HITS strengthens service desk capacity to better serve faculty, staff

April 5, 2017  //  FOUND IN: Updates & Resources

Providing members of the Michigan Medicine community with seamless and efficient service is a top priority for Health Information Technology & Services, or HITS. To that end, the HITS Service Desk has bolstered its capacity with the goal of shortening wait times and enabling faster, improved service.

Last fall, demand for the HITS Service Desk spiked dramatically — a byproduct of many different factors, such as the implementation of two-factor authentication (Duo) and upgrades to Microsoft Office and Exchange. Lengthy hold times quickly became the No. 1 concern in feedback from employees.

In response, HITS increased service desk staffing by 35 percent — adding more than a dozen new team members — while modifying shifts and staffing levels to better correspond to periods of peak demand. The result is a significant decrease in wait-times, with more than 90 percent of calls now being answered in less than a minute.

“When people reach out to us, we want them to be not just satisfied, but genuinely delighted with their HITS customer experience,” said John McPhall, senior director of the HITS Architecture and Operations Management division. “That’s why, when our survey data showed that so many of our customers were experiencing unacceptable wait times, colleagues across HITS came together to develop a plan and take immediate action. We will continue monitoring customer feedback to make sure this improvement continues, and will adapt our priorities based on the information we hear from across the missions.”

In addition to the service desk, HITS offers a variety of other ways to access needed help and services — including an online (self-help) knowledgebase, email and online help request forms and three convenient “Help Me Now” walk-up centers located on the Medical and North campuses.

Improving service desk staffing levels is just one of many efforts under way aimed at helping HITS improve its ability to provide exceptional IT-related products and support to its more than 26,000 faculty and staff members — including projects related to intake, management, assessment and reporting of help requests, along with improved customer-facing resources.

Each of these initiatives is impacted by customer input gained from a variety of formal and informal feedback mechanisms, including the ongoing HITS Pulse Survey.