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Hawai'i County IT Help Desk Flowchart. <br /> <br />Improvement Opportunities | A Guide To The County Of Hawaii's Process. <br /> <br />Example: KPI's absent that should support the program: <br /> <br />User Submits Ticket, <br /> <br />Next <br /> <br />An acknowledgement email is sent to the submitter, <br /> <br />Next <br /> <br />Ticket is received to the Ticketing System Inbox. <br /> <br />Ticket Inbox is monitored by DIT personnel. Tickets are received and categorized. <br /> <br />Next <br /> <br />Ticket is assigned to appropriate staff for mitigation. <br /> <br />Data is gathered understand the issue presented, and to provide a series of potential solutions. <br /> <br />Next <br /> <br />Staff makes contact to begin the resolution process. <br /> <br />Next <br /> <br />A potential solution is recommended to either resolve the issue or eliminate suspect cause(s). <br /> <br />This step is repeated until potential solutions are exhausted, or problem is resolved. <br /> <br />Next <br /> <br />Issue is resolved , ticket inquiry is satisfied, or issue is deemed "not fixable." <br /> <br />Finally <br /> <br />Ticket is closed. <br /> <br /> <br />1. Average Speed of Answer (ASA): This measure the average time it takes for a helpdesk agent to answer a call or respond to a chat or email. A lower ASA indicates that the helpdesk is responsive and able to handle customer inquires quickly. <br /> <br />2. Ticket Resolution Time: This measures the time it takes for the helpdesk to resolve a customer issue or incident from the time it is reported. A lower ticket resolution time indicates that the helpdesk is responsive and able to quickly resolve customer issues. <br /> <br />3. Average Handling Time (AHT): This measures the average time it takes for a helpdesk agent to resolve an issue or incident. A lower AHT indicates that the helpdesk is efficient at handling customer inquiries and resolving issues. <br /> <br />4. First Call Resolution (FCR) Rate: This measure the percentage of issues or incidents that are resolved during the first contact or interaction with the helpdesk. A higher FCR rate indicates that the helpdesk is efficent and effective at resolving issues. <br /> <br />5. First Contact Resolution (FCR) Rate by Channel: This measure the percentage of issues or incidents that are resolved during the first contact or interaction with the helpdesk across diferent channels, such as phone, email, or portal. This metric can help identify which channels are more effective at resolving customer issues. <br /> <br />6. Customer Satisfaction (CSAT) Score: This measure the satisfaction level of customers with the helpdesk's services. A higher CSAT score indicates that customers are satisfied with the helpdesk's performance. <br /> <br />Process improvement opportunities. <br /> <br />1. The acknowledgement e-mail does not include an estimated response time. <br /> <br />2. Categorization priorities are inconsistent with industry best practices. <br /> <br />3. For phone calls, no tickets are created. <br /> <br />4. When Help Desk refers the issue to another division, it stops tracking the resolution. <br /> <br />5. Techs will assign themselves work orders in queues. When called to a priority assignment or in the case of absences or vacations, call may sit unresolved for long period of time. <br /> <br />6. There isn't a clearly defined escalation process to ensure a timely response. <br /> <br />7. The end user does not know when the issue is being escalated. <br /> <br />8. The staff responsible for resolving the ticket should provide regular updates to the submitter to keep them informed of the progress. <br /> <br />9. There should be a documented process for identifying and implementing the best solution, such as a decision-making framework or standard operating procedures. <br /> <br />10. When helpdesk is unable to resolve the issue, they will occasionally leave the call open and unresolved for extended periods of time. <br /> <br />11. Once the ticket is resolved, it should be documented and stored for future reference or analysis. <br /> <br />Guide to the Process and Escalation, Source: Department of Information Technology 12-2022. <br /> <br />Compiled by the Office of the County Auditor based on source documents of DIT <br /> <br />The above graphic illustrates the County of Hawai`i`s high level ticket lifecycle. Added, (Left side, <br />enumerated) are elements or procedures absent, (KPI )s) or where improvement opportunities exist, <br />(process improvement opportunities). <br /> <br />Introduction 13 <br />