Project Description
A major City desired a high-quality, dependable IT Services firm with expertise and experience in providing Information Technology Infrastructure Services (“IT Services”) for the following:
- Data Center Services
- End-User Computing Services (includes End-user hardware/software deployment, maintenance, and management)
- Data Network Services (including on-going infrastructure upgrades and deployment)
- Help Desk Services
- Cross-Functional Services
- Special Projects
Project Goals
- Continuously improve the quality of IT Services
- Reduce or manage the growth in costs for providing IT services
- Develop agreements that support the major City’s future information technology needs
- Provides flexibility in the provision of IT Services
- Integrated continuous innovation
- Address cyber risk
Services Delivered
- Target market contract provides professional IT services to support the major City’s 37 operating Departments’ and approximately 32,000 employees’ use of technology in their daily business operations
- Contract delivers Service Level Agreement-based to support the major City:
- Help Desk Services: 24x7x365 service desk to handle issues with minimal disruption to the major City’s business
Project Results
In the first 100 days, SDI:
- Simplified the 4-DATA IVR greeting and phone design at go-live
- Identified aging tickets dating back to 2016. Closed over 4000 tickets
- Improved the process for ARF (Access Request Form) requests
- Enhanced the technical process on how the Help Desk handles password resets
- Collaborated with the major City’s Public Safety IT Help Desk to have them set up a hunt group on their phone system. This distributes phone calls from a single phone number to a group of several phone lines or groups of call agents. Previously, this was a manual process with alternate phone numbers to warm transfer a call.
- Implemented a “3 Attempts to Contact caller.” This process addresses unresponsive end-users and aging tickets.
- Validated and added dozens of Knowledgebase articles and made them available to support staff