<html xmlns:v="urn:schemas-microsoft-com:vml" xmlns:o="urn:schemas-microsoft-com:office:office" xmlns:w="urn:schemas-microsoft-com:office:word" xmlns:x="urn:schemas-microsoft-com:office:excel" xmlns:m="http://schemas.microsoft.com/office/2004/12/omml" xmlns="http://www.w3.org/TR/REC-html40">
<head>
<meta http-equiv="Content-Type" content="text/html; charset=us-ascii">
<meta name="Generator" content="Microsoft Word 15 (filtered medium)">
<!--[if !mso]><style>v\:* {behavior:url(#default#VML);}
o\:* {behavior:url(#default#VML);}
w\:* {behavior:url(#default#VML);}
.shape {behavior:url(#default#VML);}
</style><![endif]--><style><!--
/* Font Definitions */
@font-face
{font-family:"Cambria Math";
panose-1:2 4 5 3 5 4 6 3 2 4;}
@font-face
{font-family:Calibri;
panose-1:2 15 5 2 2 2 4 3 2 4;}
/* Style Definitions */
p.MsoNormal, li.MsoNormal, div.MsoNormal
{margin:0in;
margin-bottom:.0001pt;
font-size:11.0pt;
font-family:"Calibri",sans-serif;}
a:link, span.MsoHyperlink
{mso-style-priority:99;
color:#0563C1;
text-decoration:underline;}
a:visited, span.MsoHyperlinkFollowed
{mso-style-priority:99;
color:#954F72;
text-decoration:underline;}
p.MsoListParagraph, li.MsoListParagraph, div.MsoListParagraph
{mso-style-priority:34;
margin-top:0in;
margin-right:0in;
margin-bottom:0in;
margin-left:.5in;
margin-bottom:.0001pt;
font-size:11.0pt;
font-family:"Calibri",sans-serif;}
span.EmailStyle17
{mso-style-type:personal-compose;
font-family:"Calibri",sans-serif;
color:windowtext;}
.MsoChpDefault
{mso-style-type:export-only;
font-family:"Calibri",sans-serif;}
@page WordSection1
{size:8.5in 11.0in;
margin:1.0in 1.0in 1.0in 1.0in;}
div.WordSection1
{page:WordSection1;}
/* List Definitions */
@list l0
{mso-list-id:162015589;
mso-list-type:hybrid;
mso-list-template-ids:-1859486540 67698703 67698713 67698715 67698703 67698713 67698715 67698703 67698713 67698715;}
@list l0:level1
{mso-level-tab-stop:none;
mso-level-number-position:left;
text-indent:-.25in;}
@list l0:level2
{mso-level-number-format:alpha-lower;
mso-level-tab-stop:none;
mso-level-number-position:left;
text-indent:-.25in;}
@list l0:level3
{mso-level-number-format:roman-lower;
mso-level-tab-stop:none;
mso-level-number-position:right;
text-indent:-9.0pt;}
@list l0:level4
{mso-level-tab-stop:none;
mso-level-number-position:left;
text-indent:-.25in;}
@list l0:level5
{mso-level-number-format:alpha-lower;
mso-level-tab-stop:none;
mso-level-number-position:left;
text-indent:-.25in;}
@list l0:level6
{mso-level-number-format:roman-lower;
mso-level-tab-stop:none;
mso-level-number-position:right;
text-indent:-9.0pt;}
@list l0:level7
{mso-level-tab-stop:none;
mso-level-number-position:left;
text-indent:-.25in;}
@list l0:level8
{mso-level-number-format:alpha-lower;
mso-level-tab-stop:none;
mso-level-number-position:left;
text-indent:-.25in;}
@list l0:level9
{mso-level-number-format:roman-lower;
mso-level-tab-stop:none;
mso-level-number-position:right;
text-indent:-9.0pt;}
@list l1
{mso-list-id:1389568796;
mso-list-type:hybrid;
mso-list-template-ids:-1360876474 1924150288 67698713 67698715 67698703 67698713 67698715 67698703 67698713 67698715;}
@list l1:level1
{mso-level-text:"%1\.\)";
mso-level-tab-stop:none;
mso-level-number-position:left;
text-indent:-.25in;}
@list l1:level2
{mso-level-number-format:alpha-lower;
mso-level-tab-stop:none;
mso-level-number-position:left;
text-indent:-.25in;}
@list l1:level3
{mso-level-number-format:roman-lower;
mso-level-tab-stop:none;
mso-level-number-position:right;
text-indent:-9.0pt;}
@list l1:level4
{mso-level-tab-stop:none;
mso-level-number-position:left;
text-indent:-.25in;}
@list l1:level5
{mso-level-number-format:alpha-lower;
mso-level-tab-stop:none;
mso-level-number-position:left;
text-indent:-.25in;}
@list l1:level6
{mso-level-number-format:roman-lower;
mso-level-tab-stop:none;
mso-level-number-position:right;
text-indent:-9.0pt;}
@list l1:level7
{mso-level-tab-stop:none;
mso-level-number-position:left;
text-indent:-.25in;}
@list l1:level8
{mso-level-number-format:alpha-lower;
mso-level-tab-stop:none;
mso-level-number-position:left;
text-indent:-.25in;}
@list l1:level9
{mso-level-number-format:roman-lower;
mso-level-tab-stop:none;
mso-level-number-position:right;
text-indent:-9.0pt;}
ol
{margin-bottom:0in;}
ul
{margin-bottom:0in;}
--></style><!--[if gte mso 9]><xml>
<o:shapedefaults v:ext="edit" spidmax="1026" />
</xml><![endif]--><!--[if gte mso 9]><xml>
<o:shapelayout v:ext="edit">
<o:idmap v:ext="edit" data="1" />
</o:shapelayout></xml><![endif]-->
</head>
<body lang="EN-US" link="#0563C1" vlink="#954F72">
<div class="WordSection1">
<p class="MsoNormal" style="margin-bottom:8.0pt;line-height:105%">Team, <o:p></o:p></p>
<p class="MsoNormal" style="margin-bottom:8.0pt;line-height:105%">I’m very happy to report that it’s been one full year since the deployment of the Operational Support Tracker and Ticketing System, or “<a href="https://arizonace.quickbase.com/db/bmipv6buc?a=nwr&nexturl=%2Fdb%2Fbmipv6bik%3Fa%3Dshowpage%26pageid%3D14"><span style="color:#0563C1">Support
Tracker</span></a>.” The first request was received by the Operations Team on February 28<sup>th</sup>, 2018 and it’s been steady going since.
