Reflection storytelling 

 Challenge 

 I work as an incident manager in a real estate company . I often receive multiple complaints   from our business partners about the high average time that elapses between posting an   incident in our ticketing tool and resolving it . The number of tickets was on the rise , and   company departments felt their problems were not being taken seriously enough . We had to   reduce the number of open tickets and resolve them faster . 

 After discussing the problem with the teams involved in resolving the incidents , we realized   that in most cases a large part of the time was wasted in the process of assigning the problem   to the correct resolution group and in the subsequent analysis and solution by the resolution   team . In both cases , this ineffectiveness was caused by the same reason , the lack of clarity   when describing the problem in the ticketing tool in such a way that it was easy on the one   hand to identify the correct solver team and , on the other hand , to reproduce and solve the   problem by the resolution group . 

 Selection 

 Reviewing a large sample of tickets that we had complaints about , we could see that most of   them had extensive explanations about the problem the user was experiencing but these   explanations did not have the correct approach . Many times , the user who opens the ticket   about a problem in their daily work knows perfectly the work they do in their day to day but is   not aware that those in charge of solving their problems also attend to incidents from the rest   of the departments of the business and they do n't have the specific knowledge of all areas . We   believed that it would be positive to train users who open incidents by explaining what   happens to their tickets once they are opened until they are resolved . We are convinced of the   effectiveness of storytelling to address complex issues from a much simpler and   understandable point of view , that is why we decided to use storytelling as a tool to carry out   this training in a more enjoyable way , helping the user to empathize with people trying to help   them with their technical problems , without having to go into tedious details . 

 Application 

 We decided to turn an example of a technical problem into a domestic problem . We posed a   problem to the user . The user had to make a trip abroad and needed a family member to feed   their cat . The only requirement was that communication with your family member would be   through a letter . 

 We explained that the user knows his family member , but the postman does not , so for the   letter to reach its recipient without problems , it was necessary to clearly and concisely detail   the recipient 's data . 

 Once the letter has reached the family member , he should solve the problem , that is , feed the   cat . This task is simple if the family member has all the information he needs . Where the cat 's   food is stored , where its plate is , how much food to put in and how often . Otherwise , the 

 family member may have to contact the user to resolve their doubts , with the consequent loss   of time . 

 Insight & Approach 

 From the first moment it was clear that there are several teams that intervene in the   resolution of incidents and that each of them has its functions and knowledge . Each of these   teams require clear and complete information in order to carry out their work as efficiently as   possible . 

 The users assimilated the equivalences between the letter and the ticketing tool , as a means of   communication of the incident , between the postman and the ServiceDesk , as responsible for   identifying the team that must resolve the incident , and between the solving team and the   relative , who must solve the problem and that will not be able to do it efficiently if does not   have all the necessary information . 

 The time to resolve issues has been significantly reduced as there are fewer errors in assigning   the correct resolution group . The number of communications needed between technicians and   users to identify the problem has also decreased . Users have understood the problem and   realized that by providing the right information we can offer them a better service . The   evaluation of our department has improved compared to the previous year . 


EMAIL: 
ID_NUM: 
NAME_STUDENT: 
PHONE_NUM: 
STREET_ADDRESS: 
URL_PERSONAL: 
USERNAME: 

### Task: You are a PII (Personal Identity Information) Detection. Given a essays written by students, you have to identify ONLY the following:
NAME_STUDENT - The full or partial name of a student that is not necessarily the author of the essay. This excludes instructors, authors, and other person names.
EMAIL - A student’s email address.
USERNAME - A student's username on any platform.
ID_NUM - A number or sequence of characters that could be used to identify a student, such as a student ID or a social security number.
PHONE_NUM - A phone number associated with a student.
URL_PERSONAL - A URL that might be used to identify a student.
STREET_ADDRESS - A full or partial street address that is associated with the student, such as their home address.
### Input: Reflection storytelling 

 Challenge 

 I work as an incident manager in a real estate company . I often receive multiple complaints   from our business partners about the high average time that elapses between posting an   incident in our ticketing tool and resolving it . The number of tickets was on the rise , and   company departments felt their problems were not being taken seriously enough . We had to   reduce the number of open tickets and resolve them faster . 

 After discussing the problem with the teams involved in resolving the incidents , we realized   that in most cases a large part of the time was wasted in the process of assigning the problem   to the correct resolution group and in the subsequent analysis and solution by the resolution   team . In both cases , this ineffectiveness was caused by the same reason , the lack of clarity   when describing the problem in the ticketing tool in such a way that it was easy on the one   hand to identify the correct solver team and , on the other hand , to reproduce and solve the   problem by the resolution group . 

 Selection 

 Reviewing a large sample of tickets that we had complaints about , we could see that most of   them had extensive explanations about the problem the user was experiencing but these   explanations did not have the correct approach . Many times , the user who opens the ticket   about a problem in their daily work knows perfectly the work they do in their day to day but is   not aware that those in charge of solving their problems also attend to incidents from the rest   of the departments of the business and they do n't have the specific knowledge of all areas . We   believed that it would be positive to train users who open incidents by explaining what   happens to their tickets once they are opened until they are resolved . We are convinced of the   effectiveness of storytelling to address complex issues from a much simpler and   understandable point of view , that is why we decided to use storytelling as a tool to carry out   this training in a more enjoyable way , helping the user to empathize with people trying to help   them with their technical problems , without having to go into tedious details . 

 Application 

 We decided to turn an example of a technical problem into a domestic problem . We posed a   problem to the user . The user had to make a trip abroad and needed a family member to feed   their cat . The only requirement was that communication with your family member would be   through a letter . 

 We explained that the user knows his family member , but the postman does not , so for the   letter to reach its recipient without problems , it was necessary to clearly and concisely detail   the recipient 's data . 

 Once the letter has reached the family member , he should solve the problem , that is , feed the   cat . This task is simple if the family member has all the information he needs . Where the cat 's   food is stored , where its plate is , how much food to put in and how often . Otherwise , the 

 family member may have to contact the user to resolve their doubts , with the consequent loss   of time . 

 Insight & Approach 

 From the first moment it was clear that there are several teams that intervene in the   resolution of incidents and that each of them has its functions and knowledge . Each of these   teams require clear and complete information in order to carry out their work as efficiently as   possible . 

 The users assimilated the equivalences between the letter and the ticketing tool , as a means of   communication of the incident , between the postman and the ServiceDesk , as responsible for   identifying the team that must resolve the incident , and between the solving team and the   relative , who must solve the problem and that will not be able to do it efficiently if does not   have all the necessary information . 

 The time to resolve issues has been significantly reduced as there are fewer errors in assigning   the correct resolution group . The number of communications needed between technicians and   users to identify the problem has also decreased . Users have understood the problem and   realized that by providing the right information we can offer them a better service . The   evaluation of our department has improved compared to the previous year .
### Output: 