INEGI Help Desk Improvement

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INEGI Help Desk Improvement
Ulises AguilarSolution Architecte-NFINITO
Gloria GamaHelp Desk ManagerINEGI

• Antonio HerreraSoftware ResearchINEGI

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National Institute Of Statistics, Geographic And
Informatics
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National Institute Of Statistics, Geographic And
Informatics
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Agenda

• About INEGI
• Help Desk Current Environment
• The New Help Desk System
• Solution Demo
• Self Served Help Desk
• Attending Service Requests
• Knowledge base
• QA

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About INEGI

• Collect data from multiple sources
• Produce information from censuses, surveys and
  administrative records
• Provide official statistical and geographical
  information to general public

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About INEGIOrganization

• Over 20,000 employees
• Country divided in 10 regions and 32 states
• Headquarter in Aguascalientes
• INEGI has 46 Information centers

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About INEGIProducts and services
Printed
Optical
On line
www.inegi.gob.mx
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Current EnvironmentHelp desk

• Over 22,000 internal and external users
• 2,000 user requests per month
• 60 operators
• 6 different types of main problems
• Interact with 50 technicians acrossthe country
• Based on internal development methodology

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Current EnvironmentOperational diagram
Help desk operator
Requestattended
Call request from users
Send request
Requestattended
Technical areas
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Current EnvironmentTechnical Structure
OperatorRecord request
UserRequest phone call
Technical areaAttend request
UsersRequest over
Infopath form onSharePoint Site
ExcelReports
Users
Help desk repository
TechnicalSolutions
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Current EnvironmentChallenges

• Difficulty in reporting
• Dispersed systems for Technical solutions and
  Help desk repository
• Lack of tools for monitoring service quality
• Difficult to provide new services for external
  users
• No tools for self-service

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Help Desk SystemGoals

• Have an INEGI help desk to better serve the
  Institute community
• Have policies in place, enabled by the new
  technology and capabilities of Office 2007
• Ensuring quality output from the help desk and
  its processes
• Improve the flexibility and fluidity of the help
  desk

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Help Desk SystemNeeds

• Provide service in intranet
• Improve service to Help desk users
• Identify types of problems and resolveit in less
  time
• Track the service ticket
• Estimate time to resolution

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Help Desk SystemNeeds

• Provide a robust web-based self-service Knowledge
  Base system
• Implement user feedback process
• Improve reports for level of service
• Improve management of Help desk system

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Help Desk SystemNext Steps

• Deploy to 50 internal users
• Implement for all users on intranet
• Implement for external users on extranet
• Scale to project of census and surveys
• Service 3,500 requests per month

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Help Desk Solution Demo

• Ulises Aguilare-Nfinito

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Help Desk Solution With Office System 2007
Feature Set
Sending task notificationsEmail and Calendar
integrationCustomer Satisfaction Surveys
Performance Dashboards, Status Reporting
usingExcel Services and BI wps
HELP DESKSOLUTION
SharePoint Siteas the base ofthis solutionUser
Profiles for Technical Expertise
Infopath-basedforms and workflow with smart
client and browser interfaces
Self-service with Knowledge Base searchService
Request metadata search
Integrated KB articles, FAQs and web content,
authoring and publishing
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INEGI Help Desk SystemProcess
Intranet Help Desk Portal
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Service Request InfoPath web form
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Knowledge Base web site
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Self Served Help Desk With KB

• Help Desk Portal
• Single point of entry for request trackingand
  management
• Regional and Technical Area Sub sites
• Knowledge Base Portal
• KB Articles and FAQs
• Content Authoring using browser
• Approval and Publish Workflow
• Publishing HTML
• Search
• Service Request InfoPath form
• Filled and Submitted by the user
• Workflow initiation
• Integrated with AD and SMS DB

KB sub site
Service Request InfoPath web form
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Views, Reports, And Dashboard

• Our Help Desk solution use Office 2007 BI
  features to easily integrate information in a
  Dashboard

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Solution Delivers

• Streamlined processes for better service quality
• Integrated systems
• Improved reporting, monitoring and tracking
• Self-serving solution
• Consistent and reusable services
• Improved customer satisfaction

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