Commitment to Customers
The N.C. Department of Information Technology’s IT professionals are committed to providing outstanding service to customers and the North Carolinians they serve.
Our customers are the heart of what we do. Our goal is to build long-term relationships, so we can provide better IT solutions. This means we address all customer issues fully and resolve them completely. Our staff is trained and empowered to:
- Better understand customer businesses
- Take personal accountability for customer issues
- Explain solutions in layperson's terms
- Refer for more technical intervention as needed
- Be innovative in addressing the unique business needs of each customer
The NCDIT Service Desk uses processes to measure performance, provide consistent support and improve customer satisfaction. Two processes are described below:
- First-call resolution: We work with multiple support groups to build solution scripts into our knowledge base. By continually improving the depth of our knowledge, we are better able to resolve your issues when you first contact us.
- Ticket ownership: A service desk specialist is assigned as the owner of every customer ticket. Ticket owners review all their tickets to ensure that support handle them promptly and they have essential information and that customers are consulted upon resolution. The NCDIT Service Desk follows up with customers and the support group to ensure that all customers are satisfied with the results.
To use information technology to make government more efficient, effective and user-friendly for the public, the N.C. Department of Information Technology was established in 2015 as a single source of accountability and authority for IT budgeting, personnel and oversight of information technology for many state agencies.
Led by the state chief information officer, the department is the leading provider of IT services to state agencies, local governments and educational institutions across North Carolina.
Our services include hosting, networking, telecommunications, desktop computing and unified communications, including email and calendaring. We offer 24/7 support through our ITIL®-trained Service Desk and IT Service Support teams.
In addition, the Office of the State Chief Information Officer provides oversight of state agency IT projects and manages IT procurement, cybersecurity, business relationship strategies and statewide architecture. The state chief information officer is also represented on several boards and commissions, including the Information Technology Strategy Board.