ALCOAST 356/21 - SEP 2021 FSMS ASSIST SUPPORT TEAM - GUIDANCE AND EXPECTATIONS

R 301111Z SEP 21
FM COMDT COGARD WASHINGTON DC
TO ALCOAST
BT
UNCLAS
ALCOAST 356/21
SSIC 7000
SUBJ: FSMS ASSIST SUPPORT TEAM - GUIDANCE AND EXPECTATIONS
A. COMDT COGARD WASHINGTON DC 212055Z MAY 21/ALCOAST 194/21
B. COMDT COGARD WASHINGTON DC 301527Z JUN 21/ALCOAST 237/21
C. COMDT COGARD WASHINGTON DC 062015Z AUG 21/ALCOAST 286/21
D. COMDT (CG-91) FSMS Memo dtd 09AUG21 (NOTAL)
E. COMDT COGARD WASHINGTON DC 202022Z AUG 21/ALCOAST 300/21
F. PCN 05-12-2021
G. DRAFT United States Coast Guard (USCG) Process Guide for FSMS
Cutover Period
H. COMDT COGARD WASHINGTON DC 141601Z SEP 21/ALCOAST 335/21
1. This ALCOAST provides details about the launch and use of the
FSMS ASSIST SUPPORT TEAM (FAST). FAST will utilize a tiered support
system to efficiently answer questions regarding Cutover Financial
System (CFS) and troubleshoot problems. Throughout the cutover
period (01 October-17 November), obligations will be executed
offline and entered in the CFS, in accordance with REF (G).
2. During the cutover period, FAST will use the following tiered
support levels:
    a. Tier Zero (0): Primarily user self-support via Coast Guard
Common Core references (including REFs (A thru H), FMPS Change
Champions, Field Liaison Officers, Senior Field Contracting
Officers, Comptrollers, Procurement Liaison Officers and other
local business line leaders (Finance, Procurement and Contracting,
and Property). Additionally, a Microsoft Teams page has been
established as a 24/7 collaboration tool where service providers
can ask questions and the FMPS community can help provide
assistance. While anyone with applicable experience or knowledge
can help answer questions on the Teams page, the FMPS and Business
Process Re-engineering (BPR) I-teams, along with technical authority
POCs will monitor the Teams page and ensure accurate and timely
information is being shared. The following link provides cutover
specific references.
(Copy and Paste URL Below into Browser)

https://cg.portal.uscg.mil/communities/cgcc/CFS_Library/Forms/
AllItems.aspx?RootFolder=/communities/cgcc/CFS_Library/Cutover%
20References&FolderCTID=0x0120004CDF678629ED0C4EBC548463F0C3B91A&
View=%7b20F8EDC4-602A-449B-8F83-3E88398FEB60%7d

The following link should be used to access the Teams site:
(Copy and Paste URL Below into Browser)

https://dod.teams.microsoft.us/l/team/19%3adod%3aded9504bd1cb44
f4b7677148e496b119%40thread.skype/conversations?groupId=6162bd9
e-0f7c-41c6-8f38-a226a7bff61a&tenantId=369ba0d5-02cb-4d2f-94fd
-9212cc24b78c

    b. Tier One (1): CG Portal-based help-ticketing system to
prioritize and answer field-level questions or problems that could
not be addressed/solved at the Tier 0 level, to include technical
issues with CFS or other financial system interfaces. Tickets will
be prioritized and distributed to program level responsible parties
and subject matter experts (SMEs) and acted upon within one working
day.
(Copy and Paste URL Below into Browser)

https://cg.portal.uscg.mil/communities/cgcc/SitePages/FAST.aspx

3. Guidance: If Tier 0 support is exhausted and unsuccessful, the
user will submit his/her assist request to the FAST (TIER 1). FAST
will manage the intake, triage, prioritization, escalation, and
resolution of user support requests related to USCG financial
processes, policies, and procedures throughout the cutover period
and initial FSMS deployment.
4. Prioritization: Issues critical to mission execution and
readiness will be addressed first. For emergencies, specifically
during the cutover period, units should rely on their duty SKs or
equivalent FMPS service-provider to ensure operations are not
disrupted. While CFS is to be used to track obligation data,
technical difficulties should not limit authorized individuals
from procuring goods and services as needed to meet mission, as
long as appropriate documentation is being maintained in accordance
with REF (G).
5. Continual Service Improvement Process: Following FSMS transition,
FAST will engage both USCG and Contractor stakeholders to
continually monitor and analyze data, then develop and deploy
enhancements to improve end-user support while minimizing the need
for live intervention.
6. Take a few minutes to complete the Pre-Cutover Change Readiness
Survey:
(Copy and Paste URL into Browser)

https://cg.portal.uscg.mil/communities/cgcc/Lists/FSMS_Change
_ReadinessSurvey/Item/newifs.aspx?List=673e156e%2D1592%2D48ea
%2D8b6a%2Df7871152449e&Source=https://cg.portal.uscg.mil/
communities/cgcc/SitePages/FMPS_HOMEPAGE.aspx

7. POCs.
    a. Craig Bennett, COMDT (CG-8D), 202-372-3476, Email:
Craig.A.Bennett@uscg.mil
    b. Keith O’Neill, USCG Head of the Contracting Activity (HCA),
(202) 475-3750, Email: Keith.O'Neill@uscg.mil
    c. CAPT William Arritt, FMPS Deputy Director, 202-372-4674,
Email: William.L.Arritt@uscg.mil
    d. CAPT Adam Kerr, COMDT (CG-9336) FMSII Team Lead, 202-475-3039,
Email: Adam.L.Kerr@uscg.mil
    e. CAPT Erich Klein, Deputy Director of Financial Operations/
Deputy Comptroller, 202-372-3652, Email: Erich.F.Klein@uscg.mil
    f. Mr. Stephen J. Weagraff, COMDT (CG-86) Office of Financial
Systems Business Requirements, 202-372-3675, Email:
Stephen.J.Weagraff@uscg.mil
8. RDML M. J. Fedor, Assistant Commandant for Resources
(CG-8), sends.
9. Internet release is authorized.