Rite Aid - SIP Summary PDF

Agenda 01 FTS Quick Recap 02 Day in a FTS Life 03 Metrics & KPI Reporting (Current vs 04 Future) 05 Best Practices 06 Next Steps  FTS Service Element...

Agenda 01 FTS Quick Recap 02 Day in a FTS Life 03 Metrics & KPI Reporting (Current vs 04 Future) 05 Best Practices 06 Next Steps  FTS Service Element Service Hours SCOPE Field Tech Support Number of Stores - 1300 Stores On-Site Equipment Preventive Maintenance or asset collection Services for stores 8 AM to 5 PM Local Standard Support On-site Break-Fix services for stores 24x7 for 24-hour Stores P1 Support for Afterhours & weekends Depot Services Hardware Services Preventive Maintenance & Specialty FTS Asset Collection Depot storage Onsite VAN Support of Physical inventory collection – Forward stock location all IT Devices once a year for all stores. management of critical devices( New store builds or store Relocation switches & servers) Preventive Maintenance annual Advanced Exchange visit for office registers and Depot logistics Store Conversion /Closing pharmacy Preventive Maintenance for Inventory management MAC adds for stores ScriptPro three times a year & disposal Depot repairs and maintenance Disaster Recovery field services efforts Vendor sample testing Security of HIPAA and Sig Cap devices  Day in a FTS Life Service Desk Ticket Closed Contact Store- SD Resolv Users ed Ticket FTS Advanc Closed FTS Suppor Resolv Unresolved t ed ed Queue Exchang Depot/ FSL Ship Out Parts Store e FTS Involvement Ticket Closed Resolv Breakfix with no FTS carry the FTS ship out the parts ed Tech Dependency on Part hardware with to store team for them in Van replacement and tech Store will go later The payment Terminal Batteries failed in UPS ScriptPro repair parts Pinpad is loose from the Device Outlier Store not covered by mounting stand Damaged network Van Technician A pharmacy workstation Cable requiring a software reload  Improved metrics to measure and drive Current KPI experience CHARACTERISTICS Standard TYPICAL ISSUES Applicability SELF HELP / AUTOMATION Computation Frequency CONTACT METHOD Type All service requests are Service Request categorized as P5 or Service FTS Monthly KPI (IMAC) Fulfilment Catalog items and will follow the respective SLA’s Incident Resolution – Requests handled via ADEX FTS Monthly KPI Advanced Exchange New Additional KPI Standard Applicability Computation Frequency Type Mean time to resolve the MTTR for FTS* FTS Monthly KPI incident assigned to FTS Customer Satisfaction Transaction survey feedback FTS Monthly KPI (CSAT)** received for closed incidents No. of visit done for each ticket Recurring Visits FTS Monthly KPI to resolve Measure the effectiveness of Stock Level Management FTS Monthly KPI Stock Management at depot Measure the proactive capacity Capacity Planning FTS Monthly KPI planning for FTS Team *For MTTR we have dependency on part shipment and delivery which may impact the overall MTTR (may qualify for exception) **For CSAT subject to enhancement in ServiceNow.  Incident & Manager Survey Service Desk Ticket Contact Closed Unresolved Feedback SD FTS related FTS Queue Incident Survey Analysis Sent Store- Users User Completes survey Incident Survey Manager Survey Incident Creator gets the survey Store Manager gets one survey per Who gets the survey after resolution of ticket month 1. After every ticket 2. After every 5 Tickets Polling Frequency One Survey per month 3. After every 10 Business Days, if ticket is created in the business window Rite Aid Survey Administered By Rite Aid ServiceNow Survey Tool Survey Monkey HCLTech- HCL will do deep dive DSAT HCLTech- HCL will do deep dive DSAT DSAT Analysis Owner Analysis & respond back with Analysis & respond back with corrective action corrective action Refer Slide 2 Questionnaire Refer Slide 3 8 Hours after Ticket is resolved Last day of Calendar Month ( Except option 3 of polling Survey Trigger  Field Tech Support Survey