Department of State (DoS) Consolidated Service Center.

August 4, 2016 Categorised in:

FEDDATA worked as a subcontractor on the project to consolidate 24 DoS Help Desks into a single Service Center.

dept_of_state1

Challenge:

  • Each DoS Bureau had a Service Desk for their users. Response times varied widely between Bureaus.
  • Large duplication of effort as each Bureau Service Desk had phone banks, desktop support technicians and senior level support personnel.
  • Provide level of quality provided by locally sited support personnel with a Department-wide Service Desk.

Solution:

  • A single Call Center was established.
  • Bureaus were moved from local to centralized call desk support on established cutover dates.
  • Desk-side support was changed to a combination of on-site and centrally dispatched support.

Victory:

  • Greatly reduced cost by eliminating duplicate phone banks, operators, local support staff and reporting.
  • Single, published response and resolution times for all Department sites in Washington, D.C. metropolitan area.

Affiliates

Fort Meade Alliance Central MD Insa Online BWI Partner
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