Louisville, Ky.- This week, Appriss Inc. adopted an innovative IT service standard called Information Technology Service Management, or ITSM — a set of internationally-accepted best practices for delivering outstanding IT service to customers.
Appriss provides technology solutions that help local, state, and Federal government agencies to serve and protect their citizens through innovative products like VINE®, the National Victim Notification Network; and JusticeXchange™, the leading solution for connecting criminal justice agencies nationwide.
The ITSM standards have been developed by combining the best practices of numerous companies that provide excellent IT services. By adopting these standards, Appriss expects to accomplish the following goals:
1) To continue improving the level of service Appriss offers to its customers.
2) To resolve customers’ problems more rapidly, with a goal of solving the problem while the customer is on the phone with a service representative.
3) To better address the root causes of problems, rather than simply addressing symptoms. ITSM provides excellent methodologies for identifying and resolving technical problems, so that the problem doesn’t arise again later.
4) To deliver a consistent level of service to all Appriss customers. Under ITSM, technical service will be provided around-the-clock by a staff of highly qualified technicians so that system issues can be resolved with minimal delay.
The adoption of ITSM will result in changes to the way Appriss addresses customers’ needs. The company has launched the Appriss Operations Center (AOC), where a new team has primary responsibility for all technical issues related to Appriss products and services. The AOC will be fully staffed 24 hours a day, seven days a week to answer customers’ calls and work to resolve the issues.
“The implementation of ITSM and the Appriss Operations Center (AOC) will allow Appriss to improve the quality and efficiency of both our technical support services and our strategic account management,” said Brian Oldham, the company’s Chief Technology Officer. “We feel confident that these changes will please our customers and help us maintain the quality of service they have come to expect.”
Appriss provides innovative technology solutions that help governments serve and protect their citizens. Its flagship product, VINE® (Victim Information & Notification Everyday,) allows crime victims and the general public to obtain offender custody or court status over the telephone or the Internet in more than 1,500 counties in 39 states and two Canadian provinces. Partnering with a team led by AT&T Government Solutions Inc., Appriss provides automated notification services to victims of Federal crimes through the U.S. Department of Justice.
Other innovative products and services include JusticeXchange™, an Integrated Criminal Justice application, and Alertxpress®, a high-speed notification solution for criminal justice agencies.