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Page 2 <br />We’ve already established an internal process for assigning requests, which has streamlined our <br />workflow and is helping us meet our Service Level Agreement target of assigning requests within 30 <br />minutes. <br /> <br />Office Security <br /> <br />IT is required by several regulatory agencies to be a secure area. This means non-IT staff must be <br />escorted while in our office and not exposed to security information (drawings on whiteboards, viewing <br />documents, hearing conversations, etc.). To meet these requirements, you may visit IT by invitation <br />only. Send us a service request and we’ll be happy to schedule a time for you to visit that is convenient <br />for both of us. <br /> <br />Requesting Help <br /> <br />One principle of Lean is that standardized workflows minimize disruption to workers (considered waste) <br />and enable work to be completed quickly, consistently, and accurately (adding value to the customer). <br /> <br />Currently, requests are made in a variety of ways which is not a standardized workflow. It can be <br />confusing to you, and it causes IT unnecessary and frequent shifting of focus away from working on your <br />request. By reducing wasted time and energy caused by disruptions, IT staff will be able to produce <br />higher quality work faster. So, one of our processes we are standardizing is requesting support from IT. <br /> <br />• Non-emergency help – send us a CAMAS service request and we’ll contact you as soon as we <br />are available and ready to assist you <br />• Emergency stoppage help – 24/7/365, call x510 and press 1; someone will answer or leave us a <br />voicemail and we will call you back shortly <br />• In-person help – we are required to be a secure area; please send us a service request and we’ll <br />arrange to help you; this will ensure your time isn’t wasted waiting for IT staff to be available. <br /> <br />Here are some examples of what is considered an emergency stoppage: <br />• Court or a public meeting is waiting on audio/video to proceed <br />• Transfer station system is down, and customers are lining up <br />• Payroll deadline will not be met <br />• Anything that would result in missing a legal deadline <br />• Anything related to a potential security compromise <br /> <br />Standardizing the methods of requesting help increases the County’s ability to prioritize all work so help <br />can be provided first to the request with the highest impact, assuring that we meet all legal, procedural <br />and safety requirements. By reducing frequent focus shifting, our staff can ultimately respond to all <br />requests more quickly, improve communication with you, and produce better solutions. <br /> <br />Future Improvements <br /> <br />Based on your responses to our surveys, we know it is important to you to see our queue of requests <br />and where your request falls in that queue. We also know it is important for you and your DH/EO to <br />have input into the prioritization of requests. These goals are a big challenge that we are currently <br />working on and hope to address later this year.