Community Help Desk

Live Technical Support

Manitoba MOA: 2000• Establish 440 new CAP Sites• Identify 50 Community Resource

Networks (CRN)• Work with existing and new partners to

support CAP sites and CRNs• Establish a Help Desk Call Centre• CIMNet web site development tools

– editorial Boards

MOA: 2003-2004• Support existing CAP sites

– ISP costs, CIMNet web sites

• Operate a Prairie Region Help Desk

• Increase capacity for special needs locations

• Continue support for CRNs

Help Desk Delivery• Coordinating Office

– Administration– Site Inspection

• Call Centre– Management– Analysts

• Delivery Agents

Role of Help Desk• Support all CAP in PNR

• Bilingual services, pending Aboriginal languages

• Consistent, reliable answers

• Usage stats

• Clearinghouse to CAP and to IC

• Purchasing power and services based on regional presence

Help Desk Services• Toll-free technical support• Clearinghouse about milestone and tombstone

data• Use of CAP Database• Support custom software• Call forward / dispatch to local supports• Extended service hours• Asset monitoring software• Shared use of our licenses

Help Desk Service Agreements - Present

• Hours of operation

• Deliver FAQ information & supports

• Data use & maintenance standards

• Escalation Procedures

• Address sustainability

• Coordinate activities to attend meetings

Help Desk Service Agreements - Future

• Better distinction of tiers

• Performance incentives

• Staff training investments

• Sustainability issues

Help Desk Capacity• 2 seats, 40 hours• 1 seat, 49 hours (after hours)• Avg tier 1 call duration: 7-10 min.• CAPACITY: ~3000 calls /mo

• Average Call volumes: – 500 - 1000 minutes /mo– 200 calls /mo

Help Desk Tools• Workstation protection:

• Asset Monitoring: CCR

• Ticket tracking:

• Knowledge base:

• Customer Contact Database: CAPDB

• TelCo: Call Prompter / IVR

Workstation Protection• Windows 9x/ME and 2000/XP• Protects against all software changes

– virus protection (vs prevention)– mischief

• Customizable– scheduled reboots and service windows– thawspace– passwords and tokens

• www.deepfreeze.ca

Problem Tracking• FootPrints

• Integrates with KB, works in Linux environment

• Stores FAQ

• Customizable data structure

• Customizable interface layout

• Supports self service through email

Knowledge Base• Integrates with all major help desk software

vendor applications• Programmable API• Standardizes responses• Supports 150+ titles

– Applications and OS– Contains hundreds of thousands of solutions

• Professionally authored and managed

Supported Applications(see handout)

• Operating Systems - Linux, Windows• Hardware and disk utilities• Mail and Groupware• Desktop applications• Business productivity applications• Server systems• Internet applications• Graphics and publishing applicatins

Custom Tools• CAPDB

– retains all CAP site information• hours of operation• map coordinates• contact information• services & features

– observes IC data structure

• CCR– uses WMI to submit weekly XML report

Help Desk Platform

• Open Source Solutions

• Red Hat Linux 7.3

• Java Servlets (Tomcat 4)

• T1 connection (portion)

• PostgreSQL, MySQL DBs

Help Desk on a Budget• $20,000 /yr + start-up

– 1 seat, 1 staff, 40 hours/wk, $8/hr– no toll-free, no KB or advanced software

tools

• $410,000 /yr– 2 seats, 5 staff 40 hours/wk, $8 - $15/hr– on-call tier 2, 49 hrs/wk, $20/hr– Advanced software and KB supports

Opportunity

• Diverting first response to help desk

• Collaboration:– Purchasing power for professional tools

and services (asset management and protection)

• Distributed Service Model– local skill development

Relevant Links

• http://www.rightanswers.com• http://www.deepfreeze.ca• http://www.unipress.com/footprints• http://capdb.capyi.ca?pe=100

– MB CAP sites by region or category

• http://www.communityconnections.mb.ca• http://www.cimnet.ca

Contact Information

Glen ParsonsManager, Community Help Desk InitiativeManitoba Community Connections(204) 945-2906gparsons@gov.mb.ca

Community Help Desk

1-866-445-2555