Technology Infrastructure Support
Columbus City Schools (CCS), located in Columbus, Ohio is the largest school district in Ohio and operates 115 school buildings serving approximately 50,000 students. The District desired to partner with a technology consulting firm to outsource Field Tech support. Key was providing CCS with access to personnel who possessed the skills required to keep up with the rapid advance of information technology without the required investment in in-house hiring and training of staff. CCS selected PSI as their outsource partner.
PSI performed a gap analysis of CCS’ current process that concluded: users were not getting end-to-end support; status of requests and incidents were not updated to the users; there was ineffective monitoring and escalation of outstanding issues; lack of user friendliness; no service levels defined for user issues. Overall performance was well below the expectations of CCS leadership. PSI provided CCS with 16 PSI Field Techs and 1 PSI Network Analyst performing to approved SLA’s. PSI regularly monitored ticket status as well as staff performance and conducted monthly status meetings with CCS management to review service performance.
PSI delivered the service and support required at the physical locations of desktops, laptops and tablets, associated peripherals and other related equipment resulting in the timely closing of tickets, increased service levels, significantly reduced downtime, and reduced costs. CCS offered contract extension to PSI.