IVR Change Management Ideas Portal
GRC would like to engage Alphanumeric to deploy the NICE task automation assessment tool on the workstations of a subset of GRC agents. The purpose of the tool is to collect workflow information by capturing agent key stroke and mouse movement/window click actions to identify and quantify repetitive tasks.
Alphanumeric has proposed that NICE bring their collection server on site to ensure that no captured data leaves GSK. In addition, NICE has agreed to leave behind the server hard drive at the conclusion of the assessment for GSK disposal to prevent any data loss.
Our intent is to deploy the tool to a small number of agents ( no more than 6) to ensure that tool does not cause any adverse impact to agent activity. If this proves successful, we would like to deploy the tool to a total of 20 agents across various skill sets for a period of approximately 30 days.
We will need to obtain installation /administration rights temporarily on each users' workstation.
The output of this exercise is to identify candidate processes for automation. We would like GSK assistance to evaluate any security concerns and assist with securing proper approvals.
See attached supporting documentation:
| Priority | Low |
| Contact Center(s) | GRC |
| Needed By | Mar 11, 2019 |
Status Notes
1/24/2020 Likely not to see any activity until inBenta initiative is in place do to GRC resource availability.
7/12/19 SGK -Stephen now has secure hard drives in case this is approved. Eric needs evaluation of proposed solution with respect to compliance by GSK. Eric to resend information to Ed and Vinnie who will talk Ed: We were waiting on a letter from Alpha which Jay provided last week they then met today, and Sarah Smith is supposed to provide Vinnie feedback today or Monday.
6/28/19 SGK - Ed to talk with Vinnie on this.
?6/21/19 SGK - Ed unable to attend to give update.
6/6/19 SGK - Vinnie had discussion on 6/4; as Ed to see if there is any further information on this that might change the status.
5/17/19 ABS - On hold until Vinnie returns and can update us.
4/12/19 ABS - Vinnie discussing with Procurement for additional oversight of contracts.
4/5/19 ABS - Compliance met with GSK Response Center Legal to review some legal and compliance issue with the data being collected. Conversations continuing and Vinnie was notified.
3/29/19 ABS - Vinnie's review with Legal is complete and they accept the solution, Carolyn to review with them. If Carolyn is ok, then Ed will take through AS/PD and will set an assessment/review meeting with tech team when ready.
3/15/19 ABS - Ed spoke with management team and asked that Vinnie take through his Legal contacts first. GSK Anti-virus may flag as spyware and SPII is being collected. Ed will email Vinnie today.
3/8/19 ABS - Ed met with Vinnie yesterday and even though it is a pilot, it will have to be presented through the demand board to see if it needs further security & risk review.
Review Comments
Need to understand if the solution needs to go through S&R review - sounds like it does. Ed to meet w Vinnie