[CED/CD/EAT] Support Tracker: One Year Later

[Rodriguez, Dominic J - (drodriguez1)]

Team,
I'm very happy to report that it's been one full year since the deployment of the Operational Support Tracker and Ticketing System, or "Support Tracker<https://arizonace.quickbase.com/db/bmipv6buc?a=nwr&nexturl=%2Fdb%2Fbmipv6bik%3Fa%3Dshowpage%26pageid%3D14>."  The first request was received by the Operations Team on February 28th, 2018 and it's been steady going since.
To refresh everyone's memory, the system was created in efforts to:

  1.  streamline operation of our online work with the launch of the new web site,
  2.  provide a case-driven platform for the higher-touch IT issues around the state,
  3.  demonstrate the workload and volume being handled by members of the Operations Team, and
  4.  make it easy to get support to Cooperative Extension personnel across the state.
To date, we have successfully fielded and fulfilled 468 submitted cases.  The number alone does not tell the full story.  By streamlining the work we're doing, we're able to stay ahead of trending issues and be proactive about resolving them before they're submitted.  We're able to coach requestors and upskill them to enable more self-servicing options.  This means that we're able to free up time to focus on improvement and enhancement of other processes because the system allows for efficiency, data collection, constant communication, and superior customer/client service.
But my ultimate favorite feature is that we don't operate out of our Outlook Inbox or voicemail as much, but rather through the database.  This results in not as many "lost e-mails" or communication breakdowns.  Less phone tag and out-of-office replies holding up progress.  Our focus is a quality end-to-end experience for the user so they can get back to doing what they do for their counties and their programs.
Going back to the numbers, there's still a large percentage of Extension personnel who don't utilize the tool or are not familiar with the tool.  And that's ok - we're still available to assist anyone in need of operational support.  We will continue to do so while marketing the tool.  But we're also focused on growth and establishing the platform to facilitate growth.  And you will see some new initiatives to address how we interact with our online clients and other stakeholders soon.
More to come on all of this, but we wanted to invite you to share in our operational achievement of our one-year anniversary of the Support Tracker!  If you'd like more information on the tool, please reach out to me directly - or try it out yourself!  And I'd especially like to call out the team members doing the real work:  Kelly Arizmendi, Andy Medina, Gloria Blumanhourst, and Sandra Saad!

Thank you,
Dominic J. Rodriguez, M.A.
Chief Operations Officer
Arizona Cooperative Extension
520-626-4921 Office
drodriguez1 at email.arizona.edu<mailto:drodriguez1 at email.arizona.edu>

[Cooperative-Extension_PRIMARY (3)]

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