Industry Served: Government
Rose Solution: Help Desk Solutions
Case Study Overview

Business Problem
Multiple operational issues that impacted information flow and the overall customer service experience.

Rose Value Proposition
Optimal use of downtime to address operational issues to improve service to the customer.
Results
  • Effective and economical solutions that utilized proven COTS products.
  • Improved, dynamic information flow.
  • A 93% reduction in the time required for large-scale pc refreshes.
  • Early identification of problems before end users providing a transparent solution.
Industry Served: Government
Rose Solution: Help Desk Solutions

Business Problem
The help desk center that supports multiple, geographically dispersed veterans centers had a backlog of challenges to address. The list included:

  • Updates to the Material Safety Data Sheets (MSDS) records at the facilities (a normally large-scale inventory requiring substantial time and paperwork).
  • A need to monitor file activity on the network that is available 24 hours a day.
  • Provide basic information to employees and patients (where a significant portion of these needing the information did not have computer access).
  • Speed up the process of rolling out new or repaired desktops.
  • Provide a method of monitoring outages and other disruptions to the environment.

Rose Value Proposition
The Rose staff maximized the use of down time from addressing everyday help desk requests by utilizing their talents and experience to reduce the backlog of challenges for the customer. The Rose staff identified and implemented solutions to each of the problems.

  • The Rose staff identified and implemented a COTS solution with MSDS on-line that included training the center coordinators and providing implementation support.
  • The Rose staff provided File Auditor as a COTS solution that made the process of monitoring file changes manageable.
  • The Rose staff provided a hardware and software solution to the information needs where computer access was not readily available with a customer digital whiteboard. This incorporated several software solutions used in tandem to create a dynamic display at the facilities.
  • The Rose staff also created an imaging solution for the installation of OS and other software to allow the on-site computer coordinators at the various facilities to image their own systems.
  • The Rose staff also built a system that used overhead monitors to display a rotating situation board to notify about outages and disruptions dynamically.

Results
The COTS solutions provided cost effective and time saving solutions to the problems. The digital whiteboards improved operations by allowing information that changed frequently to be distributed to both the patients and employees dynamically, and were adjusted as needed by the staff. The imaging solution allowed large-scale pc refreshes to be reduced from six-week projects to two day projects. The overhead monitors allowed the help desk to identify situation before the end users; which allowed the help desk staff to work on a solution before end user reports came in; frequently making the issues transparent to the users.

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