ISD: Client Success (1820P)

Program Outcome Statement

Provide proactive, responsive, and reliable support while continuously improving customer experience and enabling customer success.

Program Services

  • Customer Relations
  • ISD Service Desk
  • Mobile Device Support
  • County Telephone Operators
  • PC/Laptop Support
  • Audiovisual Services

Overview

The Client Success Program takes both a proactive and responsive approach to service delivery to improve customer experience, support, and satisfaction. This is achieved by creating strong relationships with customers on a strategic level as well as operationally via day-to-day interactions with County employees and the public.
The program serves as ISD's liaison and escalation point for issues, collaboration opportunities, and overall communication. This fiscal year, all end-user support teams were consolidated under this program to mature support capabilities and enable a consistent customer experience. This includes the ISD Service Desk, which serves as a central point of contact for County employees to report technology problems and make requests of ISD; the Desktop Support team, a higher-level support tier specialized in PC/laptop issues, maintenance, and deployment; and the Audiovisual Services team, which installs and sets the standards for the County’s audiovisual and video conferencing solutions.
The program’s County Telephone Operators are available 24 hours a day, seven days a week to provide switchboard services and call assistance connecting the public and employees to County departments and services.
ISD completed an organizational restructure at the start of FY 2017-18, and as a result, some performance measures were closed out and new, more relevant performance measures were created. The Client Success Program closed out the Customer Satisfaction and Severity 1 measures and replaced them with two new measures: Percent of Tickets Created on the Self-Service Portal and Percent of Total Tickets Resolved by the Service Desk.

Percent of Tickets Created on the Self-Service Portal

Percent of Total Tickets Resolved by the Service Desk

Service Desk First Call Resolution

FY 2014-15 Target = 51% | FY 2015-16 Target = 51%

FY 2018-19 Mid-Year Story Behind Performance

Percent of Tickets Created on the Self-Service Portal
Of the tickets reported to ISD, 42% of them were created by users on the Self-Service Portal. This exceeds the target of 35%.
ISD has taken steps to promote the use of the Self-Service portal both internally and to customers. ISD's goal is to get its customers to feel comfortable in creating their own tickets online, which will lead to customers exploring the portal and taking advantage of its resources. Increasing self-service tickets also decreases calls to the ISD Service Desk, which would free up more of that team’s time to perform triage and to resolve Tier 1 issues and requests.
Percent of Total Tickets Resolved by the Service Desk
ISD received a total of 20,803 tickets in the first half of FY18-19 of which the Client Success Program’s Service Desk team resolved 41% of tickets submitted. This exceeds the target of 40%.
The percent of an information technology organization's tickets resolved by its help desk measures the organization's ability to distribute support appropriately across its various support tiers. The ISD Service Desk is considered level one support, and the more tickets it can handle, the fewer tickets will get reassigned to the other, more expensive support levels that should be handling projects and more complex issues. Exceeding the target for this measure demonstrates how the Client Success Program is helping ISD achieve peak support efficiency. The Service Desk took on the additional responsibility of supporting mobile devices last year, and the program has plans to continue expanding the team’s role.
Service Desk First Call Resolution
The Service Desk was able to resolve on average 94% of the tickets assigned to it in one interaction. This well exceeds the target of 75% for this measure. ISD Service Desk responded to tickets totaling 8557 tickets in the first half of FY18-19.
This common customer satisfaction metric measures an organization's ability to address the customer's need during the first interaction, without requiring the customer or organization to follow up. Not only do multiple interactions frustrate customers, but follow-ups also increase overall call volume, which can create a need for more staff resources. The Service Desk’s high score demonstrates the support team’s high ability to handle tickets at first interaction. The score is calculated based only on ISD Service Desk tickets, rather than based on all tickets assigned to ISD, since tickets requiring escalation to higher level support tiers are not an accurate representation of the Service Desk’s efforts.

Future Priorities

  • Customer Service Standards: The program will create and champion a set of customer service standards to be used by all ISD teams to ensure consistent, quality service delivery across the entire enterprise.
  • Process Refinement: Identifying, analyzing, and correcting problems to prevent their reoccurrence, is a key priority for ISD. The program plans to continually examine and refine the incident management process and other service management practices to improve problem definitions, after-hours on-call processing, escalation procedures, etc.
  • Service Desk Expansion: The program will expand the role and capabilities of the ISD Service Desk to handle additional ticket types to ensure effective use of ISD’s resources.
  • Review and update Countywide technology policies and standards are needed.


Author: Cindy Chen     Contact Email: CChen1@smcgov.org     Date Created: 01-25-2019