Conference 7.286::digital

...took 3 days for the PSN people to respond to my voice mail, but they at least
did get back to me.

						Trace

    I ended up calling the office of the VP of Personnel, and reached that
    persons secretary or assistant.  She was a very
    helpful and caring person.  She gave me the number of a couple of
    managers who I was able to reach and are working on the problem.  For
    those noters who have Cigna coverage in Florida, be aware that the HCCZ
    information is different from what Cigna actually pays, at least as of
    today.     

    There was a message that went out today stating that there is a 
    technical problem with the PSN lines.  I assume that is the reason
    their voicemail box is full.
    

    Yes, there is a problem with PSN.  The power supply on the hardware
    failed and the technician is working on the repair as we speak.  
    
    We should be back on line by later this afternoon.
    
    Debbie Reid
    CNS West Site Service Delivery
    

>    Yes, there is a problem with PSN.  The power supply on the hardware
>    failed and the technician is working on the repair as we speak.  
    
  This is one of the things that scares me about the Human Resources function
for the entire U.S. being centralized in Maynard. One burned out power supply
can put the whole system out of business.
  What would we do if we had a repeat of the blizzard of 1978? Is there a con-
tingency plan to provide Human Resources support to Digital facilities in other
parts of the U.S. in a case like this? (For those who don't know, the blizzard
shut down almost everything in MA for four days.)

>  This is one of the things that scares me about the Human Resources function
>for the entire U.S. being centralized in Maynard. One burned out power supply
>can put the whole system out of business.
    
    And remember: Hell has our phone number!
    
    ...tom

    
    if it were centralized in Columbus, Ohio and a power supply burned out
    would that make a difference; why don't you say what you really mean.
    
    bc
    

re: .7

I interpreted it to mean that centralizing the function was bad due to the
single-point-of-failure problems and that New England in particular was more
vulnerable to those kinds of failures.

Bob

    So how come it ain't fixed.... 
    
    I'm having probems today, "Sorry, the system is unable to transfer you
    at this time, please call again later."
    
    I guess the previous prediction for repair was misrepresented 8*}!!
    
    Toodles.....JP
    

    
    re: .8
    
    I still don't get it; I hear that they have earthquakes in California,
    and snow storms in Colorado, and Electrical storms in South Carolina,
    and there are a lot of businesses that have centralized functions in
    those states and/or regions. There are also power grid problems in
    those same regions.  Are you suggesting that we move the functions 
    over a large area (say one in each state).
    
    bc
    

    I also contacted PSN recently.  The automated menus worked fine.
    When I wanted to be transferred to a real human being I was
    given the "unable to transfer you at this time" message.
    
    Is there an option listing support contacts to call in case 
    there are system problems?  I don't remember hearing one.  It
    should be considered.
    
    I guess it's time to call the PSNssn (People Support Network system support
    number).
    
    Pat

re: .10

I'm not suggesting anything.  I was simply stating my interpretation of the
reply you were objecting to.

Bob

    The interesting thing to me about this is that the info materials I 
    received when the centralization was announced indicated that there 
    were contigency plans in place to address outages.
    
    Dave

    
    ref .12
    
       OH!!! :) :):)
    
    bc
    
    
    

  The problems with having a centralized function in New England are not spe-
cific to this region. What I think should be done is:

1. Have an uninterruptible power supply (UPS) for all critical components of
the PSN. We sell this hardware to our customers, so it should not be too hard
for us to get it for our own use.

2. Have contingency plans for operating the PSN from another facility and/or
temporarily decentralizing the function if the MSO plant, or the entire
Maynard area, is hit by a major disaster. The contingency plan should cover
the automated AND human-response functions of the PSN.

  The ideal thing IMO would be to go back to the old system, where each
major plant has H.R. people on-site who are empowered to sign forms for things
like health insurance open enrollment.

    I have been telling people to send e-mail to them: either
    ics::ushr OR  ushr @mso.
    Hope this helps.
    
