The new trend I am seeing is to add self-service functions to traditional help desks. Government workers are telecommuting more frequently, and for some agencies can be scattered around the country or around the world, leading to challenges in call center coverage.
Younger government employees in particular are often more comfortable searching online than picking up the phone to call a help desk. They expect from their government agencies the same kind of customer care that is offered by companies.
Here are some of the ways agencies can increase self-service for employees:
Publish FAQs and Troubleshooters on websites and intranets. By providing step-by-step instructions, you can forestall some help calls and provide service even when the help desk is closed. You can seed the FAQs by analyzing historical trouble tickets and …