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next-gen-services
White paper | 7 minute read

The next generation of government
service desk operations

Public sector service desk operations require well-coordinated,
well-executed, and hyper-responsive support.

The service desk is a critical operational capability and paramount to maintaining the healthy heartbeat of your business. It is a focal point for customer interaction where perceptions of IT services have long-lasting effects. It requires effective collaboration across support tiers, and the transparency to enable users to effectively perform daily mission activities.

The Next Generation Government Service Desk

The service desk is where many organizations tend to fall short, often lagging behind the technology curve, or faced with siloed and undocumented institutional knowledge, or lacking the comprehensive service desk strategy necessary to meet their mission needs. Without the intelligent use of automation; a robust, curated knowledge base; alignment with the mission; and a customer-first perspective, service desks may face slower restoration of critical services, higher operational costs, and a poor customer experience. The service desk is where agencies have an opportunity to deliver the highest level of customer care and provide the maximum value to their customers. An opportunity to improve business efficiency. An opportunity to make a difference.

Deloitte’s Next Generation Service Desk enables our clients to seize on that opportunity and take support well beyond “keeping the lights on.” The Next Generation Service Desk is intended to become a key partner and enabler for the business to help drive ongoing improvements to the organization’s IT infrastructure and applications. With the following key pillars, the Next Generation Service Desk can help solve today’s challenges and has the forward-leaning vision to predict and avoid future challenges.

customer-first

We identify priority touchpoints along the user's journey that impact experience (e.g., long wait and handle times). We listen to needs through surveys, collaborative workshops, focus group sessions, and stakeholder interviews, enabling problem identification and pain point discussion. We interpret our observations into a future state journey map. We use these journey maps to highlight patterns in user behaviors, motivations, needs, and pain points. We then act on combined data points identifying opportunities to enhance and improve the Service Desk.

ai-powered-efficiency

We bring prebuilt incident forecasting-based predictive models, automated actions and early-detection anomaly patterns for faster resolution, and policy-based remediation with built-in workflow and exception management. These solutions automate time-consuming, redundant operational tasks and focus operational staff on restoring service and improving performance.

operational-excellence

Deloitte implements standardized, repeatable processes that can help drive mission priorities, enable responsiveness to complex and evolving mission needs, minimize potential for service disruption, and create a foundation for automation. We enable active, transparent issue identification and remediation as well as data-driven, strategic decision-making.

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Your Next Generation Service Desk is the AI super-charged service desk of the future —driving mission-prioritized, customer-first support that can result in faster decision-making, dramatically improved operational support, and an AI-empowered user experience.
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Deloitte's innovative Next Generation Public Sector Service Desk capabilities

capabilities

We bring our industry-tested enablers and accelerators to help supercharge your service desk:

Operate to Innovate (O2I)

We embed innovation within every activity of the service desk with Deloitte's O2I methodology. Using this framework, Deloitte support for our clients' service desk is structured with disciplined, repeatable sets of activities organized across well-defined phases of the Operate lifecycle to enable clients to deliver continual business value while keeping pace with an ever-shifting landscape of change and disruption.

Deloitte AscendTM

Deloitte leverages deep learning to automate routine IT operations processes, enabling IT teams to shift their focus from low-value manual tasks to more strategic ones. We can increase system availability by analyzing large and complex data sets more effectively than human operators, cutting through alert noise to identify patterns across IT operations and execute targeted remediation activities more quickly.

GenAIOPs

We automate key service desk processes such as knowledge management—identifying gaps, duplication, and outdated knowledge—and transforming knowledge into an AI-curated, natural language, one-stop-shop for both end users and service desk staff. We can accelerate customer interactions and case management by providing suggested ticket remediations, writing assistance to adjust the tone of the service desk agent, and resolution suggestions based on ticket histories.

Certified to Serve

Deloitte's onboarding and training strategy enables complete coverage of a client's culture, systems, business processes, users, and technologies. As a result, clients can count on having team members who are fully aligned with the organization's mission and certified to serve users, delivering results with quality, repeatability, and agility.

Ready to move forward? Let’s Connect

austin-sincock
Austin Sincock
Managing Director
Deloitte Consulting
icon-phone (571) 858-1693 icon-email asincock@deloitte.com icon-linkedin
steve-harms
Steve Harms
Senior Manager
Deloitte Consulting
icon-phone (571) 858-0179 icon-email stharms@deloitte.com icon-linkedin
ralph-rosati
Ralph Rosati
Specialist Master
Deloitte Consulting
icon-phone +210 390 3278 icon-email rrosati@deloitte.com icon-linkedin

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