ADMINISTRATIVE NOTES Newsletter of the Federal Depository Library Program Vol. 18, no. 08 GP 3.16/3-2:18/08 May 15, 1997 Sales Program Update Remarks by Joyce Parsons Program Analyst Superintendent of Documents Sales Program U.S. Government Printing Office Depository Library Council Federal Depository Conference Monday, April 14, 1997 Arlington, VA Background Good morning. My name is Joyce Parsons. I'm a Program Analyst for the Superintendent of Documents Sales Program. In the few minutes I have to speak with you this morning before your lunch break, I'd like to tell you about a major change underway in the Sales Program. We are getting ready to launch a new Integrated Processing System (IPS) which will completely change how we do business. We expect the new system to go live in September 1997 and preparation is underway now to make the implementation a success. What I'd like to do this morning is give you a brief overview of how we are planning to use this state-of-the-art technology to provide world-class customer service. First, a little background on the new system... * The Government Printing Office awarded a contract to Northrop Grumman corporation on December 11, 1996 to develop and implement a new integrated processing system for the Superintendent of Documents by October, 1997. * The system, which we've dubbed "IPS," consists of a central database and modified, off-the-shelf software. IPS will replace 20 outdated processing systems currently in use by the Sales Program and put in place a state-of-the-art, customer-oriented business system. * In conjunction with reengineering its business systems through IPS, the Sales Program is also reorganizing Sales Program operations and redefining personnel functions to create a service organization on par with the best in business. * And our service goals will truly put our new customer service vision to the test: our goal is to process all orders, inquiries, and complaints within 24 hours of receipt in our Customer Service Center. Key Benefits of the Integrated Processing System We've set our sights high. Here are some of the state-of-the art features of the new IPS system which will help us get there: * One central database Unlike our current systems, the IPS system processes all transactions via one central database. The result is faster order processing and real-time access to all customer, inventory, warehouse, and financial information. * Streamlined order processing IPS will also streamline order processing. As I mentioned earlier, our goal is to give our customers a service commitment comparable to the best in business -- order processing within 24 hours. Here are some ways IPS will help us reach this goal: Unlike our current systems which process orders in batch at night, IPS has real-time transactions which release stock immediately for order fulfillment. IPS also supports electronic data transfer to interface with remote order processing facilities. IPS even supports remote order entry by high-volume customers. Special software will allow selected book dealers to enter orders directly into the IPS order processing system from remote locations. The benefits of remote order entry include reduced order processing costs, less paperwork, fewer service complaints, and faster processing times for our high- volume customers. * Scanning and imaging technology Another state-of-the art feature of IPS is scanning and imaging technology. With IPS, we will no longer need to pass paper from desk to desk; instead, we'll be able to send scanned images of customer correspondence from computer to computer. The benefits of scanning and imaging technology are significant -- reduction of paperwork, improved management of work flow, faster processing times, and, most importantly, enhanced customer satisfaction. * Improved research tools Another way IPS will help us enhance customer satisfaction is through improved research tools: In our current system environment, customer information must be entered into several processing systems. With IPS, customer information will be entered once into a unique customer record. All subsequent transactions--whether orders, refunds, or invoices--will be attached to the customer's central data record, making research faster and easier. Also, using the imaging technology I mentioned a few moments ago, our service agents will be able to view archived images of customer correspondence to perform research. And, finally, IPS will give us order tracking capability. Using IPS, our service agents will be able to locate a customer order throughout the order fulfillment process to resolve customer concerns quickly and accurately. * Inventory management and forecasting tools In addition to the service benefits I've just mentioned, IPS will also provide a comprehensive set of inventory management tools, including forecasting, demand modeling, trend analysis, and seasonal indices. These tools will help our inventory specialists identify how much stock we need to buy to meet customer demand. * State-of-the-art warehouse management technology IPS will also give us state-of-the-art warehouse management technology. First, IPS will help us improve space utilization through system- assigned stock put-away locations as inventory enters the warehouse. Second, warehouse employees will receive stock picking locations via hand-held radio frequency devices and pick the stock by scanning a barcode, much like we see every day in our local grocery store. And third, IPS will even prioritize stock picking locations to maximize warehouse efficiency. Again, this cutting edge technology will reduce paperwork and speed order processing times. * Enhanced marketing opportunities A final feature of the IPS system I'd like to highlight is enhanced marketing opportunities. IPS customer profiles will enable targeted promotions based on customer order histories and the ability to track the effectiveness of promotions. Marketing surveys to segments of our customer database will also help us stay aware of our customers' changing Federal information needs. Reorganization of Operations and Redefining Personnel Functions As I mentioned at the beginning of my remarks, our vision to provide world-class customer service goes beyond reengineering our business systems. In conjunction with the implementation of IPS, the Sales Program is launching a comprehensive reorganization effort to streamline organizational structures and redefine personnel functions. * First, we're developing new position descriptions for our customer service personnel which will foster a more flexible and service- oriented work force. As with leaders in the service industry, our customer support representatives will be able to handle any customer request efficiently and effectively. Another benefit of these flexible staffing functions is that we will be able to increase phone coverage during periods of peak demand. Using new work flow management tools provided in the IPS system, our system managers will be able to increase staffing for the Sales Program Call Center without an overall increase in staffing. * In addition to new position descriptions, another critical component of our reorganization effort is a comprehensive training curriculum for Sales Program employees. The training will focus on communication, computer, customer service, and teamwork skills. Where Do We Go From Here Now, you may be wondering how IPS will affect Sales Program interfaces with depository library systems and work functions. During the first year of implementation, the focus of IPS will be on the Sales Program, and other areas will be phased in over time. In a year, we expect to begin evaluation of the possible replacement of existing legacy systems in Library Programs Service and other areas. For this first year, the IPS system will interface with current LPS systems while we get the Sales applications of IPS up and running. So, where do we go from here? Work is already underway to prepare for the implementation of IPS. Over twenty project teams are working on a variety of tasks, from data conversion to redesigning our work space, to help make IPS a success. We'll keep you informed about our progress in the coming year and, hopefully, by next year's conference we'll be able to share with you how the IPS system is working to improve service to our customers. Thank you.