# Presentation: 051273

## 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

**Notes:**
Intro
Example of tools
Sample of best
Leverage technology as enabler of cust focused business processes
Customer value and satisfaction
Actionable information for property and IT resource managers
Saves money

## Borrowing Shared Computer Equipment

- Traditional
- Property
- Management

- Online
- Reservation
- System

- E-Gov

**Notes:**
Resource Mgmt Staff, so not only rep mnging IT resources, but also providing
Story
Available?
Couldn’t deliver on time
Failures vs. successes
Dissatisfaction
Frustration -> spending
Proactive way borrowing laptops, wireless, projectors

## Four Categories of E-GovHarvard Business Review, Michael Hammer

- E-Gov Information
- E-Gov Automation
- E-Gov Reengineering
**I-Gov Innovation** – Novel use of information that technology makes possible

**Notes:**
Customer focused improvements to way we do business and enable
Info that helps people make decisions

## 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

- }

**D**efine
**M**easure
**A**nalyze
**I**mprove
**C**ontrol

**Notes:**
Control
Enable w tech
Assess results and feedback into system to make further improvements

## Computer Equipment Loans Transformed

_**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

**Notes:**
Highlight benchmarking- Blackberry, Cable, UPS 

- Demonstration

## Confirmation Email

## Property Pass Pushed to Customer

## Slide 9

## Notification Pushed to Admin

- - Nag notices follow as date approaches

## System Usage(since July 2004)

- 303 Loans to 47 employees

| 53% Verizon Wireless Cards
18% Laptop Computers 
15% Projectors
12% Flash Memory Drives
1% DVD Writer | 
89% Presentations/Conferences
61% Telework
56% General Travel
 |
| --- | --- |

- }

## Performance Measures

- 37% of OCWWS employees served
- 	94% Say very important or important to getting their job done
- 94% Overall customer satisfaction

| Customer Satisfaction | Traditional | Reservation System |
| --- | --- | --- |
| Ease of Use | 17% | 100% |
| Reliability | 36% | 89% |

- What quality of change/effect did we effect on our customers?

## 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.”

## 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

## 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

## 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

**Notes:**
Eliminate property passes, security delays, and signature authorization overhead by using system for loan validation

## 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!