IT Customer Service Enhancements

About the Program

Category: Information Technology (Best in Category)

Year: 2016

In 2015, Hennepin County raised the bar on customer service and introduced a new level of personalized IT service for county employees. IT took big strides forward to revamp, revise and place the customer front and center. The first step took place in June when the IT Service Desk began a seamless service called “warm transfer” to directly connect the customer from an IT Service Desk staff to an IT Desktop Technician for continued, uninterrupted service. In September, a customer satisfaction survey was launched for every customer who opens a ticket with the IT Service Desk. In October, the Staff Computer Support Center - (SC)2 (called “s-c-squared”), opened; a welcoming, convenient place for county staff to receive face-to-face computer help with a Desktop Support Technician. The “storefront”, walk-in space, easily accessed off of a main atrium and with accommodations for up to six diagnostic stations, replaces the old setting of a cramped lab tucked back within a maze of cubicles. (SC)2 also has two presentation spaces for training, innovation activities and usability sessions. Recently, customer service took another step forward by introducing computer onboarding classes for new employees. Scheduled to compliment and coincide with Hennepin County Human Resource’s New Employees Orientation sessions, attendees receive basic computer familiarization and in-person assistance with their computer set-up. All of these steps have taken Hennepin County IT customer service to a new level: • Since the inception of “Warm Transfer”, the reduction in time to resolution improved by 65%. • The customer satisfaction survey already is identifying common threads and trends. • More than 615 staff have received personalized service in (SC)2 and nearly 63 of new employees have been trained on their computers.