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Ohio Department of HealthDelighting ODH Help Desk CustomersBlack Belt Project Report OutLawissa TidrickApril 14, 2016Project Sponsor: Nathan Huskey, ODHProject Mentor: Marina King, DOTSIMPLER. FASTER. BETTER. LESS COSTLY.lean.ohio.gov

How Did We Get Here? Through collection of Voice of the Customer data, it was determinedthat the ODH Help Desk is not meeting timeliness and quality goalsto the satisfaction of the customer, ODH employees. Dissatisfaction rating was as high as 45% on a specific Help DeskFunction. The business impact of this issue is productivity loss, opportunityloss and increased cost. This impacts the amount of services wecan provide Ohio citizens. A team of employees and customers utilized Lean Ohio tools to leanup the Help Desk processes, set goals for improving customersatisfaction ratings, measure and monitor improvementsimplemented.SIMPLER. FASTER. BETTER. LESS COSTLY.lean.ohio.gov

CUSTOMERSCOPING MEETINGSSIMPLER. FASTER. BETTER. LESS COSTLY.lean.ohio.gov

PROJECTCHARTERSIMPLER. FASTER. BETTER. LESS COSTLY.lean.ohio.gov

Event Scope What is the first step in the process?o Our process begins with Customer issueis reported to the Help Desk What is the final step in the process?o Our process ends with Customer’s issue isresolved to their satisfactionCustomerHelp DeskIssueSIMPLER. FASTER. BETTER. LESS COSTLY.CustomerSatisfactionlean.ohio.gov

Process Improvement GoalsReducecustomer waittimeReduce backlog& decreaseticket resolutiontimeSIMPLER. FASTER. BETTER. LESS COSTLY.Increasecustomersatisfactionlean.ohio.gov

Project DeliverablesSLA documentsProcessproceduresFuture StateSIMPLER. FASTER. BETTER. LESS COSTLY.lean.ohio.gov7

Voice of the EmployeeVariationis Evil!!SIMPLER. FASTER. BETTER. LESS COSTLY.lean.ohio.gov

ODH Help Desk Team Ron Ferencz – Help Desk ManagerSteve Darling – Network /DatabaseJim Gallant – Application SupportErika Sowry – Service NowKim Sander – District OfficeSara Summers – Help DeskRon Karn – Help DeskSIMPLER. FASTER. BETTER. LESS COSTLY. Anna Starr – Program CustomerSusan Weisheimer – FinanceKeith Weaver – Program CustomerJosh Spengler – HRNydia Luckage – WIC Help DeskDevon Priddle – VS Help DeskKevin Palicki – Lean Ohio Green Beltlean.ohio.gov

Week 1 Purpose and goalsScope of projectLean Ohio methodology discussionSIPOCSIMPLER. FASTER. BETTER. LESS COSTLY.lean.ohio.gov

High level process - sipocSIMPLER. FASTER. BETTER. LESS COSTLY.lean.ohio.gov

Baseline DataSIMPLER. FASTER. BETTER. LESS COSTLY.lean.ohio.gov

Baseline DataSIMPLER. FASTER. BETTER. LESS COSTLY.lean.ohio.gov

Baseline DataSIMPLER. FASTER. BETTER. LESS COSTLY.lean.ohio.gov

Baseline DataSIMPLER. FASTER. BETTER. LESS COSTLY.lean.ohio.gov

Data Collection PlanMeasureData Source/LocationHow willdata becollectedWho willcollect dataWhen willdata beCollectedSample sizeHow willdata nicRonFerenczWeekly1 yearProcess incontrol?Measure nczAnnual1 yearConfirm whatthe customerwants fromusTicketsOpenedwith OITServiceNowTicketingElectronicRonFerenczWeekly1 yearProcess incontrol?Measure forimprovementElectronicRonFerenczWeekly1 yearProcess incontrol?Measure forimprovementPhone Call CBTSHoldPhoneTimesSystemSIMPLER. FASTER. BETTER. LESS COSTLY.lean.ohio.gov

Hardware/Computer Tickets Days Open 2015Anderson-Darling Normality TestIf the p is lowthe HO kewnessKurtosisNMinimum1st QuartileMedian3rd QuartileMaximum57.71 06.00025.000441.00095% Confidence Interval for Mean08016024032021.67740032.18095% Confidence Interval for Median5.000Box Plot8.00095% Confidence Interval for StDev47.56755.01695% Confidence IntervalsMeanMedian5101520SIMPLER. FASTER. BETTER. LESS COSTLY.253035lean.ohio.gov

Dotplot of Days Open060120180240300360420Days OpenEach symbol represents up to 4 observations.SIMPLER. FASTER. BETTER. LESS COSTLY.lean.ohio.gov

