Prepared by the Virginia Department of Criminal Justice Services PTCC 2.6.16 …the future of case...

Prepared by the Virginia Department of Criminal Justice Services

PTCC 2.6.16…the future of case

management

DCJS presents:


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


Current PTCC Projects

• VPN conversion• PTCC v2.7 & 3.0• PTCC Training

– New staff– Super-users


VPN Conversion

ISDNISDN

ISDN ISDN

ISDN

ISDN ISDN

ISDN

DCJSRichmond, VA

WAN Diagram - PTCC


VPN Conversion

VPN

WAN Diagram – Virginia PTCC


VPN Conversion

• Benefits of VPN– Reduced cost– Increased speed & reliability– 24X7 up time– Allows for enhancement possibilities


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:


Overview of PTCC v2.6.16

• Open Active Placements Window



• Scheduler



• Schedule Detail



• Contact Violations



• Custom Sort



• Case Notes



• Appointment Calendar Report



• Staff Training Hours Log



• Monthly Service Placements


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


PTCC Support & Ticket Process



Reported to Help Desk

Super-User Review

Problem Identified

Ticket Generated

Problem Resolution



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



Customer Service

Local IT Support

PTCC Super-user

PTCC Users

Support works best when it’s a team effort!


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



• 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



• 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


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

Prepared by the Virginia Department of Criminal Justice Services PTCC 2.6.16 …the future of case...

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