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Q&A
Analysis of help desk tickets and improvements to self-service
1:20:51
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107 sec
Lisa Flores explains the processes for analyzing help desk tickets and improving self-service options for the Passport system. She outlines several strategies and upcoming changes to address user issues more efficiently.
- Tickets are categorized to identify common issues and root causes
- Close collaboration with contractors to determine if issues are user-related or system-related
- The change management and learning development teams use ticket information to improve training and documentation
- Monthly webinars and YouTube videos are available for user guidance
- New intake forms and processes are being implemented to better categorize and address tickets
- Ongoing efforts to decrease the number of incoming tickets through targeted interventions and improved self-service options
Julie Won
1:20:51
a follow-up.
1:20:51
Okay.
1:20:51
So we'll follow-up.
1:20:53
And is there some sort of synthesis or analysis being done of the incoming tickets so that we can have an analysis of frequently asked questions or self-service for a lot of the issues that come up?
Lisa Flores
1:21:05
Absolutely.
1:21:06
So there there's a few ways that we've been doing that and then, some changes that we're gonna be, making, I think, this month, to improve that process.
1:21:16
So we do kind of categorize those tickets.
1:21:18
And, again, after a release, we work really closely internally and with our contractors to determine whether or not it's a user issue or a root cause as a result of the release.
1:21:29
And so we've categorized those around sort of new functionality or potential user issues.
1:21:36
We are also working, and we have been working really closely, whether it's a new release or analyzing our tickets with our change management team and our learning development team so that we are actively sort of taking that information and either adding additional classes or tweaking our learning development tools to specifically address some of those needs that may just be user entry that they need additional information.
1:22:01
As you know, we have something called our contracting road map, where we do our monthly webinars.
1:22:07
And we make those available on YouTube so that even if you went to the training and you need to go back and pause the video to figure out how to do that step again, we push that information out consistently.
1:22:18
We are instituting new intake forms and processes, I believe, this month in order to sort of further categorize the buckets of those tickets so that we can continue to make those efforts on how we can have interventions to decrease the number of tickets coming in.