign
Request
Workstream
Inquiry
Acknowledge
Request
Determine
Response
Fulfill
Request
Submitting
Request
5
SPP’s Customer Care & Engagement Process
Workstream
Inquiry
Acknowledge Request
• Request Submitter gets
immediate notification that
Request was received and
assigned
• Request states Service Level
Agreement (SLA) in place:
1.
2.
1 day for acknowledgement
5 days for resolution, or
restatement of expectation if
beyond 5 days
E-mail
Received by
Submitter
7
SPP’s Customer Care & Engagement Process
Workstream
Inquiry
Assign Request:
• Auto-assigned when
‘Quick Pick’ is utilized
• CPOC (Central Point of
Contact) determines path to
resolution
 Research / Respond
 Assign to SME
 Schedule internal meeting
 Consult governing documents
 Involve Customer Relations
SPP’s Customer Care & Engagement Process
Workstream
Inquiry
Determine Response
• CPOC may pick from list of
Tasks, or create Tasks
• Any assignee may engage
Customer Relations when:
•
1.
Response requires
participation of multiple
departments/teams
2.
Response requires facilitation
of multiple perspectives
3.
Response impacts customer
relationship with SPP
CPOC validates response
E-mail
Notification to
SME with
assigned Task
. . . and
Notification
on RMS
Home Page
14
Task worked
by Assigned
SME and
Task is
Completed
√
15
SPP’s Customer Care & Engagement Process
Workstream
Inquiry
Determine Response, cont.
• Any assignee may escalate
the request when:
1. Resolution will take
longer than the SLA
2. Resolution will require
higher-level of
consideration / approval
3. Urgency of Request due
to looming deadline
SPP’s Customer Care & Engagement Process
Workstream
Inquiry
Fulfill Request
• Assignee documents
resolution of Request and
sends ‘public’ note to
submitter
• ‘Solution’ includes directions
for re-opening request if not
satisfied with resolution
• Assignees document Labor
Hours in ticket
Document &
Communicate
Solution
19
Document &
Communicate
Solution
20
Keys to Success
Role
Benefits
Responsibilities
•
Request
Management
System (RMS):
IssueTrak
hosted
solution
•
Automates logging, tracking,
notification and escalation
Provides reporting and metrics
Enables knowledge base for easier
resolution
Tracks Service Level Agreements (SLA)
in place
•
Quick Pick
Menu
•
Minimizes routing/rerouting activity
by specifying needs and directly
engage right CPOC/SME
•
•
•
•
•
•
Customer Relations –
Queue manager ensures
issues/requests assigned
Central Points of Contact –
fields Quick Pick requests;
engages SMEs as needed
Submitter – Stakeholder or
SPP Staff selects from
predefined options
21
Keys to Success, cont.
Role
Benefits
Responsibilities
•
•
Broad view across status of all
requests
Ability to monitor tool performance
Assigns Requests which do not utilize
Quick Picks
•
Establishes central point of contact to
avoid confusion over who does what
Fosters accountability for followthrough
•
Queue
Manager
•
•
•
CPOC
•
•
•
•
•
Subject
Matter Expert
•
•
Provides expertise and knowledge to
resolution
Increases quality of resolution
•
•
Fields non-Quick Pick
requests and determines
path to proceed
Helps with escalation if
needed
CPOC – engages other
SMEs if answer not
immediately known; tracks
issue to closure
CPOC – escalates issues:
→ exceeding SLA
→ requiring managerial
approval/direction
CPOC - assigns task(s)
SME – documents activity
through Notes and Labor
Hours
22
Actions to Complete
Action
Timing
•
Train CPOCs
•
•
October 3, 2012
October 12, 2012
•
Deploy tool into production
•
October 10, 2012
•
Train SMEs
•
October 9–11, 2012
•
Rollout for Marketplace Inquiry Process
•
October 16, 2012
•
Rollout for Joint Working Group Action
Items
•
TBD 2012
•
Rollout for all inquiries to SPP
(Customer Relations)
•
TBD 2013
•
Rollout for Settlement Disputes
•
March 2014
Link: https://spprms.issuetrak.com
Your User ID = Your SPP e-mail address
Password = “Welcome01”
23
Customer Care & Engagement Process
Assign
Request
Workstream
Inquiry
Acknowledge
Request
Determine
Response
Fulfill
Request