This survey is regarding Ticket INC3456439 Please help us improve by taking a short satisfaction survey. QUESTIONS RATING Very Dissatisfi Neutral Satisfied Very Dissatisfied ed Satisfied How would you rate the technical knowledge of the support team? How would you rate the professionalism of the support team? How would you rate the support team's ability to resolve your issue? How would you rate the communication skills of the support team? How satisfied were you with the quality of the support you received? Was your issue resolved in a timely manner? Was your issue resolved on the first contact with the support team? What can we do to improve your support experience?  Monthly Feedback Form Store Manager Name: Store Address: Phone: Date: E-mail: QUESTIONS RATING Excellent Good Neutral Bad Very bad How would you rate the professionalism and attitude of the techs? How responsive is the team to your needs and issues? How would you rate the FTS’s ability to fix the issue within estimated time frame? How satisfied are you with the overall service provided by the Techs? THANK YOU FOR YOUR TIME AND FEEDBACK  Incident Survey Monthly Survey Survey Overview Who gets the survey Incident Creator gets the survey Store Manager gets one survey after resolution of ticket per month Polling Frequency 1. After every ticket 1. One Survey per month 2. After every 5 Tickets 3. After every 10 Business Days, if ticket is created in the business window Survey Administered By Rite Aid Rite Aid Survey Tool Service Now Survey Monkey DSAT Analysis Owner HCLTech- HCL will do deep dive HCLTech- HCL will do deep dive DSAT Analysis & respond back DSAT Analysis & respond back with corrective action with corrective action Questionnaire Refer Slide 8 Refer Slide 7 Survey Trigger 8 Hours after Ticket is resolved Last day of Calendar Month ( Except option 3 of polling frequency) Reporting & Dashboard Current Reports Interim Reports Future Pending and 01 Open Ticket Rite Aid Inventory Status Rite Aid Open PO Rite Aid Depot shipped Tech Arrival 0 Report yesterday Rite Aid shipped from FSL 2 Rite Aid used from Van Proactive Rite Aid RTV Reports 0 ticket created 3 by FTS All parts consumption PI Completion report CSAT Survey Van Inventory 0 PM Completion report 4 Select period: from Jan 1, 2024 to July 31, 2024 Search... Filter MTTR (INC – P1 ) < 2 Days MTTR (INC – P2 ) < 2 Days MTTR (INC – P3 ) < 2 Days MTTR (INC – P4 ) < 2 Days 80% 81% 47% 77% Ticket Status Top 5 INC categories Category 30 Category 40 40 1 2 Open 60 Category Category Close 55 40 3 4 Pending Category 40 5 60  24x7 Coverage Field Tech Experience Center Team is available to Store User Coordination support critical stores (FTEC) Team provides regular updates and follow ups to store users regarding incidents, tech visits and part shipment status Real time incident Management Team available to monitor Escalation Management incidents via power BI dashboard Team acts as an escalation point for store users & business partners Improved Communication & Follow up Team helps improve communication with store users, support partners, does follow up on tech visits Proactive Store Visit Management Team Manages the schedule for store visits, follow ups, prior Knowledge Management approvals, communication Team keeps a track of knowledge via Rite Aid Business Academy. This helps for the induction of newly onboarded FTS Team  Proactive Store Visits Process Step 1: Prepare a quarterly schedule ( HCL ) 1 HCL Delivery & Experience center Team to prepare quarterly store visits schedule Step 2 : Schedule review call with Rite Aid 2 Experience center to schedule quarterly review with Rite Aid Team to discuss store visits schedule for sign off Step 3 : Changes & Approvals 3 Rite Aid Team to review store visits schedule & suggest changes or provide sign off Proactive Store Step 4 : Acknowledge approval & lock schedule 4 HCL Experience center Team to acknowledge approval from