launch day preparation

4/18/13: LAUNCH DAY

What You Need to Know

FIRST OF ALL…

THANK YOU!Your dedication and support is what will make

this work. Launch Day might be tough, but your efforts made the difference and got us as far as we have.

YOU ARE THE REASON Y!

“As far as we have…”

Let’s review where we are!

WHAT WE’VE DONEProgram SetupChild Care SetupBeginner Boot CampIntermediate Boot CampAdvanced Boot CampCompetency TestsRoster Re-Entry

Day Camp Re-EntryChild Care Re-EntryChild Care BillingMembership BillingMRD Launch PrepProgram ManagementBasic Front Desk Ops

Training Experience

4+ Hours

8+ Hours

8+ Hours

16+ Hours

We know you’re tired…

But we’re almost there!

The Finish Line

What we need to be successful

• Customer Service is KING! Do your best to make the customer feel valued.

• Even though you’ve had training, you’re still learning.

• Manage your energy if you have problems.

•Remain positive with customers, avoid negative comments about the system while you are learning to use it.

•It’s ok to mention that we’re learning a new system designed to help serve customers.

LAUNCH DAY CHECKLIST

• GoToGuys, wear your blue Change is Y t-shirt• Get to center 30 minutes before open • Log into Windows

• Front Desks have new Windows logins– Log into Front Desk PCs– Log into Gate/Facility Access PC

• “Same old” passwords

• Log into CCC• Remember it’s case sensitive• It’s NOT your Voyager login

LAUNCH DAY CHECKLIST

Test the peripherals• WebCams

– Plug USB cable into the PC used to take pictures

• Check/CC Readers– Make sure it’s plugged in

to power– Make sure the USB cable

is plugged in to each PC

LAUNCH DAY CHECKLIST

Test the peripherals• Receipt Printer

– Print a report to test– The “Transaction

Discounts Given” report for 4/18 (will be blank)

• Optical Scanner– Scan a card at the

Gate/Facility Access PC

LAUNCH DAY CHECKLIST

Remove old peripherals• Old swipers• Old Camera• Old Tripod

IT Techs will get them from you later…

LOGIN “CHEAT SHEET”

Optical Scanner(for facility access)

Check/CC Reader WebCam

Computer Login& CCC-main

xxfd1xxfd2xxfd3, etc.Look at the label on the monitor!

xxfd1xxfd2xxfd3, etc.Look at the label on the monitor!

xxicOn the PC used to take picturesLook at the label on the monitor!

Gate Login xxgate

CCC Login No CCC login required Your Own Login(first initial + last name)

xxcard

XX: stands for your center code (SA for Sage, etc.)

Your Gate

CCC-Main

And then the day starts!

GO TO GUYS

1. Should be at the front desk to help staff2. Coverage from open until close3. Escalate issues to IT4. Attend check-point calls5. Communicate

You will have help!

ISSUE ESCALATION

Please ensure desk staff and others escalate to theGo To Guys on call!

LAUNCH WEEK HELP

IT will have day-long conference call & webinar so Go To Guys can “pop in and out” for support any time centers are open.

4/18-23 don’t call the help desk, for CCC issues use the conference call.

We will enter your tickets and manage them. We can remote in to your CCC sessions to troubleshoot.

LAUNCH WEEK HELP

April 18-23 (we will extend if needed)• Level 1: Desk Staff to Go To Guys• Level 2: GTGs to escalate issues through

– https://www1.gotowebinar.com/register/292441999– Dial +1 (415) 999-9999– Access Code: 312-478-539– Audio PIN: Shown after joining the webinar– Meeting ID: 292-441-089

• Level 3: Techs work with GTGs individually• Level 4: IT escalates to CCC (on site)

LAUNCH WEEK HELP

• Communicate! Attend the check in’s on 4/18: 8AM, 1PM, 6PM– Use the same Go To Meeting link or number

• Communicate! Go to http://ChangeisY.SAMPLEDOMAIN.org for known issues and fixes

LAUNCH WEEK HELPCCC Staff Will BeRotatingBetween Regions All Week

IT Techs Will Be Located Regionally For Hardware Or Peripheral Support

LAUNCH WEEK HELPIT will have a “Command Center” at xxxx W VanBuren staffed to:

•Create & route tickets•Reset passwords•Troubleshoot•Dispatch hardware techs• Monitor issues•Update “Change is Y” site•Communicate

Here’s Andy

WHERE ARE YOU GOING TO BE?We need to know your coverage schedule!

GO TO GUYS SCHEDULE

Fill In Your Schedule

CHANGEISY.YMCACHICAGO.ORG

• Go To Guy names and contact info• Coverage Schedules• Known issues and fixes (check this before calling!)• Graphics showing ticket volume & severity• Link to Go To Guy webinar/conference call

This is ju

st an example

Let’s Get Ready for Launch!

Questions?

Thank You!