Prepared by the Virginia Department of Criminal Justice Services PTCC 2.6.16 …the future of case management DCJS presents:
Jan 11, 2016
Prepared by the Virginia Department of Criminal Justice Services
PTCC 2.6.16…the future of case
management
DCJS presents:
Prepared by the Virginia Department of Criminal Justice Services
Agenda
1. Current PTCC Projects 1. Current PTCC Projects
4. Role of Super-user 4. Role of Super-user
5. PTCC Support & Ticket Process 5. PTCC Support & Ticket Process
3. Overview of PTCC v2.6.16 3. Overview of PTCC v2.6.16
2. Implementation Plan 2. Implementation Plan
Prepared by the Virginia Department of Criminal Justice Services
Current PTCC Projects
• VPN conversion• PTCC v2.7 & 3.0• PTCC Training
– New staff– Super-users
Prepared by the Virginia Department of Criminal Justice Services
VPN Conversion
ISDNISDN
ISDN ISDN
ISDN
ISDN ISDN
ISDN
DCJSRichmond, VA
WAN Diagram - PTCC
Prepared by the Virginia Department of Criminal Justice Services
VPN Conversion
VPN
WAN Diagram – Virginia PTCC
Prepared by the Virginia Department of Criminal Justice Services
VPN Conversion
• Benefits of VPN– Reduced cost– Increased speed & reliability– 24X7 up time– Allows for enhancement possibilities
Prepared by the Virginia Department of Criminal Justice Services
Implementation PlanPhase 1Phase 1 Phase 2Phase 2 Phase 3Phase 3
Pilot Testing:
Fairfax
Hampton/Newport News
Rappahannock Regional Jail
Training:
New Functionality
Client Install Instructions
Upgrade on Server
Update on Client
Update/Train Staff
Installation:
Prepared by the Virginia Department of Criminal Justice Services
Overview of PTCC v2.6.16
• Open Active Placements Window
Prepared by the Virginia Department of Criminal Justice Services
Overview of PTCC v2.6.16
• Scheduler
Prepared by the Virginia Department of Criminal Justice Services
Overview of PTCC v2.6.16
• Schedule Detail
Prepared by the Virginia Department of Criminal Justice Services
Overview of PTCC v2.6.16
• Contact Violations
Prepared by the Virginia Department of Criminal Justice Services
Overview of PTCC v2.6.16
• Custom Sort
Prepared by the Virginia Department of Criminal Justice Services
Overview of PTCC v2.6.16
• Case Notes
Prepared by the Virginia Department of Criminal Justice Services
Overview of PTCC v2.6.16
• Appointment Calendar Report
Prepared by the Virginia Department of Criminal Justice Services
Overview of PTCC v2.6.16
• Staff Training Hours Log
Prepared by the Virginia Department of Criminal Justice Services
Overview of PTCC v2.6.16
• Monthly Service Placements
Prepared by the Virginia Department of Criminal Justice Services
Role of Super-User• PTCC Application
– Maintain support tables– Staff maintenance
• Setting up new users and managing access accounts
• Update and maintain staff training hours
– Training new staff
Prepared by the Virginia Department of Criminal Justice Services
PTCC Support & Ticket Process
Prepared by the Virginia Department of Criminal Justice Services
PTCC Support & Ticket Process
Reported to Help Desk
Super-User Review
Problem Identified
Ticket Generated
Problem Resolution
Prepared by the Virginia Department of Criminal Justice Services
PTCC Support & Ticket Process
Priority Level
Description
LowThese issues have a work-around to the problem and are often cosmetic or design issues that cause minor inconvenience
Medium
These issues have a work-around to the problem and will only be addressed after all “High” priority tickets have been closed
HighUrgent—site down and must address immediately
Prepared by the Virginia Department of Criminal Justice Services
PTCC Support & Ticket Process
Customer Service
Local IT Support
PTCC Super-user
PTCC Users
Support works best when it’s a team effort!
Prepared by the Virginia Department of Criminal Justice Services
Roles and Responsibilities
• PTCC Help Desk will be responsible for:– supporting the PTCC software application– logging all incidents, assigning a tracking number,
and notifying the end-user of the incident number– initial troubleshooting of incoming incidents (if
possible)– identifying and transferring any incidents to the
appropriate group– ensuring that a satisfactory resolution has been met– owning all incidents within the scope of support
Prepared by the Virginia Department of Criminal Justice Services
Roles and Responsibilities
• Super-user will:– Provide first level support for local users– Attempt to isolate problems and identify
those that are eligible for support– Work with their local IT organization to
resolve technical issues– Serve as the point of contact for site issues
with the PTCC Help Desk– Train new staff to use PTCC– Ensure backup procedures are successful
Prepared by the Virginia Department of Criminal Justice Services
Roles and Responsibilities
• Local IT Support Staff– The support received by local IT will vary in scope of
support responsibility based upon each program’s needs and service level agreements. Anything outside the scope of support provided by the PTCC Help Desk should be provided locally
– Desktop and network support should be provided by local IT support staff
Prepared by the Virginia Department of Criminal Justice Services
PTCC Help Desk Contact Info
• Send errors and suggestions to PTCC Help Desk via e-mail: [email protected]
• Call the PTCC Help Desk at 866-311-1452