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Reorganized in Fall 2008, this is the home page of the Client Support Services wiki space.  Included among the things it organizes are:

  • agenda development for the CSS Managers meeting, biweekly on Tuesday at 11 am. 
  • work planning artifacts, such as the Strategic Plan, Operating Plan, short-range goals, etc..
  • assessment tools and results, such as client satisfaction surveys, process dashboards, etc.

Meetings

1. CSS Managers Calendar and Agendas
Managers should open the calendar and agendas page to add items for the next or an upcoming meeting.  (Posting to the agenda is much preferred to relying on a roundtable offering if time permits.)  Notes from the meeting are entered in-line and stored in the meetings archive, linked to the calendar and agendas page. 

Presentations

1. CSS All-Hands
Presentation used in the March 13 2009 All Hands session. Please note that this is not for distribution outside of IS&T. 
2. Cost Savings Ideas and Realization (CSIR) Update
A roadshow by Rob to various CSS groups in lieu of convening everyone in N42-demo center just for that. The powerpoint slides will download when you click the title above.

Work Plans

1. FY2009 Operating Plan.
The master copy of the CSS Operating Plan is now here in this wiki. 
It began from the "109 Activities" document from Spring 2008. At the 11/25/2008 Managers meeting, we agreed to create an editable wiki version of this plan as the canonical repository of the plan.  (It is possible to export the wiki page in an attractive format into PDF or Word, so there is no particular reason to keep the word version alive.)

The Quality Service Goals document once put forward by Don Montabana early in FY09 has been deprecated in favor of renewed attention to the items already in the FY2009 plan above, generated months earlier and approved by VPstaff.

2. What We're Responsible For...

    1. CSS Products & Services list
      1. 2009 version in draft form as of 2/2/2009. -- an attachment to this page.
    2. Resource Model View of Staff Allocation
      1. 2/24/2009 meeting agreed on a shared, visible list of task names to allocate against. 
    3. Client Lists ... DITR
      1. DITR SLA clients -- an excel attachment to the DITR page above
      2. DITR Plus clients -- also an excel attachment to the DITR page above
    4. Metrics ... Metrics
      1. CSS Catalog of Measures - 3 yr comparisons of key variables, using time-series graphs
      2. This year to last year -- a more numerical view of this-year to last-year for more variables
      3. Quarterly reports metrics -- the metrics section of the CSS quarterly report.
    5. Project Management
      1. XDPP Updates - the latest XDPP spreadsheet is here
      2. Daptiv - project entries, WBS/Task lists, Resource estimation, Timesheets

Process Development and Documentation Efforts

1. Vocabulary for Software Support levels in the new download page
Jon circulated a vocabulary precis at the 11/4/2008 managers meeting.  It is posted here.

2. Checklist for Engaging CSS on Project and Service Releases
This work is underway now.
(ISDA has a fragmentary version they now include in their project planning.)

3. Model of a Release Decision Process
At the 1/13/2009 managers' meeting, we suggested creating a wiki instance of our Working model of a Release Decision Process, for group updating.  

4. CSS-HQ Reporting and Metrics
One component of CSS 2.0 includes a revamping of the Reporting and Metrics system, including process documentation and a redesign to distribute responsibility for it deeper into the teams affected by it. First up ... the Help Desk

Assessment Efforts  

1. Quarterly Reports
The latest official quarterly reports are collated by the VP's office and published in the Reports page of the IS&T web site.  As there is often a lag between the submission of the reports and their appearance on the main site,
Our internal QR development page is here. 

2. Public-Facing Measures
The latest version of the IS&T Public Facing Measures site portrays a selected subset of measures drawn from the Quarterly Reports of several directorates.

3. Internal Process Dashboards and Client Snapshot Survey Reports
We maintain a variety of reports on RT-queue ticket handling and per-ticket client satisfaction snapshot survey reports .


 

Emergency contact info for CSS Managers

This page is limited-access to members of css-managers-list and css-tl only. 
It has home phone and cell phone info for everyone on that list and is understood to be used only in emergencies.

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