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Add more of Section C (ops) to TTSC handbook. (#4048)
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pages/about-us/tts-consulting/operations/delivery-assurance.md
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| title: Operational initiatives and maintenance support | ||
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| As a lean and learning organization, a variety of one-off tasks, special initiatives, and occasional maintenance chores bubble up all the time. Sometimes these tasks fit clearly within the scope of an existing staff role, other times they could be done by anyone with a bit of time. | ||
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| Here are some of the mechanisms TTSC has to do this kind of work: | ||
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| | Resource | Helps with | | ||
| |----------|------------| | ||
| | [**\#18f-help-wanted**](##18f-help-wanted-slack-channel) | **Short, fast, billable or non-billable tasks** like writing review, graphic design, general volunteers | | ||
| | **[Delivery Assurance (aka TLC)](#18f-delivery-assurance-\(aka-tlc-crew\))** | **Two week or less, non-billable tasks** like Facilitating project reflections, making updates or fixing bugs on 18F products, | | ||
| | [**18F Working Groups**](#18f-working-groups) | **A few hours a week for a few months** like Internal surveys and analysis, developing smart default templates, revising performance plans | | ||
| | [**TTS Operations support services**](#tts-operations-support-services) | **Recurring TTS-level ops tasks or improvements** like processing agreements, outreach approvals, hiring actions | | ||
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| ## \#18f-help-wanted Slack channel {##18f-help-wanted-slack-channel} | ||
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| TTSC staff may request help from peers for a few hours of billable or non-billable work by posting to the {% slack_channel "18f-help-wanted Slack" %} channel. | ||
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| If your task is specifically for writing/editing help, use `@writing-editors` to ping the content designer group. | ||
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| If the task is for a partner project, Tock to the appropriate engagement code. | ||
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| ## 18F Delivery Assurance (aka TLC Crew) {#18f-delivery-assurance-(aka-tlc-crew)} | ||
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| Between partner engagements, 18F staff provide operational and maintenance support to 18F products, processes, and teams. Individuals are temporarily staffed to “Delivery Assurance” which was nicknamed by staff “TLC Crew” because they are giving our organization and practices Tender Loving Care. | ||
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| Assignments occur in two-week increments. Supervisors take turns managing the crew and a member of the 18F LT leads issue prioritization every increment. | ||
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| TLC works on issues submitted through [the TLC repo](https://github.com/18F/TLC-crew/issues) or through connected repos for 18f.gsa.gov, 18F blog drafts, 18F Guides, and Tock. Common requests include leading project reflections, making updates or fixing bugs on 18F products, or supporting operational functions. | ||
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| To submit a request for the TLC Crew, please use the issue [templates](https://github.com/18F/TLC-crew/issues/new/choose). If you need access to 18F’s GitHub, post your request in the Slack channel {% slack_channel "admins-github" %}. (Watch a [tutorial on how to use GitHub](https://docs.google.com/presentation/d/1Kha6M0C2OC87x1zeXtFMKNrAbZZGJbkephbbBr7G_mw/edit?usp=sharing)). | ||
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| Since there can be no guarantee that this team is staffed every two weeks, TLC can’t guarantee delivery on issues in their repository *until they've been prioritized and assigned*. Consult the [TLC Crew README](https://github.com/18F/TLC-crew) for details. | ||
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| Billable work should always be prioritized over TLC’s non-billable tasks. Billable work should run through the BD pipeline and staffing process. {% comment %}TODO: link BD process to engagements section{% endcomment %} | ||
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| ## 18F working groups {#18f-working-groups} | ||
