The next generation of government service desk operations

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.

Deloitte's innovative Next Generation Public Sector Service Desk 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 Ascend^TM

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.