Passaic Valley Sewerage Commission (PVSC) is an agency of the State of New Jersey. Formed in 1902, PVSC was created as a means to alleviate pollution and treat wastewater for the Passaic River and its tributaries. The treatment plant has been modernized and expanded numerous times since its original opening in 1924, and now serves 48 municipalities across north-eastern New Jersey.
PVSC has been a client of ServicePRO since 2007 and is currently using ServicePRO Cloud as a Help Desk Ticketing Solution for their Technical Support team, as well as Work Management for their Application and Programmer teams.
State Agency
With PVSC’s previous helpdesk solution, collaboration between the IT departments and Technical Support was difficult – it was time-consuming.. PVSC was also eager to move away from an on-premises solution to Cloud inorder to reduce infrastructure costs and risks.
By moving to ServicePRO Cloud, and introducing their Application and Programmer teams to ServicePRO, they are able to closely track the progress of development through custom project templates, and also the time spent by individual developers on specific tasks.
Through the use of a new queue structure and business rules in ServicePRO, PVSC was able to build out intelligent notifications for each department sent only to the relevant employees.
PVSC’s IT department develops internal applications for the agency, a task handled by the Application and Programmer teams. With PVSC’s previous helpdesk solution, collaboration between these departments and Technical Support was difficult – it was time-consuming to create new bug reports as they were discovered, and associating bugs reported by users with existing bug reports. PVSC was also eager to move away from an on-premises solution to ServicePRO Cloud in order to reduce infrastructure costs and risk, as well as reduce the need for server maintenance.
PVSC chose to move from personal queues to a skill-based queue system. By having shared queue folders for specific teams and skillsets within those teams, PVSC reduced the detrimental impact of individual support rep unavailability, as other reps are also notified of updates to all requests in their shared queues and can easily collaborate. Supervisors and management can use Business Rule notifications within ServicePRO to be alerted via email when a request is not assigned to a representative within a reasonable amount of time, or when too much time has been spent working on a request. These reliable and timely alerts allow quick intervention to avoid SLA breach, leading to a dramatic improvement in response and resolution times. By introducing their Application and Programmer teams to ServicePRO, they are able to closely track the progress of development through custom project templates, and also the time spent by individual developers on specific tasks. This provides management with a simple and accurate overview of their project’s status. Additionally, Technical Support reps are now able to associate discovered bugs directly with development requests and easily track their status.
Through the use of a new queue structure and business rules, PVSC was able to build out intelligent notifications for each department sent only to the relevant employees. This has raised the signal-to-noise ratio of emails received, and reduced the tendency of employees to miss important notifications as they mistakenly assumed they were irrelevant. By tracking development progress and bugs within ServicePRO, documentation of their internal applications has increased dramatically, as developer notes provide easily accessible and searchable objective references to use when writing. It is also much simpler to track individual incidence of errors with an application, identify the root causes and fix associated bugs. “It really enabled us to streamline our staff. Having the application cloud hosted has given us peace of mind that we can access the application anywhere at any time.” – Rocco Mandaglio PVSC’s IT department appreciates knowing that their ServicePRO environment is securely and reliably hosted by Help Desk Technology Corporation in its ServicePRO Cloud. This eliminates the need for more resources on-premises, and also ensures they have access to the critical information in ServicePRO in case of outage in their facility.