    

                           JANUARY 13, 1995
    
                          PSN NETWORK PROBLEM
    
    This message is from the U.S. HR Administration Center regarding
    a current PSN network problem.
    
     ****  We're currently experiencing problems with the PSN 800# ****
           There's a switch problem, which means employees are 
           getting a busy signal.  Technicians are diligently 
           working to repair this problem.
    
           A message will be posted here once the switch is repaired 
           and PSN operations are resumed.
    
           We apologize for any inconvenience this may be causing you.
             
                                 ****
                                    

    wow!  8 days and still not fixed.  Wonder who is the telecom provider?

    one would think that, given that this is the time of year when
    everybody tries to figure out why their W2 says what it says and what
    exactly happened to them during the various open enrollments, 
    
    heads should roll for this "outage"..
    
    ...tom

               PSN NETWORK PROBLEM ** UPDATE ** 1/13/95
    
         ** The problem has been repaired.  The DTN and 800# are ** 
            now working.  
    
            We apologize for any inconvenience this may have caused
            and do appreciate your patience!
    
                                  *****
    
            US HR Administration Center
            MSO1/B4               
    
    

The PSN DTN 592-7500 is not working at this time.   To reach the PSN, please use
the 800# which is 1-800-544-9944.  Technicians are looking into the DTN problem
at this time.

We'll continue to post communications about this problem in this notesfile.

Thank you!

U.S. HR Admin Center
MSO1/B4

    15 days uptime between outages.  Doesn't look good.
    
    Mark  :-(

                         MONDAY, FEBRUARY 6TH

     THE PSN DIAL-IN PROBLEM HAS BEEN FIXED.  YOU CAN REACH THE PSN VIA THE 
     DTN - 592-7500 OR 1-800-544-9944.

     THANK YOU!

     U.S. HR ADMIN CENTER
     MSO1/B4

    As the author of the base note I wanted to update all on the original
    problem.
    
    The problem was that VTX HCCZ for Orlando FL reported that in-patient
    psyc care was provided for 30 days with a $50.00 deductible.  But, when
    the HMO information was received, the HMO reported that the coverage
    was indeed for 30 days, but with a $50.00 per day deductible.  Given
    that my daughter was already in the hospital for nearly 20 days you can
    see the potential impact on my pocket-book.
    
    I finally got in touch with someone at the PSN who told me that Digital
    would honor whatever was in VTX and that she would call the HMO, Cigna,
    to get the matter resolved on their end.  Well, I finally received a
    $15,000 hospital bill and called the PSN person to find out what was
    going on.  She informed me that somewhere in VTX HCCZ there is a
    disclaimer that says that Digital is not responsible for errors and
    that her previous statement to me was made in error.  I can of course
    appeal the decision.  This just seems to be an another exhibit of how
    little Digital really cares for its employees.
    
    By the way, I changed my life insurance coverages during the open
    enrollement period.  I got a better deal else where so I reduced the
    coverage provided by Digital.  The problem is that Digital continues to
    with hold at the old premium.  Again, I called PSN.  Their response was
    to call the life insurance carrier since Digital has no authority to
    change the payroll deduction.  Another exhibit!!!!!
    
    In my seven years with Digital I have never publically spoken ill of
    the company.  I'm just fed up!!!!!!!
    

    Is there an outside number (not an 800 number) for the PSN? I'm
    travelling overseas for an extended period, and know from experience
    that it's next to impossible to dial US 800 numbers. 
    
    I've got 1-800-544-9944 as the number. Tried calling that, but I get
    the "please hold for the next available..." n times, then I get dumped
    into voicemail. The last voicemail took several days for a response,
    and that's time I don't have now.
    
    Thanks for any help.
    
    Cathy

From:	MODELA::MODELA::MRGATE::"MROMTS::SALES::A1::CHOICE.READERS"  3-JAN-1994 21:23:13.86
To:	@Distribution_List
CC:	
Subj:	#4060-PSN Employee Communication                                       1

From:	NAME: Readers Choice                
	FUNC:                                 
	TEL:                                  <CHOICE.READERS AT A1 at SALES at MRO>
To:     See Below

           This memo is from the U.S. Human Resource Leadership Team
          (Alan Zimmerle, Katy Linehan, Harvey Jones and Walt Chaffin)


The PSN (People Support Network) provides Digital U.S. employees with 
access to Benefits and Personnel administrative procedures and to company 
and personal information through the convenience of telephone technology.

