PRT Meeting May 2011 United States Department of Agriculture Office of the Chief Financial Officer National Finance Center.

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Presentation transcript:

PRT Meeting May 2011 United States Department of Agriculture Office of the Chief Financial Officer National Finance Center

Schedule Release Summary As of 5/3/2011 GESD Projects scheduled –138 Projects Scheduled GESD Projects Unscheduled Breakdown –23 Projects on hold –60 Awaiting Response –157 FRD In Process –89 TBD 2

Schedule Release Summary (Cont.) TBD Project Breakdown by Line of Business (LOB) as of 5/3/ TBD Total by LOB TBD NFC Initiated TBD Customer Initiated via SPR PPS47182 EmpowHR16110 PPS/EmpowHR440 webTA1650 CLER/DPRS441 PCIP/IPPS200

Schedule Release (SR) Status CY 2011 PP12 Projects –68 Projects Scheduled CY 2011 PP20 Projects –32 Projects Scheduled CY 2011/2012 Annual Release Projects –5 Projects Scheduled Off Release Projects –33 Projects Scheduled 4

Software Change Request Totals Software Change Requests –2009, 547 SCR’s Completed –2010, 540 SCR’s Completed –2011, 169 SCR’s Completed (as of 5/3/2011) 5

Software Change Requests Summary 6 FebruaryMarchApril Scheduled Unscheduled On Hold24 23

Software Change Request (SCR) Summary 7 FebruaryMarchApril SCR’s Received SCR’s Scheduled SCR’s Closed402724

Software Problem Report (SPR) Summary 8 FebruaryMarchApril Beginning Balance Received Closed Ending Balance373021

SPR Received Summary 9 FebruaryMarchApril Priority 1 – Critical 001 Priority 2 – High 244 Priority 3 – Normal

SPR Closed Summary 10 FebruaryMarchApril Priority 1 – Critical 001 Priority 2 – High 227 Priority 3 – Normal

SPR - Average Age at Closure (Days) 11 FebruaryMarchApril Critical001 High3115 Normal445

Software Problem Report (SPR) Totals SPR’s –2009, 1265 SPR’s Completed –2010, 1490 SPR’s Completed –2011, 525 SPR’s Completed as of April 30,

PPS – Help Desk Statistics 13 FebruaryMarchApril Service Level 80% Calls answered w/in 30 seconds 2659 of 3243 (82%) 2966 of 3878 (76%) 2449 Of 2916 (84%) First Call Resolution (Goal 70%) 3195 of 3243 (98%) 3797 of 3878 (98%) 2869 Of 2916 (98%) 90% Resolution Of Written Inquiries w/in 7 days 277 of 279 (98%) 306 of 308 (99%) 397 Of 397 (100%)

Web TA Hosting Plus – Help Desk Statistics 14 FebruaryMarchApril Service Level – 80% Calls answered w/in 30 seconds 76 of 82 (93%) 93 of 95 (98%) 82 Of 85 (96%) First Call Resolution (Goal 70%) 82 of 82 (100%) 94 of 95 (99%) 85 Of 85 (100%) 90% Resolution Of Written Inquiries w/in 7 days 129 of 129 (100%) 161 of 161 (100%) 95 Of 95 (100%)

Scheduled Releases (EmpowHR) Working Release Schedule 15 ReleaseDefine Scope ProposalGo Live Release 9 (cy 11 pp12) 11/25/201012/13/20106/13/2011 Release 10 (cy 11 pp20) 3/14/20113/31/201110/3/2011

Incident Report (IR) Summary 16 FebruaryMarchApril Beginning Balance IR’s Received IR’s Closed Ending Balance 6359

EmpowHR IR Average Age at Closure * 17 FebruaryMarchApril Critical Critical Critical

EmpowHR – Help Desk Statistics 18 FebruaryMarchApril Service Level – 80% Calls answered w/in 30 seconds 440 of 507 (87%) 543 of 633 (86%) 440 of 514 (86%) First Call Resolution (Goal 70%) 475 Of 507 (94%) 602 Of 633 (95%) 477 Of 514 (93%) 90% Resolution Of Written Inquiries w/in 7 days 148 Of 148 (100%) 195 Of 195 (100%) 158 Of 158 (100%)