Finance Enterprise Systems Finance: Finance Business Solutions 1 Process Management Review Information Session

Streamlining ticket handling processes and workflow Providing regular updates to customers and user champions Assisting user champions to resolve queries Providing targeted training Improving self-help resources Resolving tickets according to priority Management of financial enterprise system changes/enhancements Issue Resolution and Customer Service Improvements

Issue arises Customer reviews Knowledge Base Consults with user champion If operational issue, user champion resolves If unable to resolve, user champion raises Ticket for Systems Support Identification of Issues

No Resolution Process Ticket Raised Triage Performed User Support Solution? Systems Support Solution? System Change Provide Solution Action Yes By Whom User Champion Janz Reinecke George Nikiforos, Sharon Moore System Solution Architects Maria Perkov Heidi Woolf Melissa Yau Janz Reinecke Update Knowledge Base Provide Solution

Streamlining Ticket Resolution - Customer Benefits 5 Process User champions continue to provide ‘First Level Support’ to transactional users FBS provide ‘second level support’ to address systems issues Tickets will be prioritised for resolution Feedback while tickets are being assessed Benefits User champions are able to share and improve knowledge with their team Specialist FBS knowledge is given to more technical or difficult queries Critical issues to be dealt with more quickly Improved oversight and clearance of issues User champions will be updated frequently, depending on the severity of the issue

System Changes/Enhancements - Customer Benefits 6 Process Application of robust project management techniques Collection of all relevant data prior to the commencement of work Assessment criteria for system change requests Shared responsibility in the delivery of outcomes Benefits Improved project oversight Delivery of objectives in line with timeframes More efficient identification of root cause Better identification of alternative solutions Effective benefits realisation reporting following delivery Items providing maximum value or greater efficiencies will be prioritised for delivery Ability to better leverage appropriate staff expertise Improved management of end to end delivery of solution

Additional Practical Help 7 Another avenue of help available to all users will come from the introduction of a web based Knowledge Base. Knowledge Base Collection of regular updates on NSF functionality, tips and FAQ’s First ‘point of call’ when you are unsure of what to do Contains links to training materials, the on-line self training tool (UPK) and other helpful systems information Can be found on the Finance intranet site