Local County Government – Improving User Support and Reporting
The local, county government of a 125-year-old thriving community in Wisconsin needed to build out a level 1 support model for their users including Circuit Court Services, Public Works, and other Health & Human Services staff. The new model needed to not only support the users, but provide insights into the types of tickets and issues those users were experiencing.
Challenge
The county’s internal support staff handles level 1, level 2, and level 3 support. The team did not have the resources to scale with the county’s growth, planned support changes, upcoming upgrades, and application changes. Engaging an outsourced service desk partner would allow the county the stability and scalability they needed to allow their internal support staff to focus on upgrades and rollouts.
Solution
Besides setting up a level 1 service desk to support the county’s users, Mechdyne provided an ITSM tool to track tickets and report on trends to enable more informed decision-making. The daily, weekly, and monthly reports highlight trends from the user population to track what department is having issues and with what application(s). Each report includes service enhancement recommendations as well as more granular details to help application owners.
Outcome
Mechdyne has delivered on the client’s need for a “one-stop-shop” for all IT needs whether that’s Service Requests to order hardware for a user’s department, resetting passwords, or assistance with one of their main business applications. The County staff receive quick support so they can get back to serving their community and decision-makers are better informed enabling their county to continue to thrive.