New York City 311 system Going big with

New York City 311 system: Going big with Microsoft Dynamics 365

NYC 311: A look back at the trials and tribulations of an enterprise D 365 implementation Dominic Berg, Acting Deputy Commissioner, Business Solutions Delivery Dept of Information Technology and Telecommunications, City of New York James Young, Partner, MSFT Public Service Practice Area Lead, IBM

Content Functional Domain Concept of Operations Business Unit Allocation NYC 311 Integrations Content Success Factors Lessons Learned Cloud Documentation Lift and Shift User Enablement Stakeholder Management DOC ID / Microsoft Ignite / Oct 22, 2019 / © 2019 IBM Corporation 4

NYC 311 Dynamics 365 for Customer Service Management • • Over 300 Call Center Agents per shifts (total ~ 1000 agents) Over 3600 Business Units/Divisions across 240 Agencies Over 14, 000 Sites (Parks, Hospitals, etc. ) and 40, 000 Assets (Meters, Taxi Licenses, etc. ) Over 18, 000 Service Request “Types” (Complaints about Noise, Dead Animal, Heat/Hot Water, etc. ) Dynamics 365 Portal for customer engagement Custom Adapter for Avaya and USD to enable Computer Telephony Integration Full Content Management authoring and versioning including rich text /html, Custom Calendars, and Broadcast Public API to enable multi channel Service request submission, inquiry, and Content delivery Custom Business Continuity Application to extend high availability for Content and Service Request submission Integration with Integrated agencies and Oracle Data Warehouse for Open data Text message using Amazon SNS and email using MS Exchange DOC ID / Microsoft Ignite / Oct 22, 2019 / © 2019 IBM Corporation 5

NYC 311 System Administrator Business Administrator Agency Users Call Center Users Computer Telephony Content Manager Citizen/Customer Amazon Web Services SNS Push Notifications USD Application dlls Redshift Data Store Avaya CCT Server Services MSMQ BLOB Integrated Agencies SQL DB API Gateway DOT NYPD DOHMH DOB DSNY DPR DCA DEP HPD Share. Point Exchang e Service BUS SSIS Logic APP Power BI Portal Mobile App Mc. Afee Virus Scan CAPTCHA CRM Microsoft Cloud Services SAAS, PAAS, IAAS NYC. ID Mc. Afee Virus Scan Oracle Data warehouse DOC ID / Microsoft Ignite / Oct 22, 2019 / © 2019 IBM Corporation 6

NYC 311 CRM Functional Domains Content Management Service Activity Broadcast Calendar Content Manager Citizen/Customer Service Request Case CCR Skills Contact Section Organization Knowledge Article 311 Portal NYC. gov Portal Agency Processing Business Data Management Contact Organization Case CCR Skills Agency Users Correspondence Service Activity Call Center Users Dynamics CRM Service Request Site Business Administrator Asset Agency/Division DOC ID / Microsoft Ignite / Oct 22, 2019 / © 2019 IBM Corporation 7

NYC 311 Business Unit Hierarchy CRM Business Unit hierarchy is used to set up “units” that make up NYC 311 as an organization. NYC 311 Service Organization Agency 1 Agency 2 Division 1 Division 2 Agency 3 Agency 4 Division 3 DOC ID / Microsoft Ignite / Oct 22, 2019 / © 2019 IBM Corporation 8

311 CRM Integrations Customer CC Agent Resolution API CALLS Resolution Actions SSIS Oracle Data Warehouse AWS Migration Agent AWS Redshift DOC ID / Microsoft Ignite / Oct 22, 2019 / © 2019 IBM Corporation 9

Lessons Learned Prototypes increase understanding Plan to change your project plan Identify re-usable components for utilization across multiple channels Involve the customer IT team for design and development phase Engage the Agency early and provide them hands-on for Core business users Detect and rectify desktop related issues for Service center agents prior to UAT Plan for multiple test cycles Commit the support team resources in order to engage them early as per the transition plan for smoother transition for post production support Baseline the customization to plan and execute Performance benchmarking DOC ID / Microsoft Ignite / Oct 22, 2019 / © 2019 IBM Corporation 10

Azure Government vs. Global Azure Government Ø Provides a physical and network-isolated instance of Microsoft Azure Ø Provides a public instance of Microsoft Azure which can be accessed by general public Ø Provides screened U. S. citizens and policies to help protect customer data and applications Ø No specific facility available in global Azure Ø Stores data within the United States Ø Stores data across the world as per the customer requirement Ø Offers continuous commitment to meet rigorous compliance demands (i. e. Fed. RAMP, CJIS, and HIPAA) of a government-community cloud Ø Provides generic compliance demands as general public requirement Ø Provides rich infrastructure, storage, and identity management capabilities delivered through cloud, onpremises, and hybrid solutions Ø Delivers integrated, familiar experiences with Office 365 for Government in the cloud DOC ID / Microsoft Ignite / Oct 22, 2019 / © 2019 IBM Corporation 11

Stakeholder Management Project's success is dependent upon a number of criteria, one of which is stakeholder management. Ø Main processes include • Identifying stakeholders • Planning stakeholder management • Managing stakeholder engagement • Controlling stakeholder engagement Ø Identify all people or organizations affected by a project, to analyze stakeholder expectations and effectively engage them Ø Participation in kick-off meetings Ø Engagement activities and deliverables throughout the project Ø Stakeholders As Key Project Team Members Be Ready to Pivot Best Practice Be Clear from the start Explain the consequences Have a contingency plan Avoid Surprises DOC ID / Microsoft Ignite / Oct 22, 2019 / © 2019 IBM Corporation Take a stand 12

User Enablement Communications & Engagement Communicate frequently with impacted end users Ø Awareness Campaigns Ø Change Champs Surveys & Pulse Checking Ø Receive feedback from Change champ Ø Obtain pulse checking from the Integration points Ø Get the survey results from the end users Ø Go Live messages Ø Training communications Training Action Planning Ø Documentation: Training Development status Ø Project Plan: Budget time and resource for KT Ø Instructor Preparedness: Ø Environment: Keep up to date the training instance and systems and tools ready Ø Pilot Training: Ø End-User Training: if available Ø Service Desk Training: Loop in early, create scripts, establish process DOC ID / Microsoft Ignite / Oct 22, 2019 / © 2019 IBM Corporation 13

Lift and Shift Our lift and shift model involved reimplementing the existing applications or services to Azure-based services. Lift & Shift is a misnomer when you are reimplementing Ø The lift and shift with reimplementing approach requires application-level changes Ø Security and compliance management in a lift and shift cloud migration is relatively simple as you can translate the requirements to controls that should be implemented against compute, storage, and network resources. Ø The lift and shift with reimplementation may use different architecture constructs after the migration to the cloud takes place. That means there may be significant changes required in terms of the business processes associated with the application as well as monitoring and management interfaces. Or significant pain to not require any changes on the downstream application’s side. DOC ID / Microsoft Ignite / Oct 22, 2019 / © 2019 IBM Corporation 14

Documentation Agile favors action in favor of documentation, but on large enterprise programs, documentation is needed for knowledge transfer and for new people to get up to speed. 2 Strong documentation is key for a large enterprise programs. 3 User Guide Design (high and low) 1 Customer Experience DOC ID / Microsoft Ignite / Oct 22, 2019 / © 2019 IBM Corporation 4 Simulations for user training 5 Application Information Documentation 15

Success Factors How to obtain the most support from your SI and Saa. S

Thank You 17 DOC ID / Microsoft Ignite / Oct 22, 2019 / ©

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