As technology and customer expectations evolve and as end users demand ubiquitous real time support, excellent service delivery becomes increasingly important to any government IT organization. Factors like mobility, bring your own device (BYOD), expectations of seamless cross domain usage and the heightened concern due to cyber attacks increase the demands on service delivery. We provide the right support and service, anytime, anywhere, on any device and ensure customers have what they expect and what they need to accomplish their mission.
Service Delivery capabilities
Providing excellent service delivery starts with understanding the customer and their expectations and building a support plan to meet those goals. Good service delivery includes a help desk, triage and ticketing systems, but also incorporates desk side support and VIP support, both of which happen face to face with a customer, not over the phone. For highly sensitive or very mobile users, we have extensive experience providing flyaway support.
NetCentrics has also managed break/fix processes and asset management programs as well as problem management and knowledge management systems. Beyond these technical solutions, however, we understand the human side of service delivery, always working to ensure our customers receive the service they deserve and expect, providing training where appropriate and always keeping the customer at the center of our work through strategic communications and customer liaisons.
Methodologies / Approach
Our service delivery follows ITIL v3 processes and protocols, and is augmented by an excellent knowledge management and problem management capability and service management infrastructure to establish metrics and report on results.
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Case Study: Net-Centric Integrated Enterprise Information Technology Solutions (NIEITS)
NetCentrics provided help desk Support and desktop support for OSD, satisfying EITSD customer needs for secure, accessible, and stable IT support. As the leading and largest services provider in the Pentagon with a daily call volume exceeding 500 calls, NetCentrics continues to meet and exceed all OLAs and KPIs on a monthly basis: Calls abandoned under 6%; Calls answered by technicians within two minutes greater than 95%; Critical tickets resolved within 2 business hours greater than 95%; High tickets resolved within 4 business hours greater than 95%; Medium tickets resolved within 6 business hours greater than 95%; and Low tickets resolved within 8 business hours greater than 95%.