BCCS Services

Customer Service Center: Service Desk

The BCCS Customer Service Center (CSC) is your starting point for requesting new services or to report a problem encountered with existing BCCS supported services. The CSC consists of customer service representatives from various State agencies as a result of the State's IT rationalization efforts. This diverse group of representatives collectively brings years of experience to the customers of BCCS. Their knowledge of many of the processes and procedures of the BCCS customer base helps to provide solutions in a timely manner.

The CSC responds to an average of 10,000 telephone calls each month, supporting over 80 State agencies, boards, commissions and other governmental customers.

Calls that cannot be resolved during the first call are referred outside the CSC to other BCCS teams for further analysis and resolution. Those teams typically consist of field technicians who directly diagnose and resolve issues. They may also consist of subject matter experts who offer a specialized degree of knowledge and experience to address complex and unusual situations.

The CSC combines efficiency with optimal resource utilization. By centralizing the service desk operations within a single location, duplicate use of valuable State resources, effort, and energy is significantly reduced. It provides for consistent responses to issues experienced across the BCCS customer base, and, allows for continuous improvements to the services delivered.

The CSC services are available to all state agencies, boards, commissions, universities, offices of the Illinois House and Senate, and Constitutional Officers.

From mainframe solutions to desktop applications, BCCS will assist in "Keeping You Connected".

What is Included?	What You Should Expect?
How Can You Help?	Need More Information?
Service Order Information

What is Included?

Customer Service Representatives who assist in completing IT and Telecommunication service requests or resolving incidents
Incident and request tracking ensuring your call is tracked from receipt to resolution
Use of the Remedy IT Service Management system to access incident experience histories to better respond to customer issues
Online access to Remedy IT Service Management system to review status of requests and incidents
Use of EMS11, the web-based billing, order management, and inventory system used by the CSC to process, track, and bill all telecommunications products and services.
Categorization and analysis of incident tickets to identify trends and/or recurring problems

Top

What You Should Expect?

Normal hours of operation are from 8am to 5pm, Monday through Friday
Extended service hours may be arranged as funded for customers with on-going business requirements beyond the normal hours of operation.
Prompt, courteous and well-trained service staff
Good customer follow-up communications until the problem is resolved or the task is completed
General explanations of underlying reasons for and resolutions of reported incidents.
Monthly and quarterly performance reports.
BCCS strives to answer 80% of all calls to the CSC within 30 seconds.

Top

How Can You Help?

If reporting a hardware or software problem, gather needed information before placing the call by documenting:

Inventory tag number
Product name, version or model of any hardware or software involved
Any error codes or symptoms observed
Is the problem intermittent or continuous
How many people are impacted by the problem
Location and the person to contact for follow-up

For most service requests an ESR or TSR form will be required and is referenced below.

Top

Need More Information?

See the CSC frequently asked questions for additional information.

See the BCCS Services Catalog for information regarding the services we offer.

Price quotes:	Find your CSS [PDF, 35KB]
Repair & Other questions:	Customer Service Center (CSC) In Springfield: 217-524-4784 Other locations: 800-366-8768 (follow prompt selection) CSC Staff Directory
Billing Questions:	CRF Billing Help Desk: 217-524-9369

Top

Service Order Information

Please submit an Enterprise Service Request (ESR) Form (DOC, 277KB) to request new IT services or make changes to an existing service. Instructions (DOC, 77KB) are available to assist with completion and submission of the ESR. Please click here for more information on BCCS IT Forms.

Most telecommunication service requests begin with a Telecommunication Service Request (TSR) Form (TSR Form Page 1 [DOC 91KB] and TSR Form Page 2 [DOC 71KB] ). Please click here for more information on BCCS Telecommunication Forms.

Top