Enhance User Experience with Focused Self-Service Metrics

IT service management (ITSM) maturity and adoption of best practices varies across Federal IT organizations. Over the years, visionary Federal leaders with insight into the value and benefits along with the ability to influence acquisition strategies have enabled the adoption of ITSM tools and practices in many agencies. Industry partners assist in advising, implementing, and advancing ITSM capabilities for greater efficiency, effectiveness, productivity, and improved user satisfaction. 

Self-service (Tier 0, Level 0) capabilities enable users to solve issues without contacting a Service Desk. Portals implementing self service capabilities contain features such as:   

  • Service Catalog with Service Request functions 
  • Incident Ticket creation 
  • Knowledge Base with reference documents, tutorials,  
  • Collaboration Forums 
  • Chat functions with live or virtual agents 

Incorporating self-service capabilities as part of the Service Desk creates a significant enabler of improved user satisfaction and productivity. Traditional Service Desk metrics fail to measure the value and benefits of self-service contact channels. Traditional Service Desk metrics primarily focus on call volume and agent productivity.   Introducing self service capabilities requires new metrics for monitoring adoption and informing decisions. 

Careful definition, collection, monitoring, and reporting of self-service specific metrics have shown: 

  • Increased availability and efficiency 
  • Faster incident resolution 
  • Faster request fulfillment 
  • Productivity improvements 
  • Reduced costs 
  • Happier users 

Insight

Traditional Service Desk metrics fail to measure the value and benefits of self-service contact channels. 

Impact

Assess your organization’s self-service critical success factors to identify the appropriate measures for continual evaluation and monitoring. 

A Deep Dive 

Awareness and usability influence the realization of these benefits. Metrics provide evidence for recognizing the benefits of self service capabilities, while also providing the insight necessary to know when an organization can make improvements. An organization need to measure the Self Service capabilities to understand it’s true effect on the overall Service Desk experience. Exhibit 1 suggests a few new metrics to consider when adopting self-service capabilities. 

Exhibit 1. Potential CSFs and KPIs for Assessing Self-service Results 

CSF KPI Desired Trend 
Reduces Costs Cost per Contact Downward 
Users Find Solutions Self-Service Success Rate 
Self-Service Failure Rate
Upward 
Downward
Faster Than Phone or Email Fulfillment Time Downward or Stable 
Meets Needs Satisfaction Upward or Stable 

CSF: Reduces Costs 

Tracking ‘cost per call’ provides valuable information for a primarily telephone-based Service Desk. The introduction of self-service capabilities creates an omnichannel Service Desk and triggers the need to track costs associated with each contact method.  

Insightful reports show cost trends for each channel, like that shown in Exhibit 2

Implementing tracking for Self Service gives the accurate cost breakdown between all aspects of the Service Desk. An organization might see a reduction of cost across the average cost per contact.  

Exhibit 2. Example Cost per Contact Trend Report 

CSF: Users Find Solutions 

KPI: Success RateKPI: Failure Rate

Measuring the success rate for users leveraging self service capabilities to track incidents and requests provides valuable, but only partial, insight. Consider the situation where only a small portion of users achieve success in finding solutions using self-service, but a sizable portion of users with the same issue call the Service Desk instead.  

Intuitively, one might assume a directly inverse relationship between self-service support channel success and failure rates. However, the scope of each metric is significantly different and requires careful attention to the details.

CSF: Faster Than Phone or Email

Users naturally and consistently return to effective, efficient, and successful methods of accomplishing tasks. When users perceive self-service as faster and easier than calling or emailing the Service Desk, adoption increases and improves benefit realization. 

KPI: Fulfillment Time
KPI: Fulfillment Time

CSF: Meets Needs 

KPI: Satisfaction

In addition to satisfying the needs of users, a self-service implementation must also satisfy the sponsor’s need for realizing a return on the investment. For this reason, Service Managers must monitor both the user’s and the sponsor’s perception of value delivered by the self-service channels  

User experience metrics provide information about these perceptions and require capture across all support channels. Monitoring trends assist in identifying pain points for further investigation as well as raising awareness of needed course adjustments. 

