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Prepared by the Virginia Department of Criminal Justice Services PTCC 2.6.16 …the future of case management DCJS presents:

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Presentation on theme: "Prepared by the Virginia Department of Criminal Justice Services PTCC 2.6.16 …the future of case management DCJS presents:"— Presentation transcript:

1 Prepared by the Virginia Department of Criminal Justice Services PTCC …the future of case management DCJS presents:

2 Prepared by the Virginia Department of Criminal Justice Services Agenda 1. Current PTCC Projects 4. Role of Super-user 5. PTCC Support & Ticket Process 3. Overview of PTCC v Implementation Plan

3 Prepared by the Virginia Department of Criminal Justice Services Current PTCC Projects VPN conversion PTCC v2.7 & 3.0 PTCC Training –New staff –Super-users

4 Prepared by the Virginia Department of Criminal Justice Services VPN Conversion

5 Prepared by the Virginia Department of Criminal Justice Services VPN Conversion

6 Prepared by the Virginia Department of Criminal Justice Services VPN Conversion Benefits of VPN –Reduced cost –Increased speed & reliability –24X7 up time –Allows for enhancement possibilities

7 Prepared by the Virginia Department of Criminal Justice Services Implementation Plan Phase 1 Phase 2 Phase 3 Pilot Testing: Fairfax Hampton/Newport News Rappahannock Regional Jail Training: New Functionality Client Install Instructions Upgrade on Server Update on Client Update/Train Staff Installation:

8 Prepared by the Virginia Department of Criminal Justice Services Overview of PTCC v Open Active Placements Window

9 Prepared by the Virginia Department of Criminal Justice Services Overview of PTCC v Scheduler

10 Prepared by the Virginia Department of Criminal Justice Services Overview of PTCC v Schedule Detail

11 Prepared by the Virginia Department of Criminal Justice Services Overview of PTCC v Contact Violations

12 Prepared by the Virginia Department of Criminal Justice Services Overview of PTCC v Custom Sort

13 Prepared by the Virginia Department of Criminal Justice Services Overview of PTCC v Case Notes

14 Prepared by the Virginia Department of Criminal Justice Services Overview of PTCC v Appointment Calendar Report

15 Prepared by the Virginia Department of Criminal Justice Services Overview of PTCC v Staff Training Hours Log

16 Prepared by the Virginia Department of Criminal Justice Services Overview of PTCC v Monthly Service Placements

17 Prepared by the Virginia Department of Criminal Justice Services Role of Super-User PTCC Application –Maintain support tables –Staff maintenance Setting up new users and managing access accounts Update and maintain staff training hours –Training new staff

18 Prepared by the Virginia Department of Criminal Justice Services PTCC Support & Ticket Process

19 Prepared by the Virginia Department of Criminal Justice Services PTCC Support & Ticket Process Reported to Help Desk Super-User Review Problem Identified Ticket Generated Problem Resolution

20 Prepared by the Virginia Department of Criminal Justice Services PTCC Support & Ticket Process Priority Level Description Low These issues have a work-around to the problem and are often cosmetic or design issues that cause minor inconvenience Medium These issues have a work-around to the problem and will only be addressed after all High priority tickets have been closed High Urgentsite down and must address immediately

21 Prepared by the Virginia Department of Criminal Justice Services PTCC Support & Ticket Process Support works best when its a team effort!

22 Prepared by the Virginia Department of Criminal Justice Services Roles and Responsibilities PTCC Help Desk will be responsible for: –supporting the PTCC software application –logging all incidents, assigning a tracking number, and notifying the end-user of the incident number –initial troubleshooting of incoming incidents (if possible) –identifying and transferring any incidents to the appropriate group –ensuring that a satisfactory resolution has been met –owning all incidents within the scope of support

23 Prepared by the Virginia Department of Criminal Justice Services Roles and Responsibilities Super-user will: –Provide first level support for local users –Attempt to isolate problems and identify those that are eligible for support –Work with their local IT organization to resolve technical issues –Serve as the point of contact for site issues with the PTCC Help Desk –Train new staff to use PTCC –Ensure backup procedures are successful

24 Prepared by the Virginia Department of Criminal Justice Services Roles and Responsibilities Local IT Support Staff –The support received by local IT will vary in scope of support responsibility based upon each programs needs and service level agreements. Anything outside the scope of support provided by the PTCC Help Desk should be provided locally –Desktop and network support should be provided by local IT support staff

25 Prepared by the Virginia Department of Criminal Justice Services PTCC Help Desk Contact Info Send errors and suggestions to PTCC Help Desk via Call the PTCC Help Desk at


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