eProcurement Scotland Service Management
The eProcurement Scotland (ePS) has a dedicated Service Management Team. The role of the team is to ensure the continued and effective delivery of the ePS service to participating organisations and customers. Specific areas covered by the team are Change Management, Performance Management, Integration and Business Continuity.
Change Management:
A Change Management process has been introduced which monitors requests from participating organisations to change existing functionality/ cosmetics or add new functionality to the IT applications provided as part of the ePS service. Such requests are logged with the Service Management Team, they then follow a formal Quality Assurance route and the progress of the request is monitored until conclusion.
Performance Management:
The performance of the ePS service provider i.e. Capgemini is managed and monitored by the team. Regular meetings are held to review the overall progress of the programme as well as providing an opportunity to review individual issues and the performance of the service provider.
Integration:
Many participating organisations have a requirement to integrate PECOS with their back-office systems, in particular their finance system. The Service Management Team can provide advice/ guidance on integration issues.
Business Continuity:
Ensuring the continued availability of the ePS service is a prime objective of the Team. Business Continuity Plans are prepared and tested to ensure the ePS service is (a) secure, (b) suitably backed up, and (c) disaster recovery plans are in place for the service providers.
Participating organisations who have registered to use the customer only area can access a variety of forms which can be used to submit issues or raise requests for change. Registered users can view a list of recorded issues or changes and monitor their progress.
The customer only area also contains documentation such as PECOS user documentation, Release Notes and Help Desk Service agreements.