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

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.