Rite Aid Team and Lock the Visits schedule Step 5 : Communicate to partner 5 Experience center to communicate with partner for store visit execution Step 6 : Partner to acknowledge visit schedule 6 Partner to acknowledge communication about store visit schedule Step 7 : Execute Visit Schedule 7 Partner to execute store visits as per agreed schedule  Qualifier for Store Visit A A B + Highly Critical stores Medium Critical Stores Stores with no ticket volume 24*7 operational More Foot traffic Stores never Higher ticket volume Prominent Location contacted Helpdesk Platinum stores Twice a year Yearly Once. Quarterly Visit  Checklist for Store Visit Field Tech Support should complete all below items with appropriate selection (Yes/No/Partial/NA) by marking  or X in the ☐ box and review them with Local Store Contact Person for their signature. S.N Tasks Yes No Partial NA 1 Arrived store as per agreed timelines ☐ ☐ ☐ ☐ 2 Meet & Greet the Store point of contact ☐ ☐ ☐ ☐ 3 Verify all computers used in stores are working as expected ☐ ☐ ☐ ☐ 4 Verify all printer & scanner used in stores are working as expected ☐ ☐ ☐ ☐ 5 Verify server room if Air-conditional and UPS are working fine without alerts. ☐ ☐ ☐ ☐ 6 Verify internet connectivity both LAN and wireless working ☐ ☐ ☐ ☐ 7 Updated Local store Person with Today’s site visit Summary ☐ ☐ ☐ ☐ 8 Reported all tickets/tasks/jobs handled during the visit in my report ☐ ☐ ☐ ☐ This document should also be updated in your ticket (Work Oder) along with Site Visit Summary. Store Name Date Full Address FTS Technician Name Signature Local Store Person Signature  Next Steps Field tech experience center Rite Aid Business Academy 90 Days Pre event check in by FTS techs Gold Standard Assessment Elevate and project service desk as IT first point of contact Improve inventory 60 Days accuracy to maintain consistency No store left behind Concept People – Skill Test , Tech readiness refresher Proactive Store Visits training 30 Days Documentation: Redesign Runbooks and SOPs Improve reporting structure through automation and Power BI Redesign KPIs inline with Rite Aid Business Goals  FTS Survey Store Manager Name: Store Address: Phone: Date: E-mail: When you encounter an issue, how often do you contact the service desk for support Always Often Sometime Rarely Never s How satisfied are you with the service provided by the Service Desk? Excellent Good Neutral Bad Very Bad How responsive is the Service Desk team to your needs and issues? Excellent Good Neutral Bad Very Bad How would you rate the Service Desk’s ability to fix the issue within estimated time frame? Excellent Good Neutral Bad Very Bad How would you rate the professionalism and attitude of service desk team? Excellent Good Neutral Bad Very Bad THANK YOU FOR YOUR TIME AND FEEDBACK  Vans & FSL Locations FSL Locations Google My Maps Vans Location Measuring “Store Experience Index” Store Satisfaction FTS Incident Resolution Time Measure the experience of each store against each Measure the effectiveness of FTS incident resolution incidence Measured as a percentage of time, that a FTS Tech taken to resolve the incident within the agreed time frame Store Satisfaction Monthly measure – (%) of Store For store experience the store Experience index this number is Index KPIs must be met MTTR Experience rendered over a scale of Index FTS Incident 1 to 5 Resolution Time 12345 Store Level MTTR Incident Response Time Measure the timeliness of FTS response to support Measure the Mean time to resolve the incident assigned to FTS Incident tickets The Response time is measured as a percentage of time Incident Response the Supplier Personnel responds within the allowable Time period to a support incident ticket 19  FTS Best Practices Rite Aid Business Academy & GSA Central Field Reporting Automation (Power Pre-Event Check in Tech BI) experience Center Elevate and enhance new field Improve ticket ownership FTS self check in during store Integrate Power BI reporting with tech onboarding through Rite Aid & availability visit to improve quality of ticketing tools for automation business academy Improved communication and visit Enhanced reporting view follow up One Stop Solution for all training Escalation needs to improve quality and management productivity by utilizing portal to Knowledge management upskill FTS Conduct Gold Standard Proactive store visit mgmt Assessment to identify improvement areas with DWP Approved Questionnaire.  