District Support and Customer Service Strategic Plan

Summary

The District Support & Customer Service Department provides hardware and software support for all district purchased computers and peripherals in the school district. It’s specific areas of service include planning for new construction, acquisition of new equipment, salvaging older equipment, technical specifications for hardware and software, technology deployment, continuous technical support, and the Service Desk.

Technology Operations and Customer Service

Goal 1

Increase Technology Support productivity through use of cultural changes and team building.

Build a positive culture of collaboration and communication.

Improve and equip technicians with customer service and technical skills.

Goal 2

Provide a standardized first level support experience between support groups.

Select a standardized communication plan between teams.

Promote a cooperative environment between IT support areas.

Goal 3

Adapt support structure to offer a focused customer support process increasing technology perception in AISD.

Analyze performance metrics to streamline processes.

Continual knowledge improvement of Service Desk technicians for focused support.

Utilize customer feedback to improve service offering.

Technology Operations Assets

Goal 1

Automate accurate reporting of device use and assignment to aid in efficient purchasing.

Automate device use identification based on user log-ins to obtain timely device activities information.

Accurate reports to guide administrators and procurement initiatives.

Goal 2

Identify specialized department technology needs to aid in student success and expand technology standard.

Procurement of technology/software.

Produce standardization for Assigning/Replacing/Disposal of devices during life cycle.

Goal 3

Create up-to-date procedures by Asset and Procurement.

Document all procedures performed by Asset and Procurement.

Goal 4

Modernize asset label identification.

Explore types of label for durability with removal resistant.

Evaluate design of label.

Distribution of new label through district.

ServiceNow Management

Goal 1

Develop and Educate a more robust Virtual Agent to assist users in the Service Portal.

Implement ServiceNow's Virtual Agent, Machine Learning, and Predictive Intelligence to assist users with questions or issues navigating the Service Portal.

Goal 2

Develop a user-friendly, easily accessible document library for system-generated documents.

Develop an easy to navigate document storage library for retrieval-on-demand of system generated documents, such as contracts, contractor badge requests, Off-Duty Officer/Vendor event timecards, etc.

Goal 3

Integrate more departments into ServiceNow, developing more non-IT services on the platform.

Bring more non-IT departments to the platform to streamline their processes and service offerings. Examples being Special Education, Purchasing, HR, Student Outreach Services, and Occupational Therapy/Physical Therapy.

Client Services and Solutions

Goal 1

Configure the Google Workspace Admin according to industry standards.

Improve the organizational structure of GAC.

Implement a process to manage the user profiles.

Setup the device settings based on the audit recommendations.

Goal 2

Evaluate and maintain our printer environment.

Create a maintenance schedule for operational tasks throughout the school year.

Solve the communication issues of the copiers listed in the not communicating report from Canon.

Implement a proof of concept for uniFLOW On-Line.

Goal 3

Expand applications and Windows updates to increase the district's security posture.

Maintain applications and operating systems up to date.

Implement Windows 11 on new devices starting on January 2024.

Goal 4

Enhance the end user experience with JAMF.

Build a software repository for the MACs.

Create a administrative package for technicians.