Improving Government Operations with the Cloud Oracle Open World 2018

Transcription

1 Improving Government Operations with the Cloud Oracle Open World 2018 October 22, 2018

2 Table of Contents Page I. Why Oracle ERP Cloud SaaS? 2 II. ERP Organization and Governance 4 III. ERP Managed Services Model 7 IV. Training Overview 11 V. Lessons Learned / Leading Practices 13 1

3 I. Why Oracle ERP Cloud SaaS? 2

4 Why Oracle ERP Cloud SaaS? WHY CLOUD? WHY SAAS? Bankruptcy Fresh Start New Finance and IT Organizations ERP Executive Order Dated Legacy ERP WHY ORACLE? Oracle is the Cloud ERP leader Partner vs. Customer (Influence Product Roadmap) Legacy Oracle EBS User Leaner, Smarter Optimize DoIT staff (higher value-add initiatives) Focus OCFO resources on functional ERP proficiency Mitigate ERP version obsolescence Save $$$ Be Transformative Think Future State 3

5 II. ERP Organization and Governance 4

6 Scope and Major Release Timeline Key Statistics Total # of Oracle Functional Modules* Total # of Current Users Total Internal Support Staff Total External Support Staff 17 ~2,200 Funct: ~30 (4 FTE) Tech: ~3.5 FTE FTE Initial Go-Live March 2016 # of Major Releases Since Go-Live 4 Go-Live (R10) Mar 16 Project Kickoff Dec 14 Go-Live (R11) Oct 16 Go Live (R12) Aug 17 Go Live (R13) May 18 Enterprise Performance Management Account Reconciliation Financial Consolidation and Close Planning and Budgeting Enterprise Performance Reporting * A module may be comprised of multiple SKUs. Enterprise Resource Planning Accounts Payable Fixed Assets Accounts Receivable General Leger Advanced Collections Procurement Budgetary Control Shared HR Cash Management Ancillary (Reporting, Interfaces) Expenses Project Portfolio Management Risk Management 5

7 ERP Organizational Chart Executive Sponsors CFO CIO ERP Program Management Office Deputy CFO Manager Enterprise Applications, IT Operational Support Teams Finance IT FP&A ERP Technology Interface & Monitoring Division Advanced Collections Accounts Payable Cash Management Accounts Receivable Budgetary Control Expenses Help Desk Fixed Assets Procurement/ Supplier Portal PPM General Ledger Applications Team P-Card Shared HR *SMEs are from various finance divisions Subject Matter Experts (SMEs)* 6

8 III. ERP Managed Services Model 7

9 COD Roles & Responsibilities Executive Sponsors PMO Helpdesk Core Business Team (SME) IT Team Review project level risks and mitigation plans Approve/ reject modification requests Review SLA trends and identify areas for improvement Review and prioritize work efforts based on business needs Develop and refine processes and procedures Prioritize and oversee Level 1 support tasks Log and route support tickets Assist with Level 1 support Work with City PMO to prioritize and execute work Assist with Level 1 support, application review and validation Help with approval/ rejection of modification requests Support external systems that feeds ERP Provide technical support including infrastructure and desktop support 8

10 Managed Services Roles & Responsibilities Service Delivery Management Functional Support Technical Support Training Service strategy and SLA management Ongoing project and account management Status reporting, meetings and escalations Day-to-day support to all users Perform configuration changes, testing & patch analysis Maintain training material and deliver training Resolve issues in custom components Assist functional team on issue resolution Security, workflow, SOA and UPK administration Assist in creating and executing lifecyclebased training methodology and materials 9

11 Support Levels & Roles Functional Technical Management Level 1 Business Leads/SMEs Help Desk User & Security Administration PC & Network Support Project Manager Level 2 Functional Support Technical Support Integration Support Workflow Administration Service Delivery Manager Level 3 Cloud ERP Product Support Cloud Administration City of Detroit Managed Svcs Oracle 10

12 IV. Training Overview 11

13 Training Overview CURRENT STATE FUTURE STATE Methodology Module/License Focus Train-the-Trainer (SME) Managed Services Assistance (heavy) Life-Cycle Focus (Holistic) Train-the-Trainer (SME) Train All Users Managed Services Assistance (light) Delivery Materials Self-Guided (primary) Web Conference Classroom (infrequently) Maintenance: Periodic Job Aids (primary) UPK Oracle Documentation Video Self-Guided (primary) In-Application* Web Conference Classroom (infrequently) Maintenance: Dynamic Oracle University* Oracle LaunchPad* Oracle Guided Learning* Job Aids (complementary) Oracle Documentation Video *Under evaluation 12

14 V. Lessons Learned \ Leading Practices 13

15 Lessons Learned / Leading Practices Thorough and Honest Needs Assessment Thorough and Honest Capacity/Resource Assessment Cloud is NOT EBS Managed Services: Internal or External? Commit to Continuous Improvement Persistent Engagement 14

16 Michael Jamison Deputy CFO / Financial Planning & Analysis Office of the CFO jamisonm@detroitmi.gov Lori Cetlinski Service Level Manager Department of Innovation & Technology loric@detroitmi.gov 15