December 14, 2012
This post is the third in a series focused on one of the biggest IT nuts-and-bolts problems in hospitals. To start with the first post, go here.
In my first two posts in this series, we investigated the symptoms of a seriously dysfunctional help desk, and we talked about how to gather and organize relevant data in to analyze the problems.
Today, let’s analyze some typical negative user communications to identify the root causes of their frustrations, find potential solutions, and provide a more satisfying experience in the future. Chances are, you found one or more of these examples in Column 2 of your discovery phase Worksheet…See Part 2 of this series.
Example #1 – The customer said: “I called the help desk and I have a ticket, but I never heard or saw anyone from IT.”
First, investigate the ticket details including the ticket log (history). How many “hops” did the ticket take? Is the ticket assigned to any group or individual? Is it the correct group/individual?
Investigate each of these areas and document the findings in Column 5 of your Worksheet.
Second, compare what communication should have been done on this ticket vs. what was actually done (documented in the ticket).
Again, document your findings in Column 5 of your worksheet.
Example #2: The customer said: “I put in a ticket for an application change, but I need it for Monday! It’s a regulatory issue, and I won’t be able to submit claims after then.”
Document the findings in Column 5 of your Worksheet.
Example #3: The customer complained: “I can’t see any reason that interface can’t be done for Friday!”
Document the findings in Column 5 of your worksheet
In all of these scenarios, there are indicators that the IT organization may have failed to meet the customers’ needs well before any technical work has been started. We may not have configured our procedures for the non-technical services that our customers need.
By now, you’ve gained information that will help you work with your team to create and implement better procedures and practices. Once in place, monitor their effectiveness and refine where necessary.Your users and help desk staff will realize better relationships and more customer satisfaction — and your management will be happy that service issues will no longer be front and center on their plate.
My last post in this series will discuss evaluating positive customer contacts with the help desk. There may be room for improvement even when there are good relationships and proper procedures and practices. Stay tuned…