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Equipment Reservation System An Online Success Story

Equipment Reservation System An Online Success Story. By: Michael T. Smith Raytheon Intelligence and Information Systems Michael.T.Smith@noaa.gov Mike Gerber NWS, Office of Climate, Water, and Weather Services Mike.Gerber@noaa.gov. Borrowing Shared Computer Equipment. Traditional

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Equipment Reservation System An Online Success Story

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  1. Equipment Reservation SystemAn Online Success Story By: Michael T. Smith Raytheon Intelligence and Information Systems Michael.T.Smith@noaa.gov Mike Gerber NWS, Office of Climate, Water, and Weather Services Mike.Gerber@noaa.gov

  2. Borrowing Shared Computer Equipment Traditional Property Management Online Reservation System E-Gov

  3. Four Categories of E-GovHarvard Business Review, Michael Hammer • E-Gov Information • E-Gov Automation • E-Gov Reengineering • I-Gov Innovation – Novel use of information that technology makes possible

  4. Getting to I-Gov Innovation } Customer focus Move beyond old way of doing business Enable improvements with technology to ensure sustainable results Provide actionable information Define Measure Analyze Improve Control

  5. Traditional Way Paper forms/logs Availability? Visit Sys Admin Unreliable delivery Equipment Reservation System Online, pre-populated, pushed Browse available inventory On demand Scheduled pickup or delivery Computer Equipment Loans Transformed

  6. Demonstration

  7. Confirmation Email

  8. Property Pass Pushed to Customer

  9. Notification Pushed to Admin - Nag notices follow as date approaches

  10. System Usage(since July 2004) 303 Loans to 47 employees }

  11. Performance Measures What quality of change/effect did we effect on our customers? 37% of OCWWS employees served 94% Say very important or important to getting their job done 94% Overall customer satisfaction

  12. Customer Testimonials Positive: “I am grateful the system is so easy to use.” “The online Equipment Reservation System is great.” “This system is a vast improvement over the old system which depended upon individual effort and a lot of time to make the arrangements. It basically depended upon "connections" and sometimes those outside of OCWWS. The creator and developer of this system deserve an award!” “…glad to be able to get the wireless cards when I need them.” Opportunity for improvement: “...frequently…a particular piece of equipment that I need is already checked out… wireless cards. This forces me into paying for Internet service at a hotel, spending an inordinate amount of my personal time in the evenings on dialup service, or just being unresponsive to NWS and customer emails.” “It would be nice to see a calendar of when equipment IS available.”

  13. Actionable Information Wireless cards unavailable 33% of the time • Calculate optimal # cards • Analyze reservation request patterns Actions • Increase card/employee ratio from 1/25 to 1/17 (7 cards) • Consider adding reservation calendar

  14. Shared Wireless Cards ROI Annual costs: 29 Cards (w/o sharing) = $24,360 5 Shared cards (actual) = $4,200 7 Shared cards (optimal) = $5,880 Return on Investment (ROI): Actual = $20,160/yr, Optimal = $18,480/yr Increased productivity and morale

  15. Recommendations Reservation System • Greater adoption to maximize NOAA’s ROI • More re-engineering and innovation Innovation in other Areas • Telework • Transportation subsidies • StormReady • Admin and program areas

  16. Final Thoughts Create innovative solutions that provide customer value and help meet NOAA’s mission Technology is not the solution, but the enabler of customer focused business strategies which result in the solution!

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