Enterprise Intake Process: Improving Customer Service

Issue 7 Volume 5 January 2017

FI$Cal launched a new process this December that will improve customer service. The Enterprise Intake Process (EIP) allows departments to request changes to the system, helps FI$Cal staff track and report on requests, and streamlines decision making to get to solutions faster.We want our clients to have a positive and predictable experience with every FI$Cal Service Center contact. In the past, change requests came from many different sources and were difficult to manage. This resulted in confusion and delays. EIP is a one stop shop for change requests that starts at the Service Center. Now, when requests come in that cannot be immediately solved, the agent will consider a series of questions: Does the request require customization? Is there a cost? Does it require a contractor? Is it new functionality? And is there any impact to requirements? If the answer to any of these is “yes,” the agent will send a Request for Change form to the caller. The answers provided by the requestor will help our Triage Team make decisions on how and when upgrades will happen, or whether the request needs elevation to weigh alternative solutions.

Through this newly defined process, customers’ requests will not get “lost,” or set aside indefinitely. Future upgrades to improve EIP will include a Dashboard for tracking and reporting on request status. That means users will know where their request is in the queue and approximate completion date. Before EIP, it could be more difficult to pinpoint when upgrades might occur, or in the release.This is a new way of doing business at FI$Cal and a milestone for the department. EIP marks a significant step toward the state fully assuming management and operations of the system. It will help us evaluate what is appropriate change to functionality and define a clear path for achieving it.I look forward to refining the EIP as we work with our customers and the FI$Cal team to meet our goals of consistency and improvement.

Neeraj ChauhanChief Deputy Director

FI$Cal launched the Conversions Self-Service Portal in mid-December, and it is revolutionizing the way 2017 Release departments prepare to enter the system. Departments must submit their conversion data files for processing and loading into the FI$Cal system before they can successfully onboard. Before the new Portal was available, users would extract data from CalSTARS or another legacy system, request assistance from their IT department to upload into an SFTP server, then FI$Cal staff would painstakingly review each file record by record. This meant hours and sometimes days of manual review on a single file. Departments can now submit their files by uploading them in the Portal, and it is as easy as adding an attachment to an email. Once data files are selected and uploaded, the department user receives near instant feedback on whether the data file passed validations, and if it didn’t, where the data errors are occurring. This allows department end users to make quick adjustments and try again.With the new Portal, not only can end users complete the upload process quickly, if a department is running into repeated failures, FI$Cal staff can see a log of transactions and proactively reach out to assist. However, most departments are experiencing a greater than 99

percent success rate with uploads. Twenty-six of the 28 departments that will need to submit conversion data have already completed the task—and the deadline hasn’t arrived.The Conversions Self-Service Portal is one more way FI$Cal is working to make the system more user friendly and efficient in preparation for full implementation of 2017 and 2018 departments.

Conversions Self-Service Portal

FI$Cal is introducing a new version of the Train the Trainer (TTT) Program for 2017 Release departments. Each 2017 department will have the opportunity to identify TTT participants to become skilled internal trainers on the FI$Cal System for their department. TTT uses an interactive curriculum applicable in the adult learning environment. The new trainers will learn the foundational

principles of preparation and presentation as well as how to manage the classroom environment.FI$Cal’s Training Unit is looking forward to sharing its knowledge and experience with new department trainers. By the end of January, FI$Cal will email information to 2017 Release departments about the TTT program and how to apply.

Train the Trainer

Looking Forward to FI$CalThe California Department of Social Services (CDSS) realized a long time ago its successful transition to FI$Cal is vital to the less fortunate Californians who rely on their services. Though they don’t onboard into FI$Cal until 2018, they’ve been preparing for more than a year.

Filomena Domondon, Chief of the CECRIS/FI$Cal Automation Bureau, had been attending Forums on a quarterly basis since 2013. When she learned they would need a dedicated staff person whose job was devoted to the FI$Cal transition, she immediately took the request to management and they listened. By May 2015, the department had a new hire whose sole job was FI$Cal. The CDSS management also formed a team of Super Users who attended the FI$Cal Training Academy

and Model Office. It’s this kind of support from CDSS leadership that is making the first steps to 2018 onboarding so successful.

The California Health and Human Services Agency (CHHSA) that oversees CDSS is equally committed to a successful transition for all of its departments. The CHHSA coordinated with FI$Cal so 2018 departments like CDSS could “buddy up” and learn from the smaller CHHSA departments going live in 2017.

Because of the firm commitment from CHHSA and Department executives, CDSS staff are empowered to delve into the real work to make their transition happen smoothly. For example, managers and supervisors made sure “as is” processes were

updated. There are now binders with procedures, process flows and diagrams.

