CAI Service Desk helps state agency streamline operations and increase safety
One of the largest state-run toll enterprises in the U.S. operates more than 600 miles of road and generates more than $1 billion a year. In its efforts to streamline operations and increase safety for its constituents, the agency made a name for itself in the public sector as one that embraces leading-edge business and technical solutions. Just over 2,000 employees support an average of 1.8 million motorists on the turnpike each day.
The agency wanted to combine the service desk with its command-and-control network operations support center operated by CAI. The network operations center manages toll collection systems 24 hours a day, seven days a week. This would allow the agency to consolidate work duties and improve processes in the service desk. The goal was twofold: better customer service and lower costs.
CAI was part of an initiative to provide consulting and business transformation services to reduce labor costs and repurpose staff to more meaningful work. CAI analyzed the key work requirements and existing processes at the service desk, so it could standardize and document them. It then transferred those duties to its network operations support center and educated the repurposed staff for new duties. CAI assessed the contractors and provided recommendations for future responsibilities.
Through process improvement and duty restructuring, the operators at the network operations center were able to absorb the tasks previously performed by the service desk. The employees who were freed up transitioned to quality assurance, where they work with a team tracking purchasing and inventory. Consolidating the service desk with the turnpike’s cutting-edge network operations center saves it more than $800,000 a year.