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Service Description
The Office of State Finance (OSF) has a dedicated Service Desk team supporting not only the State's enterprise-wide applications, such as PeopleSoft Financials, but a wide variety of customized, agency-specific applications. With more than 75 years of combined customer service experience, our team members are dedicated service professionals available to you and your customers in a variety of configurations. OSF can provide as much or as little support as your agency requires.
Service Options
- Call Routing Only – Our staff interacts with the customer on your behalf, log the customers request and assign that request to your staff based on your specific agency interactions.
- Account ID/Password Management – Our staff interacts with the customer on your behalf and perform account and password management in accordance with the State of Oklahoma security policy and your specific instructions.
- Top 10 Request – This approach allows you to off-load a portion of your agency's workload by allowing our staff to resolve issues related to the top 10 issues you face. All other calls are escalated to your staff according to your specific interactions.
- Application Specific – If you have a single application suite you would like OSF to support, we'll resolve issues related to that specific custom application based on your training. All other calls are escalated to your staff according to your specific instructions.
- Total Support – Our staff provide complete IT support for your applications and equipment. We provide custom break/fix documentation based on your training. OSF can support both your internal and external customers based on your specific instruction.
Customer Benefits
- Less expensive than a single FTE
- OSF staff free your agency to focus on its mission and core competencies
- OSF provides 24 hours per day, 7 days per week and 365 days per year support
- OSF provides specific Service Level Agreements to meet your agency's business needs
- OSF provides a toll free number for your internal and external customers
- OSF provides customized reporting allowing you to spot trends and anticipate potential issues
Customer Market
This service is available for all Oklahoma state agencies, offices, officers, bureaus, boards, commissions, counsels, units, divisions, bodies, authorities, or institutions of the executive, legislative, or judicial branches of state government. It is also available to counties, municipalities, townships, Tribal governments, and other political subdivisions.
Customer Responsibilities
After identifying the services requested of us, the agency will need to provide specific instruction on desired workflow and documentation related to any break/fix resolutions, answers to general questions, or training the agency wishes us to provide. The agency will also need to identify an escalation procedure for incidents and service requests the Service Desk is unable to resolve. This information is updated by the Agency as needed.
How Do We Charge?
Charges for this service are tailored to your specific needs. After documenting your business requirements, our service team will provide you a proposal within a matter of a few days.
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