Skip Maine state header navigation
A Publication Featuring The Information Services Technology of Maine State Government
| Volume IV, Issue 10 | October 2001 |
|
|
The PC User Request process for Maine Revenue Services (MRS) has been improved by automated e-mail into Helpdesk's Peregrine system. PC User Requests are ticket requests to the Bureau of Information Services (BIS) Helpdesk to 1) add, change, or delete a mainframe and Network ID and associated permissions, and 2) supply a PC correctly configured for a new user. This process is crucial to MRS' efficiency and security.
A multidisciplinary team from MRS and BIS worked through the month of September to bring an Active Server form online which generates an e-mail request to the Helpdesk. The page was designed by Peter Bossie, MCP (Microsoft Certified Professional) of BIS, with the intent of eliminating the extra work caused by circulating a paper form. The Peregrine software was also tweaked by Sandy Swallow, who works at the Help Desk, to automatically notify everyone involved with this process.
Prior to this change, a paper form would be printed and routed to various people in MRS and BIS. This was necessarily a linear process, and the possibility that the paper might be lost or hung up at someone's desk caused unreliability. With a Web form already designed and the details informally decided beforehand, the team only had to meet twice. The first meeting was to understand how the process was supposed to work, define roles and responsibilities, and agree on a test plan. The second was to review the results and OK the official kickoff date. It all went remarkably quickly and smoothly.
In automating the PC User Request process, MRS joins the Department of Professional and Financial Regulation in the benefits of a Web based paperless form. Initial reaction by everyone has been very positive. We are grateful for the invaluable assistance of the members of the BIS Helpdesk, NT, MIPS and Desktop teams who worked seamlessly with the MRS Technical Section and other Programming Group staff to bring it all about.
Bradford Sprague is a PC Application Support Manager, in the Systems Development Division of Maine Revenue Services. He may be contacted by calling 624-9713 or by e-mailing Bradford.R.Sprague@state.me.us.
