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Q&A
Passport system help desk challenges and backlog
1:16:13
ยท
142 sec
Lisa Flores addresses Council Member Julie Won's questions about the challenges and backlog faced by the Passport system help desk. She explains the current situation and reasons for the delays in response times.
- The help desk currently has a backlog of over 10 to 15 days for ticket responses
- The goal response time is two days, which has been met in the past
- Staff is working overtime, including weekends and nights, to address the backlog
- Reasons for the backlog include:
- Increased number of users and activities since decommissioning Accelerator
- Recent major releases of Passport Vault and subcontracting module
- Typical post-release uptick in tickets that hasn't yet stabilized
Julie Won
1:16:13
A lot of groups have reached out for assistance.
1:16:15
So a lot of nonprofits have reached out for assistance with passport systems, and they describe typically they face an average of fifteen to twenty business days of delay until they receive a response from the help desk.
1:16:28
So is the help desk only for organizations seeking assistance?
1:16:31
What is the current backlog of help desk help desk requests?
1:16:35
And approximately, how many requests are submitted per month?
1:16:38
And how many staff do you have working on these requests?
Lisa Flores
1:16:40
Thank you for the question, chair Juan.
1:16:43
So we do have a current backlog.
1:16:47
I would say that our service desk our service desk, you know, holds our we hold ourselves to a standard of white glove service, which takes questions both from providers, any contractors either doing business or interested in doing business with the contractors either doing business or interested in doing business with the city, and our agency users.
1:17:08
We are, as you mentioned correctly, at a current backlog of over ten to fifteen days, in some cases, of responding to a ticket.
1:17:18
Our goal, which we have met before, is two days.
1:17:21
And we are working staff is working weekends, nights, and really trying to get through that backlog.
1:17:29
I think part of, as I mentioned in my testimony I can give you some of the numbers in a moment of specifics in terms of tickets.
1:17:40
Some of the reasons why we have a backlog is, as I mentioned earlier, we have a huge increase in the number of users and activities since we decommissioned Accelerator and brought all of that activity into Passport.
1:17:55
And so with the number the user base activities increasing, and our recent releases that were major releases for Passport Vault and subcontracting module, we have what traditionally after release, you see an uptick for a short period of time in tickets, and then it stabilizes.
1:18:17
We haven't yet been able to get to that stabilization point.
1:18:20
But we have been taking steps internally to change some of our processes to hope seeing improvement.
1:18:27
As I said, staff working around the clock.
1:18:30
I mean, we're working closely with ONB on sort of what our needs are to handle the new volume.
Julie Won
1:18:35
So how many staff members are there dedicated to working on the help desk requests?