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How well do you know your customer?

Quick show of hands...

who has had anything to do with PS?

(Direct or non-direct, I.e. Someone in one of your teams).

This is a question I have asked myself a lot lately.

I thought that today it would be interesting to find out from you all how you would answer this question:

How well do you know your customer?

What was the sound you heard just now?

What is the name of our Parliament customer?

Parliamentary Services

Office of the Clerk and Parliamentary Services

Parliamentary Service

Parliamentary Service and Offices of the Clerk

Parliamentary Service

We get their name wrong a lot!

Who are our Parliament Customers?

Parliamentary Service

Parliamentary Service, Office of the Clerk

Parliamentary Service, Office of the Clerk, Ministerial Services

Parliamentary Service, Office of the Clerk, Ministerial Services, Department of the Prime Minister and Cabinet

Who is the head of Parliamentary Service?

Geoff Thorne

Michael Middlemiss

David Carter

David Stevenson

The Parliamentary Service, established in 1985, is headed by the General Manager, a non-political role accountable for the running of the Service.

The Parliamentary Service is the largest of the agencies housed in the parliamentary complex.

The Service employs approximately 460 staff as well as another 260 people employed as out-of-Parliament staff in the regions.

The Parliamentary Service, established in 1985, is headed by the General Manager, a non-political role accountable for the running of the Service.

The Parliamentary Service is the largest of the agencies housed in the parliamentary complex.

The Service employs approximately 460 staff as well as another 260 people employed as out-of-Parliament staff in the regions.

Which on of these people is David Stevenson?

0%

0

A

0%

0

B

0%

0

C

0%

0

D

Who does David Stevenson Report to?

0%

0

Parliamentary Service CIO

0%

0

Clerk of the House

0%

0

The Speaker

0%

0

Leader of the House

Speaker Andre

Speaker Andre

What is David's perception of our Service Desk's customer care?

Inconsistent

On the whole, pretty good

Good, but could be better

We treat customers just as a number

David's 3 areas that we need to focus on:

Get the simple things right
Service Desk
Floor Walking

What does "Service Excellence" look like?

David's 3 areas that we need to focus on:

Get the simple things right
Service Desk
Floor Walking

What does "Service Excellence" look like?

Auckland Service Desk does not understand our customer!

David had a poor experience with our Auckland service desk last weekend.

During the recent Blackberry Incident, Auckland service desk helped update the Service Desk phone message. Instead of MPs, they update the system to read out... M.P.S

Auckland Service Desk does not understand our customer!

David had a poor experience with our Auckland service desk last weekend.

During the recent Blackberry Incident, Auckland service desk helped update the Service Desk phone message. Instead of MPs, they update the system to read out... M.P.S

What do we need to do?

Targeted Service Desk Training
Create engagement plans for the Service Desk and Desktop teams
Raise the customer awareness and appreciation in the team

What do we need to do?

Targeted Service Desk Training
Create engagement plans for the Service Desk and Desktop teams
Raise the customer awareness and appreciation in the team

David feels Parliament is a unique place.

Michael Middlemiss - PS CIO wants to consume our standard service offerings.

Sound like a mismatch?

David feels Parliament is a unique place.

Michael Middlemiss - PS CIO wants to consume our standard service offerings.

Sound like a mismatch?

Our teams challenge will be to bring together our standard offerings and deliver them to our customer with their unique and challenging environment.

Our teams challenge will be to bring together our standard offerings and deliver them to our customer with their unique and challenging environment.

Why are we unique?

Why are we unique?

MBIE

Total Staff	3880	(3355 in NZ / 525 offshore) – 47 NZ offices 19 overseas locations
End User Support	18	11x Level 1 / 3x MAC / 4x Level 2
Total Calls	49,005	1st July 2016 – 1st July 2017
Average call time	06:05	Call average handle time (mins)
Incidents	28,992	Incidents logged (1st July 2016 – 1st July 2017 - excluding all auto logged monitoring tickets)
Requests	34,921	Requests logged (1st July 2016 – 1st July 2017): 34,921 (55%)
Total	63,913	Incidents + Requests

Parliamentary Service

Total Staff	1300	460 Parliamentary Service staff + 260 out of precint / 119 MPs / approx. 100 Office of the Clerk / Minsterial staff approx. 300 (Total = 1300 approx)
End User Support	12	8x Level 1 / 2x MAC / 2x Level 2
Total Calls	34,166	1st July 2016 – 1st July 2017
Average call time	04:54	Call average handle time (mins)
Incidents	15,815	Incidents logged (1st July 2016 – 1st July 2017): 15815 (42%)
Requests	21,792	Requests logged (1st July 2016 – 1st July 2017): 21792 (58%)
Total	37,607	Incidents + Requests

