1. State of Georgia RCA Process Narrative Review Training Session Aug. 09’

2. RCA SLA Agreement (SLA) SEV 15 business days SEV 2: Incidents that missed the SLA10 business days Formal Customer Requests10 business days

3. by DAY 1 RCA SLA clock starts when an Incident is placed into RESOLVED status. Incident owner creates Problem Record (PR) and assigns record to applicable PR owner. PR owner is responsible for evaluating and completing the Maximo Problem Record.

4. by DAY 1 Simultaneously, the RCA coordinator creates an RCA entry into the RCA database and assigns an RCA Owner Group.  An automatic notification is sent when the RCA is assigned an RCA owner. First Line Manager or delegate of the RCA Owner Group accepts RCA in the RCA database.

5. by DAY 2 RCA owner completes required fields. Once completed, RCA owner submits RCA to First Line Manager for approval. NOTE: If a delegate is assigned an RCA they DO NOT approve the RCA. The RCA MUST be approved by the FLM. When the RCA is ready for FLM approval, the delegate forwards the RCA by selecting the ‘Forward as Doc Link’ from the grey menu bar.

6. by DAY 3 First Line Manager reviews RCA for accuracy, technical information and completeness. First Line Manager approves RCA.  An automatic notification is sent to the SDM and RCA Coordinator for review and approval. First Line Manager must also forward the RCA to the agency CSA, when appropriate.  Use the ‘forward’ function in the database to forward RCA

7. by DAY 4 Dependent upon SDM review and approval, RCA coordinator will create final Word doc.  The following naming convention must be applied to the final Word doc. XXX.SOG.RCA.YYYY.AGY.PR#.  If rejected or corrections are required the RCA Owner will be notified and a short meeting will be called to review questions and/or concerns. Required meeting attendees include RCA Coordinator, RCA Owner and SDM.

8. by DAY 5 SDM sends final Word document via email to :  Appropriate VMO Tower Consultant (platform specific)  VMO Cross Functional Tower Consultant (K. Gosa)  Applicable RCA Owner (FLM)  SOG_RCA_Acct/Dallas/IBM

9. by DAY 5 RCA coordinator will change RCA database status to ‘Awaiting Action Items’ if there are Open Action items or Closed. First Line Manager (or delegate) will attach final Word doc to the related PR and update PR status to RESOLVED. RCA SLA clock stops

10. RCA Process High-level Timeline Sev 1 SLASev 2 SLACust Req Acknowledge RCA day 1day 2 Review and complete RCA day 2day 4 FLM review and approve day 3day 6 SDM review and approve day 4day 8 Delivery RCA day 5day 10