Army Training Help Desk. Fort Eustis, Virginia

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1 Supporting Soldiers Army Training Help Desk Fort Eustis, Virginia 1

2 Help Desk Update 2

3 U. S. Training and Doctrine Command TRADOC Mission Recruits, trains and educates the Army's Soldiers; develop leaders; support training in units; develop doctrine. Scope and Scale Operates 33 schools and centers at 16 Army installations. Schools conduct 2k courses and 391 language courses. Courses include 450k seats for 400k Soldiers; 30k other-service personnel; 7k international Soldiers; and 16k civilians. Steady State Thousand Distance Learning Students 3

4 Army Training Support Center (ATSC) ATSC oversees or manages for the Army: Distributed Learning products and courseware Range standardization and range management Staff and Faculty Training Support Reimer Digital Library Targetry Systems Graphic Training Aids Program Training software development and delivery Personnel 1,000 Today 300 Doing more with less. 4

5 Help Desk Mission Provide world-wide capability to access Army subject matter experts for up-to-date and relevant information related to Self- Development, Institutional/Operational Training and Training support. Intent: Leverage Army Proponent Subject Matter Experts (SMEs) through an integrated network (i.e., Federation) of customer assistance (CA) help desks Synchronize community to provide world-wide access and 24/7 support. Front End Where do Soldiers go for training information (web sites, etc.)? Back End Who in the Army training base is the appropriate SME to support the training needs of soldiers and civilians? The ATHD connects the need with the SME 5

6 ATHD Federation Greg Bailey Chief, Customer Assistance Division Help Desk Consolidation ATHD Lead IT Specialist Computer Assistant x 12 Training Technicians 300 Agents Schools/Centers Under NSPS I supervise and rate everyone! 6

7 Connectivity to 33 Schools and Centers May 1, 2009 People and Network 7

8 Why a CRM Solution? We needed to improve operational efficiencies through knowledge management, automation of processes and centralization of customer assistance service. The Army needed a more responsive and robust customer assistance program to improve the quality and timeliness of responses to training questions. In FY04 extensive study conducted to find the optimum solution for managing effective customer service. The study concluded that RightNow eservice matched our requirement. In FY05 we transitioned to the Army Training Help Desk (ATHD) Federation in support of the Army Learning Management System. We were expanding from 30 SMEs and 5 local agencies to 33 Schools and Centers with 300 agents. 8

9 ATHD Federation Process Tier 0 Self Help (FAQ, Web Links) Tier 1 General Agent Tier 2 SME Agents Tier 3 SME Manager Service Provider (Tier 2/3) 33 - Army School (Tier 2/3) I need assistance Technical Issue Content Issue Web Request Tier 1 Community Support Response Forums 24x7 capability that accepts questions, triages incidents, tracks them and escalates, routes the request to the appropriate agency. Metric Reporting Course / Courseware Development Issue ATSC (Tier 2/3) 9

10 Customer Feedback 10

11 Army Training Help Desk Metrics FY09 6,000 Surveyed 15% Response Knowledgeable (6 Months) Communications 10% 7% 8% 5% 9% 11% 20% 55% 21% (77% Satisfaction) (75% Satisfaction) 54% 12% Professionalism Accurate Information 4% 6% 11% 8% 8% 18% 60% 18% 55% (78% Satisfaction) (73% Satisfaction) Very Satisfied Somewhat Satisfied No Opinion Somewhat Unsatisfied Very Unsatisfied 11

12 Next Big Goals for the Office Complete re-certification of the latest version of RightNow software (DIACAP). Consolidation of additional help functions. Conduct extensive training of all agents (ALMS). Attend several RightNow analytic workshops. Continue to expand Joint and Homeland Defense partners. 12

13 Summary: Lesson s Learned & Way Ahead Lesson s Learned Way Ahead Doing the right thing doesn t have to be cumbersome or bureaucratic. We knew we had to continue with an enterprise solution. The System is inherently flexible to change Initial on-sight visits essential. Soldiers prefer to have information pushed out to them. Upgrade to RightNow 8.0 Identify and eliminate stove pipes and personal s Enhance foundational Taxonomy and identify responsible organizations Continue to expand Joint and Homeland Defense partners Consistently meet and exceed goals We have not run into any limit on the amount of information that can be built into KBs Tie resources to measurable standards ATHD serves as a Multi-Functional collaborative Center of Excellence Enabler 13

14 Conclusion Help Desk I knew it was time to simplify our help desk when we started creating acronyms for our acronyms. 14

15 Questions? Greg Bailey Chief, Customer Assistance Division Army Training Support Center Fort Eustis, VA