Cloudaction, LLC

Implementation and licensing of an enterprise Information Technology Service Management (ITSM) environment using BMC's Helix Remedyforce Service Desk, for use by IT, other customer-facing departments, and schools/administrative offices

Like any large organization, the Office of Information Technology (OIT) has used a commercial Customer Relationship Management (CRM) system of some form, for approximately 20 years, to assist with call, web and email intake of technology problems, and routing and tracking of those issues to the point of resolution. Additionally, the CRM has allowed OIT to gather basic metrics on issue volume, average time to resolve issues, etc. The current CRM platform is no longer supported by its vendor and has outgrown its usefulness and scale by the vast increase in support volume due to 1:1 Chromebook support and repair, three new remote walk-in tech repair centers, support for new classroom instructional and management tools, telephone and Internet in every classroom, and most importantly the ability to utilize CRM ticketing and tracking in other non-OIT offices, and cohesively across different offices.

The Board of Education’s goals of supporting Reading, Math, and College & Career readiness as well as Guardrail 1 of having safe and welcoming schools are underpinned by the need to have the correct infrastructure that will directly support teachers, staff, parents, guardians and students, to collaborate in an efficient manner by a common organization-wide issue tracking and resolution system that puts customer service first – to ensure technology remains functional and available for students and staff, general issues via 215-400-4000 are routed correctly, busing and specialized services transportation is handled in a timely manner, etc.

Selected via an RFP process, this contract will allow for the move to a full-scale Information Technology Service Management (ITSM) environment, and to extend its principles and functionality to other offices such as FACE, Transportation, Special Education, Student Services, and other departments that are responsible for problem/issue intake. Implementation and licensing of BMC’s Helix Remedyforce – built on top of Salesforce.com, a leader in Fortune 100 companies – will provide the District, schools, and offices, with a self-service problem reporting and tracking system, telephone/email/web-based management, reduction in the number of points of contact, applying best-of-breed processes, knowledge bases of frequently asked questions, and extensive reporting and KPI tracking to dashboard the number and types of issues, and resource allocation. In the first year of the contract, the vendor will assist OIT with the configuration and implementation of Remedyforce. In future years, OIT will lead the initiative to gather requirements from other offices, with the goal of building a complete and revamped interdepartmental customer management system.