Faisal Aziz, Contracts Manager, knows it’s not just the CDSS processes that needed to be examined. “We reached out to other agencies and asked them what problems or what advice they had. We took it to heart and implemented it. We enacted a plan to start addressing those concerns.”

The CDSS reports FI$Cal has provided a lot of support and is responsive when questions are asked. But because they are a 2018 Department, FI$Cal doesn’t always have the answers that pertain to future scenarios. In response, CDSS has been remarkably flexible. They created a “FI$Cal Parking Lot” to hold questions

#InformationSystemThe Department of FI$Cal is expanding its social media presence by joining Twitter. Follow the account @CalFiscal to learn more about the Department, what we do, how we practice our Core values, and serve FI$Cal customers.Tweets are aimed at state agencies, business, the technology industry, end users, staff, and the general public. FI$Cal encourages its end users and departments to follow @CalFiscal for announcements relevant to project status, system updates, training, and functionality.FI$Cal also maintains a LinkedIn account and YouTube channel.

Letters to SantaFI$Cal’s Readiness Team shared the joy of the holiday season by helping those less fortunate. In early December staff from the team gave up a lunch hour to read through Operation Santa letters submitted to the Royal Oaks Post Office branch located next door to the FI$Cal offices. After choosing a letter, staff shopped for and wrapped toys, clothes and a grocery store gift card. They delivered the gifts to the post office on Dec. 12 so the family would have everything in time for Christmas. Readiness Team member Yang Xiong said, “The Readiness Team thought the Letters to Santa program was a positive opportunity to give back to a family going through personal and financial hardships. We hope we made this a memorable holiday for the family.” Back row: Yang Xiong, Trey Mudge, Ann Chang, Cindy Ho,

Elivier Alvarez, John AvilaFront row: Jim Caselli, Christin Tjiu, Aimee Munch

Continued on Page 4

A new round of Role Mapping Workshops and 1:1 Working Sessions will begin on Jan. 4 and Jan. 5 at the FI$Cal offices. FI$Cal Readiness Coordinators worked with Department Liaisons to schedule departments based on their preferred dates and times.Departments complete role mapping to ensure FI$Cal system end users have access to the correct level of functionality once the department onboards. Each end user role provides specific access to the FI$Cal system, such as viewing, creating, approving, or reporting on transactions. 2017 Release departments completed their first role mapping step back in June during User Analysis where the departments had the opportunity to determine who their end users would be and the transactions they would perform in the system. The January workshops will cover instructions on how to complete a Summary Roles Request Form, workflow and the information required to assign it. Additional

information will include tools and resources available to assist with role mapping and due dates/next steps. Role Mapping spreadsheets distributed to 2017 Department Liaisons the last week of December are due to the Change Management Office by Jan. 27. The spreadsheets will be used to assign end users to additional training. They will also be used to assign end users to roles that will be reviewed during Department Configuration and Role Validation sessions scheduled to begin in April. If you have questions regarding the upcoming Role Mapping activities, contact your Readiness Coordinator. If you do not know who your Readiness Coordinator is please email us at FISCal.cmo@fiscal.ca.gov.

Role Mapping

The FI$Cal Service Center added eight new Level 1 (L1) staff in recent weeks in anticipation of the 2017 Release. The new L1 team members will allow the Service Center to improve customer service to existing clients and ensure enough technical support is available for the onboarding of more than 30 new departments this year. The L1 staff acts as the “front line” of FI$Cal’s customer service and

provides the initial response to phone and email questions. Please welcome our new L1 FSC team members: Samuel Bryant, Brannon Diones, Patricia Goodwin, Christopher Cleveland, Collin Strazzo, Joe Cracchiolo, Taylor Chu and Siri Tirumalasetty. Marlon Lewis and Jithendra Byni have joined the Level 2 (L2) FSC team and will manage the efforts of L2 Department support.

FSC Expanded Support Team

L1 Staff, left to right: Collin Strazzo, Taylor Chu, Chris Cleveland, Siri Tirumalasetty, Joe Cracchio, Patricia

Goodwin. Not Pictured: Samuel Bryant and Brannon Diones

Model Office training sessions for 2017 Release departments are scheduled from Jan. 9 through Feb. 16.Model Office offers a facilitated and supportive learning lab environment where Department Super Users can experience hands on practice with FI$Cal transactions before onboarding. Model Office 2017 reflects the most recent upgrade of PeopleSoft to version 9.2. More information on the upgrade can be found in the 9.2 Delta Workshops presentation materials. Invitations to the weekly sessions will start going out in January. Each department is assigned to a specific week. The sessions will cover the following FI$Cal business process areas:• Daily Accounting Journals• Project Costing, Grants Management, and

Customer Contracts• Solicitation and Contracts• Requisition to Check (addition of P-Card

Reconciliation)• Asset Management

If you have questions regarding Model Office please contact the Change Management Office atfiscal.cmo@fiscal.ca.gov.

