UXCamG
commented
2 months ago Subject: Invitation to “Reimagining Technical Support” Workshop
Dear Members of Leadership,
The VA.gov Veteran Support team is pleased to announce an upcoming workshop on reimagining our Technical Support approach. We will explore innovative ways to improve our support processes as we strive to enhance our services and better meet users' needs. Your expertise and insights will prove invaluable in this mission, so we’d like you to attend.
Workshop Overview
In this collaborative workshop, we will brainstorm and develop strategies for transforming Technical Support. We’ll explore new methods and technologies to create a more efficient, user-friendly, and practical support system.
Key Objectives
- Identify current challenges and pain points in Technical Support operations
- Explore innovative solutions and best practices from within and outside
- our industry. Develop actionable plans to implement solutions.
Preparation for the Workshop
To ensure a productive session, we need your insights and concerns related to the current level of technical support. Your insights will help us focus the discussion and prioritize critical issues.
Please reply with your most pressing issues by [specific date]. Consider the following:
- Identify common technical issues faced by Veterans
- Evaluate the efficiency and effectiveness of the current Technical
- Support process
- User satisfaction and feedback
- Tools and resources currently available
- Training and development needs
Note: Please determine if you can access Mural visual work platform software on the VA network.
Your participation is crucial in helping to shape the future of VA.gov Technical Support. We are grateful for the opportunity to work together and look forward to your contributions. Please don’t hesitate to contact us if you have questions or need further information.
Regards, VA.gov Veteran Support
[
clantosswett
Kimberley2023-CSM
ATMiddleton
The goal of this workshop is to collaboratively explore and reimagine technical support strategies to enhance customer satisfaction and efficiency. This session will involve brainstorming, prioritizing ideas, and developing actionable plans.
Introduction and Welcome
[ ] Start with a warm welcome and introduce the purpose and agenda of the workshop.
[ ] Set expectations and explain the workshop's structure.
Icebreaker Activities
[ ] Conduct icebreakers to make participants comfortable and encourage interaction.
Facilitate Discussions
[ ] Guide discussions and activities to ensure they remain focused on achieving the workshop objectives.
[ ] Encourage participation from all attendees and manage time effectively.
Capture Insights
Record key points, ideas, and insights from discussions and activities.
Summarize and Review
[ ] At the end of each segment, summarize the main points and ensure everyone is aligned.
[ ] Review the outcomes of the workshop and highlight key takeaways.