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Q&A
Staffing for Passport help desk
1:18:35
ยท
136 sec
Council Member Julie Won inquires about the staffing situation for the Passport help desk. Lisa Flores provides details on the current staffing levels, vacancies, and the process of addressing tickets.
- There are 18 budgeted positions for the help desk
- Currently, there are 4 vacancies, leaving 14 people working on the service desk
- The vacancies are not subject to the typical hiring freeze, and MOCS is working with OMB to fill these positions quickly
- The help desk process involves:
- Initial triage by service desk personnel
- Escalation to IT, finance, or procurement operations teams for complex issues
- The average salary for these positions was not immediately available
Julie Won
1:18:35
So how many staff members are there dedicated to working on the help desk requests?
Lisa Flores
1:18:40
I believe at this time, and Helena will correct me if I'm wrong, I believe we have 18 budgeted.
1:18:46
Is that correct?
1:18:47
18 budgeted.
Julie Won
1:18:48
18 budgeted with no overtime for weekends and evenings.
1:18:54
And are these 18 budgeted headcount employees this is their stand alone job.
1:19:00
This is their main position.
1:19:01
Are there any non stand alone positions who are also pitching in to answer the high volume of requests?
Lisa Flores
1:19:09
So we we have I will say this.
1:19:13
Responding to a ticket, determining the solution to the ticket is a little bit of all hands on deck.
1:19:19
And just to take you, like, you know, the journey of a ticket.
1:19:21
Right?
1:19:21
The ticket comes into a service desk person.
1:19:24
That person is doing a call center triage and trying to determine, A, is this actually a system issue, or is this a user issue?
1:19:35
And then responding appropriately.
1:19:37
If it's a user issue where they just pushed the wrong button and you could fix it, responding it that way.
1:19:42
If it's a technology issue that requires a fix, then that is going to go to other folks in our staff who are not in the service desk to help solution, the fix.
1:19:53
So it might be our IT team.
1:19:54
It might be in collaboration with our finance team or our procurement operations team.
1:19:59
But the folks who actually are the incoming for tickets, that is their only that is their only job.
Julie Won
1:20:04
And are all your 18 positions currently filled?
Lisa Flores
1:20:07
No.
1:20:08
We currently have vacancies.
Julie Won
1:20:09
How many vacancies do you have?
1:20:12
Four.
1:20:13
So you have 14 people working on service desk.
1:20:18
And are these four vacancies subject to the two to one hiring freeze?
Lisa Flores
1:20:25
We are working with OMB to streamline and get these folks hired as quickly as possible.
1:20:31
We've been working very closely in partnership with OMB on these particular positions.
Julie Won
1:20:35
And what is the average salary of this position?
1:20:39
Know, I'm gonna need a job soon.
Lisa Flores
1:20:44
I I don't know that I have that in front of me, chair one, but I can definitely get get back to you with that afterwards as
Julie Won
1:20:51
a follow-up.