Customers such as The Department of Energy and the National Oceanic and Atmospheric Association (NOAA) each desired a managed service desk solution for agency end-user IT support. These customers had existing on-premise contact centers and support that would be transitioned to a centralized managed shared services mode, with the contact center moving off premise, to be more scalable, modernized, and expansive in terms of support provided. Walk-up service was moved to a depot-style model, and deskside support transformed to service tiers, including VIP service, and dispatched from Tier 2/3 locations with convenient access to end-users.
The Need
Tasked with the provisioning the service for an agency, we leverage our ActioNetDesk capabilities to integrate into the customer environment any or all of the aspects of the service desired – ranging from the contact center’s full T0/1+ offering, through remote, on-call and on-premise Tiers 2+, including VIP service. The service is driven by ITIL, HDI and CX processes, and the contact center meets Government security requirements for FISMA and CMMC compliance. Further, ActioNetDesk’s Tier 0/1+ services is fully redundant, and delivers the high availability expected of a ‘utility-style’ service, meaning it’s always on during required operational hours – up to 24/7.
The Solution
In approaching the planning and implementation of this service, we leverage our ActioNet Service Management® and Agile engineering disciplines to meet tight deadlines and exceed customer expectations. The planning phase of integrating the service into an agency environment requires working closely with the agency stakeholders to deliver a robust service catalog and customized portal, powered by ServiceNow, though other ITSM tools, such as Remedy, can be incorporated if the agency has an existing investment.
During the planning phase, our team establishes a project team to focus on schedule, information discovery, service level management, communication & outreach, security, QA, and transition of the existing service desk(s) to ActioNetDesk. The project team will then drive the migration to the ActioNetDesk managed service to a successful “Go Live” date.
The Result
As examples, for NOAA and DOE, ActioNetDesk became both agencies’ first ITIL and HDI compliant Contractor Owned/Contractor Operated (COCO) managed service solution, inclusive of an ‘umbrella’ FISMA Moderate ATO for the ITSM tool. This offering is part of ActioNet’s larger ActioNetCloud® suite of service offerings and allows customers to avoid the need for an investment in an on-premise call center.
Our ITIL/HDI-based service desk provides NOAA, DOE and other agencies with a Single Point of Contact (SPOC) solution that includes user self-service and/or call/chat/email contact, ticket generation, tracking, and monitoring via the ITSM tool, remote/dispatch/on-premise user support, and a cloud-based, FedRAMP certified automated call distribution capability.
Highly efficient and scalable, our ActioNetDesk service has achieved the following for our customers:
- Met or exceeded all SLAs and KPIs, including call/ticket handling, response and resolution metrics
- Met or exceeded agency FCR targets
- High Customer Satisfaction ratings (97+%)
- Large repository of searchable Knowledge Base (KB) articles
- Proactive in customer communication and interactive user accessible dashboard
