Request for Service (RFS)

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Request for Service (RFS) Process and Metrics
Update June 24, 2008
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Todays goal is to update AITR members on the RFS
process and planned improvements

• This briefing
• Reviews RFS process goals and performance
  objectives
• Establishes process roles and responsibilities
• Identifies issue areas that are currently
  impacting RFS execution
• Discusses proposed actions to improve the RFS
  process and monitor progress

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We have developed action plans to address key
issues with RFS and renewed efforts to improve
the process

• Executive Summary
• Request for Service is one of the top challenges
  the organization has faced over the last two
  years, and it remains a key point of customer
  frustration and dissatisfaction
• We are renewing our focus on this area by
  identifying additional resources to work RFSs,
  investigating root causes for delays, making
  process improvements, establishing process
  metrics and communicating changes
• We are currently designing metric reporting tools
  and analyzing data to identify on going process
  improvements
• We have set a target of July 1 as our goal to
  resolve key issues identified and begin meeting
  the defined performance targets for RFS project
  delivery
• Based on resource plan execution our target has
  been redefined as Aug. 1st.
• Active customer participation in certain areas of
  the RFS process is essential to ensure that we
  properly set and meet customer expectations
• Customer participation is critical to help
  improve the process and remain on track for the
  delivery of RFS proposals

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What is Request for Service?

• Request for Service (RFS)
• Is a request from an agency to provide new or
  enhanced services. These services typically
  require some level of solution development and
  unique pricing.
• RFS Examples
• Facility relocation, provide Network, voice, PC
  deployments, etc.
• New System hosting
• Install Wireless network
• Phone System Upgrade
• Provide additional computing resources, servers,
  PCs, etc.
• Approximately 177 RFS requests currently in queue
  (May 1, 2008, was 203)
• 107 RFS requests in front-end phases (May 1,
  2008, was 133)
• 70 RFS requests in close-out phases (May 1, 2008,
  was 70)
• Cancellation of RFSs remains high
• 29.6 (91 of 308) of all RFSs opened in the RFS
  register have been cancelled
• Reasons for cancellation range from the customer
  no longer desires the solution to budgetary
  issues

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The RFS Process is organized into 10 Phases

1. Lead Qualification
2. Requirements Gathering
3. Customer Requirements Analysis Review Sign-off
4. Technical Solution and Cost Proposal Development
5. VITA Solution Review and Pricing
6. Customer Proposal Review Sign-off
7. Authorization to Proceed
8. Solution Implementation
9. Customer Acceptance of Work Sign-off
10. Invoicing and Archiving

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We have established target timeframes for each
RFS phase
RFS Phase Target
1. Requirements Gathering (Note 2, 4) lt 15 days from meeting
2. Date for a Date Commitment (Note 3) lt 10 days
3. Preliminary Solution Review ( Note 2, 4) lt 15 days
4. Solution Delivery to VITA (Note 3) or gt 95 on time delivery/year
5. Solution Delivery to Customer (Note 4) lt 7 days from item 4 above
6. Customer Solution Review (Note 2, 4) lt 10 days from item 5 above
7. Authorization to Proceed (Note 3, 4) lt 5 days from item 6 above
8. Implementation (based on Acceptance Criteria defined in SOW) (Note 3, 4) or gt 95 on time delivery/year
9. Completion Notice Sent to VITA lt 15 days from item 8 above
10. Sign Off (Note 3, 4) lt 10 days from item 9 above
Note 1

• All days are in business days (excludes
  weekends)
• 95 on time targets will be running monthly
  measures and will be based on overall annual
  performance
• Beginning performance period for revised metrics
  reporting is January 2008.
• RFS Light (single platform project) is typically
  shorter timeframe
• Change orders may result in renegotiated or
  adjusted target dates for implementation.

Note 1- Parallel events from Step 1 Note 2-
Formal customer meetings Note 3- Monthly
Performance Metrics Note 4- Requires customer
involvement
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• We identified areas where RFS delays generally
  occur and identified actions needed to address
  them

RFS Issues and Actions
Issue Area Recommended Action
Lead Qualification Identify and introduce projects as early as possible Mature CAT meetings to increase focus on strategic plans
Requirements Gathering Improve identification, understanding, agreement and sign off of business and functional requirements needed to develop solutions
Solution Development Add technical resources for solution development Add network, voice and server/mainframe resources to meet current demand
Pricing Add business management (pricing) resources Develop additional pricing models for RFS (new RUs, approach)
Performance Measures Continue to develop/implement actionable performance measures to manage the process and proactively address issues
Note Typically we have found that the RFS
pipeline gets clogged on the front end of the
process and not during implementation
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We are developing RFS Performance Metrics to
measure our progress and drive continuous
improvements

• Two Types of New RFS Monthly Performance Measures
• RFS In-Flight Performance or RFS Issues Log
• Description The Issues Log provides early
  warning and actions needed for those RFS
  proposals that are at risk, so we can monitor and
  take actions to address and resolve issues
• Goal Update on a daily basis, or as needed
  basis, to Report on actions, owners and due dates
  to resolve open issues for those projects that
  are late or are at risk of being late to avoid or
  reduce delays and customer impact
• Status In production
• RFS Monthly Performance Metrics
• Description These metrics will provide rear
  view mirror of actual performance and will be
  reported in Monthly Program Reviews
• Goal Produce actionable performance results
  report on those that are in band and
  manage/address those projects that are out of
  band or missed targets
• Status In final stages of development, pending
  production

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How Our Customers Can Assist with the RFS Process

• Lead Qualification Ensure VITA is pulled in with
  Agencies and consultants early to jointly develop
  plans and identify projects - we are your
  business partners and can help guide the process
  and improve quality
• Requirements Gathering Actively participate in
  requirements gathering, preliminary solution and
  final solution review meetings with timely
  feedback and approvals
• Authorization to Proceed (ATP) Provide ATP as
  early as possible or identify concerns that need
  to be addressed
• Requirements or Scope Changes Update your APM or
  Project Manager on requirements/scope changes
  promptly, so we can effectively manage resulting
  change orders and schedule impacts
• Project completion sign off Provide prompt
  project completion sign off, based on defined
  acceptance criteria in SOWs

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Next Steps and Recovery Schedule

• Address Lead Qualification issues and develop and
  execute customer communications plans related to
  RFS process and customer involvement
  Communications plan complete- communications
  underway.
• Resource commitment to address RFS solution
  development and pricing issues
• Adding a total of thirteen (13) dedicated
  resources to address current RFS back-log
• Target to add eight (8) resources by May 15
• Target to add five (5) resources by May 30
• Current status
• Currently we have added 9 of the 13 projected
  resources
• Remaining resource should be on-board by mid July
• Complete development of initial Monthly
  Performance Metric Reports - Target is July 14,
  2008

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Questions and Recommendations?