ITD offers contracted, customized, 24/7 Tier-1 support to agencies as an alternative to managing their own internal help desks.
Government entities are finding that even though they provide unique services, they share commonalities when it comes to supporting their customers. The philosophy of an enterprise Service Desk is to blend people, process, and technology in a way that efficiently and effectively supports customers.
Contact ITD's Service Desk to discuss your options or arrange a demonstration.
Organizations everywhere are overhauling their support structures. Gone are the days of the helpless desk. Today, service is strategic.
As a result, an enterprise approach towards support has emerged within the State of North Dakota. Today, ITD extends its Tier-1 support service to a variety of government functions, including:
Desktop and application support for the Department of Human Services staff
Desktop and application support for the Bank of North Dakota staff
Desktop and application support for the Job Service North Dakota staff
Application support for Criminal Justice Information Sharing (CJIS), in conjunction with the Office of the Attorney General, State Courts, Department of Corrections and Rehabilitation, ND State's Attorneys, and law enforcement agencies statewide
Support for e-government application authentication and "Contact Us" questions from the North Dakota Web Portal
Directory support for citizens calling the North Dakota State Capitol switchboard at 701 328-2000
The people you support should be encouraged to reach out for assistance. Therefore, rates are typically based on the number of potential customers rather than on the number of incidents reported each month. ITD charges $7.50/month/FTE within each supported entity. (This rate will increase to $8.25/month/FTE for the 2015-17 biennium.) Customized per-incident rates are also available for supporting public-facing applications. In either case, agencies typically incur a one-time software licensing fee for the people they have resolving incidents.
The Help Desk Institute's 2009 Practices and Salary Survey estimates the fully-burdened cost for email and phone incidents to be between $15 and $18 nationally. ITD averages just over $3 per incident for its clients.
On November 5, generic service request routing changed.
FrontRange Solutions, Inc. has been ITD’s Customer Service Management software vendor for over 15 years now; whereas ITD and several other North Dakota state agencies are currently using FrontRange’s IT Service Management solution called ITSM.