Just as technology continues to evolve, and move in the direction of being more mobile, the Service Center needs to be structured in such a way that allows it to evolve and adapt to new and ever-changing demands for support. A key factor in making this a reality is to ensure that the Service Desk has the proper tools in place to allow for this growth, and so provide the customers with the high level of support they need.
Provide schools with an enhanced Web Self-Service, where they can query a database, for possible solutions to their issues, without the need to place a call. Provide video clips of step-by-step instructions for common how-to’s that clients can use as a tool.
Replace the existing Customer Relationship Management ticketing application with a more robust application, to allow greater functionality at the user and client level. This may be part of the call center consolidation project, but there is a true need here that needs to be addressed before we bottom out.
Develop Performance Management reports portfolios for customers and management, showing data trends in terms of incidents reported, requests made, Internet and bandwidth activity etc., to allow for the better allocation and focus of resources.
Implement a shared Dynamic Knowledge Base application to facilitate the sharing of information across multiple and varied platforms, to assist with, and improve upon, the timeliness of resolutions to issues.
Develop a DIIT Service Catalog that clearly defines service offerings. One-stop shopping may be provided through an IT Portal for customers requesting DIIT services.
Provide Service Desk with remote access capabilities to enhance Level I resolutions.
Continue to engage the Client community to receive input on what services are important to it.
Procure an Asset Management Tracking tool to increase quality and accuracy of asset database.
Stakeholder Use Case
The NOC stakeholders include all DOE staff who have ever had a need to contact the DIIT Service Center for hardware, software or network related issues. Today, we receive 30,000 to 40,000 calls a month, with a growth rate of over 10% a year. Unless we put better mechanisms in place, this number will only continue to rise.
Benefits and Impact
The NYCDOE is a very unique environment that doesn’t follow a typical business support model (one where customers sit at a desk and are readily available for tech support to troubleshoot and assist). Consequently, there is very little opportunity to capture information and resolve issues; therefore, having the appropriate tool sets in place is critical to providing outstanding customer service.
Budget to Implement
Replacement of existing Customer Relationship Management Applications