Technology Essentials
A user's keyboard is broken. To give a replacement we ask them to sign a form and ask Finance to bill the client.
False.
AAHPM reports a bug on their PEBA site. We estimate the time, assign a promised date and complete the ticket. We code the time to the billable time code for AAHPM.
False. Bug fixes are not billable to clients.
The Innovation Analyst should be involved in every ticket for a client.
False. Bring them only as needed esply when something is hazy.
A user wants a third monitor. We can service this request as long as the client is willing to pay.
False. A business case is needed and this request will be approved on a case by case basis. If approved this will be billed to the client.
HOPA requests a new report. We assign a promised date, deliver it and then code it to the billable project code for HOPA.
Yes, But we first get the client to OK the cost.
A ticket has come-in from NANN. The requirements are not clear. After initial conversation it is still not clear and seems larger than a ticket. Pull the assigned IA for further spec's.
True.
PRD request 3 new licenses for EXPOCAD. We ask them to sign a form and ask Finance to invoice PRD.
False. ExpoCAD & other software are part of running the business.
ASBH wants to bolt on online donations. We calculate total cost as follows: Cost of the module + Cost of implementation + Maintenance every year and provide a quote.
False. Cost of the module & maintenance are already part of the Assn. Technology calculations. Labor to implement is not.
A client chose not to pay for Innovation Hours and now want a new project executed. It takes about 30 hrs to finalize project scope, charter etc. and then the client does not want to move forward with the project. The 30 hrs are not recoverable and its AMC's loss.
True...unless we told them that the discovery time is billable.
A client team wants to use SKYPE for business for conference calls. We give them the licenses and bill them for it immediately.
False. We true up next year.
AANN wants to enhance their Digital Ignite Integration. We quote time & materials along with a maintenance fee to ensure upgrades can be covered
True. Enhancements are billable.
People claim that the New Cost Model has raised the IT line item in their budget and are angry. You shrug and move on.
No. Let them know that the model has moved IT costs from other buckets previously into one line item and so is expected to be higher. If they have further questions, ask them to talk to their assigned IA/IT Sr Mgt.
IT wants to buy new software for $50,000. This is for AMC and does not impact client budget.
False. AMC revenue comes from our clients. As our costs to serve our clients go up so does our client fees.
GDPR service pack needs to be rolled out for each client. We calculate the cost of each client and bill it directly to the client.
False. Compliance projects are AMC level initiatives.
ASBH wants to create a new notification that not many other clients are interested in. We tell them that they have to move to bucket C.
False. Notifications are hours based work.