The Nuremberg-based German Federal Office for Labour has extended its contract with EDS to operate its user helpdesk for an additional two years. This agreement extends the relationship, which started in 1998, for a second time until 2006.
The EDS-provided helpdesk was implemented four years ago after the Federal Office restructured its internal information technology (IT) infrastructure. Currently, EDS supports more than 90 000 Federal Office for Labour employees with an average of 33 000 requests per month - one of the largest helpdesks of it kind in Europe.
EDS`s consistent high-quality service delivery has been a significant factor in extending the successful relationship, said representatives of the German Federal Office. Approximately 220 users per month are asked to rate EDS services based on criteria such as availability, competence, duration of support services, problem recognition, intelligibility of the steps for solving the problem, friendliness and overall opinion of the central point of contact.
"The helpdesk services receive consistently high ratings from users in regular surveys," said Dr Andreas St"ohr, head of the IT department at the Federal Office. "Since the beginning of the implementation, more than 5 500 users have been surveyed, with results averaging 1.9 on a 1 to 6 scale, with one being the best - which is close to superior."
"This contract extension proves the Federal Office for Labour`s confidence in EDS and its services, and demonstrates the importance of service excellence as a decisive factor," said Reinhard Clemens, chairman of the board management of EDS in Germany. "As a client of one of the world`s leading providers of helpdesk services, the Federal Office also benefits from EDS`s innovation, technical progress and constant high quality service."
EDS desktop services provides comprehensive management of clients` total desktop environment, in front of and behind the wall, including PCs, laptops and handheld computing devices. EDS`s helpdesk agents support 3.3 million desktop seats for clients - whether there are 60 or 360 000 seats - in 24 languages and receive more than 27 million support calls each year.
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