All,

I need some direction from senior management relating to end user support within the DONCIO organization. Over the last few months, it has become increasingly difficult to provide what is perceived to be adequate support to the CIO user community. I make this statement primarily based on two observations. The first observation is my "behind the scenes" knowledge of changes occurring in both the back end server infrastructure as well as the desktop workstation configurations. The second observation is based on feedback I have been receiving from the end users, both directly to me and indirectly via overheard comments throughout my daily wanderings. The feedback from the end users has been increasingly negative over the perceived "system" difficulties.

The perceived "system" difficulties are a direct result of the Technology Enablement Strategies (TES) efforts to accomplish their mission of technology evaluation and integration of this technology into existing network infrastructures. Examples of these efforts include the BlackBerry pilot and DoD PKI integration with Window 2000 Active Directory.

Looking at the TES group, Rick Therrien and I are tasked by senior management with technology evaluation and integration while Lisa Metzke and Robert Fuentes are tasked with keeping the existing infrastructure (servers and clients) alive and well. Here lies the crux of the problem. In order for Rick and I to be successful at technology integration, we need to modify both the back end server infrastructure as well as the desktop workstation configuration. Similarly, Lisa and Robert need total administrative control over the entire infrastructure (server and client) for successful configuration management of the servers and desktop clients. Configuration management allows administrators to disseminate applications in a controlled fashion. Typically, technology integration is performed in a lab environment and never in an operational environment. We have not had the luxury of a lab environment.

Unfortunately, it is the end user who endures the pain associated with our learning endeavors and lack of configuration management. Mr. Porter has stated on numerous occasions that he does not mind if the user has to "feel the pain" of leading the Department of The Navy down this technology road. I am not convinced that our user community is fully aware they are supposed to be willing participants in this goal of leading the Department.

From the user support perspective, Lisa and Robert are busier than they have ever been. I know this because we are using an electronic tasking system and are keeping metrics on the amount of help requests we receive and close. However, the user's perception is more frequent problems and longer latency getting problems resolved. As an example, there are currently over 90 outstanding task requests in the queue. This does not include the numerous spontaneous requests received throughout the day.

I have several concerns about the situation I describe above. First and foremost is my concern for my fellow Seneca employees. The current perception is that Seneca, as a support organization, it not performing up to par. It is imperative the entire DONCIO community understand TES project and pilot requirements dictate changes to the network infrastructure, not Robert Fuentes and Lisa Metzke. In recent months, there have been major infrastructure changes which were performed unannounced in advance to Robert and Lisa as well as the rest of the user community. These changes were necessary for successful continuation of ongoing pilots, but we need better awareness and advance notice.

I request support from senior management in making the user community aware of our ongoing initiatives. The user community needs to understand they are participating in leading the Department down the technology road. This concept needs to be pushed from the top down. Users will be less likely to lash out at the support organization if they understand it is not the support organization directing the infrastructure changes.

The real issue at hand is how to buffer the users from the continuing learning and experimentation of technology integration. Better communication throughout the organization is necessary to help reduce confusion and frustration among the user community. If we continue to integrate new technology at the present pace, we may wish to consider an additional support person to assist in desk side support.

SpannMan

-- Anonymous, February 08, 2002