DTI Support Center

About the Program

Category: Information Technology (Best in Category)

Year: 2022

The Clerk of the Superior Court in Maricopa County (Clerk’s Office) completed its DTI Support Center initiative in November of 2021. This initiative was conceived to dramatically improve service management and support for the Clerk’s Office employees and stakeholders with upgraded support channels, service catalog, support portal, self-help, and ticket transparency. Support capabilities include dramatically improved ticket management, ticket workflows and automation, and agent experience. Clerk’s office staff now have upgraded support channels where they provide more options to receive help including a support portal with self-help through our new knowledge base, increased transparency of their tickets, and phone call backs instead of waiting in a call queue. Their tickets are now routed more efficiently and issues are resolved faster with improved workflows and automation that route and assign tickets automatically, reducing agent workload and getting customers support faster. Agents are working under one pane of glass with modern and intuitive tools that make their jobs easier and empower them to help customers for efficiently. Management also has more transparency to see key metrics and trends to help identify where improvements can be made.