Now, instead of going to your local Human Resource Department with Benefits
or Personnel administrative questions, you can immediately access an
"Infoline" or a network of Human Resource Assistants. 

O INFOLINE (521-4080,  1-800-544-9944):     

  Provides Benefits and Personnel administrative information through recorded
  messages.  This line is easy to access and provides answers to the most
  commonly asked Benefits questions.  This line, in addition to VTX Benefits,
  provides a wealth of information and should be your initial source for
  Benefits information.  Type the following to access VTX Benefits:  
  VTX BENEFITS_US.

O Human Resource Assistant Support
  (592-7500,  1-800-544-9944, TTY DTN 244-6400 or 508-264-6400):    

 Provides access to an HRA (formerly your PSA/PA) for Benefits and
 Personnel administrative support.  PSN is staffed by HRAs from across the
 U.S. who have on line access to all U.S. employee data. There is a security 
 process in place that ensures that employees can access only their own 
 information and that managers can access company information regarding 
 their direct reports. This line is staffed from 8:15 A.M - 5:00 P.M.  

 Updates to the following personal information can be made directly over 
 the phone with no documentation required:  Last Name, Home Address,
 City, State, Zip Code, Home Phone Number, Emergency Contact Name and 
 Phone Number, and Marital Status.
 Updates to all other personal and  company information continue to require
 the appropriate documentation. 
 
 Employees cannot obtain Salary Plans from PSN.  Salary discussions should 
 occur with your Manager.

In addition to providing Benefits and Personnel administrative expertise
via PSN, HRAs process updates to employee company and personal information
at local sites, e.g. cost center changes, salary increases, benefits updates, 
tax changes; PSN can provide the process for updating company and personal 
information, forms are normally available at your local site.  Completed 
documentation, required for these transactions, is sent to "File Sites" for
processing.  

O File Sites:

Employee Personnel files have been consolidated at 28 File Sites across the 
U.S. based upon your work site.  Your Personnel file is located at your work 
site or at the closest File Site.  You can identify your File Site location, 
mailstop and Fax number by typing VTX HRDIR_US or calling PSN.  Personnel 
transactions are normally processed at your File Site, but for your 
convenience, documentation may be submitted for processing at another
File Site, for example, if you are traveling; the information will be 
processed and sent to your File Site for placement in your Personnel file.

The HRAs also are responsible for completing "Employment Verification" 
requests for employees.  Written requests for employment verification should 
be sent to your File Site. 

The People Support Network provides you with a more effective and efficient 
way to access and update company and personal information and to obtain 
Human Resource Assistant support.  We encourage you to utilize the PSN and 
to provide feedback to your Human Resource Consultant regarding your experience 
with the PSN.  We need both positive and constructive feedback so that we
can continually improve this system to provide better support to you.


Distribution:
This message was delivered to you utilizing the Readers Choice delivery 
services.  You received this message because you are a U.S. Employee. If 
you have questions regarding this message, please contact the author of the 
memo.

UNIX Users:
- to send VAXmail:    [email protected]
- to send ALL-IN-1:   [email protected]

    Thank you.

    In case anyone else gets the phone number from this message, the number
    in the previous note is incorrect. It seems to have come from an
    official mailing on PSN, but it's wrong. 
    
    Someone graciously sent me the right number. It's (719) 592-7500. I
    called it and did get PSN. I called the number in -.2 and got no
    answer.
    

RE: .28 
>>                         -< the real PSN phone number >-

>>    Someone graciously sent me the right number. It's (719) 592-7500. I
>>    called it and did get PSN. I called the number in -.2 and got no
>>    answer.
    
Check out the -<  >- at the top of .26....  :-)

                     -< (719) 592-7500 for outside calls >-