March customer success updates

Oklahoma Office of Management and Enterprise Services sent this bulletin at 03/27/2023 09:30 AM CDT

March Customer Success updates

The Customer Success team is continuously updating and improving service delivery. This month we are proud to announce that all PC support for state agencies is being in-sourced back to OMES. The ServiceNow computer ordering widget, aka the COW, is a way for us to better serve you. Check out our latest accomplishments below.

We completed a record number of cases.

Last month our PC Support team closed 2,886 cases, the highest number of cases ever.

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We are improving our provisioning resolution time.

In February we shaved off two hours from our record low provisioning resolution time in January!

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We continue to increase our staff.

Overall, we have hired 80 new employees.

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Benefits of using our self-service support portal include:

Online issue and request submission.
- If you haven’t visited the customer portal yet, check out this quick overview video.
Knowledgebase
- View troubleshooting, installation and process steps for common technology tools.
Service catalog.
- Check out a quick list of our most requested services. Your completed form will automatically route to the technology team to fulfill the request.
Chat support:
- Find answers to questions or issues quickly. Live chat with one of our Service Desk technicians. View the chat support overview video to get started.
Self-help resources:
- View walk-through, training videos and user-guides on the Service Desk webpage.

We appreciate your patience and collaboration as we continue to strengthen the Customer Success team and improve our service delivery. Stay tuned for next month’s update.

Aleta Seaman | Senior Director of Customer Success and IT Operations

Information Services | Office of Management and Enterprise Services

SUPPORT PORTAL | CHAT SUPPORT | EMAIL servicedesk@omes.ok.gov

PHONE 405-521-2444 or 866-521-2444.

State of Oklahoma • Office of Management and Enterprise Services • 2401 N. Lincoln Blvd., Oklahoma City, OK 73105
oklahoma.gov/omes

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