Image of It support staff assisting student

Last year we announced our pilot launch of the Client Service Pods with the Department of Medicine. Throughout this time, our team has worked to improve our internal processes and better understand your needs to help make the wider roll out of the pods as successful as possible.

The Client Service Pods were created to move us away from a consolidated support system to smaller groups that are focused on the support of fewer departments. This allows our Desktop Support Technicians and Desktop Support Managers to become better acquainted with the technological environment and needs of your department. To create each pod, we've organized our desktop support team into smaller groups along with their managers and your Business Relationship Manager. 

Launching our pilot with the Department of Medicine gave us the opportunity to start with a single but large group that would provide us with a more accurate representation of what it would be like to launch the pods more broadly. To prepare for this new effort, the pilot support pod began to have daily stand-up meetings to discuss incoming requests, DOM’s technology environment, and bringing in other DGIT teams to better support a request. This allowed the pod to resolve requests quicker and more efficiently. In addition, assigning technicians to one or two departments made it easier for a technician to quickly respond to a newly created ticket or request.

To keep our finger on the pulse of the pilot, we surveyed the requestors of recently resolved tickets on a monthly cadence. The responses we received were overwhelmingly positive with most people reporting that our technicians were very communicative throughout the process, able to resolve their issue, and are becoming familiar with their department and the individual’s particular needs. We’ve included some of the feedback we’ve received from the Department of Medicine for this article:

  • I think the service has improved tremendously and we are pleased with the DGIT support for the Health Sciences! I would like to give a shout-out to the DGIT tech-Josie Chua. In a recent problem involving my home computer, Josie went above and beyond. – Diana Beaudette, Assistant to the DOM Regional Medical Directors
  • Having the DOM Pod has been a great addition to DGIT for our Department. It’s great to see a familiar face and hear a familiar voice when submitting a ticket. The response times and closure rates have improved - Samuel Martinez, Content Administrator

After a successful pilot, we rolled out the pods to all other departments. While the way to reach us for support will not change, we do anticipate that this change will continue to improve the quality of support you are receiving. The technicians who are assigned to your issue will be knowledgeable about your department, the software your team frequently uses, and will eventually become familiar with you and your preferences. 

We are excited and eager to bring this new model to the Health Sciences schools. If you have questions on the pods or would like to provide any feedback, please reach out to your Business Relationship Manager.