MBIE

Total Staff	3880	(3355 in NZ / 525 offshore) – 47 NZ offices 19 overseas locations
End User Support	18	11x Level 1 / 3x MAC / 4x Level 2
Total Calls	49,005	1st July 2016 – 1st July 2017
Average call time	06:05	Call average handle time (mins)
Incidents	28,992	Incidents logged (1st July 2016 – 1st July 2017 - excluding all auto logged monitoring tickets)
Requests	34,921	Requests logged (1st July 2016 – 1st July 2017): 34,921 (55%)
Total	63,913	Incidents + Requests

Parliamentary Service

Total Staff	1300	460 Parliamentary Service staff + 260 out of precint / 119 MPs / approx. 100 Office of the Clerk / Minsterial staff approx. 300 (Total = 1300 approx)
End User Support	12	8x Level 1 / 2x MAC / 2x Level 2
Total Calls	34,166	1st July 2016 – 1st July 2017
Average call time	04:54	Call average handle time (mins)
Incidents	15,815	Incidents logged (1st July 2016 – 1st July 2017): 15815 (42%)
Requests	21,792	Requests logged (1st July 2016 – 1st July 2017): 21792 (58%)
Total	37,607	Incidents + Requests

Impressions working on both accounts (MBIE vs PS):

the call and email volumes for Parliamentary service are amazingly close to MBIE despite having a considerably smaller user base.
The end user expectations are much greater and the pressure applied to front line staff is considerably greater.
The front line staff are currently required to do a greater amount of troubleshooting and ticket ownership (often having to see a wide variety of technical issues through to resolution for VIP users) than on other accounts.
Requests make up a greater proportion of overall tickets than elsewhere.

Harry Barnes - PS Service Desk Team Lead

Impressions working on both accounts (MBIE vs PS):

the call and email volumes for Parliamentary service are amazingly close to MBIE despite having a considerably smaller user base.
The end user expectations are much greater and the pressure applied to front line staff is considerably greater.
The front line staff are currently required to do a greater amount of troubleshooting and ticket ownership (often having to see a wide variety of technical issues through to resolution for VIP users) than on other accounts.
Requests make up a greater proportion of overall tickets than elsewhere.

Harry Barnes - PS Service Desk Team Lead

How many VIP's / CEO's does your customer have?

119 Members
Parliamentary Service GM
Clerk of the House

Plus many more "self titled" VIP's

How many VIP's / CEO's does your customer have?

119 Members
Parliamentary Service GM
Clerk of the House

Plus many more "self titled" VIP's

PS IST have been fielding a large number of OIA requests relating to IST questions.

From the provisional Order Paper for the next House Sitting day - 1st August 2017

Rt Hon Winston Peters to move, That this House has no confidence in The Rt Hon David

Carter as Speaker of the New Zealand House of Representatives, due to his gross

misunderstanding of Standing Orders, for inconsistent Speakers' Rulings, for attacking

Members of Parliament and for abusing his power as Speaker during and after Martin

Matthews' appointment as Auditor-General, where he inaccurately reported the proceedings

of the Officers of Parliament Committee claiming that the decision of that committee was

unanimous and again repeated his personal view of the propriety of the Auditor-General's

appointment, all of which is resulting in an absolute failure to uphold and protect the

standards and reputation of this Parliament.

Lodged 27 July 2017

PS IST have been fielding a large number of OIA requests relating to IST questions.

From the provisional Order Paper for the next House Sitting day - 1st August 2017

Rt Hon Winston Peters to move, That this House has no confidence in The Rt Hon David

Carter as Speaker of the New Zealand House of Representatives, due to his gross

misunderstanding of Standing Orders, for inconsistent Speakers' Rulings, for attacking

Members of Parliament and for abusing his power as Speaker during and after Martin

Matthews' appointment as Auditor-General, where he inaccurately reported the proceedings

of the Officers of Parliament Committee claiming that the decision of that committee was

unanimous and again repeated his personal view of the propriety of the Auditor-General's

appointment, all of which is resulting in an absolute failure to uphold and protect the

standards and reputation of this Parliament.

Lodged 27 July 2017

Post Election - Where to then?

Post Election - Where to then?

What are the focus items post election?

Bedding in the transition and kicking off transition extended services

Azure - Public Cloud

Digital Workplace

Improving BAU Operations

What is a key Strategic Initiative that is being pursued?

Parliament as a Service

Parliament as a Service (PSasS)

Seeking investment funding to take the suite of solutions that we have developed over the last 5 years and migrating them into a public cloud as a service offering.

The PSasS would target NZ and the Parliaments of the Australian states and territories.

The concept could easily be generalised to organisations with meeting and document centric needs (lawyers, corporates etc).

Parliament as a Service (PSasS)

Seeking investment funding to take the suite of solutions that we have developed over the last 5 years and migrating them into a public cloud as a service offering.

The PSasS would target NZ and the Parliaments of the Australian states and territories.

The concept could easily be generalised to organisations with meeting and document centric needs (lawyers, corporates etc).

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