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Work Request Process Improvement &

VITA Service Catalog

AITR BriefingApril 15, 2010

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Status – Work Request Processes• Prior months’ activities

– Analyzed Process of Initiation of Request – Breaking the logjam of the current backlog– Monitoring new requests for adequacy of requirements

• Current Focus – Work Orders and Processes– Standardizing work orders

• Managed Router 128kbps (ABC Stores) – complete• Managed Router (other capacity) – in process• Wireless LAN – in process• Software Distribution – in process

– New Processes Documented• Complete a Revised Initial Request Form

– We will be asking the agencies to actively participate in initiating the RFS• New Critical Work Request process drafted

• Future Focus– Continue standard work order development and establish revised

“Design and Build” work order process– Migrate standard work orders to a customer facing catalogMigrate standard work orders to a customer facing catalog

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Plan for the VITA Service Catalog• Collect all VITA services into one

customer-facing Catalog• Define a limited number of customer order

paths and promote services to simplest path possible

• Build the VITA Catalog in an intuitive Shopping Cart format

• Utilize eVA for requisition– Short-term: Static Catalog– Target: PunchOut catalog option

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Customer View of VITA Catalog

CATALOG

REQUISITION

RESEARCH/PLANNING/SOW

PUNCHOUT AND RETURNORDEReVA users

eVA usersAgency ManagementOther eligible customers

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Status – Catalog Project• Project Approved for Planning (non-Major)• Project on Parallel Tracks

– Content Development• Kicked off with Infrastructure SME (Operations) and EAD• Content development underway

– eVA Static Catalog (thought to be the quick solution)• Loaded desktop, laptop, tablet, network printer services in

eVA’s UAT environment• Only 3 out of 26 had defined prices

– VITA Catalog Application (eVA PunchOut) • Requirements development nearing completion• Looking at VITA’s Web Content Management vendor as possible

provider of shopping cart development tools

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eVA Static Catalog has limited function

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Full VITA Catalog will have more….

Catalog Content

Catalog Content Development

Development Database displayed

Database displayedas a proxyas a proxy

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Defined PricingIncluding Defined Price Work Orders PO

Telecom Defined Price Defined Price Service or Work Order

TSR Process LinkNo shopping cart / No eVA

P2P quote needed PO

WORKFLOW

WORKFLOW

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Catalog Interfaces and Paths – Use Cases

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Catalog Interfaces and Paths – Use Cases

Design and BuildPO

CSL->RFS Process

SOW*&

Quote

Work OrderUndefined Price

TBD@vita.virginia.gov(Tom Nikles)

WorkOrder*

w/ PricesAdded

* SOW/Work Orders for telecommunications solutions will need to be returned with TSR form for submission.

TSR Process LinkNo shopping cart / No eVA

PO

TSR Process LinkNo shopping cart / No eVA

3rd Party IT Contract 3rd Party PO

TSR Process LinkNo shopping cart / No eVA

Quote

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Background

Optional Slides

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Customer Order Paths – Promote to Efficient Path

DesignersArchitectsContracts

Subs

PROMOTE

Needs Price Quote SOW Defined

Service Request Design and Build

P2P well-defined

product/service order

VITA

VITACSL

VITACSL

SOWwith

Quote

eVA

NG Other

VendorsPO

CATALOG

VITA

VITA eVA

NG Other

Vendors

NG Other

Vendors

VITA PONG

OtherVendors

Quote

eVA VITA PONG

OtherVendors

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eVA Catalog OptionseVA offers two catalog options in addition to

non-catalog requisitions• Static CatalogStatic Catalog

– Spreadsheet-like list of vendor’s product– Limited in ability to handle complex services with bundled

options/features

• PunchOut CatalogPunchOut Catalog (hosted on vendor’s site)– Requires vendor to have “Shopping Cart” web-site with Ariba

standard interface to send data back to eVA– Provides vendor the opportunity to bundle products and

features into a complete service offering– Brings back the product/service/bundle into eVA– Guides customer to the right process