You are an IT manager for customer service and collections at a financial organization. You  manage a team that consists of 10 systems analysts who do the following:

1) Five systems analysts manage the customer payment processing, understanding payment card industry (PCI) data security standards, which is a set of security standards designed to ensure that all companies that accept, process, store, or transmit credit card information maintain a secure environment. They also understand National Automated

Clearing House Association (Nacha) rules and regulations that manage the administration, development, and governance of the ACH network, which is the electronic system that facilitates the movement of money in the United States.

2) An additional five systems analysts work with debt management and collection systems and have expertise in understanding the customer and how to track the financial delinquency of an account. The systems analysts understand what customer service needs to know regarding the customer delinquency to convey and communicate to the customer. A debt management and collections system eliminates manual effort, reduces errors, and improves the ability to collect unpaid debt.

The team has been together for five years and works together well. But as the IT manager for customer service and collections, you have decided that these two groups of analysts would be better split into two different teams. You feel you should continue to manage the five systems analysts for the debt management systems due to their role serving a customer service and collections function, which you are an expert in.

 

Because you do not have expertise and knowledge in PCI and Nacha compliance, you have determined that the five systems analysts for payment processing should be under the IT manager for accounting. You feel this is appropriate because the mandates for compliance of PCI and Nacha responsibility fall under the accounting finance hierarchy.

 

As IT manager of the customer service and collections team, you discussed these changes with the accounting and finance IT manager, and you both agree with this change.

 

Separating these two teams will require approval from the chief information officer (CIO) due to the change in cost center for salaries for the five analysts moving to the finance  team, a change in seating, and the five analysts reporting to a new manager.

 

As manager of your team, and because you are the one requesting the changes, you are responsible for communicating your message to the relevant stakeholders (audiences).

 

Choose two of the stakeholders listed below. Different stakeholders will need different information as you move forward with the reorganization of your team.

 

Audience Choice #1 – Chief Information Officer (CIO)

 

Message:

 

Develop a recommendation and request for approval to move the five systems analysts who manage customer payment processing from your team to the accounting and finance IT team.

 

The CIO understands the challenges associated with the continuous training required to stay current with the PCI and Nacha mandates, which the organization must meet in order to process electronic payments. It makes sense to have the systems analysts responsible for this report to the department that is well versed in these legal mandates and technical changes to stay compliant.

 

Components:

 

Include the following components in your request:

 

• summary of the issue and request

 

• justification for the change

 

• two risks and two benefits of making the change

 

• how this proposed change will improve productivity and efficiency

 

• how the recommendation addresses compliance with legal mandates

 

• cost center change

 

• changing location of the building for the employees being moved

 

• potential employee acceptance or nonacceptance

 

• timeline and justification for timeline

 

• recommendation(s)

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