Improving user experience and service reliability for End User Computing ( EUC ) service delivery 

 Challenge : 

 I work for a leading IT services company , and currently play the role of an Account Manager for one of our   leading Natural Resources clients . Our firm has been responsible for the ongoing support , maintenance ,   and enhancement of a variety of IT Applications and IT Infrastructure in use by this Natural Resources   company over the last five years . 

 During 2017 , we were due to renew our contract for the next five years , and the Client chose to go through   a formal procurement and evaluation process . The Client shared a few key business and technology   drivers that partners and service providers were asked to consider in framing their propositions .   The key   business challenges and drivers included : 

 •   Adoption of a ‘ manufacturing ’ mindset and approach to IT service delivery 

 •   Prioritisation of ‘ end user experience ’ and applications performance and uptime 

 •   Focus on ‘ innovation ’ and ‘ pervasive automation ’ 

 •   ‘ Simplification ’ and ‘ standardisation ’ of systems and processes 

 •   Improved productivity and reduction in non - discretionary costs for IT support 

 As the incumbent team , we were challenged by the Client to focus in particular on ‘ how might we improve   the end user experience and service reliability ’ for End User Computing ( EUC ) services . EUC services   involves the management and enhancement of end - user computing applications ( Enterprise , Line of   Business , and Collaboration apps ) as well as devices ( desktops , laptops , tablets , mobiles ) that were used   by the Client ’s end users ( over 25,000 users ) globally . We decided to adopt a design thinking - led approach   to addressing the challenge of improving end - user experience and service reliability . 

 Selection : 

 I along with the team chose ‘ visualisation ’ as a design thinking tool and technique to navigate the ‘ what   is ’ and ‘ what if ’ stages of our problem definition and solving approach . In particular , we used ‘ customer   journey mapping ’ as a tool to achieve the following : 

 •   Gain an appreciation of the customer ( end users ) journey in engaging with us as a service provider   for any issues he / she may have with an end - user computing application or device 

 •   Identify the various touch points and channels used by the Client ’s end users to communicate and   collaborate with our teams 

 •   Identify potential bottlenecks or choke points in the current as - is processes that are impacting   end - user experience or resulting in delays or dis - satisfaction 

 Application : 

 Me and the team used ‘ customer journey mapping ’ to map out the current as - is service processes for   Level 1 , Level 2 , and Level 3 support of incidents , and the various touchpoints . We mapped our perception   of current areas of customer satisfaction and dissatisfaction along the journey from incident identification   to closure . 

 Once we had mapped the customer journey for Level 1 , 2 and 3 support processes and had identified the   customer lows ( or points of dissatisfaction ) in the engagement model ; the team then began to identify 

 potential process changes , automation opportunities , and user self - help interventions that can help   improve end user experience and satisfaction with our service delivery . These ideas were then written on   post - it notes , clustered together based on their similarity or affinity , and then stack ranked based on value   to the customer and ease of implementation . 

 Insight : 

 Some of the key learnings and insights gained by undertaking the customer journey mapping and   visualisation exercise were as follows : 

 •   Mapping the customer journey in the context of Level 1 , 2 , and 3 support processes and their   interaction with our teams helped the team gain better ‘ customer empathy ’ – earlier we had an   appreciation of the process , but not so much from the customers point of view 

 •   It was acknowledged that the customer journey and the highs and lows identified were our   perception , and should be validated with the Client by conducting a similar exercise 

 •   We realised that implementation of some of the improvement ideas identified had dependencies   on the Client ’s IT team as well as third - party stakeholders such as other IT service providers or   vendors that we would need to gain buy - in from 

 Approach : 

 Some of the next steps in our approach will include : 

 •   Conduct a similar design thinking - led workshop with the Client ’s end - users and have the Client   team undertake the customer journey mapping exercise , so we can compare our perceived view   against that of the Client ’s end - users and stakeholders themselves 

 •   Jointly engage with the Client team to define and/or validate and refine some of our service   improvement ideas 

 •   Develop a napkin pitch or concept poster for the prioritised ideas in order to socialise and solicit   feedback from the Client ( co - creation or co - innovation ) 

 •   Engage with relevant stakeholders to conduct a pilot of the improvement ideas before evaluating   and rolling out to the broader user base 


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: Improving user experience and service reliability for End User Computing ( EUC ) service delivery 

 Challenge : 

 I work for a leading IT services company , and currently play the role of an Account Manager for one of our   leading Natural Resources clients . Our firm has been responsible for the ongoing support , maintenance ,   and enhancement of a variety of IT Applications and IT Infrastructure in use by this Natural Resources   company over the last five years . 

