INFORMS HCM Remedy Ticket & Call Center Dashboard

About the Program

Category: Information Technology (Best in Category)

Year: 2023

In June 2022, Miami-Dade County implemented the INFORMS Human Capital Management (HCM) system, which resulted in a high volume of employee support ticket creations and service desk calls. To address this, the IT Service Management team collaborated with the Enterprise Resource Planning (ERP) Team to develop a new INFORMS Ticket and Call Center Dashboard using Power BI. The dashboards combine data from multiple sources and provides a comprehensive view of ticket and service desk call details and statistics. The dashboards features a range of filters, allowing end-users to organize and present data in many ways. By using the INFORMS Ticket and Call Center Dashboards, end-users are able to capture business intelligence and insights to make proactive decisions and take corrective actions. The dashboards significantly improved end-users' response time in researching inquiries and provided greater transparency, allowing individuals to verify results, correct errors, and adjust resources as required. The dashboard has been instrumental in increasing efficiency and effectiveness with ticket creation, assignment, and support, providing the ability to make data-driven decisions helping to improve the overall support process.