<o:p></o:p></p>
<p class="MsoNormal" style="margin-bottom:8.0pt;line-height:105%">To refresh everyone’s memory, the system was created in efforts to:
<o:p></o:p></p>
<ol style="margin-top:0in" start="1" type="1">
<li class="MsoListParagraph" style="margin-bottom:8.0pt;margin-left:0in;line-height:105%;mso-list:l1 level1 lfo2">
streamline operation of our online work with the launch of the new web site, <o:p>
</o:p></li><li class="MsoListParagraph" style="margin-bottom:8.0pt;margin-left:0in;line-height:105%;mso-list:l1 level1 lfo2">
provide a case-driven platform for the higher-touch IT issues around the state, <o:p>
</o:p></li><li class="MsoListParagraph" style="margin-bottom:8.0pt;margin-left:0in;line-height:105%;mso-list:l1 level1 lfo2">
demonstrate the workload and volume being handled by members of the Operations Team, and
<o:p></o:p></li><li class="MsoListParagraph" style="margin-bottom:8.0pt;margin-left:0in;line-height:105%;mso-list:l1 level1 lfo2">
make it easy to get support to Cooperative Extension personnel across the state.<o:p></o:p></li></ol>
<p class="MsoNormal" style="margin-bottom:8.0pt;line-height:105%">To date, we have successfully fielded and fulfilled
<b><span style="color:#C00000">468</span></b> submitted cases. The number alone does not tell the full story. By streamlining the work we’re doing, we’re able to stay ahead of trending issues and be proactive about resolving them before they’re submitted.
We’re able to coach requestors and upskill them to enable more self-servicing options. This means that we’re able to free up time to focus on improvement and enhancement of other processes because the system allows for efficiency, data collection, constant
communication, and superior customer/client service.<o:p></o:p></p>
<p class="MsoNormal" style="margin-bottom:8.0pt;line-height:105%">But my ultimate favorite feature is that we don’t operate out of our Outlook Inbox or voicemail as much, but rather through the database. This results in not as many “lost e-mails” or communication
breakdowns. Less <i>phone tag</i> and out-of-office replies holding up progress. Our focus is a quality end-to-end experience for the user so they can get back to doing what they do for their counties and their programs.<o:p></o:p></p>
<p class="MsoNormal" style="margin-bottom:8.0pt;line-height:105%">Going back to the numbers, there’s still a large percentage of Extension personnel who don’t utilize the tool or are not familiar with the tool. And that’s ok – we’re still available to assist
anyone in need of operational support. We will continue to do so while marketing the tool. But we’re also focused on growth and establishing the platform to facilitate growth. And you will see some new initiatives to address how we interact with our online
clients and other stakeholders soon.<o:p></o:p></p>
<p class="MsoNormal">More to come on all of this, but we wanted to invite you to share in our operational achievement of our one-year anniversary of the Support Tracker! If you’d like more information on the tool, please reach out to me directly – or try it
out yourself! And I’d especially like to call out the team members doing the real work:
<b>Kelly Arizmendi</b>, <b>Andy Medina</b>, <b>Gloria Blumanhourst</b>, and <b>Sandra Saad</b>!<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Thank you,<o:p></o:p></p>
<p class="MsoNormal"><b><i><span style="font-size:14.0pt;color:#1F4E79">Dominic J. Rodriguez, M.A.<o:p></o:p></span></i></b></p>
<p class="MsoNormal"><b><span style="color:#44546A">Chief Operations Officer<o:p></o:p></span></b></p>
<p class="MsoNormal"><span style="color:#44546A">Arizona Cooperative Extension<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#44546A">520-626-4921 Office<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#44546A"><a href="mailto:drodriguez1@email.arizona.edu">drodriguez1@email.arizona.edu</a><o:p></o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;color:#1F3864"><br>
</span></b><img border="0" width="623" height="100" style="width:6.4895in;height:1.0416in" id="Picture_x0020_1" src="cid:image002.png@01D4D021.7BAA3F00" alt="Cooperative-Extension_PRIMARY (3)"><o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
</div>
</body>
</html>