Project Support Desk |
Deployment Solutions Project Support Desk (PSD) is more than
a central point through which problems or issues are reported and subsequently
managed and coordinated. It is a group of resources designed to assist
specifically with Project Management responsibilities and plays an integral
part of our project delivery functions. Ultimately responsible for bringing
resources together to address project challenges. Deployment Solutions consolidation and centralization of PSD
functions provides a Single Point of Contact (SPOC) support model. The
SPOC model facilities the delivery of support in the following three
essential ways that provide immediate project delivery improvement in
employee/customer service and IT cost containment: 1. By applying best practices and staffing coverage models developed
in high volume call center models, the SPOC model allows for leveraged
phone coverage for responding to calls across the hours of the day and
days of the week specific to each project. Thus, internal IT support
desk functions are better position to meet employee-customer needs/wants/expectations
for speed to response because they are not distracted by
project related support needs. 2. Consolidation of functions allows the leveraging (sharing) of facilities,
tools and, most importantly, technical and project specific resources
and knowledge to resolve similar issues related to each project. This
strategy allows limited technical resources to be better utilized and
the cost of project support infrastructure to be reduced. 3. The consolidated SPOC model allows for a single collection point
for specific project transaction information. First, this allows for
a better management environment for the collect of critical survey data
required to make informed delivery decisions. Second, this creates the
best atmosphere for the promotion and adherence of best practices.
Finally, this facilitates the gathering of project specific challenges
to analyze and data-mine to promote call and problem prevention. We proactively supply you with relevant, timely and accurate project
information through our Project Support Center. |