Continual assessment of sponsor perception assists in proactively responding to concerns to making necessary adjustments.

Looking Forward 

Establishing a baseline set of self-service metrics enables continual monitoring as the service organization explores and implements customer experience (CX) advancements such as chatbots, Virtual Assistants, Robotic Process Automation (RPA), Artificial Intelligence (AI). 

The implementation of self-service capabilities significantly influences traditional Service Desk metrics causing a need to adjust expectations and targets. A future article will dive into how self-service should affect trends in Service Desk metrics like lowering First Call Resolution Rates (FCRR) and why that should be the desired affect.

LCG wins National Institute of General Medical Science (NIGMS) Chief Information Office (CIO) Professional Support Contract

LCG wins 3-year National Institute of General Medical Science (NIGMS) Chief Information Office (CIO) Professional Support Contract

July 15, 2021

ROCKVILLE, Md., July 15, 2021 – LCG Inc today announced a multi-year contract to support the National Institute of General Medical Science (NIGMS) in providing Internet Website Design, Content Management and Maintenance Support. 

“NIGMS sought out an organization that could provide a broad range of Strategic & Transformative IT Advisory and Enterprise Architecture Services,” said Chanaka Perera, CTO of LCG Inc. “We look forward to delivering our differentiated Digital Government capabilities to help enhance NIGMS’s mission support and extending our role as our customers’ most trusted partner.”

LCG joins the CIO’s Office of the Information Resources Management Branch (IRMB) to provide CIO Support and PMO services.  Additionally, LCG will provide general IT architecture services support to modernize and improve efficacity within the Institute.

About the National Institute of General Medical Sciences (NIGMS)

The National Institute of General Medical Science (NIGMS) is one of the 27 institutes and centers that makeup the National Institutes of Health, the largest biomedical research agency in the world. NIGMS supports basic research that increases understanding of biological processes and lays the foundation for advances in disease diagnosis, treatment and prevention.

About LCG Inc

Since 1994, LCG has supported Federal Information & Technology (I&T) Organizations to bring precision technology to achieve mission capability and performance success. Our approach centers around providing technology as enablers to deliver government services. It has been a priority of our firm to bring emerging technology capability to transform how the government operates, collaborates, and interacts with citizens.

Additional details on LCG can be found at https://www.lcginc.com/

Media Contact:

Michelle Garvis

Digital Marketing & Social Media Specialistmichelle.garvis@lcginc.com

LCG wins NIGMS Internet Website Design, Content Management and Maintenance Support Contract

LCG wins 5-year National Institute of General Medical Science (NIGMS) Internet Website Design, Content Management and Maintenance Support Contract

July 15, 2021

ROCKVILLE, Md., July 15, 2021 – LCG Inc today announced a multimillion-dollar contract to support the National Institute of General Medical Science (NIGMS) in providing Internet Website Design, Content Management and Maintenance Support. 

“LCG is excited for the tremendous expansion into the NIGMS space, and expand our Website Design capabilities” said Conrad Kenley, President & CEO of LCG Inc. “This win confirms the extensive value NIGMS sees in LCG Inc and the effort we continue to bring to our customers.”

LCG joins the NIGMS team to provide innovative ways for improve and manage the Institute’s Website and other web-based applications.

About the National Institute of General Medical Sciences (NIGMS)

The National Institute of General Medical Science (NIGMS) is one of the 27 institutes and centers that makeup the National Institutes of Health, the largest biomedical research agency in the world. NIGMS supports basic research that increases understanding of biological processes and lays the foundation for advances in disease diagnosis, treatment and prevention.

About LCG Inc

Since 1994, LCG has supported Federal Information & Technology (I&T) Organizations to bring precision technology to achieve mission capability and performance success. Our approach centers around providing technology as enablers to deliver government services. It has been a priority of our firm to bring emerging technology capability to transform how the government operates, collaborates, and interacts with citizens.

