June 7th marked a major milestone in the statewide IT modernization effort. This completes the Governor’s initiative as DHW transitioned the majority of its IT services to ITS. The scale of the move immediately increased our support footprint and call volumes. Teams answered with speed, skill, and steady teamwork.
Numbers at a glance
What happened on Day One and beyond
The first day of integration brought a surge in demand. Tier 1 saw call volume nearly double beginning at 7:30 a.m., finishing the day with roughly 160 more calls than average. Despite that intense spike, the Tier 1 Help Desk maintained an 81% handle rate on day one and has since raised that to 90%. This is a testament to frontline resilience and rapid learning.
Overall call volume settled to an average 35% increase compared to May, and the onsite team experienced an 11.5% average workload increase over the prior month. Support teams anticipate June being the busiest month we have ever seen!
Why this matters
- Scale and complexity: Adding thousands of devices and user accounts overnight expanded our support surface significantly.
- Service continuity: Rapid incident triage and high handle rates kept DHW staff productive during a major operational change.
- Team adaptability: ITS staff quickly absorbed new agency processes and terminology while delivering consistent support.
Standout performance and teamwork
- Tier 1 Help Desk stabilized call handling quickly and improved performance metrics within days.
- Onsite technicians absorbed a measurable workload increase while maintaining service quality.
- All service teams closed the majority of incoming incidents in the first 10 days, reflecting efficient escalation and resolution workflows.
Thank you and next steps
A huge thank‑you to every ITS team member who stepped up during Phase 6. Your professionalism, long hours, and collaborative spirit turned a high‑pressure transition into a successful operational expansion. As we continue to onboard DHW systems and refine support processes, ITS will focus on:
- Sustaining handle rates and reducing time‑to‑resolution.
- Knowledge transfer and documentation to shorten service delivery windows and make the best use of new staff.
- Proactive communications to keep support staff informed and empowered.
Your hard work is visible across the numbers and in the gratitude, we’re hearing from customers. This is a proud moment for ITS, together we met a big challenge and reinforced our reputation of excellence in providing IT services to the state of Idah
