CASE STUDIES    INFORMATION TECHNOLOGY

Easi Combines Workforce Management and Subject Matter Expertise to Improve Customer Satisfaction and Service Delivery

Before adding Easi to the IT service team at a federal government installation, the desktop service team had never met the customer's requirement for service deliver and customer satisfaction both within the same monthly reporting period. Either one or the other was met, but not both at the same time. When Easi joined the team in July 2002, the result was an immediate improvement in the service delivery score and, within six months, accomplishment of both the service delivery and customer satisfaction requirements consistently on a monthly basis. At the same time, the customer's average service delivery time (time to respond) decreased by 50% and the customer satisfaction requirement increased by nearly 2.5%. This means that Easi must provide faster service and meet a higher level of customer satisfaction. Easi has consistently met these requirements by working as a team with our partners, leveraging our workforce management practices, maintaining knowledgeable and skilled on-site leadership, and deploying effective human resources practices to develop and maintain a skilled workforce.