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


In order to improve customer experience, better measure, support, and increase satisfaction, the Client Success Program takes both a proactive and responsive approach to service delivery. This Program provides services to assist the County in its information technology and customer support needs. The Program does this 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 the Department's liaison and escalation point for issues, collaboration opportunities, and overall communication. The ISD Service Desk serves as a central point of contact for users to report incidents and make requests of the Department. The group also resolves a good portion of the tickets opened, including recently taking ownership of Mobile Device Support tickets. The County Telephone Operators are available 24 hours a day, seven days a week to provide switchboard services and call assistance connecting the public to County departments and services.
The Department has completed an organizational restructure, and as a result, two new Programs were created and two were changed. Due to the restructure, at the start of fiscal year 2017-18 some performance measures were closed out allowing for the creation of new performance measures that hold relevance to each Program. The Client Success Program closed out the Customer Satisfaction and Severity 1 measures and replaced them with two new measures: Percent of Total 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 2017-18 Mid-Year Story Behind Performance

Percent of Tickets Created on the Self-Service Portal
The Department 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. The target of 35 percent for this measure has been exceeded at 42 percent at mid-year. As the Self-Service portal will continue to be promoted at monthly meetings with customer departments, the Department expects to see a rise in this percentage at the end of fiscal year 2017-18.

Percent of Total Tickets Resolved by the Service Desk
The percent of an information technology organization's tickets resolved by its help desk is an indicator that measures the organization's ability to distribute support appropriately across the 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. This measure is currently meeting the 40 percent target. Plans for the Service Desk to take on more types of tickets should increase the fiscal year end percentage.

Service Desk First Call Resolution
This is a common customer satisfaction metric that measures an organization's ability to address the customer's need during their first interaction without requiring them to follow up. Not only do multiple interactions frustrate customers, but follow-ups also increase overall call volume which can lead to the need for more resources to answer calls. At 93 percent, this measure is exceeding its target of 75 percent. This high score resulted from a change in our calculation method to only include ISD Service Desk tickets instead of all tickets assigned to the Department, in order to get a better understanding of this level one support team's performance in handling tickets at first interaction.
Future Priorities
  • Better manage customer relationships by adding rigor to the tracking and management of customer requirements and feedback using customer data and standardized processes
  • Create and communicate a set of customer service standards for all teams that interface with customers to ensure consistent, quality service delivery across the enterprise
  • Create a standard protocol for service-related communications as part of an overall strategy that addresses the distribution of content internally and externally
  • Continually refine the incident management process and other service management practices to improve problem definitions, after-hours on-call processing, escalation procedures, etc.
  • Expand the role and capabilities of the ISD Service Desk to handle additional ticket types

Author: Cindy Chen     Contact Email:     Date Created: 01-29-2018