Scheduled
Maintenance
Communication

Process

• Maintenance which will impact service availability
• Time frame to accomplish the work (7PM to 7AM)
• IT staff members available to complete the work

Notification

• IT communicates maintenance window to impacted staff
• 1 Business Day Notification Lead Time

Communication

• Unacceptable Disruption
• Could impact work or automation immediately following
• Could involve a Department Team Member for Testing & Validation

Follow Up

• IT Staff communicate completion of maintenance
• Service Resumes
• Request Users report issues to Help Desk

Unscheduled Downtime

Lessons

• Employees waiting for instructions, wondering if they could work remotely or at all
• Communication Improvements within, between Departments
• Communication to Emergency Management Team

Lessons

• Prioritize connectivity in reduced power mode
• Member Services reps to Indy, Bloomington
• List of names, reset PINs, or change PIN usage
• Functional equipment on-hand / on-site for emergency response

2 laptops available

• Member Services - 3 requested (2 desktop spaces available)
• Provider Services - 2 laptops requested; assessing needs
• Recommend Laptops for Business Critical Roles

Follow Up

Questions