ED Customer Service Center (CSC)
The U.S. Department of Education taps VisualPoint to improve operations of its customer contact center under the Office of Management.

Customer Profile

The Customer Service Center (CSC) is a facilities related help desk under the Office of Management (OM) within the U.S. Department of Education (ED).  The CSC provides facility management support to the national headquarters region which supports approximately 3,800 staff members.  The CSC processes more than 10,000 customer service requests annually and includes, but is not limited to, requests for auditorium and room set-ups, building maintenance, facilities services, housekeeping, moving services, consumables, furniture requests, and space planning.  The CSC also provides the Department with digital signage system and service order tracking system support services.

Project Overview

The unique requirements of the CSC posed a challenge to the U.S. Department of Education.  The selected firm would need to possess top-notch customer service credentials, help desk operations and management expertise, as well as IT systems experience.  After years of relying on an outdated incident tracking system the CSC was also in desperate need of a fresh technological approach to address how they collected, maintained, tracked, and reported out on their service request data.

VisualPoint’s Solution

VisualPoint worked closely with stakeholders within ED, the General Services Administration (GSA), and commercial service providers to improve call-handling procedures and implement a new service order tracking system.  This new system ensures data is accurately captured, tracked, and reported; furthermore, it allows the Department to measure the performance of individual system users, and groups of users, against established performance measures. VisualPoint’s professional support staff also ensured the CSC delivered the best customer service experience to its customers resulting in numerous accolades and commendations.

Benefits Realized

The adoption of streamlined operating procedures and the enhanced data tracking and reporting capabilities of its service order tracking system allowed VisualPoint to take a proactive approach to identify deficiencies and make recommendations for further system and process improvements.  Gains in the accuracy and granularity of service order data collected by the CSC provided the Department with the ability to easily generate reports that were accurate, timely, and specifically targeted to the metric being measured.  The transparency provided by this accessibility to information resulted in higher performance for the CSC and its service providers as well as higher customer satisfaction rates for its customers.  VisualPoint’s commitment to continual improvement and customer service served as the catalyst for its success at ED.