Call Center Support
Service Description

ETS offers enterprise level service, Monday-Friday 7am-5pm, Tier-1 support to agencies as an alternative to managing their own internal service desks.

Government entities are finding that even though they provide unique services, they share commonalities when it comes to supporting their customers. The philosophy of an enterprise service desk is to blend people, process, and technology in a way that efficiently and effectively supports customers.

Customer Benefits

People - An enterprise service desk allows for the widest window of coverage using the most efficient level of staffing. It leverages the skills of customer-centric analysts to log, categorize, prioritize and in some cases resolve incidents; thus freeing more technically focused staff from constant interruptions and reprioritization of work. Customers also love having a single point of contact to report problems, ask questions, request information, and provide feedback.

Process - A common framework for incident management has been adopted from the industry "best practices" published within the Information Technology Infrastructure Library (ITIL). The enterprise process manages incidents throughout their life-cycle; even if they cross agency boundaries. Guidelines have been adopted for common components, such as categorization and prioritization. Service Level Objectives have been defined to help manage customer expectations. Key Performance Indicators are collected to measure results across the enterprise.

Technology - A toolset for managing incidents across the enterprise has been implemented. Incidents may be transferred from one business unit to another, yet data can be secured to meet the requirements of each agency. By sharing hardware components, software licensing and administrative resources, a feature-rich system is obtainable at an affordable price.

Customer Responsibilities
Ensure agency resources are available, to review and address deliverables within the designated time frame once the call has been placed with the help desk. Actively participate in bringing issues to resolution, and involve ETS as soon as possible to assess issue and availability of ETS resources.

ETS Responsibilities
ETS’ Technology Support Center is the “Single Point of Contact” for all incidents, problems, questions, requests and feedback. The Technology Support Center can be reached Monday-Friday 7am-5pm.

Service Level Objectives
The following criteria are the quality of service benchmarks established as the expected performance goals of this service.

 Category  Evaluation Criteria   Target
 Availability  The call center is available for full services Monday-Friday 7am-5pm. Working Hours
Incident Responsiveness The call center will respond in a timely manner to requests, creating a ticket, and a blog entry where appropriate. Repair technicians will be assigned and alerted quickly for those requests where a break/fix condition is noted. Service escalations are automatically performed and monitored when needed. Calls, Emails, and Tickets are answered and responded to with urgency.