2020 Census 31. Decennial Service Center Operation (DSC)10 Perform DSC Planning and Preparation Activities 2020 Census 31. Decennial Service Center Operation (DSC) BPM 04272018.vsd

2020 Census 31. Decennial Service Center Operation (DSC) BPM 04272018.vsd Page 1 of 6Cover

2020 Census 31. Decennial Service Center Operation (DSC)Version: 2.6

Revision Date: 4/27/2017

Table of Contents

Reading and Understanding the ModelLegend. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Business Process Model Context Model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .310. Perform DSC Planning and Preparation Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 420. Provide Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

50. Closeout DSC Operation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Facilitation & Analysis: Lena Oleynikova, Alex Fischoff

Model Preparation: Lysa Gorgen, Khalid Spotwood

Subject Matter Experts: Renae Wallace

Major Revision Change History

Date Page sDescription Author Version #

BusinessProcess

Modeling &Analysis Toolkit

BusinessProcess

Modeling &Analysis Toolkit

10/11/2015 Updated to reflect changes from Lockup Elina Green 2.1 All

04/12/2016 Modified to include QC updates Elina Green 2.2 All 03/14/2017 Modified per IPT team Lysa Gorgen, 2.3 All

Khalid Spotwood

06/21/2017 Modified per IPT team Lysa Gorgen, 2.4 All Khalid Spotwood

11/07/2017 Modified per IPT team Lysa Gorgen, 2.5 All Khalid Spotwood

04/27/2017 Modified per executive review DSC IPT 2.6 Pg. 4

1010

Determine

Universe for

Mailing

10

Determine

Universe for

Mailing

2020

Identify

Respondents

20

Identify

Respondents

3030

Write Specs

for Mailout

30

Write Specs

for Mailout

Electronic?30.05

4040

Process

Postcards

40

Process

Postcards

5050

Prepare Paper

Surveys and

Envelopes for

Mail

50

Prepare Paper

Surveys and

Envelopes for

Mail

6060

Go Live with

Online Survey

60

Go Live with

Online Survey

7070

Label & Mail

all Survey-

Related

Information

70

Label & Mail

all Survey-

Related

Information

Follow-UpRequired?

70.05

8080

Update Status

Nightly

80

Update Status

Nightly

Yes

No

Yes

No

Final Universe

Mailout File

MailoutSpecs

9090

Conduct

Follow-Up

90

Conduct

Follow-Up

2020 Census 31. Decennial Service Center Operation (DSC) BPM 04272018.vsd Page 2 of 6Legend

Bu sin essPro cess

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Bu sin essPro cess

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Reading and Understanding the ModelExample Activity Model

BPM Purpose

▪ Describe Census Operations business processes – activities, resources and key milestones

▪ Provide the details necessary for non-subject matter experts to understand the business process

▪ Contribute to the requirements development process

▪ Facilitate the linkage of business processes to IT capabilities

▪ Capture Operations inputs and outputs

Reading and Understanding the ModelExample Activity Model

BPM Purpose

▪ Describe Census Operations business processes – activities, resources and key milestones

▪ Provide the details necessary for non-subject matter experts to understand the business process

▪ Contribute to the requirements development process

▪ Facilitate the linkage of business processes to IT capabilities

▪ Capture Operations inputs and outputs

Start

Oct 31

End

Data Object – Output This

represents any out-going data

(e.g., files, data, etc.) from the

activity.

Activity – This represents

the atomic level of an

activity in the process

model.

Sequence Flow – This

represents the direction

of the process flow.

Data Object – Input This

represents any in-coming

data (e.g., files, data,

etc.) to the activity.

Gateway – Exclusive decision

gateway This represents that the

process must go one way or the

other but not both at once.

Intermediate Timed Event – This

represents an event that waits for the

specified timeframe to occur before

proceeding to the next activity.

Gateway – Parallel split gateway

This represents the start of

activities that happen in parallel.

Gateway – Parallel merge

gateway This represents the end of

activities that happen in parallel. All

incoming flows must complete

before triggering the outgoing flow.

Sub Process – This

represents a further

detailing process model.

The details about this

activity appear on

another page.

2020 Census 31. Decennial Service Center Operation (DSC)Purpose: To provide an integrated service center that will provide technical support for Decennial Operations employees (not applicants or

respondents) and Decennial specific applications.