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One Sample T: Ticket Days Open Test of mu 5 vs not 5Sign test of mean 5 versus not 5Ave CallLengthNMeanStDevSE P .0000The p is low so the means are NOT equal and there is astatistical difference.SIMPLER. FASTER. BETTER. LESS COSTLY.lean.ohio.gov

Boxplot of Days Open(with Ho and 95% t-confidence interval for the mean)XHo100200300400500Days OpenHistogram of Days Open(with Ho and 95% t-confidence interval for the 0420Days OpenSIMPLER. FASTER. BETTER. LESS COSTLY.lean.ohio.gov

Hypothesis TestingHypothesis Testing FormWhat is the Y?Time to completeticketWhat Type of Data?Continuous - RatioIs my data Stable?NOWhat type of tool would you use?Normality TestIs my data Normal? (Outliers?)Data Not Normal; There are OutliersComparing Median or Means?Mean – 26.929; Median - 6Ho: ( )Data normalHa:Data Normal (non-normal)P value: (0.05).005Interpret results:Data is not normalSIMPLER. FASTER. BETTER. LESS COSTLY.lean.ohio.gov

Week 2 Current state process mapping Waste identification Value added discussionSIMPLER. FASTER. BETTER. LESS COSTLY.lean.ohio.gov

Current StateHelp Desk General Ticket ProcessSIMPLER. FASTER. BETTER. LESS COSTLY.Onboarding & Equipmentlean.ohio.gov

ValueAddedTIM U WOODSIMPLER. FASTER. BETTER. LESS COSTLY.lean.ohio.gov

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Week 3 Standard work and error proofing discussion Analysis Brainstorm improvement activitySIMPLER. FASTER. BETTER. LESS COSTLY.lean.ohio.gov

Standard WorkEmployees were asked to draw a pig with a nose,mouth, four legs, tail, nostrils, eye, body and twoears .this is one of the results.SIMPLER. FASTER. BETTER. LESS COSTLY.lean.ohio.gov

What the Customer ExpectedDiscussions with customers and employeesindicated we weren’t processing work the sameSIMPLER. FASTER. BETTER. LESS COSTLY.lean.ohio.gov

Week Four Review current metrics andvoice of the customer results Continue Brainstorming activitySIMPLER. FASTER. BETTER. LESS COSTLY.lean.ohio.gov

Week Five Impact/Control Matrix Prioritize potentialsolutions with Nominalgroup votingSIMPLER. FASTER. BETTER. LESS COSTLY.lean.ohio.gov

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Week Six Clean sheet redesignSIMPLER. FASTER. BETTER. LESS COSTLY.lean.ohio.gov

Week Seven Future state process mapping Discussion and consensus Develop action registerSIMPLER. FASTER. BETTER. LESS COSTLY.lean.ohio.gov

Future StateHelp Desk General TicketsOnboarding and EquipmentSIMPLER. FASTER. BETTER. LESS COSTLY.lean.ohio.gov

FutureStateSIMPLER. FASTER. BETTER. LESS COSTLY.lean.ohio.gov

Summary ScorecardMeasureCurrent LevelNEWChangeProcess Steps804940%Decision Points13654%Handoffs341362%Loopbacks10370%SIMPLER. FASTER. BETTER. LESS COSTLY.lean.ohio.gov

Action RegisterWHOWHATWHENOMIS/HR & Agency DirectivesNew hire - onboarding improvements2 monthsOMIS/HR & Agency DirectivesSoftware installation and system rights improvements3 monthsPhone System Improvements3 monthsService level agreements for Helpdesk work1 monthCustomer self-help improvements1 monthRon FerenczRon Ferencz and Service NowTeamOMIS workgroupRon Ferencz and OMIS workgroup Future State Process4 monthsRon Ferencz and Service NowTeamUtilize metrics to demonstrate staffing needs4 monthsService Now TeamEnsuring customer satisfaction improvements4 monthsNew hire orientation improvement1 monthReview/recommend improvements to laptop issues and equipment underwarranty2 weeksErika Sowry & work groupLawissa and workgroupSIMPLER. FASTER. BETTER. LESS COSTLY.lean.ohio.gov

Some changes thatcan begin immediately Tablets for Help Desk Staff – Complete Clean Image on computers assigned/reassigned – 25%Complete Help Desk technicians open ticket when away from desk –Complete Outlook meeting invite for equipment roll-out – Complete Accessible list of programs and phone numbers for HDstaff - CompleteSIMPLER. FASTER. BETTER. LESS COSTLY.lean.ohio.gov

