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.
We've had a request to change the archiving layout to pages that are easier to print without printing 14 to 16 pages of irrelevant meetings. As of 12/16/2008, that request has been filled.
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.
Process Development and Documentation
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. XDPP Cross-Directorate Project Planning Process
The XDPP team meets monthly. It works from the latest version of this excel document that arranges a cross-directorate subset of IS&T's current projects in a convenient list.
4. CSS using Daptiv to track its staff commitments to formal and less-formal project work
At the 10/28/2008 managers' meeting, we surfaced the idea of more explicitly tracking CSS Resource Assignments to big commitments like IS&T Projects, formally managed or not. A meeting with Darlene will lead to a group meeting where we do a demo and presentation on how it might go for us to take that on.
This page is the node where that material starts. To get to daptiv, go to http://login.daptiv.com
5. 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.
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, a copy of our submittals 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.