Enterprise Tier 1 and 2 Service Desk

SITUATION

Our client, a Fortune 50 Federal Integrator, engaged us to help relocate, build, manage and provide continuous improvement of a Tier 1 and 2 Enterprise Service Desk for the TSA. The service desk call volume was more than 21,000 calls per month, and the TSA needed a partner who could restructure the program in order to reduce their response, resolution, and escalation times, as well as improve overall customer satisfaction.

SOLUTION

In order to meet the end customer’s expectations pertaining to timely incident resolution and improved customer satisfaction, we implemented a solution based on our Support Center capabilities. Our team first performed a current state assessment, using historical data and call metrics to develop a resource strategy, shift schedule and future state vision. Our ITSM Subject Matter Expert and Operations Manager worked with the client's Program Manager to analyze all activities in the current state of the incumbent, traveling to their facility to tour their operations, identify gaps in existing knowledge files, and prepare to transition the program. Additionally, our team partnered with the client to develop and stand up an onboarding training program and program-based training.

Simultaneously, our delivery teams began building a robust pipeline of cleared and available resources at the beginning of the transition, more than seven months before the go-live date. During this time period the team recruited, retained and cleared a pipeline of over 150 resources for the 65 required positions, maintaining a robust number of cleared resources prepared for rapid deployment to prevent downtime in the event of any attrition. After the go-live, our Engagement Manager regularly provided data analytics and process improvement recommendations throughout the engagement.

RESULT

As a result of our solution deployment and diligent management of our team of consultants, our team achieved the following performance metrics throughout the engagement:

• Reduced average call resolution time from 25 to 15 seconds
• Reduced average time to escalation from 15 to 10 minutes
• Maintained less than 5% attrition rate
• Achieved 4/5 rating on 90% of customer surveys
• Met expectation to resolve all issues within 36 hours

In order to keep our client on budget, we assisted in transitioning management of the team back to the client after successfully establishing the center.