Enhancing self-service support platforms and workflows to deliver the highest levels of service

Bureaus & Offices: U.S. Department of State: Arms Control and International Security (T) Bureau of International Security and Nonproliferation (ISN), Executive Office (EX)

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U.S. Department of State: ISN/EX


From procurement to networking, telecommunications, business application training, and beyond, the Bureau of International Security and Nonproliferation (ISN) Service Desk provides a central point of contact and exceptional support spanning a full spectrum of support needs. As the ISN Executive Office (ISN/EX) looked to the next step in its evolution, leadership required a proven partner to deliver improved visibility, efficiency, and service.

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Laser-focused on customer service and transparency, our team made a number of sweeping improvements. We implemented solutions to enhance the business process model, increase visibility into the service request lifecycle, standardize service request processes and responses, and measure performance metrics. With a customer self-service portal and dashboard, teams can track and monitor progress from request to resolution. We also implemented real-time tracking and reporting to surface priority requests and bottlenecks, while also keeping everyone updated with proactive notifications.

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Now, with streamlined processes, a central dashboard, and new levels of transparency, leadership and team members have a complete and accurate real-time view into every service request and its status. Monitoring and measuring the service request lifecycle is easier than ever to deliver on the exacting standards of service which are the Service Desk’s goal.

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