Imagine FI$Cal April 2019

The first Imagine FI$Cal workshop series was held in April 2019, in Sacramento, California. Representatives from departments that use the FI$Cal system participated in design-thinking activities to stimulate ideas to improve training, customer service and system performance.

Out of 22 ideas for improvement identified during the April workshops, we have completed and deployed the following seven concepts:

FI$Chat

FI$Chat

An option that allows users to access FI$Cal subject matter experts directly by phone or chat.

Job Aids 2.0

Job Aids 2.0

Updated job aids that are easily searchable, informative, efficient, and better organized, including a table of contents and FAQs for each.

FI$Cal Circuit Report

FI$Facts

A regular email report with information about common questions and issues, as well as the FI$Cal answer or resolution.

Tesla Template

Tesla Template

Standardized templates for submitting tickets and responding to tickets.

Reports to Go

Reports to Go

A dedicated page to help users easily find, understand, and use FI$Cal generated reports.

Delegated Authority

Delegated Authority

Provides departments with more functionality that they can control, including internal processes for control, internal maintenance teams, and regular audits.

Consolidated Error Resolution Screen

Consolidated Error Resolution Screen

A new single screen to display all errors across the system, including links to sources and possible resolutions.

Additional Features

The additional Features below were generated from the concepts that came out of the Imagine FI$Cal workshop held in April 2019 in Sacramento. These features are currently in the implementation process.

Year-end Close Support Model
FI$Cal, in collaboration with our partner agencies, is providing a functional sponsor who will be on site at some departments. The functional sponsor will provide direct support to departments in the escalation of any issues that are preventing a close. Support will include escalation of tickets, training, on site resolution and removal of blockers when possible.

Comprehensive Error List
FI$Cal has developed an error list for customized error messages across modules. The customized error message list includes descriptions for 1,031 messages. We are developing a similar list for delivered messages across modules for 17,896 messages. This will be developed module by module, focusing on delivered messages that do not have adequate description.

Customer Impact Committee (CIC) Round Table
A mechanism for discussions that create new understandings between departments and control agencies related to FI$Cal system capabilities and department needs.

FI$CalTv
Once a month, via WebEx sessions, we will connect end users with FI$Cal subject matter experts to help answer questions about specific topics and to provide valuable tips, tricks, and information.

Monthly Satisfaction Surveys
We release a brief, monthly survey for all department end users using Survey Monkey. Likert-scale and open-ended questions cover concepts of timeliness, responsiveness and service quality. All results and conclusions are available to decision makers, with some being posted to our FI$Cal website.

Job Aid Videos
Create Job aid videos to discuss in greater detail the other options that are available when running certain business processes or reports.

LinkedIn Community
Through our LinkedIn Super User Group, end users have a place to learn from each other, get helpful hints on training, tools and other information that is updated on a regular basis. The group is private, and all information and conversations are visible only to group members.

Policy Workgroup
A group made up of partner agency and FI$Cal representatives met to identify policies that could be impacting departments’ transactions. Some additional features were identified along with solutions. Enhancements are in progress that should help streamline some transacting, and communication will be provided when enhancements are complete.

MegaFI$Bot
As part of Feature 3: Role Selection, within the MegaFI$BOT concept, FI$Cal team members will re-evaluate FI$Cal roles. The MegaFI$BOT will highlight process areas that are impacted by a given role, and users will be able to choose an end user role to find out how to do processes related to that role. The re-evaluation of roles will be one piece of an overall solution for this feature.

Password Reset
Analyze current process and identify any additional system changes to increase percentage of departmental self-service password resets to decrease the need to contact the FI$Cal Service Center.

Business Process Development
Provide end to end documentation of key Business Processes in FI$Cal.

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