Additional details on LCG can be found at https://www.lcginc.com/

Media Contact:

Michelle Garvis

Digital Marketing & Social Media Specialist

LCG wins Information Technology (IT) Operations Server and Service Desk Support Services Support Contract

LCG wins 3-year National Institute of General Medical Science (NIGMS) Information Technology (IT) Operations Server and Service Desk Support Services Support Contract

July 15, 2021

ROCKVILLE, Md., July 15, 2021 – LCG Inc today announced a 3-year contract to continue supporting the National Institute of General Medical Science (NIGMS) in providing Information Technology (IT) Operations Server and Service Desk Support Services Support. 

“LCG is excited to return as a trusted partner in providing sophisticated solutions that accelerate supports, minimizes vulnerability, and maximizes effectiveness of NIGMS’ IT operations”

 said Conrad Kenley, President & CEO of LCG Inc. “We are proud to continue this vital support”

LCG leads the management of all NIGMS servers, personal computers, and mobile devices to secure the highest level of efficiency and security to NIGMS staff. Additionally, LCG will develop, implement, and manage a Service Desk to provide a superior and personalized level of support for all NIGMS staff.

About the National Institute of General Medical Sciences (NIGMS)

The National Institute of General Medical Science (NIGMS) is one of the 27 institutes and centers that makeup the National Institutes of Health, the largest biomedical research agency in the world. NIGMS supports basic research that increases understanding of biological processes and lays the foundation for advances in disease diagnosis, treatment and prevention.

About LCG Inc

Since 1994, LCG has supported Federal Information & Technology (I&T) Organizations to bring precision technology to achieve mission capability and performance success. Our approach centers around providing technology as enablers to deliver government services. It has been a priority of our firm to bring emerging technology capability to transform how the government operates, collaborates, and interacts with citizens.

Additional details on LCG can be found at https://www.lcginc.com/

Media Contact:

Michelle Garvis

Digital Marketing & Social Media Specialist

Software Development
and PMO Partnership

LCG wins National Institute of Mental Health (NIMH) Software Development Lifecycle Management and Project Management Support Contract

June 28, 2021

ROCKVILLE, Md., June 28, 2021 – LCG Inc today announced a multimillion-dollar contract to support the National Institute of Mental Health (NIMH) in providing Software Development Lifecycle Management and Project Management Support. 

“LCG is excited for the tremendous expansion of our application development and PMO support profile,” said Conrad Kenley, President & CEO of LCG Inc. “This work addresses our customers’ critical mission needs and confirms LCG’s value that we bring to our customers through our employees’ hard work and dedication.”

LCG joins the NIMH Information Technology Branch in supporting software development, maintenance, security, and enhancement services required to support the agency’s administrative and extramural business processes. Additionally, LCG supports the agency’s Project Management Office, managing and executing IT Portfolios and Initiatives, enhancing the NIMH Technology Branch’s responsiveness to agency stakeholders.

About the National Institute of Mental Health (NIMH)

The National Institute of Mental Health (NIMH) is the lead federal agency for research on mental disorders. NIMH is one of the 27 Institutes and Centers that make up the National Institutes of Health (NIH), the largest biomedical research agency in the world. NIMH is working to transform the understanding and treatment of mental illnesses through basic and clinical research, paving the way for prevention, recovery, and cure.

About LCG Inc

Since 1994, LCG has supported Federal Information & Technology (I&T) Organizations to bring precision technology to achieve mission capability and performance success. Our approach centers around providing technology as enablers to deliver government services. It has been a priority of our firm to bring emerging technology capability to transform how the government operates, collaborates, and interacts with citizens.

Additional details on LCG can be found at https://www.lcginc.com/

Media Contact:

Michelle Garvis

Digital Marketing & Social Media Specialist

LCG Receives ISO 9001:2015 Accreditation

LCG’s commitment to quality, customer satisfaction, process adherence, and continual process improvement was validated recently by our organization receiving the ISO 9001:2015 Certification. This certification further reinforces LCG Quality Management and Assurance priorities, demonstrating conformity to quality management requirements. 

