REMEDY HELP DESK SYSTEM

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REMEDY HELP DESK SYSTEM

• USDA NFC

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Topics of Discussion

• Implemented NFC Divisions and Staff Office
• Current Initiatives
• Future Plans

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NFC Organizations

• Information Resources Management Division (All
  Branches)
• Information Systems Policy and Control Staff
• Financial Services Division (Customer Support)
• Additional Groups (to be added)

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Current Initiatives

• Increase Availability
• Efficient Problem Notification
• Effective and Prompt Resolution
• Improve Customer Satisfaction

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Future Plans

• Management Reports (Service Level Agreements)
• Call volumes
• Ticket resolution rates
• Software Problem Reports (SPRs) Tickets
• Solutions Database
• Documented Proposed Solutions
• Staff consistent and highly trained

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Future Plans (Contd)

• Web Implementation
• Customers enter tickets
• Ability to check status
• Complete Survey Form

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What This Means

• QUALITY Customer Service
• IMPROVED Feedback and Response Time
• ENHANCED Customer Relationships

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• THANK YOU