Task: Coordinate Service Quotes
Coordinate Service Quotes
Disciplines: Customer Service

Purpose

To coordinate the process in a streamlined manner so that there is one point of contact for the information to be disseminated. Create the official quote after receiving the information from the Service Owner.

Relationships

RolesPrimary Performer: Additional Performers:
InputsMandatory:
    Optional:
    • None
    Outputs

      Main Description

      1. Coordinates the Development of information technology proposals related to hardware, software,  personnel staffing, training and other requirements.
      2. Consults with senior management and users regarding their business needs.
      3. Consults with Information technology service owners regarding their outstanding proposals and information technology needs of partners.
      4. Serves as single point of contact for partners requesting services that will require information technology proposals to be created.
      5. Coordinates the communication of completed and in-progress proposals to partners and senior management.
      6. Consults with senior management and users regarding their business needs.
      7. Creates interdepartmental procedures and standards for the development and delivery of  information technology.
      8. Trains staff and partners in the processes and procedures of proposal requests, creation and delivery.

      Steps

      Receive the Service Request

      Most Service Requests will come in the form of a CRM Case, in the case that it does not, a CRM Case will need to be created to track the work done on a Service Request on behalf of the customer.

      Request a quote from the Service Owner

      If the service being requested can be addressed by a single service owner, reassign the case to the service owner to create a quote. The service owner will create a quote and attach it to the CRM Case and re-assign the case back to the Proposal Coordinator.

      If the service being requested will need quotes from more than one service owner, create separate tickets and assign them to the service owners, referencing them to the original CRM Case. The service owner will create a quote and attach it to the CRM Case and re-assign the case back to the Proposal Coordinator.

      If the service being requested is not a standard service, schedule a meeting with the ABRM and BSD to discuss the needed direction. If it is decided that a new service offering should be considered, begin the new service process. If it is decided it will not be a new service offering, reassign the case to the ABRM or BSD for discussion and resolution with the requesting agency.

      Send official quote to the ABRM/BSD
      Once the quotes are complete:
      1. If needed, combine them into one quote.
      2. Attach the quote to the CRM Ticket.
      3. Re-assign the CRM Ticket to the ABRM or the BSD.

      The ABRM or BSD will meet with the customer to go over the quote, including any service owners they feel are needed for the meeting. They are then responsible for getting the customer to sign the Quote and issue a Purchase Order or Purchase Change Order for the amount of the quote.
      Follow-up on Quotes

      On a weekly basis:

      1. Run a report that will list all the outstanding quotes and review in the Thursday Consolidation meeting with the BSDs.

      Receive Signed Quotes and POs

      Once the quotes are approved by the customer and a PO issued, attach a scanned copy of the signed quote and PO and reassign to the Service Owner(s). If multiple service owners are used, the case created for each service owner will need to include the signed quote and PO.

      Once the service is finished adding the service to the agency, the Service Owner will attach a Billing Change Order and re-assign it to the ISD Billing Provider Group.

      Confirm Work is Complete

      On a weekly basis, pull all open and complete CRM Tickets and review the status of them with the BSDs at the Thursday Consolidation Meeting.

      Update Agency Services Database

      Login to the Agency Service Database and update the services now provided to the agency.