ODE Team Program-Wide Support

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Summary:  

This page is intended to provide the detailed process and procedures for how the legacy ODE Team will continue to support, going forward starting 01 Jun 2018, the ODE Program and its various Stakeholders.

Requests for support will be handled by the legacy ODE Team on a case-by-case/on-demand basis similar to the Tiered Support structure of a help desk system. All requests for support should be sent to ODE_Support@bah.com which will be sent to the Legacy ODE Team Members. In addition, please CC:  ariel.gold@dot.gov and Kristin.Tufte@dot.gov.

Cadence: 

The legacy ODE Team will operate in Monthly Sprint Cadences beginning with the first day of the month and ending on the last day of the month. All requests for support will be entered into & managed within Jira and each request will be properly aligned to a Sprint.

Tracking Support Requests from ODE Stakeholders:

Each Sprint (Monthly), a single User-Story will be added to the Sprint (see User-Story Format below). 

Each Approved Request for Support from ODE Stakeholders will be added as a sub-task to the User-Story. Each sub-task will be written using the following format:

Sub-Tasks will be estimated in hours and total hours worked will be recorded for each Sub-Task. The aggregate of all sub-tasks will summarize the work completed each Sprint along with actual hours worked.

The Request Process: 

1. Email Your Request to:   ODE_Support@bah.com, Ariel.Gold@dot.gov, and Kristin.Tufte@dot.gov
   1. The Legacy ODE Team will initially respond to requests received between 4-8 Business - acknowledging receipt.
   2. Requests deemed serviceable by the Team will be entered into Jira using the format specified below.
      
      
2. Initial Analysis by the Legacy ODE Team will to determine if the request is serviceable by the Team and to estimate, in hours, the level of effort to service the request
   1. Initial Analysis will be timeboxed to 30 minutes
      
      
3. Any Request with a completion estimation of greater than 1 1/2 hours will be sent to Ariel Gold and Kristin Tufte (Unlicensed) to approve the work prior to servicing the request - else the work will be performed.
   
   1. Once approval is given for requests estimated to be greater than 1 1/2 hours, the work will be performed.
   2. Initial turnaround time for servicing and completing requests will be between 24 to 72 hours. If additional time is needed, all relevant stakeholders will be contacted and updated with estimated time to completion.
   3. Any Change in the status of the Request will be captured in Jira and to the appropriate ODE Stakeholders.
      
      
4. Upon completion of a request, the actual time (in hours) will be recorded in each sub-task.

Links: 

Send Requests To: 

User-Story Format