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Hi, I am Andrew Stevens, Manager of Network Services at the Division of Industrial Accidents
– one of the agencies in the Executive Office of Labor and Workforce Development
– or EOLWD, as we call it. EOLWD is made up of six agencies with over
fifteen-hundred employees. These employees provide a variety of workplace safety and
workers’ compensation services to taxpayers. But we are probably best known for our work
with job-seekers and employers – managing the day-to-day delivery of unemployment benefits
online and through our call centers. As you can imagine, in order to deliver these
vital services consistently, our IT systems simply have to work without major interruptions.
That may seem obvious, but it is only when something does not work that everyone thinks
about how we keep our systems up and running. At EOLWD, we have made great strides in keeping
our systems up and running – in particular through a recent IT project that consolidated
the helpdesk services we provide to our employees. Before we started our consolidation project,
individual agencies within EOLWD either relied on their own helpdesk staff or else had no
formal helpdesk at all. That meant that each time one of our employees
ran into a technical difficulty, it was handled in whatever way worked for that group at that
time. While many employees did get the help they needed – and their issue resolved
– others had to wait – and often had no formal process for follow-up and resolution
of their issue. We knew that moving to a consolidated helpdesk
model for the entire Secretariat would give all employees a consistent method for dealing
with the common technical issues that arise in the course of daily business. But we also
knew that consolidating would be a big undertaking. So, here is how we handled it...
First, we formed a working group of IT staff members and asked them to research and identify
the best helpdesk tool for the job. We then asked them to develop a plan for rolling out
a single, cohesive model for all EOLWD employees. To do so, the group met on a weekly basis
to work through all the issues we anticipated – as well as those we had not foreseen.
And now, having rolled out the plan in the first half of this year, I can tell you the
results have been very impressive!
We now have one phone number and email address that connects all EOLWD employees with a dedicated
helpdesk team that provides them with a consistent level of service and quicker resolution of
issues across the board. As a result, all of our helpdesk members are
now on the same page – leading to quicker problem resolution and a more straight-forward
process for gathering the metrics that let us track how we are doing.
So, thanks to the Helpdesk Team at EOLWD for their hard work and perseverance in making
this project such a success – and thank you for watching.