Posted byCustomer Care Center

Susan Elias, Customer Care Center March 10, 2017

Everyone Pitches in During TELPAS

For some technology employees,

TELPAS testing is an adventure!

Everyone steps up and helps each

other out. When doing so, they

sometimes sit at each other’s cubicles

and help out with another employees

assignments.

Arlicia Netto

searching iSupport for

TELPAS Service

Request.

Zuhura Gober

assisting with

answering calls for the

Customer Care

Center.

Glen Carpenter and

Ray Leung drop by the

Customer Care Center

to discuss wireless

network issues and

TELPAS.

Posted byCustomer Care Center

Susan Elias, Analyst, Customer Care Center March 10, 2017

This week was the 1st week of TELPAS. Arnold Middle School was in need of technical assistance for

TELPASS, due to their campus technician, Heidi Ripley, being unavailable because of health

reasons. Tammy Maaz, the 8th grade Counselor and Bridgett Milligan, the Director of Instruction, at

Arnold, reached out to the districts technology department and was assigned Susan Elias, a former

technician at Arnold. This arrangement worked out very well for all involved with TELPAS at Arnold

Middle School.

Tammy Maaz Bridgett Milligan

Posted by

Customer Care Center

Susan Elias, Analyst, Customer Care Center March 10, 2017

Different Departments in the District Pitch in

to Assist the Customer Care Center

This week the Customer Care

Center would like to say

Thank You to those

employees that assist the

District in many different

ways. Tommy Sanders with

the HVAC department and

Genesis Ruiz with Student

Services, are just a couple of

examples of

Tommy Sanders assist in

making sure that the air and

heating system runs smoothly at

the Customer Care Center.

Genesis Ruiz, the receptionist

at ISC-West, assists the

Customer Care Center with

translating Spanish for

customers needing assistance.

Posted by

1,714 submissionsThis week we begin sharing the service requests

submitted into the entire system. Our team works

diligently to address the needs of the customer. Chart

1 shows 42% of our service requests were closed

within 1 day of submission. Chart 2 shows that 55%

of our requests were focused on the instructional

needs. Chart 3 shows 65% of the submitted issues

were closed before the end of the week. Reviewing

this information will allow our teams to analyze the

completion rate and status of our service requests.

Customer Care Center

Jennifer Miller, Director, Technology Support Services – Performance Excellence March 10, 2017

This Week’s Service Requests in Review

Chart 1

Chart 3

Chart 2

March 10, 2017

Service Request Support Distribution

Customer Care Center

Posted by Jennifer Miller, Director, Technology Support Services – Performance Excellence

Key Performance Indicator: Resolve at least 70% of received requests independently within the Customer Care

Center team.

March 6–10, 2017

Customer Care Center

Service Request Resolution Distribution

March 10, 2017

Service Request Age Resolution Distribution

Customer Care Center

Posted by Jennifer Miller, Director, Technology Support Services – Performance Excellence

Key Performance Indicator: Resolve at least 50% of received requests within one day at the Customer Care

Center.

2015-16 and 2016-17 Customer Care Center

Service Requests Closed Within 1 Day

This Week In Review

Age of Service Requests

Created by the

Customer Care Center

Posted byCustomer Care Center

Arlicia Netto, Analyst, Customer Care Center March 10, 2017

Customer Care Center Root Cause Analysis

Reviewing the service provided by the Customer Care Center is important in order to determine how best to

prepare for future support. Spending time taking care of the needs of customers is the most important job the

Customer Care Center performs.

Posted by

Customer Care Center

Susan Elias, Analyst, Customer Care Center March 10, 2017

Weekly Words of Wisdom

You and the work You do are Important. You

matter. You make a difference. Remember,

many times the difference is unseen.