Request FulfillmentProject Update

January 15, 2015

Background

• Over the past 18 months we have heard from you• You escalated issues related to “requests”• Issues have included:

– inconsistencies with requests– contact – scope – due dates– status of requests – closure– how do I escalate?

• Launched project to solve these issues

Project Details

• In early summer of 2014 charter developed• Reviewed charter with Advisory Council • Requested input from agencies• We used a Lean technique based on root cause analysis• Met with agency representatives to validate that we

were focused on the “right” issues (DOL, AGR, DSHS)• Formed a CTS team to work on root cause analysis• Conducted workshops for solution development

Focus of Workgroups

• Root causes of the issues raised• Prioritizing and organizing improvement areas• Reviewed/established the procedures/expectations

for requests• The role of the queue monitor• The role of the supervisor/manager

Roles

• Managers focus on workload management and review of process for their teams

• Queue monitors focus on request tickets getting assigned within a business day

• CTS team members working requests are the ones actually fulfilling the requests

• Customer Account Managers will assist when requests span multiple major service areas or where customers are requesting new services or when there is an escalation

Steps to Fulfill Request• Contact the customer by next business day– confirm the scope of request– confirm due date needs, negotiate due date, or establish date

when due date can be established– review the customer’s requirements for status, how does the

customer want to interact – email, phone? • Fulfill the request – perform the work• Close the request with an email providing contact information of

the CTS team member should there be issues

Frequent Questions

1. What about “quick turnaround” requests?• routine requests completed in 24 hours – email closure

2. What if something changes?• re-engage CTS and customer to review, update dates as

needed

3. What if CTS does not receive required information or no contact from requestor?

• reach out to customer, attempt 3 times (a week apart), then close

How Can You Help?

• Tell us if something is URGENT• Let us know if you have a “hard deadline”• Provide us the information we need to fulfill the

request – don’t assume we know• Continue to use the unique request ticket number on

communications and place in the SUBJECT line of email• Provide us feedback on specific requests • Provide us feedback on the process – through your

Customer Account Managers

Performance Measures

How will we hold ourselves accountable?

•Metrics to track against due dates for requests•Metrics to track timeliness of ticket assignments•Solicit feedback through survey tool across service areas after each request is fulfilled

Next Steps

• Completed CTS training December 2014 - rollout underway!• Finalize metrics and begin review with 2015 information • Extend the survey tool to service areas over the next months• Solicit feedback on process changes• Let us know how we are doing – be specific• Contact your Customer Account Managers with any concerns• Like with Incident Management – review process, adjust,

continue to review and improve• Assessment at mid-year 2015

Request Fulfillment Project Update

Questions?

Contacts:

Laura Parma laura.parma@cts.wa.govLarry Lee larry.lee@cts.wa.govSteve Lovaas steve.lovaas@cts.wa.govLyle Tillett lyle.tillett@cts.wa.gov