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 DHS News January 2013

Coming Soon: A New Way to Request Assistance with Remedyforce 

The Department of Human Services, in partnership with the Division of Computer Services (DCS), will soon be implementing a new Customer Relationship Management (CRM) application called Remedyforce that will change the way DHS staff, service providers and county departments interact with the DHS Helpdesk.

In March, the DHS Helpdesk will be renamed the Allegheny County Servicedesk.  While users will still have the option of interacting with the Servicedesk using the traditional methods of phone or email, the Remedyforce application will also provide a customized and convenient web portal (accessed via a link or desktop icon) offering  a One Portal Solution for DHS staff and service providers currently supported by the DHS and DCS Helpdesks. Remedyforce will provide for increased transparency and tracking capabilities. As incidents, change requests, and service requests are submitted, all users will be able to view an audit trail indicating the steps taken to arrive at a resolution.  Remedyforce offers insightful reporting, allowing Allegheny County to enhance the delivery and quality of our services. Remedyforce will also replace the DHSRequest application, and ultimately handle all service and purchase requests.

More information on Remedyforce including instructional information on how to create a ticket and where to check a ticket’s status will be forthcoming as the launch date nears.

To learn more about how Remedyforce works, view a short demonstration or contact Scott McCloskey, DHS CRM manager.

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