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2020 Census 31. Decennial Service Center Operation (DSC) BPM 04272018.vsdContext Model 2020 Census 31. Decennial Service Center Operation (DSC) BPM 04272018.vsd Page 3 of 6

1010

Perform DSC Planning and Preparation

Activities

10

Perform DSC Planning and Preparation

Activities

2020

Provide Technical Support

20

Provide Technical Support

5050

Closeout DSC Operation

50

Closeout DSC Operation

31-1 31-4

31-2

3030

Report on Requests for

Service

30

Report on Requests for

Service

Start

4040

Perform Oversight, Monitoring

and Reporting

40

Perform Oversight, Monitoring

and Reporting

31-3 Manage Support Services

31-3.1

31-3.2

End

ITSM contains information to support paradata needs.Includes trend lines for reporting.

Handle Ad Hoc requests for

reports

10 Perform DSC Planning and Preparation ActivitiesPurpose: To perform planning and preparation activities needed to stand up the Decennial Service Center.

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10.1010.10

Gather Operational

Requirements

10.10

Gather Operational

Requirements

10.6010.60

Prepare for and Conduct

Training

10.60

Prepare for and Conduct

Training

10.3010.30

Acquire Staff

10.30

Acquire Staff

InputRequirements

OutputRequirements 10.2010.20

Define Capability

Requirements for Systems Supporting

DSC

10.20

Define Capability

Requirements for Systems Supporting

DSC

10.5010.50

Set Up Service Center

(Performed by Contractor)

10.50

Set Up Service Center

(Performed by Contractor)

31-1 Perform DSC Planning and Preparation Activities

31-1.1

31-1.2

31-1.531-1.6

31-1.4

10.4010.40

Conduct UAT and Approve

Systems Supporting

DSC

10.40

Conduct UAT and Approve

Systems Supporting

DSC

31-1.3

Start End

Prepare initial knowledge base and training on the various devices, systems

and processes.

IT Service Management System (ITSM)Call Management System

Create workflows, templates, KBAsDefine interface requirements

Coordinate with Field, IT and Logistics on Operational

Requirements:# of customers needing

support and estimated staffing needs; field staff hiring

schedule, online and classroom training schedules,

office opening/closing schedule (part of Program

schedule), field and office IT configuration information, and

decennial-specific system/application list.

20 Provide Technical SupportPurpose: To provide technical support for service requests and incidents from the receipt of request to resolution of request.

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20 Provide Technical Support 2020 Census 31. Decennial Service Center Operation (DSC) BPM 04272018.vsd Page 5 of 6

20.1020.10

Receive Request

20.10

Receive Request

Yes

No

20.2020.20

Open New Ticket

20.20

Open New Ticket

Existing Ticket?

20.3020.30

Update Ticket

20.30

Update Ticket

Yes

20.6020.60

Send to Escalation

Team

20.60

Send to Escalation

Team

No

20.5020.50

Resolve Ticket

20.50

Resolve Ticket

20.4020.40

Diagnose Issue

20.40

Diagnose Issue

Service

Incident

Able to Resolve?

Request Type?

20.7020.70Provide Outcome

Notification to Requester

20.70Provide Outcome

Notification to Requester

31-2 Provide Technical Support

20.8020.80Handle Service Events

and Process Notifications

20.80Handle Service Events

and Process Notifications

Incident/Outage Reports

Escalated IT Incident Requests

SPC Events

Service Event Notification to

Users

StartSub-process

31-2.1 Receive Request for Service

31-2.2

31-2.3 Resolve Ticket

31-2.4 EndSub-process

Requests can be in English or Spanish and can be received via ITSM or Phone

Update knowledgebase based on the results

of escalation

Consult knowledgebase to

facilitate responses

User data will be autopopulated from the infrastructure directory

service.

50 Closeout DSC OperationPurpose: To perform all activities associated with the closing of the DSC operation.

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50.1050.10

CaptureLessons Learned

50.10

CaptureLessons Learned

50.2050.20

CreateFinal

Report

50.20

CreateFinal

Report

50.3050.30

DSCCensusPhaseOut

50.30

DSCCensusPhaseOut

31-4 Closeout DSC Operation

Start End

Operational record will be retained at the end of closeout