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City of Ontario, California Uses FootPrints to Speed eSupport and Deliver Online Self-Service to City Employees by Gaining Control of Support RequestsEDISON, NJ (December 18, 2001) - UniPress Software, Inc., a leading provider of help desk and issue management software, today announced that the City of Ontario, California uses FootPrints® to offer technical support to employees in 23 offices and 65 patrol cars. FootPrints is a 100% web-based help desk and issue management solution, without high costs and complex administration. The City uses FootPrints to centrally track and manage support requests, and store information and solutions in a centralized knowledge base to deliver fast help and self-service online.The City’s 1100 employees manage everything from public safety and sanitation to recreation and utilities, supporting 162,000 residents. To ensure quality service, the City’s Information Services (IS) department offers computer, network and telecommunications support. Previously, the department had no way to organize technical requests, relying primarily on a clutter of Post-It notes to track issues. Members of the IS team were also often stopped in the hallways with urgent requests - making it even harder to effectively prioritize and address open items. The department recognized an urgent need for a system to better manage and track requests, and make sure issues didn’t get overlooked or lost. After reviewing Blue Ocean’s Track-It!® and FrontRange’s HEAT®, the City chose FootPrints to automate its support process. A key factor in the City’s decision was FootPrints’ comprehensive knowledge base, which stores issues, information and solutions online so the IS staff can quickly address problems, while employees submit tickets and find solutions on their own. FootPrints’ web architecture was another critical feature, offering seamless access to the help desk through any browser, from any location. Simplicity and flexibility were also important to the City. FootPrints offers fast installation and ease-of-use, without programming, database administration, consulting or training. Employees connect to FootPrints through the City’s intranet, or submit requests via phone or email which are then entered into FootPrints. The IS department easily customized the software with specific fields to automatically sort requests by department, problem type and origin, facilitating fast responses from the appropriate technicians. By centrally accessing issues, status, user histories and more in FootPrints, the City’s technicians are better prepared to address requests. And with 120+ solutions in the knowledge base, they can find fast answers to problems. FootPrints’ built-in remote control capabilities further speed issue resolution. Automatic email alerts keep everyone informed of status, improving communication. “If we’re not doing our job well, the City’s employees can’t provide good service to our citizens,” commented Dale Wishner, The City of Ontario’s IS Technology Supervisor. “We exist to serve our citizens - and FootPrints makes sure that we can.” FootPrints has also tightened the City’s overall support operation, with extensive reporting to track resolution times, volume, problem patterns and workload, and make changes accordingly. Finally, the City plans to extend the benefits of FootPrints beyond the help desk, setting up an additional project to automatically track requests for facilities maintenance online. About UniPress Software, Inc. Headquartered in Edison, New Jersey, UniPress Software, Inc. is a developer of web-based issue management software, including FootPrints® and FootPrints for Exchange. The FootPrints products have over 50,000 active users at corporate organizations, government offices and educational institutions worldwide. FootPrints is available on the GSA schedule under contract number GS-35F-0391L. For divisions of the DOD, UniPress’ CCR (Central Contractor Registration) number is 742065. UniPress also distributes PC and UNIX connectivity tools, serving more than 20,000 customers since its inception in 1983. For more information, contact UniPress at 732-287-2100, or access the company’s web site, www.unipress.com. Editorial Contact: Kevin McLaughlin Springboard PR 732-863-1900 ext.103 kmclaughlin@springboardpr.com top of page |
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