Original Date: 01/23/1995
Revision Date: 01/18/2007

The Nuclear Waste Management Center's (NWMC) Computer System Support Tracking System has been developed to establish communication with Center customers, assuring them that problems and requests received are handled professionally and quickly. The system support group is located off site at the BDM/GeoCenters Complex. The system was designed inhouse and implemented with the expertise of this group.

The architecture of the system includes Sun, VAX, HP, PC and Macintosh machines. The software product for development was Xbase Software, called Recital which supports multiple platforms. Prior to development, a staff of fifteen supported end user requests with mental "memos" and notes passed among the group. It became clear that improvement was needed in consolidating requests and problem reports, improving communications with customers, and facilitating and monitoring personnel assignments. Improvements to the system have produced a capability to provide metrics to support funding and resource allocation requests. The system utilizes the Sandia mail system for communications and voice mail.

Additional benefits include automatic notification to customers of changes in status, proper tracking, progress and closure, support personnel assignment lists, and the ability to provide both on-line and hardcopy reports. Management metrics can be obtained by department, project and support personnel. Future directions are to implement Graphical User Interface and integrate with other window applications. A video conference room is now available for customers and end users to schedule meetings. Sandia uses technology in the most effective way to serve their customers.

For more information see the Point of Contact for this survey.