Project Benefits – TangibleReduction in Help Desk Call hold timesReduction in time taken to resolve Help Desk issuesReliable and consistent measurement of Help Desk activity to determineappropriate staffing levels needed to meet customer requirements Project Benefits – Intangible Improved communications within ODH regarding the Help Desk processTransparency of internal processes and timeframesCross agency team members working together to a common goal!SIMPLER. FASTER. BETTER. LESS COSTLY.lean.ohio.gov40

Implementation PlanSIMPLER. FASTER. BETTER. LESS COSTLY.lean.ohio.gov41

Communication PlanTitleAudienceMediaOwnerFrequencyProject statusupdateImplementationWorkgroupMeeting &dashboardreportLawissaTidrickWeeklyProject statusupdateLean Ohio ly thenat year endLean OhioScorecardLean OhioLean OhioReportLawissaTidrickEnd of ProjectResultsHelp DeskUpdatesODH Staff updates onchanges in process, etc.Email and BB Ron FerenczBoardAs neededODH QualityImprovementCommitteeODH management andstaffODH QIReportEnd of ProjectResultsSIMPLER. FASTER. BETTER. LESS COSTLY.LawissaTidricklean.ohio.gov

Monthly Report OutDelighting Helpdesk Customers Project Dashboard4-7-16% COMPLETEOVERALL PROJECT STATUS INDICATOR16%Percentage Complete% Work 28%0%26%20%0%0%0%Milestone DescriptionPROJECT AND MILESTONE STATUS INDICATOR: RED Not on target/major problems, YELLOW On target /minor problems, GREEN On Target, BLUE CompleteSIMPLER. FASTER. BETTER. LESS COSTLY.lean.ohio.gov

Monthly Report OutDelighting Helpdesk Customers Project Timeline4/7/16TodayFebruary 1StartFri 1/1/16March 21May 11July 1August 21FinishThu 9/1/16Just Do It Tasking - FerenczFri 1/1/16 - Mon 4/18/16Phone System Improvements Ferencz, Wade, TidrickMon 2/15/16 - Fri 4/15/16New Hire Onboarding Improvements- Valentine, SowryTue 3/1/16 - Sun 5/1/16Software Installation and System Rights Changes - Valentine, Weisenheimer, FerenczTue 3/1/16 - Thu 9/1/16Service Level Agreements HuskeyTue 3/1/16 - Fri 4/15/16Customer Self-HelpImprovements - FerenczTue 3/1/16 - Fri 4/15/16Future State Process - FerenczTue 3/1/16 - Fri 7/1/16Utilize Metrics to demonstrate staffing needs - Tidrick, FerenczTue 3/1/16 - Thu 9/1/16Laptop and equipment under warranty issues - Tidrick,Weaver, FerenczTue 3/1/16 - Wed 6/1/16Service Now Implementation - Sowry, FerenczTue 3/1/16 - Thu 6/30/16SIMPLER. FASTER. BETTER. LESS COSTLY.lean.ohio.gov

Control PlanProcessMetricTargetProcessOwnerWhat TocheckFrequency/TimeAction if offTargetPhone Call HoldTimesMeet SLARequirementsRon FerenczCBTS CallReportsWeeklyReview if SLAneedsadjustment orstaffing levelsTicketResolutionTimesMeet SLARequirementsRon FerenczService NowTicket ReportsWeeklyReview if SLAneedsadjustment orstaffing on by20% inidentifiedcategoriesRon FerenczSurvey Monkey6 Months afterimplementationof all solutionsand yearlythereafterReview if SLAneedsadjustment orstaffing levelsSIMPLER. FASTER. BETTER. LESS COSTLY.lean.ohio.gov

Special Thanks to Senior Leadership:Brandi RobinsonJulie WalburnRick HodgesSponsor:Nathan HuskeyTeam Leader:Ron FerenczLean Ohio Mentor:Marina KingOhio Department of TaxationSubject Matter Experts:Ron Ferencz – Help Desk ManagerSteve Darling – Data base/NetworkJim Gallant – Application SupportErika Sowry – Service Now; Lean OhioCamo BeltKim Sander – District OfficeSara Summers – Help DeskRon Karn – Help DeskAnna Starr – Program CustomerSusan Weisheimer – FinanceKeith Weaver – Program CustomerJosh Spengler – HRNydia Luckage – WIC Help DeskDevon Priddle – VS Help DeskKevin Palicki – Lean Ohio Green BeltJosh Wiethe – Asset Management SMELEAN OhioSIMPLER. FASTER. BETTER. LESS COSTLY.lean.ohio.gov

Helpstar Ticketing System Electronic Ron Ferencz Weekly 1 year Process in control? Measure for improvement Customer Survey Web Survey Monkey Ron Ferencz Annual 1 year Confirm what the customer wants from us Tickets Opened with OIT Service Now Ticketing Electronic Ron Ferencz