Service Center Consolidation

About the Program

Category: Information Technology (Best in Category)

Year: 2012

In 2010, King County undertook an initiative create one IT Service Center, with the goal to align all the help desks across the Executive Branch departments into a single service entity. This effort involved significant investments in new hardware, software, and business process re-engineering, implementation of efficiency tools such as remote desktop management and automated call distribution. This program implemented a new, easy to use self-service portal for accessing IT help online. The self-service portal provides a single point of access for assistance with questions and problems, adding attachments to a ticket, viewing a history of previously reported issues, adding notes to existing tickets to provide additional information. In an era where government accountability and visibility are high priorities, this program has been a great success for King County. With this program, users can now complete tasks much more efficiently than before.