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Information Technology Division. Customer Service Support Center. Fragmented Support in 2001. Multiple helpdesk phone numbers for different IT systems Lack of relationships between various support “experts” Calls did not route quickly to those that could provide support
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Information Technology Division Customer Service Support Center
Fragmented Support in 2001 • Multiple helpdesk phone numbers for different IT systems • Lack of relationships between various support “experts” • Calls did not route quickly to those that could provide support • Multiple trouble call tracking systems (not integrated) • No system for tracking “handoffs” to different units • Poor communication and confusion leading to poor customer service • No mechanism to escalate problems
KPMG Auditor’s Findings in 2001 • The Help Desk business processes are fragmented, both organizationally and operationally. • This has resulted in duplication of efforts in terms of, servicing customers within the District, development and maintenance of the Help Desk business processes and systems that support and enable these processes, and budgeting and resource management. • Management should utilize a a top-down, rather than the bottom-up approach to developing an enterprise-wide help desk strategy. Integration of various Help Desks and Help Desk systems should be considered and such integration must be preceded by the integration of Help Desk management.
Consolidation & Tracking • Single Telephone number for IT Helpdesk: (323) 224-2277 • ITD support entities were consolidated into a single point of contact for the end user. • “Service Center” from Peregrine Systems was implemented to handle IT service management and to provide metrics.
Collaboration & Partnerships Have developed partnerships with other District IT related support entities, such as SIS, Facilities, and Procurement Help Desk support comes from both outsourced and District support groups Helpdesk maintains ownership of reported problem and depends on the collaboration with partners to ensure problem is resolved.
Process of IT Support • When a technology problem arises, District staff at schools and offices call 323-224-2277 or connect to http://techsupport.lausd.net. • A trained customer service support representative opens a ticket, gathers basic information, and provides assistance. This is the first tier of support.
Process of IT support (continued) • If the problem is resolved with this initial call, the ticket is closed. • If the problem is not resolved, a ticket number is provided to the user at the school or office and follow up support is provided within the next business day. This is the second tier of support.
Help Desk is Critical Because of Increased Dependence on Technology • Nearly all schools and offices have the network available and are using it. • Use of the network/computers have been incorporated into how employees/students perform work every day. • Increased number of computers—175,000 • Greater dependency on online resources, Internet, and email to perform jobs and gather information. • More information available through the network—value added.
What are the things we measure? • Number of phone calls. • Types of assistance asked for. • How long did the customer have to wait to have their call answered? • Did they get the help they needed? • How long did it take to resolve the problem? • Was the first person able to resolve the problem, and if not why not? • Was the customer satisfied with the service?
What do we do with this information? • We look for patterns • Search for the cause of the pattern. • Is the network having a problem? • Do we need to provide more training on a software system? • Is there a physical infrastructure problem at a school causing repeated problems? • Are the calls getting quickly to the person that can actually help? • The goal is not to get more calls, but to ensure the users can use the network, the software programs, and the computers when they need them and quickly receive help when there is a problem.
Support Services Offered by ITD • ITD infrastructure support: Local Area Networks (LANs); Public Address (PA) systems; Intercom systems; Intrusion Alarm Systems; Radio Systems. • Telephone Support • IT Training Support • Personal Computer, Server, and Laptop Computers support purchased through District contracts; • Printer Maintenance for District approved printer purchases; • Windows and Macintosh Desktop and Server Operating Systems on District owned computers; • Miscellaneous District computer peripheral and electronic equipment if ITD has the technical skills/knowledge to support. Not all miscellaneous electronic gear, printers, or PDAs are supported.
Response Times • Immediate assistance on the “first call” • Follow up assistance for Desktop Computer and LAN maintenance: • 2-hour response for a major service outage that affects an entire location, with all repairs completed within 4 hours of response; • 4-hour response for a problem affecting two or more computers on a site, with all repairs completed within 8 hours of response; • Next business day response for a problem affecting single computers, with all repairs completed within 8 hours of response. • Restructuring support staff to have similar response time for all other IT related support calls, such as intercoms, PA systems, Radio systems, etc.
How do we pay for these services? • Annually apply to Federal E-rate Program for qualified LAN maintenance to eligible schools to leverage discounts for support. • Get 80-90% discounts on all eligible services. • Competitively bid and award support contract for services not eligible for E-rate discounts. • Use LAUSD staff in areas not covered by support contracts. • This total support strategy combines contracted and LAUSD technicians to provide a helpdesk and technical support for LAN component, network cable maintenance, desktop and laptop computer support, printers, peripheral devices, alarm systems, public address systems, intercom systems, radio systems, and other miscellaneous electronic equipment.
How are we performing? Total Number of Service Requests from: 7/1/02 - 6/30/03: 89,2287/1/03 - 6/30/04: 243,524
Goals to Improve Service 2004/05 • Continue to work with IT support areas that are below the average same or next day response level. • Develop web-based self service. • Provide an online knowledge base. • Continue to work with all LAUSD entities to provide a more coordinated helpdesk strategy to schools and offices. • Develop automated processes to monitor IT inventory.