LCG CEO Conrad Kenley states, The ISO 9001:2015 accreditation is a big deal.  It positions LCG as not only a high value IT solutions provider to our customers, but also assures them of our commitment to high quality standards.  This is an important step in our growth and will be a plus for our competitiveness in the marketplace.” 

LCG has brought precision Information & Technology (I&T) Services to achieve mission capability for Federal Organizations since the early 1990s.  The ISO 9001:2015 Certification optimizes LCG’s ability to bring performance success by applying quality management principles to enhance customer satisfaction consistently, allowing our customers to achieve predictable and evidence-based results. 

Presented below is the Formal Press Release from the Performance Review Institute Registrar: 

PRI Registrar recognizes LCG, Inc. for its commitment to continual improvement in their management system 

LCG, Inc. received accreditation for demonstrating their ongoing commitment to quality by satisfying customer requirements and industry specifications.  

“LCG, Inc. has demonstrated its commitment to world class quality by implementing and becoming certified to the ISO 9001 standard. They have joined an elite number of organizations worldwide who have achieved certification to this globally recognized quality standard,” said Randy Daugharthy, Director of the Registrar Program at the Performance Review Institute Registrar.  “PRI Registrar is proud to partner with LCG, Inc. in this accomplishment and look forward to continued support of their objective of quality excellence.” 

About PRI Registrar 

Since 1995, Performance Review Institute Registrar, a management systems registrar, has helped a multitude of organizations achieve and realize their true potential through the development of management systems and quality systems certification. As an affiliate of SAE International, PRI Registrar is a not-for-profit organization, uniquely motivated with a mission and commitment to raise the bar in any industry it serves. To learn more information, visit www.priregistrar.org or contact PRI Registrar at priregistrar@p-r-i.org today. 

LCG CEO and Founder Conrad Kenley, Recipient of the 2021 Wilbur Parker Alumni Award

LCG Founder and CEO Conrad Kenley is the honorary recipient of the 2021 Wilbur Parker Distinguished Alumni Award from the Samuel Curtis Johnson Graduate School of Management at Cornell University. The Office of Diversity and Inclusion (ODI) and Alumni Affairs at the Johnson Graduate School presented the award during its 11th Annual Johnson Diversity Alumni Awards ceremony, held virtually on Feb 18, 2021 

Wilbur Parker was the first African-American MBA to Graduate in 1950 from Cornell and the inaugural recipient of the Distinguished Alumni Award from Johnson’s Black Graduate Business Association in 2003, subsequently named in his honor. The Wilbur Parker Award recognizes African-American alumni from the Johnson Graduate School of Management who demonstrate outstanding professional achievement and commitment to their community. 

Conrad started his career at Arthur Andersen as an auditor after graduating from the Cornell Johnson Business School in 1975 with an MBA in engineering. Conrad has held several Executive Leadership positions at multiple firms, including American Express, MCI Communications, and Merrill Lynch. Conrad founded LCG in 1990 with the objective of brining innovative & emerging technologies for business operations supporting Federal Missions. In his award acceptance speech, Conrad quotes: 

LCG CEO Conrad Kenley

“I urge you to think about how you will stay agile, innovate, and evolve,” said Kenley. “One thing is for certain: Change is inevitable, and you will need to keep preparing yourself for further change.” 

Conrad also quoted: 

“You will need a work/life balance, you can’t get any more time and have you a lot of living to do.” 

Conrad is deeply involved in multiple charities supporting the Boys & Girls Clubs of Sarasota, FL, the American Heart Association, and the NIH Children’s Inn.  

Conrad has a passion for Jazz Music, history and education. He has been on the DC Jazz Festival (DCJF) board of directors since 2006 and as Chairman since 2016.  DCJF is a non- profit organization bringing affordable Jazz  education and performances to the Washington, DC area for students of all ages.  

Click here to watch a recording of the 11th Annual Diversity Alumni Awards ceremony.

