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.

Outcome:

Reduce project completion duration and improve accuracy.
Improve incident resolution times by increasing team collaboration.

Improve and equip technicians with customer service and technical skills.

Outcome:

Establish a common platform for customer service and problem resolution.

Goal 2

Provide a standardized first level support experience between support groups.

Select a standardized communication plan between teams.

Outcome:

Congruent communication among all support teams.

Promote a cooperative environment between IT support areas.

Outcome:

Create awareness of IT support areas responsibilities, and cross-train staff to improve problem resolution and escalations.

Goal 3

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

Analyze performance metrics to streamline processes.

Outcome:

Use data to reduce call wait times and increase customer satisfaction.
Provide team members performance metrics on customers interactions.

Continual knowledge improvement of Service Desk technicians for focused support.

Outcome:

Increase support analyst knowledge and skill levels providing confidence as IT support professionals to drive effective interactions with customers.

Utilize customer feedback to improve service offering.

Outcome:

Adapt current support strategies based on provided customer feedback.

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.

Outcome:

Automation of device assignment and use.

Accurate reports to guide administrators and procurement initiatives.

Outcome:

Sustainable device life cycle management.

Goal 2

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

Procurement of technology/software.

Outcome:

Provide recommended device specifications based on instructional requirements.

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

Outcome:

Sustainable device life cycle management.

Goal 3

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

Document all procedures performed by Asset and Procurement.

Outcome:

Develop standard operating procedures.

Goal 4

Modernize asset label identification.

Explore types of label for durability with removal resistant.

Outcome:

Validated label selection and application practice.

Evaluate design of label.

Outcome:

Validated label selection and application practice.

Distribution of new label through district.

Outcome:

All devices in district to be labeled.

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.

Outcome:

Have a functional virtual service desk assistant to help users find solutions based on knowledge articles and resolved incidents.

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.

Outcome:

Search access to retrieve digital versions of processed forms.

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.

Outcome:

Customized access to integrate processes and forms online.

Client Services and Solutions

Goal 1

Configure the Google Workspace Admin according to industry standards.

Improve the organizational structure of GAC.

Outcome:

Better organization of the GAC environment following Google best practices.

Implement a process to manage the user profiles.

Outcome:

Maintain an updated list of active users.

Setup the device settings based on the audit recommendations.

Outcome:

Healthy and more secure Google Workspace environment.

Goal 2

Evaluate and maintain our printer environment.

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

Outcome:

Keep the copier environment up to date and with less down time.

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

Outcome:

Have all copiers online and relocate unused copiers where they are needed.

Implement a proof of concept for uniFLOW On-Line.

Outcome:

Test features available in uniFLOW online such as: Mobile printing and or guest printing, print jobs storage location: local or cloud, print from cloud (Google drive, OneDrive), scanning to cloud destinations (OneDrive, GoogleDrive).

Goal 3

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

Maintain applications and operating systems up to date.

Outcome:

Reduce malware attack vectors via unpatched and unsupported devices.

Implement Windows 11 on new devices starting on January 2024.

Outcome:

Initiate the process of migrating devices to Windows 11.

Goal 4

Enhance the end user experience with JAMF.

Build a software repository for the MACs.

Outcome:

The end user will be self-sufficient to execute basic operations on a daily basis.

Create a administrative package for technicians.

Outcome:

Provide basic troubleshooting tasks that will be available to technicians.