Way Forward Plan Operation Store Experience Best Practices Excellence 1 2 3 Improve reporting structure Elevate and project service Rite Aid Business Academy Redesign KPIs inline with Rite desk as IT first point of contact Recommend a Field tech Aid Business Goals experience center Improve inventory accuracy to People – Skill Test , Tech Online reporting on Power Bi maintain consistency readiness , refresher training Be proactive Pre event check in by FTS techs Proactive Store Visits No store left behind Concept Gold Standard Assessment Store experience Index Monthly Manager Survey- how , what , when and who will send SNOW Survey user calls SD- SD resolve- Survery sent automatically how(process) when who(rite aid) – what- sample? Develop that who how what csta through Service now Monthly CSAT Survey- who riteaid hcl how- google form / Microsoft form/paid tools like monkey survey  Service Desk Ticket Contact Closed SD Resolv CSAT Survey Feedback ed Sent Analysis Store- Users User Completes survey After Every Ticket CSAT Survey Rite Aid Monthly Rite Aid Manager Survey Service Desk Ticket Contact Closed Store- SD Resolv CSAT Survey Feedback Users ed Sent Analysis User Completes survey Field Tech Support Survey Incident Survey  S3 Business documentation Status Remarks S3-1 Glossary and abbreviations S3-2 Task list S3-3 RACI S3-4 HCL Org structure S1 Format & Compliance Status Remarks S3-5 Customer Org structure S1-1 Runbook template Completed S3-6 Escalation matrix (HCL & Customer) S1-2 Client logo Completed S3-7 Contact list (HCL & Customer) S1-3 HCL Logo Completed S3-8 Support Model and Operating hours S1-4 Copyright Notice Completed S3-9 After hour support S1-5 Privacy notice if applicable Completed S3-10 Location details S1-6 Confidentiality notice Completed S3-11 SLA Details S1-7 Title and header and footer Completed S3-12 Customer user profiles & customizations S1-8 Documents control Completed S3-13 Top call drivers/ CI & CBP documentation S1-9 Create date Completed customer connectivity process S1-10 Created by Completed S3-14 (VDI/WVD/Citrix), how to login and access S1-11 Version history Completed tools Not S3-15 Major incident management process S1-12 Review history S3-16 Historical Volume Completed Not S3-17 Priority definitions S1-13 Approval history S3-18 Inventory Details Completed Not Resource Units (Current and compared S1-14 Approval and sign off S3-19 Completed with SOWs) S1-15 Table of content Completed S3-20 Access Requirements S1-16 Page Numbering Completed S3-21 VIP list and process S1-17 No credentials documented in runbook Completed S4 Process Documentation Status Remarks Link KB Articles instead of copy pasting S4-1 ITIL processes (IM/PM/CM/KM/CIM) S1-18 Completed S4-2 Vendor details information S1-19 Gender Neutral language Completed S4-3 Vendor management process & SLA/OLA S2 Introduction Status Remarks S4-4 S/W licenses and details S2-1 Document objective Completed S4-5 DR and BCP Customer company & Business Team Contact, Email address, DL & ITSM S2-2 S4-6 Introduction Queue details Business Units and Department S4-7 Team Site link for SOPs S2-3 S4-8 Team Mailbox management process Supported S2-4 Environment Understanding S4-9 Call/Email/Chat handing scripts S2-5 Scope of the track S4-10 S/W licenses and details Out of Scope role/technologies (if S4-11 Customer CSAT process S2-5 S4-12 3 Strike policy applicable) S4-13 Application details