October, 2020
ARC Works to Improve Customer Experience
Imagine not needing to remember a group mailbox name to interact with ARC. Imagine being able to go to one place to view dashboards and gain visibility to your specific tasks and individual status. Would these changes enhance your overall experience transacting with ARC? We have heard your feedback and are excited to share that it was instrumental in developing the Workflow Management Automation Project, a pilot program that is focused on improving your experience as an ARC customer by leveraging Salesforce to automate workflow processes. This project will utilize industry professionals, resident subject matter experts, and your feedback to 1) automate workflows, 2) recommend best practices, 3) design and document solutions, and 4) generate a new customer portal to initiate cases and track status.
The scope of the initial pilot will be focused on financial management processes and is scheduled to be available for select customers in May 2021. As we move toward our initial implementation, your feedback and insight will be instrumental to ensure we are providing the best possible improvements. To accomplish that, we are looking for customer volunteers to work with us over the next six months to share pain points, provide feedback, view demos, participate in user acceptance testing (UAT), and provide the voice of the customer for this project. The first round of UAT will take place in November and will include a subset of frequently used global standard workflows that were prototyped during our preliminary builds. Your feedback during this testing and across the next six months will help influence our remaining activities and shape the final product to best meet your needs.
If you would like to learn more about the project or be considered as a pilot customer, please contact Anda Coiner, ARC WMAP Project Business Lead at Anda.Coiner@fiscal.treasury.gov.