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Customer Support Model Changes IT Infrastructure Partnership Team

In March 2009, the VITA organization is restructuring its customer account management approach by merging the roles of Customer Account Managers (CAM) and Agency Program Managers (APM) into a single CAM role. This change aims to streamline customer interactions, reduce contact points, and improve service delivery based on feedback from customer insight surveys. The new CAM will focus on understanding individual agency needs, establishing customer relations, and overseeing Request for Services (RFS) while ensuring improved overall satisfaction. Transition preparations are underway with agencies receiving updated contact information.

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Customer Support Model Changes IT Infrastructure Partnership Team

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  1. Customer Support Model Changes IT Infrastructure Partnership Team March 2009

  2. New Team of Customer Account Managers Zeta Wade Existing CAMs Anne Wingfield Bobby Keener Linda Smithson CAM Hal Hughey CAM MaryDavis-Barton New CAM Role Transitioning APMs CAM Chris Brown APM John Kissel Samantha Cruz-Hill APM The New CAM role combines existing CAM and APM responsibilities into a single CAM role Lee Tinsley APM On March 2, the CAM and APM functions will be combined into one role to reduce VITA customer contact points and improve service Rationale • Responds to customer insight survey feedback to reduce number of customer contacts • CAM assignments were made with agency interests in mind -- they are based on CAMs’ previous agency experience and specific knowledge of agency business needs • Allows CAMs to focus more energy and attention on individual agency business needs

  3. The two key customer contacts moving forward will be the VITA CAM and Northrop Grumman AOM VITA Customer Account Manager (CAM) Northrop Grumman Agency Operations Manager (AOM) • Responsible for establishing and maintaining relationships with customers and managing overall customer satisfaction • Serves as second escalation for service delivery • Develops understanding of agency business needs to effectively plan for impending changes • Owns Request for Services (RFS) lead qualification and oversees RFS performance from requirements through implementation • Resolves billing, asset management, and purchasing questions • Provides information on VITA services offered in addition to the ITP • Manages IT operations and service delivery for agencies • Serves as first customer escalation point for service delivery issues • Supports RFS requirements gathering and solution implementation • Assesses performance of IT infrastructure through service level measurement and reviews results with customers *NOTE -- The Agency Deployment Manager (ADM) will continue to manage agency IT transformation through completion

  4. Preparations to transition these roles are underway and customers will receive new IT contact lists with CAM, AOM and ADM information following today’s meeting • Preparations for March 2 • New assignments have been made and will be shared with agencies today • Training plans and checklists for transitioning knowledge have been developed and are underway • Where CAM is changing, new and previous CAM will meet with agency to transition the role • Feedback survey is in development to ensure changes meet agency needs and improvements occur where necessary

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