Communications‎ > ‎

12-4-18

VITA wants your feedback on rollout of Keystone Edge

To AITRs at agencies using Keystone Edge,

          VITA wants your feedback on rollout of Keystone Edge

Now that VITA has officially transitioned 20 agencies and the VITA Customer Care Center (VCCC or service desk) to the Keystone Edge tool, we want your feedback. 

This major transition involved the migration and validation of millions of pieces of data. While we encountered a few minor challenges throughout the transition to Keystone Edge, we are pleased to report that the service desk, our suppliers and 20 agencies, including your agency, are now working in the new tool. 

The Monday after the Thanksgiving holiday is traditionally one of the busiest days for the VCCC. This year was no exception - and, yet, the VCCC was able to successfully process a full ticket load using the new system. The VCCC staff members have successfully processed more than 10,000 tickets in the new system. The average time to answer a call is now less than 30 seconds.  

We want your thoughts on how well we did preparing you for this transition so that we can continue to improve our training, communication and approach for future rollouts. Please take a few minutes to share your honest feedback with us, and let us know what else we may do to help agencies be successful in such rollouts.  

Click here to complete the survey

Thank you for staying engaged and flexible throughout the transition to Keystone Edge. We value your support as we launch the next generation of IT services for the commonwealth.