Transcript Outsourcing Recommendation

eiNetwork
2009 Help Desk Plan
Presentation to Libraries -Transition Discussion
March/April, 2009
•
•
•
•
•
•
•
•
Background and Rationale
Vendor Selection Process
Help Desk Area
Network Administration Area
PC Security Administration Area
Who is Questeq?
How Will the new Help Desk Work?
Transition Process
Presentation to Libraries
Transition Discussion
1
Background and Rationale
• Goals for making these changes are to focus eiNetwork expert staff
on:
 Specialized, core applications (ILS, Cybraryn).
 New technologies and new ways of doing business.
• Opportunity to gain efficiencies in administration of Help Desk
function.
• eiNetwork began examining the Help Desk service potential early in
2008.
• In October, Corporate members directed the process to move forward.
March/April, 2009
Presentation to Libraries
Transition Discussion
2
Vendor Selection
Regular status updates provided to Technology Group, Steering Committee,
LAC, and eiN Board throughout the process.
Process
October
Nov/Dec
• Develop RFP.
• Sent to 6 vendors.
• Gather and review vendor proposals .
• Eliminate two vendors (Proposed scope of work too narrow).
• Develop vendor presentation instructions and process.
• Conduct presentations.
January • Identify outstanding issues to work with remaining 2 vendors.
•
•
February
•
•
March/April, 2009
Multiple discussions to clarify scope and develop more acceptable pricing.
Visit vendor facility and customer site.
Telephone interviews with customer references from both vendors.
Develop budget analysis and recommendation for eiN Board.
Presentation to Libraries
Transition Discussion
3
Recommendation to eiN Board
February 2009
• Vendor recommendation accepted: Questeq
• Service areas include:
– Help Desk Standard Functions.
– Network Administration Basic Service.
– PC Security Administration Basic Service.
• The proposed change is “cost neutral” to eiN.
• One year contract with renewal option.
• eiN staff changes have been anticipated and
planned.
• Transition to occur in stages.
March/April, 2009
Presentation to Libraries
Transition Discussion
4
Help Desk Area
• Outsourced work:
–
–
–
–
–
–
Warranty hardware
Network outage
Software problems to vendor
Locked records
Move, add, change
Reboot, reset, replace
Inhouse
35%
Outsource
65%
• In-house work
– Complex ILS/Cybraryn work
– New site plan/setup
– Increased agility to handle new
work
March/April, 2009
Presentation to Libraries
Transition Discussion
5
PC Security Administration Area
•
Basic services are outsourced:
– Push regular updates for OS
Allocation of eiNetwork Staff Time
Illustration
security, anti-virus, Office, browser,
plug-ins
– Manage PC image(s)
– Track inventory
•
Basic Services
100%
80%
eiN staff reallocated to budgeted or
new initiatives:
60%
Site imaging
Zero touch management
OS streaming
Model flexibility (e.g., MACs)
Cybraryn replacement
20%
–
–
–
–
–
Initiatives
40%
0%
Current
Post outsourcing
Note: This reallocation of staff is consistent with
recommendations in the Technology Assessment
Report.
March/April, 2009
Presentation to Libraries
Transition Discussion
6
Network Administration Area
• Basic services are outsourced:
– Monitor up/down
– Onsite replace/install
– Configuration management
Allocation of eiNetwork Staff Time
Illustration
Basic Services
Initiatives
100%
• eiN staff reallocated to budgeted
or new initiatives:
– Server “cloud”
– Edge equipment replacement
strategy
– VoIP
– “Redbox”
– Other new network services
80%
60%
40%
20%
0%
Current
Post outsourcing
Note: This reallocation of staff is consistent with
recommendations in the Technology Assessment
Report.
March/April, 2009
Presentation to Libraries
Transition Discussion
7
Who is Questeq?
March/April, 2009
Presentation to Libraries
Transition Discussion
8
About Us
• More than 25 years in business
• 48 employees
• Privately owned United States company
• Corporate office - Moon Township
• Customer base – local and national
• Roots in serving K-12 education
Our Customers
Pittsburgh Public Schools
Cleveland Municipal School District
Allegheny Intermediate Unit
Beaver County Intermediate Unit
West Allegheny School District
Cornell School District
Riverside School District
Elizabeth Forward School District
Franklin Regional School District
Peters Township School District
Blackhawk School District
Center Area School District
Big Beaver Falls School District
Steel Center AVTS
Bensalem School District
Franklin Regional School District
Western Area CTC
Azur Enterprises
Dialysis Clinic
Teredesai, McCann & Associates
Supportive Services
Beaver County Rehabilitation
Center
Butler County Childrens Center
City of Beaver Falls
First Merit Settlement Services
Lark Enterprises
Lilly Optometric
Moon School District
McCarter Transit
Michael Kusturiss, Attorney
Nichols and Slagle
North Hills SD
Our Help Desk
Services
• Client Relationship Manager: Rick Letterman
– Six Help Desk staff members dedicated to eiNetwork
– Additional staff will be trained for overflow support
• New Help Desk tracking system: Big Web Apps
– Web-based, email-driven
– Focus to improve customer communication
Sample of an E-mail after a Ticket has been submitted
You will receive an e-mail update every time one of
following actions is taken against a ticket:
• A new ticket is created
• A ticket is closed.
• A ticket is reopened.
• Information requests from assigned technicians.
You can reply to the e-mail and your message will be put into the original ticket
Once your ticket has been resolved a technician will close your ticket and you will receive an email notification like the one below will be sent
Transition Planning
Help Desk
•
How will I contact the Help Desk?
–
–
•
Initially, most of eiNetwork’s existing processes will be adopted by Questeq.
Libraries can easily open tickets through the web, and will have much more information about status.
Using the new Help Desk system and email will improve efficiency in getting your problem or request
addressed.
What is the communication plan?
–
–
–
–
–
–
•
PC
Security
Acmin
How will my interaction with the Help Desk change?
–
–
–
•
Phone number will not change.
New Help Desk system is web-based and email driven.
Network
Admin
Inform Libraries via email.
Meet with Technology Council and Steering Committee to discuss transition.
Meet the vendor and discuss transition at the April User’s Group.
Meet with various CLP groups.
Provide regular email updates to einlibs.
Provide documentation about Help Desk system and updates at member.einetwork.net
What is the timeline?
–
–
–
PC Security Administration area is well underway. Questeq sent the March updates.
Help Desk phone transition will occur mid-April. The eiNetwork will provide overlapping services for an
initial period.
Transition for Network Administration area will begin in late March.
March/April, 2009
Presentation to Libraries
Transition Discussion
18