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| Working groups typically start through GMT and include some supervisors. ICs may join working groups if it does not interfere with meeting billable expectations. | ||
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| Working groups are best for tasks that need a few hours a week for several months and benefit from continuity in who is doing the work. Examples include: conducting pulse check surveys and analysis, developing smart default templates, revising performance plans, building out operational AirTable interfaces. | ||
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| If you have an idea for a working group, talk to your supervisor. | ||
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| ## TTS Operations support services {#tts-operations-support-services} | ||
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| The TTS Office of Operations is tasked with supporting business functions in the various TTS Delivery units including TTSC. They are organized into divisions including Acquisitions, Business Operations, Outreach & Marketing, Market Development & Partnerships, and Talent. | ||
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| For help with hiring, HR, benefits, finances, agreements, travel, coaching, etc, follow these steps: | ||
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| 1. Consult the main TTS Handbook. It is the primary source of information about support services and operational functions managed at the TTS level, including Talent, Business Ops, People Ops, benefits, etc. | ||
| 2. Ask your supervisor. | ||
| 3. Reach out to your [support contact for TTS employees](https://docs.google.com/document/d/15glvq9UakKUN8XTRTa6gRkhBHm2whhQyAGmf8ibTtBs/edit) for the specific service. |
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| title: Management oversight of projects | ||
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| Leadership at the TTS, TTSC, CoE, and 18F levels all need to keep tabs on what’s happening with our projects. Here’s what they look at to do that. | ||
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| - **How is TTSC doing overall?** | ||
| - [TTSC Monthly Program Review](https://drive.google.com/drive/folders/1GZhnFA2yNrlYhZszAu_fezZ7Qrl3DEKP): Brief for TTS Front Office and TTS Operations on TTSC’s finance, business development, current project highlights, and people management priorities | ||
| - **Who is assigned to what project?** | ||
| - [18F Airtable staffing interfaces](https://airtable.com/appsLLLryeqBK2V9d/pagH8pnJhLcix3V2v?CJpsb=allRecords) | ||
| - [CoE AirTable staffing interfaces](https://airtable.com/appde6nxcyY2NVG4E/pagEMG6s8fenIWCkU) | ||
| - These can be sorted by project or chapter | ||
| - **What projects are starting soon?** | ||
| - [18F staffing repo](https://github.com/18F/staffing/issues) | ||
| - [CoE BD leads in signatures](https://airtable.com/appde6nxcyY2NVG4E/paga9X5WQBBNKSIcS) | ||
| - **What’s happening on active projects?** | ||
| - Across projects | ||
| - [18F project health reports](https://airtable.com/appsLLLryeqBK2V9d/pagdt0x1ob5jVASh6?Xq8ld=sfsocbdU0K2Vsxnpd) which 18F LT reviews weekly | ||
| - [Weekly ships](https://gsa.enterprise.slack.com/archives/C4HGPF9QA) are emailed to partners and posted in Slack | ||
| - [18F Monthly Project Snapshot meetings](https://drive.google.com/drive/folders/1KPLs6gNkRjHS-eFzHUvmP6wu8GyVJgoO) share high-level project status with TTSC leadership and identify where executive intervention may be helpful | ||
| - [CoE State of the Centers](https://airtable.com/appde6nxcyY2NVG4E/pagjOUUulLtGB85zH?uBQYc=rec4SqXJxMQVnP7zB) | ||
| - For specific projects (in [Agency folder](https://drive.google.com/drive/folders/1_7ZD6nozGJd4fjOsa473j0KYvN0rIwUg)) | ||
| - Their executive briefing deck | ||
| - Their risk tracker | ||
| - Their project readme | ||
| - Their burn doc | ||
| - **What prospective projects and leads are coming in?** | ||
| - [18F Business development pipeline interfaces](https://airtable.com/appsLLLryeqBK2V9d/pagZwxjxxbuYBIItC) | ||
| - [CoE Business development pipeline](https://airtable.com/appde6nxcyY2NVG4E/paga9X5WQBBNKSIcS) | ||
| - **How does our staff capacity and incoming work line up?** | ||
| - [18F capacity projections](https://docs.google.com/spreadsheets/d/1Ero0A-o_VlB-rlHFnOiiM8KMPDZqAU_n1E2OnsL_Slk/edit?gid=508470679#gid=508470679) | ||
| - CoE TK | ||
| - **What projects have we done in the past?** | ||
| - [List of past 18F projects](https://airtable.com/appH9BA2ezbDuXqhH/tblCdG6BatRBR0j48/viwCjBdbLstTDtq1K?blocks=hide) (Airtable, 2014-2023) | ||
