Challenge: The Telework Enhancement Act of 2010 changed the work landscape of many federal agencies. Telework increases FDA employee productivity, reduces pollution, 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.
