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Service desk handles ~210 tickets weekly; RISE project to deliver deeper metrics in September
Summary
IT leaders told the executive management team the service desk averages about 210 tickets per week, with roughly 80% from external LEADS users; staff capacity is constrained (three people handling call volume) and the RISE project will supply more granular performance metrics starting in September.
Agency IT leaders outlined how the service desk operates and the scale of demand during a presentation to the executive management team. Ian Sloane described a structured ticket workflow (submission, triage, escalation tiers and a knowledge base) and said the desk acts as the initial contact point for both internal staff and external LEADS users.
Sloane reported "about 210 active tickets a week" and said approximately 80% of requests come from external LEADS portal users while 20% come from internal staff. He also noted the desk is currently staffed by three people handling incoming calls and ticket follow-up, which has led to call overflow and occasional voicemail. "Right now there's only 3 people handling that because we... 1 of our service desk staff got promoted," he said.
Board members pressed for service-level metrics and response targets; Stephanie Ratko said the RISE project will collect and report more detailed performance data beginning in September to help the agency measure call pickup rates, wait times and follow-up responsiveness. Ratko described RISE as both a business-process reengineering and a tooling effort that will centralize EasyVista ticketing data for improved reporting.
The presentation framed the ticketing pressure as a resourcing and process issue rather than a failing system, and executives said they appreciated the forthcoming metrics that will enable better monitoring and staffing decisions.