| - [List of past CoE projects](https://airtable.com/appde6nxcyY2NVG4E/tblM1wWqsnI2YPvmc/viwYbLdiSvmUKm7zf?blocks=hide) | ||
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| ## Tracking operational data in AirTable | ||
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| TTSC uses AirTable to manage a variety of data about our operational “engine” including our staff, our engagements, and our resources. | ||
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| ### Key AirTable interfaces | ||
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| - **[TTSC combined base](https://airtable.com/appFD087Gd8jhztYz?ao=cmVjZW50)** | ||
| - Viewing data about 18F and CoE operations together. This is new and still in development. | ||
| - **[TTSC calendar](https://airtable.com/appN6llr7h1vUry6P/pag1kYDFRwB6qUilp?cmpsj=allRecords)** | ||
| - Staff to see TTSC events, organizational milestones, etc. — you can [subscribe to a feed that brings these into your Google Calendar](https://airtable.com/appN6llr7h1vUry6P/pag0aA4Lrc6QZta3Q). | ||
| - **[18F Resource Library](https://airtable.com/appkBrEBVTMd9M5VC/pagyCKyWNdrBCgvP1)** | ||
| - Finding templates, trainings, and examples of past 18F engagement work. | ||
| - **[18F Humans](https://airtable.com/appsLLLryeqBK2V9d/pag7RqRJYNNCXuBsl)** | ||
| - Tracking 18F staff assignments, BD leads, project health, etc. | ||
| - **[CoE Engagement management tracker](https://airtable.com/appde6nxcyY2NVG4E/tblWc6oYuYa3TLngE/viwHYfeZUj2aiYWi9?blocks=hide)** | ||
| - Tracking CoE humans and engagements. This is new and still in development. | ||
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| ### How is data maintained in AirTable? | ||
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| Guidance TK. | ||
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| {% comment %} | ||
| ### Further resources | ||
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| * [Checklist of project reporting tasks](#TODO) (link to Engagements section) | ||
| {% endcomment %} |
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| title: Records management | ||
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| A “record” is any information — stored in any physical or digital format — that documents the agency’s organization, decisions, functions, activities, and commitments. | ||
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| At TTSC, records may include emails, contracts, presentations, reports, files in Google Drive, Slack posts, etc. Common records include: | ||
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| - IAA agreements with partners | ||
| - Business development pipeline notes | ||
| - Roadmaps | ||
| - Decision-making frameworks | ||
| - Research plans | ||
| - Survey results | ||
| - Usability test results | ||
| - Meeting notes | ||
| - Retros | ||
| - Project health responses | ||
| - Prototypes | ||
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| ## Why does records management matter? | ||
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| Records management is the law (specifically the Federal Records Act of 1950). GSA staff are required to make and preserve records. | ||
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| Good records management helps us keep our commitments to partners and employees, make good decisions, show evidence of our organization’s impact, and comply with transparency mandates, such as FOIA requests. | ||
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| For more information on records management policy and general guidance, please review the records management training in OLU. | ||
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| ## Who is responsible for records management? | ||
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| All TTSC staff are responsible for records management. | ||
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| On projects, AMs, PLs, and ELs are accountable for ensuring records for their projects are properly managed and archived. | ||
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| For 18F, the 18F Folder is owned by the 18F Director and the Director of Operations. | ||
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| For CoE, the CoE Drive is owned by CoE Front Office and CoE Management Team google groups are both owners. | ||
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| ## How should I manage my records in Google Drive? | ||
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| Guidance TK. |
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