The matrix and beyond: expanding proactive resources for customers

Abstract

At Oregon Health & Science University (OHSU), essential duties of the Information Technology Group (ITG) include providing support for a diverse customer base. Faculty, staff, students, volunteers, visiting scholars, interns, vendors, and community healthcare partners all rely on ITG's Customer Relations Management Division (CRMD) for resolving their computing and account access issues. In a dynamic support environment where many of the customer roles falls outside the one-size-fits-all support approach, CRMD expanded their approach to accommodate their diverse clients.CRMD's Computer Access group introduced role-based matrices on their electronic account request forms to help simplify the challenges of granting appropriate network accesses. The revamped forms reduced follow-up contacts from customers. CRMD's HelpDesk launched an online Self-Service Portal for providing customers with one-stop shopping for their diverse computing needs. Content provided on the portal includes self-service password changes, tree-based knowledge base articles organized by applications, quick reference guides for role-based password requirements and core applications, password and access matrix for nearly 40 applications, and computing tips of the week. The portal provides a convenient around-the-clock alternative for customers who wish to resolve their computing issues immediately without having to contact the HelpDesk directly.By implementing proactive forms and resources, ITG has taken steps to address the ever-expanding needs of their diverse customer base. These changes increase the level of self-sufficiency for customers, reduce the staff's customer contact time for routine issues, and provide the ITG a chance to learn the needs of their constituents.