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Enhancing Customer Council Collaboration and Solutions at VITA

In April 2007, VITA formed Customer Councils consisting of 8-12 agency subject matter experts to gather feedback and address key issues. Regular meetings foster collaboration, with each director sharing notes and ensuring transparency. Current initiatives tackle concerns from various councils, including defining roles in Customer Account Management and enhancing communications to end-users. Solutions such as the creation of the Procurement Workgroup and Small Agency Council meetings aim to improve processes and address the demands on small agencies. Future steps include refining information-sharing processes and assessing council impact.

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Enhancing Customer Council Collaboration and Solutions at VITA

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  1. VITA Customer Councils • All Directors formed Customer Councils in April, 2007 and are meeting regularly • Additionally, a Small Agency Council (owned by the CAM Director) was formed along with an Employee Council (owned by the F&A Director) • Councils consist of 8-12 Agency subject matter experts expect the best

  2. VITA Customer Councils Feedback • Council participation has been good • Each Director shares notes from the Council meetings with participants • Working on ways to share information across Councils and across VITA • Information included: the issue surfaced, responsible party, and what’s being done to address the issue along with a timeframe for completion expect the best

  3. VITA Customer CouncilsIssues We’re Addressing • Customer Account Management Council Issue – who do I call for what? Solution – working on a roles and responsibilities document clearly defining CAM and APM roles, for example • Security Customer Council Issue – how do small agencies respond to security requirements with very limited resources? Solution – Small Agency Council outreach, share resources • Partnership Action Customer Council Issue – need to share transformation information in a more timely way Solution – transformation team shares presentations with the PAC

  4. VITA Customer CouncilsIssues We’re Addressing • Communications Customer Council Issue – Involve Agency comms staff, not just technical staff, in conveying information directly to end-users Solution – develop communications more tailored to end-users with Agency comms staff input • ITIES Customer Council Issue – Determine Council business drivers and priorities Solution – Council has defined 16 candidate governance areas in a variety of categories, currently prioritizing • Finance and Administration Customer Council Issue – procurements not timely, need the ability to track procurements Solution – Procurement Workgroup formed, Sharepoint site created to track procurements

  5. VITA Customer CouncilsIssues We’re Addressing • Employee Customer Council Issue – determine what’s important to our employees Solution – employee survey has been completed and results are being analyzed • Small Agency Customer Council Issue – too many demands on small agencies with limited resources Solution – using the Small Agency Council meetings to address items collectively vs surveying individual agencies • This is just a sampling; there are other issues and items being addressed

  6. VITA Customer Councils – Next Steps • Customer Council questionnaires developed and rolled out in August • Continue to refine and organize the process for collecting and sharing council information • Share successes and lessons learned

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