Original Date: 07/10/2000
Revision Date: 01/18/2007

The Help Desk/Call Center assists callers either by answering their question directly or by entering the information into the Product Data Reporting and Evaluation Program database for action by an appropriate manager. Calls are also tracked to ensure they are being addressed and that the customer received a response in a timely and effective manner.

In the past, help desk activity at the Naval Sea Logistics Center (NSLC), Detachment Portsmouth was extremely labor intensive, disorganized, and stressful for personnel who handled the calls. The approach used manually prepared responses, paper-based tracking, and labor intensive reporting capabilities. As a result, responses were often delayed, customer loyalty started to decline, and the credibility of the help desk was being questioned. To resolve this situation, NSLC, Detachment Portsmouth developed the Help Desk/Call Center.

The Help Desk/Call Center assists callers either by answering their question directly or by entering the information into the Product Data Reporting and Evaluation Program (PDREP) database for appropriate action. Incoming calls or messages are reviewed and, if possible, receive an immediate response by the Help Desk/Call Center personnel. In cases where a technical response or programming change is needed, the Help Desk/Call Center personnel enters the request/problem into the PDREP database. The information is then forwarded to the appropriate manager for a response. Calls are tracked by the PDREP to ensure they are being addressed and that the customer received a response in a timely and effective manner.

Over the past several years, NSLC, Detachment Portsmouth has become an increasingly valuable resource in the logistics community. The PDREP database as well as other information technology programs at NSLC, Detachment Portsmouth have proven to be excellent resources for improving best value procurements of goods and materials for the Department of Defense. As a result, the workload has steadily increased. Over the past 25 months, the Help Desk/Call Center activity has increased from ten calls per month to 150 calls per month. NSLC, Detachment Portsmouth expects these numbers to further increase when its web activity comes on-line, which will necessitate the automation of the help desk function.

NSLC, Detachment Portsmouth places special emphasis on its customers and the automation of its processes. The Help Desk/Call Center operates with a computer-based workstation and a prescribed set of procedures. Personnel receive training that focuses on responsibilities to the customer; operation of the computer workstation; execution of the process procedures; and complexities of the technical staff. The Help Desk/Call Center can now be handled efficiently by one person. A typical day starts with checking voice mail and e-mail for new help desk calls; running reports on open calls; and performing status reviews on open calls and determining how to address them immediately. Problems are resolved by phone or e-mail. The caller can also be referred to network specialists and/or developers who can respond by phone, e-mail, or in person. Activities are logged into the PDREP database and tracked until completion. Surveys are taken periodically to categorize the type and frequency of calls to the Help Desk/Call Center. To circumvent increased calls, this information is then used to send out e-mails and bulletins to better inform users who are deficient in these categories. The implementation of the Help Desk/Call Center enabled NSLC, Detachment Portsmouth to improve help desk functionality, minimize costs, provide extensive service and support, and prepare for future technology.

For more information see the Point of Contact for this survey.