Part 4 Järfälla Municipality: Measures and plans for solving more cases in Zero Level support

Järfälla Municipality, outside Stockholm, has been using web-based self-service as a support channel for seven years. Last year, they decided to introduce Zero Level support as a stage before first line. Zero Level support is expected to solve 40% of all incoming cases. The challenge is to get users to help themselves via self-service.I have interviewed Hans Berkvall, IT Manager at Järfälla Municipality, who describes their measures and plans for increasing the number of solved cases in Zero Level support.

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KCS – Evolving content based on demand and usage

Our work environment and its content are in constant change. For service desks and support teams it is a very time consuming job to keep the content up to date, if even possible at all. But if every use of an article provided an opportunity to edit and refresh the information in it, would that stop the bottleneck effect and result in updated information? In the second article in our KCS series we get to know about the second core principle of KCS- how to handle and evolve the content.

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Part 3 Järfälla Municipality – Reasons and expectations for Zero Level support

In the previous two blogs about Järfälla Municipality, outside Stockholm, I have described its IT department’s challenges and how they are currently using web-based self-service in their activities. For this blog, I interviewed IT Manager Hans Berkvall about why they are taking the next step and introducing Zero Level support as a stage before first line.

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Meeting customer needs with KCS

Across industries and geographies, companies are asking the same questions: How do they scale and extend their support capabilities, with limited staff and budget resources?  How do they continue to provide world class customer service to existing customers while being asked to do more? How can they keep up with the increasing demand on their support staff?

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KCS vs Knowledge Engineering

What are the differences between KCS (Knowledge Centered Support) and Knowledge Engineering, and how can the support organization benefit from leaving knowledge engineering mode? Read how an organization can make everyone a winner with focus on immediate action and relevant content.

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Part 1: resolve more support cases with self service – the biggest challenge for Service Desk

Most of Sweden’s IT managers believe web-based self-service provides effective support. They also think the biggest challenge is to get users to solve their problems using web-based self service instead of contacting support staff.

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Why not KCS (Knowledge Centered Support)?

Keeping information current is a challenge, and keeping knowledge social is reality. The future is here for knowledge solutions that capture knowledge when an incident occurs. More and more organizations have realized that KCS is the methology that leverages the power of knowledge within the support organization. Read what we think are the three core reasons why KCS is working across the support infrastructure.

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Part 2 Järfälla Municipality – Web-based self service in the public sector

The municipality of Järfälla in Sweden has opted to introduce Zero Level support for its operations. In my first blog, I explained about the the IT department’s organisation, targets, challenges and support methods. In this blog, I will be looking at how they use web-based self service at present before the introduction of Zero Level support.

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Part 1 Järfälla Municipality– A helpful IT department in an operation facing major challenges

The municipality of Järfälla in Sweden has implemented a major internal change of IT. This has resulted in dissatisfaction among users. The IT department at the municipality of Järfälla has chosen to introduce Zero Level support in order to create a happier organisation and a more positive image for the IT department. I will be following their progress with the introduction of Zero Level support in a series of blogs. In the first one, I will be telling you all about the IT department’s targets and challenges.

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How actively do you use self-service and how high is your Self Service Score?

Do you focus on users when you offer support via self-service? Support functions often focus on rationalising their support organisation and measuring the number of cases resolved and how long it takes to deal with a case. How many of you measure users’ commitment to solve their problems via self-service?

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