OI 2 Initiative 10: Business Intelligence (BI) Analytics

Use BI to better understand the customers needs for assistance.

Other Information:

Initiative: Communications-Focused Business Intelligence (BI) Analytics and Targeted Customer Engagement. Service: GSA IT Capabilities. Description: OCIO will use BI to better understand the customers needs for assistance thereby allowing them to target communication for specific problem areas. Challenges: A high employee engagement with the GSA IT Service Desk, but low employee awareness of alternate service models, such as self-help. Limited employee awareness of IT products and services (i.e. ongoing maintenance and upcoming initiatives). Outcomes: Reduce volume of agency-wide emails with an increase in targeted communication. (For example, target only users of a particular technology for maintenance periods.) Reduce the number of service desk contacts by providing targeted communication when an application or system is unavailable. Increase customer intimacy by requesting survey and application-specific information to increase system usability.

Stakeholder(s):

• GSA Employees: Customers: GSA employees


• GSA OCIO

Indicator(s):

Indicator:1

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