Enhancing IT support for FDA remote users

Challenge: The Telework Enhancement Act of 2010 changed the work landscape of many federal agencies.  Telework increases FDA employee productivity, reduces the carbon footprint and aids in Continuity of Operations (COOP). However, when a teleworking employee has a major PC-related problem, phone-based, remote troubleshooting may not suffice. When employees are farther away from their typical office location, the traditional deskside support model does not maximize their productivity. 

Solution: HumanTouch innovated and provided a new Telework Support Model, aimed at putting deskside IT support as close as possible to teleworking FDA employees. We developed a zip code locator, so that we can determine a customer’s telework location on the first call. We then match the customer with the closest support location to them, at over 50 locations in the DC-metro area and around the country. Typically, a customer visit to one of our Telework Support Centers is a 15-20 minute drive.

Value Added Outcomes: Our Telework Support Model significantly reduces an FDA teleworker’s downtime in the event of a major PC-related problem. After a short drive by the customer, problems can be resolved in a matter of minutes, or a loaner laptop can be issued to get the teleworker up and running. Critical deadlines are met and customer satisfaction increases significantly.

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