The National Oceanic and Atmospheric Association (NOAA) required a service desk deployed to migrate and transition the existing NOAA help desks into one consolidated “Service Desk.”
Tasked with the creation of the interface, now called the National Service Desk (NSDesk), ActioNet worked to facilitate these services into one system.
The building of a FISMA Moderate compliant infrastructure such as NSDesk is typically a yearlong effort with several dedicated infrastructure and security personnel, as there are over 170 main controls plus enhancements that need to be satisfied and independently verified.
Further, the project included successfully building and testing a fully redundant disaster recovery (DR) system that provides NSDesk with a secondary “hot site” for the call center.
In approaching the planning and implementation of this project, ActioNet staff utilized the best of our ActioNet Service Management® and Agile engineering disciplines to meet tight deadlines and exceed customer expectations. The planning phase of NSDesk required us to work closely with the NOAA line offices to develop a common service catalog and customized ServiceNow portal for NSDesk and work across multiple disciplines to achieve success.
During the planning phase, the NSDesk team established several Integrated Project Teams (IPTs) with NOAA to focus on business practice, service level management, communication & outreach, security, quality and migration of existing help desks to NSDesk. Each of these IPTs met on a weekly basis and had clearly defined charters, RACI Matrixes, and deliverables.
In the last 6 weeks of the planning phase, we defined weekly “Sprints” and had daily tag ups to address any challenges and ensure the team had level set expectations and priorities.
The first three weeks after “Go-Live,” we had daily tag up calls between the customer and NSDesk to gain feedback on processes and discuss challenges.
During the first quarter of service delivery, the team held a daily 9am tag up call. The meeting was used to discuss status, strategy and address challenges. The team input allowed for collaboration and transparency.
NSDesk is ActioNet’s first ITIL compliant Contractor Owned/Contractor Operated IT Service Management solution with a FISMA Moderate ATO. This offering is part of ActioNet’s larger ActioNetCloud® suite of service offerings and allows customers to avoid the need for up-front investment to build a call center from scratch.
Today, the team meets weekly to discuss NSDesk priorities. During the meeting, change management, product releases, customer concerns and any ad hoc requests for deliverables are thoroughly discussed and vetted. Everyone is encouraged to share their concerns and contribute ideas that would support program quality and continual service improvement.
This ITIL-based service desk provides NOAA with a Single Point of Contact solution that includes ticket creation, tracking, and monitoring through ServiceNow, remote desktop support through Bomgar, and an automated call distribution through Cisco unified communication services.
The client has been extremely satisfied with our service delivery and has requested that we utilize the SLAs defined under NSDesk for the IISC contract (Tier 2/3). We were also able to identify additional 50% First Call Resolution (FCR) opportunities, by identifying tickets that Tier 1 could resolve with Bomgar and escalated privileges. The customer welcomed our trends and analysis, and uses NSDesk as a model throughout NOAA. In addition, we are currently defining value add services, such as guidance to the customer for customized workflows.
In summary, we successfully accomplished the following:
- Met or exceeded phase 1 and phase II SLAs and KPIs
- Met or exceeded FCR target
- Consistently met or exceeded Response SLAs since go-live
- Customer Satisfaction rating over 97%
- Large repository of searchable Knowledge Base (KB) articles:
- Over 700 Tier 0 self-help Knowledge Articles (KA) to date
- Standardized the KA to improve search functions using meta tags
- Instituted strict guidelines for writing and publishing KAs
- Over half of the team ITIL v3 certified
- Pro-active in customer communication
- Morning calls to each line office
- Often reporting issues to line offices prior to customer communication
- Call Abandonment Rate below established targets