SESSION 401 Thursday, May 11, 10:00am - 11:00am Track: Evolving Desktop Support IT Vending Machines: A Case Study in Self-Service Steven Van Dyke

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SESSION 401 Thursday, May 11, 10:00am - 11:00am Track: Evolving Desktop Support IT Vending Machines: A Case Study in Self-Service Steven Van Dyke Manager, Technical Support, Federal Reserve Bank of

1 SESSION 401 Thursday, May 11, 10:00am - 11:00am Track: Evolving Desktop Support IT Vending Machines: A Case Study in Self-Service Steven Van Dyke Manager, Technical Support, Federal Reserve Bank of Boston Steven.vandyke@bos.frb.org Session Description Second-level IT is always seeking ways to reduce costs, deliver products quickly, break down friction for customers, and track products. This case study-based session will show you how the implementation of a technology vending machine helped the Federal Reserve Bank of Boston enhance the user experience by allowing customers to obtain various technology supplies and equipment on their own, by simply entering a PIN or swiping a card. Speaker Background Steven Van Dyke has worked in IT for more than fifteen years, with a variety of companies like Stream International, Gillett, and the Federal Reserve Bank of Boston, where he s currently a technical support manager for second-level IT.

2 Session 401: IT Vending Machines A Case Study in Self-Service Steven VanDyke 1

3 Session 401: IT Vending Machines A Case Study in Self-Service May 11, 2017 Steven VanDyke Agenda About the Federal Reserve Bank of Boston and IT Client Services at the Fed Improving the User Experience Self Service Vending Machine 4 2

About the Federal Reserve: Focus areas & responsibilities Monetary Policy & Economic Research Participate in monetary policy activities through extensive research and analysis, and participation on

Supervision & Credit Supervise member banks within the First District, bank holding companies, insurance focused savings and loan holding companies, and also certain large insurance companies.

4 About the Federal Reserve: Focus areas & responsibilities Monetary Policy & Economic Research Participate in monetary policy activities through extensive research and analysis, and participation on the Federal Open Market Committee (FOMC). Supervision & Credit Supervise member banks within the First District, bank holding companies, insurance focused savings and loan holding companies, and also certain large insurance companies. Also serves as lender of last resort. Community Development Focused research and activity on issues affecting low- and moderate-income individuals and families. Payments & Financial System Conduct research and convenes experts to support evolution of US payments system and underlying technologies/standards. 5 About Business Technology Solutions: Focus areas & responsibilities Application Dev BI and data services Responsive web development SharePoint competency center R&D FedPPM Application Development Production and Customer Support Data Services Project Management IT Project management Agile expertise Business Analysis Information Security IS architectural services IS engineering Services Risk & compliance SAFR Services Delivery Desktop support Mobile device management Local network services AV & Conference Services BRM & IT Strategy Relationship management Demand management Portfolio management New business development Internal consulting Financial Management Run IT like a business Cost optimization Business process improvement (Lean Six Sigma) 6 3

Improving the User Experience Increased focus on the overall user

Use 7 Improving the User Experience How can we improve the

Start on day 1 with improved onboarding process Develop user

5 Improving the User Experience Increased focus on the overall user experience Awareness Raving Fan Selection Advocacy Engagement & Use 7 Improving the User Experience How can we improve the day-to-day employee experience? Start on day 1 with improved onboarding process Develop user personas to provide consistency for ordering, support and refresh IT Solution Center Self Service offerings 8 4

21+ Days on Average With 6 Handoffs 5/1/2017 Self-Service Journey Self-Service Password reset Service Catalog Requests through Service Catalog Appointment scheduler for support (genius bar like

6 21+ Days on Average With 6 Handoffs 5/1/2017 Self-Service Journey Self-Service Password reset Service Catalog Requests through Service Catalog Appointment scheduler for support (genius bar like function) Vending Machine 9 Vending Machine - The Idea Team Building Customers requesting IT consumables Reactive Advanced Requests Process of PC Accessory Ordering 1) **Customer orders 2) Manager approves 3) Asset management places order 4) Vendor SLA Business Days or Less 5) Product received by mail room & Processed 6) Product is delivered to IT 7) IT takes possession of the product 8) Service Catalog is updated with information 9) Product deployed to employee 10) Service Catalog is updated with information 11) Asset Management reconciles updates P-Card 12) Accounting checking 10 5

Vending Machine Planning Time Loaning Equipment Process for Loaner Minutes

Deploy to customer/install 30 Manage the ticket; contact customer 40 Return

Year Prior to Vending Machine Total Time Annually 372 Hours No Vending

7 Vending Machine Planning Time Loaning Equipment Process for Loaner Minutes Comment /Assumption Customer calls HelpDesk 10 Customer did not wait in queue. Ticket -> IT 10 Ticket assigned quickly Locate loaned item 30 <up-to> Deploy to customer/install 30 Manage the ticket; contact customer 40 Return / Pick up Total Time per Loan 120 Time IT Purchasing Number of Loaners 186 Year Prior to Vending Machine Total Time Annually 372 Hours No Vending Machine PC Accessories Labor Costs Hours Asset Management 14.5 Client Services 1.5 Weekly Cost 16 Monthly Cost 64 Yearly Labor Cost Vending Machine Planning Benefits User Experience Real-time fulfillment Know what you re getting Self Service Costs Labor Over-ordering Inventory control Loss prevention 12 6

Controls Loaner equipment Oversight for Accounting and Business lines Our

8 Vending Machine The Implementation Searched for vendors: Not many contenders for the volume Features and Functionality 24 x 7, 365 days Metrics/Reporting Controls Loaner equipment Oversight for Accounting and Business lines Our ideas of what to stock in the machine 13 Vending Machine -The Experience 14 7

Vending Machine - The Success Improvements: Labor cost Handoffs Fulfillment Time Metric Before Vending Machine After Vending Machine FTE required >.5 <.

9 Vending Machine - The Success Improvements: Labor cost Handoffs Fulfillment Time Metric Before Vending Machine After Vending Machine FTE required >.5 <.25 Handoffs 6 0 Fulfillment Time 21+ days Depends on the elevator!! 15 Vending Machine - The Implementation 2.0 Survey Adjustments and recalibration Marketing Increase adoption 16 8

year 2 Shared our success through 12 other districts 8

10 Vending Machine - The Success Team More customer valued work Changed our image 90% increase usage from year 1 to year 2 Shared our success through 12 other districts 8 other Federal Reserve 17 Some Questions before a final thought 18 9

11 19 Thank You Presenter: Major Contributor: 10

12 Thank you for attending this session. Please complete the short evaluation for this session on your mobile device. It is available in your , the HDI conference website or through the HDI 2017conference app. 11

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