When the FAA needed to reduce their help desk support costs, they turned to the Acentia team to implement ITIL best practices in a new help desk design and operation, saving the taxpayers over $1.2 million a year in operating costs.

Business Issue

The Federal Aviation Administration (FAA) had five IT help desk call centers handling calls from users, with each center having different methods and processes. Their service desk function was inefficient, and resulted in above average industry costs along with operational and management issues. They chose Acentia (formerly NetStar-1) with their proven methodology for IT help desk consolidation to analyze, design, and operate a new call center.

Our Solution

Acentia conducted an analysis of call center operations and determined that a best practices approach would improve operations. Acentia successfully consolidated five help desks that incorporated new services and procedures into an operation governed by Information Technology Infrastructure Library (ITIL) defined processes. This achieved a 32 percent reduction in staff and overhead costs as a result of developing a structured, single point-of-contact service desk built on ITIL and Help Desk Institute (HDI) principles, with ITIL and HDI certified personnel. The resulting consolidated call center serves over 4,000 users with an efficient routing system that achieves a higher first call resolution rate.

Business Benefit

This resulted in cost reductions, enhanced productivity, improved customer response time, and higher levels of customer satisfaction. Achievements included a 25 per cent increase in First Contact Resolution, 10 per cent compliance increase in service levels, 10 per cent reduction in Average Time to Resolve, and a 97 percent positive Customer Satisfaction. The FAA conducted a financial analysis of the new system and determined a cost savings of $1.2 million per year.