Service Centre Integration Project

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The Service Centre has shown a steady performance increase over the past eight months. A new escalated support service for regional systems technicians has proven very useful in the delivery of local service assistance.

Overview

This project involves the creation of a centralised single point of contact service centre for ICT enquires and assistance.

ICT support for schools will be enhanced through the provision of an improved centralised contact centre that will provide a single point of contact for all ICT support services. All requests for support will be logged and monitored until completion to provide schools with the ability to track jobs.

The existing Service Centre will be expanded and integrated with existing ICT services supporting schools. These include, but are not limited to, the:

• CITEC Education ICT Service Centre and the Managed Internet Service (MIS)
• School LAN Services CDM Help Desk, though the preferred supplier agreement with Communications Design and Management Pty Limited (CDM)
• call logging system available to regional system technicians, school technicians and external support agencies.

Services already integrated will continue as part of the Service Centre, including:

• School Management System (SiMS)
• PurchaseIT, which has replaced the Schools' ICT Procurement System (SIPS)
• the School Service Desk for the Standard Operating Environment (SOE) 1.5
• Computers for Teachers Trial
• Information Management Services (IMS) branch including telecommunications and telephones.

Additional staff have been selected and trained to provide a 'fix on first contact' service to schools. All requests that cannot be fixed at first point will be logged and followed through various areas on behalf of each caller.

A process will be implemented to support requests that cannot be resolved in the first instance. These will be passed to relevant technical support areas with the Service Centre retaining ownership of and monitoring the request to completion.

Additional remote-access support services will be available for schools that have upgraded to the new Managed Operating Environment (MOE V2.0).

Departmental service providers are being integrated to provide a one-stop shop for all computing, telephone, cabling, connections and service support.

Furthermore, employees will be provided with multiple methods for contacting the Service Centre. The ability to speak to a Service Centre consultant will be a core service, but you may wish to choose logging a job online or via email if that is a better option for you.

Main objective

The main objective of the Service Centre Integration project is to create a centralised single point of contact service centre for ICT enquires and assistance.

Achievement of the objective

The Department will help ensure that:

1. for all ICT support services is created.
2. requests for support will be logged and monitored
3. requests are fixed as quickly as possible.

Need more information?

Visit the ICT Support Services for Schools Online Community to learn more.