At the Department of FISCal (FI$Cal) customer support is one of our top priorities. As part of our strategic plan, providing world class customer service is one of our key goals, and “Customers First” is one of our core values.
One way we provide user support and customer service is through our relations coordinators (RC). Our RCs act as support and intermediaries between FI$Cal and departments, both as they onboard to the system, and after they are established end users.
While onboarding, the RC is the department’s point of contact at FI$Cal, to ensure a successful transition onto the FI$Cal system. The RC team manages the Master Department Workplan, assigning predetermined tasks in a logical order for onboarding departments to complete and participate in activities. The RCs coordinate and facilitate meetings for all onboarding activities such as kickoffs, touch points, configuration validation sessions, and transition meetings. They act as a liaison between the onboarding department and FI$Cal subject matter experts to ensure each task the onboarding department is responsible for is completed on time. Once onboarded, the RCs continue to hold regular touch point meetings with the new departments weekly, providing support and direction.
For departments that have been in FI$Cal for some time, FI$Cal provides self-service options, and user support, such as the FI$Cal Service Center (FSC) and the FI$Cal Learning Center. However, departments still have dedicated RCs, and RCs continue to be a single point of contact for every department. All departments – live, onboarding, deferred and exempt – have an assigned RC and back up RC to ensure they will always have a contact at FI$Cal. The RC mailbox is a centralized communication hub for both client departments and FI$Cal staff to direct questions or issues and connect with an RC as needed.
There are many ways the RCs assist live departments. When a department needs direction on new functions, interfaces, or features, they will contact their RC for assistance. In addition, as part of the ongoing optimization of the system, RCs support system enhancements by engaging with departments on needed tasks, user acceptance testing scheduling and support, and preparing presentations for department’s readiness to enhancements.
The RC team will set up discussion meetings and provide direction on what steps are needed to accomplish department objectives. And as part of this ongoing support network, the RC team coordinates and facilitates the Customer Impact Committee agenda, and prepares the presentation, following up on action items and preparing the communication for each meeting.
In addition, the RC team also produces FI$CalTv, a half hour program streamed via Microsoft Teams that includes news, special announcements and helpful information on issues relating to the FI$Cal system. The team gathers impactful and timely information to share, and FI$Cal end users can continue to catch monthly episodes by subscribing to the FI$CalTv subscription list on our website, or watching past episodes on YouTube.