Model Office: 2017 Release

2017-18 State BudgetThe Department of Finance (DOF) will prepare the proposed 2017-18 State Budget using FI$Cal for the third consecutive budget cycle. The FI$Cal system has enabled DOF to replace four legacy systems, have all budget information in one system, and provide more detailed budget information.

Working @Career OpportunititiesAdministrative Services DivisionAssociate Personnel Analyst - Human Resources OfficeStaff Services Analyst - Procurements OfficeInformation Technology DivisionSystems Software Specialist II (Technical) - Enterprise Security ServicesSystems Software Specialist II (Technical) - Transition & Operations ServicesSystems Software Specialist II (Technical) - Infrastructure ServicesProject Management DivisionSenior Information System Analyst (Specialist) - Schedule and Reporting Unit

Wants You to Attend the Forum

that can’t yet be answered so they are handy as they move closer to the 2018 Release date. The CDSS focus remains steady on solving problems and onboarding successfully.

All of this preparation is a tremendous amount of work for CDSS employees, because they do everything they used to, plus FI$Cal. However, they say they recognize the value of their effort. The Super Users are motivated by enhancements that FI$Cal will provide. Currently, CDSS employs many ad hoc work arounds within CALSTARS, and Chris Vail, Budget Manager, hopes reporting will be more user friendly, and legacy databases will no longer be needed.

Amanda Harvey, Associate Accounting Analyst, envisions tighter security and separation of duties for policy makers and better compliance with state laws.

Says Gerne Huang , Accounting Administrator I, Specialist, “It seems like it’s going to be streamlined, and we’ll have access to live data. All of the departments statewide will be uniform.”

The good news is, all of their hopes about FI$Cal’s capabilities will come true, and the system will provide these benefits.

The CDSS advises other departments who may not have started the groundwork to begin immediately. Get the buy-in, go to

the Forums, form the Super User groups and meet regularly with staff. Says Vail, “We realized the best way forward was to grab the bull by the horns and make sure we were ready.”

From the CDSS perspective, their successful onboarding to FI$Cal is crucial to the Californians who rely on their services. The CDSS Accounting Manager, Sharon Blakeman, has been through this kind of change before and knows failure is not an option. “I was here when CALSTARS started, and here we are 30 years later. We each have a choice to pull together and be successful. We’ll be able to say, ‘Wow, look what we did.’ We’ll get there together.”

Looking Forward to FI$Cal... Continued from Page 2

Video On DemandThe FI$Cal Service Center (FSC) has created short instructional videos to better assist users.

Current titles include “SCPRS Search for Supplier Record.” and “SCPRS Data Entry” You can access these videos and more under General Resources on the FSC page.

Topics of discussion:• Project Status• Project

Management Office: “Enterprise Intake Process”

• FI$Cal Service Center: “What we’ved heard from you” and “A Look Ahead to 2017”

• SCO/STO - “Assets, Encumbrances, & Role Mapping”

Sacramento - Wednesday, Jan. 4, 2017Long Beach - Thursday, Jan. 19, 2017

For more information and how to register for this event, please visit our website.

Watch these and many more FI$Cal videos on our YouTube channel.

January 2017MONDAY TUESDAY WEDNESDAY

2•New Years Day Recognized - State

Holiday

THURSDAY FRIDAY

COA = Chart of Accounts | Config. Wkshp = Configuration Workshop | BPW = Business Process Workshops | Sp. Bfg. = Sponsor Briefing | WM = Web Meeting I&C = Interfaces & Conversions | Oper. Budget Wkshp = Operating Budget Workshop | AR = Accounts Receivable | AM = Asset Management | CM = Cash Management | LD = Labor Distribution

For more information on upcoming events, please visit our website at www.fiscal.ca.gov or email us at fiscal.cmo@fiscal.ca.gov.

3•I&C Support Sessions

4•NorCal User Community Forum•Role Mapping Workshop

5•I & C Support Sessions•Role Mapping Workshop

6

9•Model Office

10•I&C Support Sessions•Model Office

11•Model Office

12•I&C Support Sessions•Model Office

13

16•Martin Luther King Jr. Day - State &

Federal Holiday

17•I&C Support Sessions•Model Office

18•Model Office

19•I&C Support Sessions•SoCal User Community Forum

@CSU - Office of the Chancellor•Model Office

20•Model Office

23•Model Office

24•I&C Support Sessions•BPW - Bond Accounting •Model Office

25•Model Office

26•I&C Support Sessions•Model Office

27

30•Model Office

31•I&C Support Sessions•Model Office