 During 2017 , we were due to renew our contract for the next five years , and the Client chose to go through   a formal procurement and evaluation process . The Client shared a few key business and technology   drivers that partners and service providers were asked to consider in framing their propositions .   The key   business challenges and drivers included : 

 •   Adoption of a ‘ manufacturing ’ mindset and approach to IT service delivery 

 •   Prioritisation of ‘ end user experience ’ and applications performance and uptime 

 •   Focus on ‘ innovation ’ and ‘ pervasive automation ’ 

 •   ‘ Simplification ’ and ‘ standardisation ’ of systems and processes 

 •   Improved productivity and reduction in non - discretionary costs for IT support 

 As the incumbent team , we were challenged by the Client to focus in particular on ‘ how might we improve   the end user experience and service reliability ’ for End User Computing ( EUC ) services . EUC services   involves the management and enhancement of end - user computing applications ( Enterprise , Line of   Business , and Collaboration apps ) as well as devices ( desktops , laptops , tablets , mobiles ) that were used   by the Client ’s end users ( over 25,000 users ) globally . We decided to adopt a design thinking - led approach   to addressing the challenge of improving end - user experience and service reliability . 

 Selection : 

 I along with the team chose ‘ visualisation ’ as a design thinking tool and technique to navigate the ‘ what   is ’ and ‘ what if ’ stages of our problem definition and solving approach . In particular , we used ‘ customer   journey mapping ’ as a tool to achieve the following : 

 •   Gain an appreciation of the customer ( end users ) journey in engaging with us as a service provider   for any issues he / she may have with an end - user computing application or device 

 •   Identify the various touch points and channels used by the Client ’s end users to communicate and   collaborate with our teams 

 •   Identify potential bottlenecks or choke points in the current as - is processes that are impacting   end - user experience or resulting in delays or dis - satisfaction 

 Application : 

 Me and the team used ‘ customer journey mapping ’ to map out the current as - is service processes for   Level 1 , Level 2 , and Level 3 support of incidents , and the various touchpoints . We mapped our perception   of current areas of customer satisfaction and dissatisfaction along the journey from incident identification   to closure . 

 Once we had mapped the customer journey for Level 1 , 2 and 3 support processes and had identified the   customer lows ( or points of dissatisfaction ) in the engagement model ; the team then began to identify 

 potential process changes , automation opportunities , and user self - help interventions that can help   improve end user experience and satisfaction with our service delivery . These ideas were then written on   post - it notes , clustered together based on their similarity or affinity , and then stack ranked based on value   to the customer and ease of implementation . 

 Insight : 

 Some of the key learnings and insights gained by undertaking the customer journey mapping and   visualisation exercise were as follows : 

 •   Mapping the customer journey in the context of Level 1 , 2 , and 3 support processes and their   interaction with our teams helped the team gain better ‘ customer empathy ’ – earlier we had an   appreciation of the process , but not so much from the customers point of view 

 •   It was acknowledged that the customer journey and the highs and lows identified were our   perception , and should be validated with the Client by conducting a similar exercise 

 •   We realised that implementation of some of the improvement ideas identified had dependencies   on the Client ’s IT team as well as third - party stakeholders such as other IT service providers or   vendors that we would need to gain buy - in from 

 Approach : 

 Some of the next steps in our approach will include : 

 •   Conduct a similar design thinking - led workshop with the Client ’s end - users and have the Client   team undertake the customer journey mapping exercise , so we can compare our perceived view   against that of the Client ’s end - users and stakeholders themselves 

 •   Jointly engage with the Client team to define and/or validate and refine some of our service   improvement ideas 

 •   Develop a napkin pitch or concept poster for the prioritised ideas in order to socialise and solicit   feedback from the Client ( co - creation or co - innovation ) 

 •   Engage with relevant stakeholders to conduct a pilot of the improvement ideas before evaluating   and rolling out to the broader user base
### Output: 