it vending machines: a case study in...
TRANSCRIPT
SESSION 401
Thursday, May 11, 10:00am - 11:00am Track: Evolving Desktop Support
IT Vending Machines: A Case Study in Self-Service Steven Van Dyke Manager, Technical Support, Federal Reserve Bank of Boston [email protected]
Session Description Second-level IT is always seeking ways to reduce costs, deliver products quickly, break down friction for customers, and track products. This case study-based session will show you how the implementation of a “technology vending machine” helped the Federal Reserve Bank of Boston enhance the user experience by allowing customers to obtain various technology supplies and equipment on their own, by simply entering a PIN or swiping a card.
Speaker Background Steven Van Dyke has worked in IT for more than fifteen years, with a variety of companies like Stream International, Gillett, and the Federal Reserve Bank of Boston, where he’s currently a technical support manager for second-level IT.
5/1/2017
1
Session 401: IT Vending MachinesA Case Study in Self-Service
Steven VanDyke
5/1/2017
2
Session 401: IT Vending Machines
A Case Study in Self-Service
May 11, 2017
Steven VanDyke
Agenda
▶ About the Federal Reserve Bank of Boston and IT
▶ Client Services at the Fed
▶ Improving the User Experience
▶ Self Service
▶ Vending Machine
4
5/1/2017
3
5
About the Federal Reserve:
Focus areas & responsibilities
Monetary Policy & Economic ResearchParticipate in monetary policy activities through
extensive research and analysis, and participation
on the Federal Open Market Committee (FOMC).
Community DevelopmentFocused research and activity on issues
affecting low- and moderate-income
individuals and families.
Supervision & CreditSupervise member banks within
the First District, bank holding
companies, insurance focused
savings and loan holding
companies, and also certain large
insurance companies. Also serves
as lender of last resort.
Payments & Financial SystemConduct research and convenes experts
to support evolution of US payments
system and underlying
technologies/standards.
6
About Business Technology Solutions:
Focus areas & responsibilities
Application Dev BI and data services
Responsive web development
SharePoint competency center
R&D
BRM & IT Strategy Relationship management
Demand management
Portfolio management
New business development
Internal consulting
Project Management IT Project management
Agile expertise
Business Analysis
Financial Management Run IT like a business
Cost optimization
Business process improvement
(Lean Six Sigma)
Information Security IS architectural services
IS engineering Services
Risk & compliance
SAFR
Services Delivery Desktop support
Mobile device management
Local network services
AV & Conference Services
FedPPM Application Development
Production and Customer Support
Data Services
5/1/2017
4
Improving the User Experience
Awareness
Selection
Engagement & UseAdvocacy
Raving Fan
▶ Increased focus on the overall user experience
7
Improving the User Experience
▶ How can we improve the day-to-day employee experience?
▶ Start on day 1 with improved onboarding process
▶ Develop user personas to provide consistency for ordering,
support and refresh
▶ IT Solution Center
▶ Self Service offerings
8
5/1/2017
5
Self-Service Journey
▶ Self-Service Password reset
▶ Service Catalog
▶ Requests through Service Catalog
▶ Appointment scheduler for support (genius bar like function)
▶ Vending Machine
9
Vending Machine - The Idea
▶ Team Building
▶ Customers requesting IT consumables
▶ Reactive
▶ Advanced Requests
10
21+
Days
on A
vera
ge
With 6
Handoffs
1) **Customer orders
2) Manager approves
3) Asset management places order
4) Vendor SLA -- 10 Business Days or Less
5) Product received by mail room & Processed
6) Product is delivered to IT
7) IT takes possession of the product
8) Service Catalog is updated with information
9) Product deployed to employee
10) Service Catalog is updated with information
11) Asset Management reconciles updates P-Card
12) Accounting checking
Process of PC Accessory Ordering
5/1/2017
6
11
Vending Machine – Planning
▶ Time – Loaning Equipment
▶ Time – IT Purchasing
Process for Loaner Minutes Comment /Assumption
Customer calls HelpDesk 10 Customer did not wait in queue.
Ticket -> IT 10 Ticket assigned quickly
Locate loaned item 30 <up-to>
Deploy to customer/install 30
Manage the ticket; contact customer 40 Return / Pick up
Total Time per Loan 120
Number of Loaners 186 Year Prior to Vending Machine
Total Time Annually 372 Hours
PC Accessories Labor Costs Hours
Asset Management 14.5
Client Services 1.5
Weekly Cost 16
Monthly Cost 64
Yearly Labor Cost 768
No Vending Machine
12
Vending Machine – Planning
▶ Benefits
▶ User Experience
▷ Real-time fulfillment
▷ Know what you’re getting
▷ Self Service
▶ Costs
▷ Labor
▷ Over-ordering
▷ Inventory control
▶ Loss prevention
5/1/2017
7
Vending Machine – The Implementation
▶ Searched for vendors: Not many contenders for the volume
▶ Features and Functionality
▶ 24 x 7, 365 days
▶ Metrics/Reporting
▶ Controls
▶ Loaner equipment
▶ Oversight for Accounting and Business lines
▶ Our ideas of what to stock in the machine
13
Vending Machine -The Experience
14
5/1/2017
8
15
Vending Machine - The Success
▶ Improvements:
▶ Labor cost
▶ Handoffs
▶ Fulfillment Time
Metric Before Vending Machine After Vending Machine
FTE required > .5 < .25
Handoffs 6 0
Fulfillment Time 21+ days Depends on the elevator!!
Vending Machine - The Implementation 2.0
▶ Survey
▶ Adjustments and recalibration
▶ Marketing
▶ Increase adoption
16
5/1/2017
9
17
Vending Machine - The Success
▶ Team
▶ More customer valued work
▶ Changed our image
▶ 90% increase usage from year 1 to year 2
▶ Shared our success through 12 other districts
▶ 8 other Federal Reserve
18
Some Questions before a final thought
5/1/2017
10
19
Thank You
Presenter: [email protected]
https://www.linkedin.com/in/steven-van-dyke-816a0815
Major Contributor: [email protected]
5/1/2017
11
Thank you for attending this session.
Please complete the short evaluation for this session on your mobile device. It is available in
your email, the HDI conference website or through the HDI 2017conference app.