OneWorld support staff per 100 users

As we have brought our company up on OneWorld, I have struggled with the optimum number of IS staff needed to support a set of 100, 200, 300+ users. Thus the question: How many support staff (application, CNC, hardware) are used at companies for, say, every 100 users in an environment with Citrix and few (3) Fat clients (no web - yet). Realizing that EO companies and their circumstances are like snowflakes - no two alike - the replies should be interesting. Thanks for the indulgence.

Robert,

I'll start the responses - we have a ratio of 270 users to every full-time JDE support person. That number excludes helpdesk and infrastructure because they cross many servers and other applications.

Gregg Larkin
PeopleSoft EnterpriseOne System Administrator
Praxair, Inc.

The minimum OW support staff starts from 1 - one person doing all (that she/he can), such things as: CNC, DBA, Support & Development.
Lots of us started (wearing so many hats), for 20-30 users. Upgrade, and Application Setup were outsourced.
From 100 users and up, you may need (at least) one person for each area:
- Administration
- Application / Module (I have seen one person covering Financial and Distribution).
- Development (small & midsize companies use to hire one person that covers both application & development).
And it all depends on the degree of customization - if this increases, the number of people required to implement & support, increases.
PS The problems start to show up AFTER the initial GO LIVE implementation team is done, and gone.
Warm regards,

For 100 OW users(Dist, Mfg, Finance), we used the following ratio and it worked fine for us

Functional - 1 each / module
Developers - 2 each /module
CNC - 1
DBAs - 1

Regards,

Robert,

at our small-midsize mfg company (approx 220 E1 users) we have a ratio of 1 support person per 100 E1 users.

Basically that means 2 full timers plus .25 of another IT persons time.
Support for us means:
- DBA
- CNC
- Development (quite a bit of customization)
- Help Desk
- Functional Consulting

Networking, Email, hardware, etc are non-specific to E1 and are handled by other IT staff.

Interesting to see how things break down in other companies.

Gregg,

just curious... How many total ERP (JDE/E1/OW/World) do you support?

I am asking this because as you reach certain user population, then the number per 100 users drops significantly. Also depends on how you handle new projects /upgrades / development.

Victor,

We have over 3800 users on our North American systems. Those are users from the US, Canada, Mexico and Costa Rica. We also provide global support and consultation to our other regions. We consult with sister companies in South America, Europe and Asia.

During heavy duty projects, we will bring on outside consultants for functional areas. During our last project we hired three additional contract programmers. We'll also bring in hired guns for short term consulting. We've brought in Peoplesoft and other firms for specific, short term consulting as needed.

Gregg Larkin
PeopleSoft EnterpriseOne System Administrator
Praxair, Inc.