References: 

LCG’s Cybersecurity Program enables customers to focus on their mission rather than on information technology

By: Pamela Dillard, CISSP, CAP, PSM1

LCG enables its Federal customers to build FISMA compliant Cybersecurity Programs from the ground up.  Once established, these programs facilitate NIST-compliant security Authorizations and Continuous Monitoring.  Because we maintain insight into the latest Federal guidelines for Cybersecurity we can develop Cybersecurity Programs and Authorization Packages that are FISMA, NIST, and Agency compliant.

Our turnkey approach to Cybersecurity Program development has enabled us to consistently apply protection across customer systems and networks, no matter how diverse or complex, to ensure compliance with an ever-expanding list of Federal Cybersecurity directives. Our approach has enabled our world class health and medical research customers to focus on their mission rather than on information technology.

Our proven method eloquently balances what are seemingly competing objectives—ensuring cybersecurity while employing best practices to reduce costs and level of effort.  Our streamlined methodology is hierarchical, inheriting as much as possible from existing organizational policy and security controls.  The Cybersecurity Programs developed by LCG integrate Governance, Risk Management, and Compliance into an holistic, coordinated program that saves our Federal customers the enormous time and expense of addressing each cybersecurity mandate separately. 

The impact of the LCG method results in an enterprise-wide Cybersecurity Program that consistently protects our customer’s systems and data while keeping them compliant with complex and evolving standards set forth by FISMA and other regulatory directives.

LCG and You, Supporting Our First Responders in the Fight Against COVID-19

First responders and healthcare professionals are on the front lines providing support to communities in the metropolitan District-Maryland-Virginia (DMV) during the COVID-19 pandemic.

The COVID-19 Pandemic has placed unprecedented demands on the health care system; this has caused shortages in Personal Protective Equipment (PPE). Together, LCG assisted first responders, healthcare professionals, and community groups to safely fight this virus and help those risking their lives to protect us.

On Saturday, September 26th, LCG staffers and their family members laced up their sneakers or put air in their bicycle tires to participate in LCG’s Virtual 5k Walk-Run-Bike fundraiser.

LCG in partnership with the First Responders Children’s Foundation COVID-19 Emergency Response Fund hosted a Virtual 5K Walk-Run-Bike fundraiser. These funds will go to purchase and dissemination of PPEs to first responders, healthcare professionals and community groups in the DMV.  LCG matched the amount raised by each employee through the fundraiser.

LOCATION: WHERE WAS THE VIRTUAL 5K WALK-RUN-BIKE HELD? 

Similar to LCG’s “Work from Home Policy”,  this event was held at local parks, bike and walking trails and communities throughout the DMV.   To ensure safe-distancing and to avoid large crowds, each participant identified a favorite location in their community where they can engage in a 5K walk, run or bike ride.  The chosen activity took place throughout the day of September 26th. 

HOW WILL THESE DONATIONS HELP FIRST RESPONDERS IN THE DMV?

To date, through the First Responders Children’s Foundation COVID-19 Emergency Response Fund, 17 grants have been made in Maryland and 139 in Virginia to assist with the purchase of PPEs.  The COVID-19 Emergency Response Fund has also joined forces with the VA Highway Patrol to help in the distribution of the PPE supplies.

Collaborating for success

Our journey at the Health and Human Services (HHS) has allowed LCG to position ourselves to make a significant impact on supporting advances in biomedical research – providing a multitude of technology and grants management services to its constituents. For the National Institutes of Health (NIH), we are a trusted partner delivering managed infrastructure & operations, application services, grants services, cyber security, and other technology-related consulting services to support government-wide technology and grants management initiatives. 

Services
Collaborating for success

Our long-standing experience has allowed our firm to bring a continuous modernization mindset to ensure our clients always are equipped with the most up-to-date tools and solutions to deliver on their mission objectives. LCG is positioned to provide these types of services through a series of Government-Wide Acquisition Contracts (GWAC), and Blanket Purchase Agreements (BPA)

Contracts
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