Over the past two years, the CNYRIC has embarked on a process to build a new strategic plan that addresses, among other things, a commitment to providing the best customer support possible, even as technology trends shift and district needs continue to change and evolve. |
Through our discussions on how best to meet these changing needs, we have identified several things. Most important among them, is the fact that we have many talented individuals who work on the technical side of the CNYRIC, but the way we are structured into separate departments is not always the most efficient. As a result, we believe that a more centralized model for technical support will yield tremendous benefits overall.
To that end, the CNYRIC Leadership Team is excited to announce the creation of the new Network Operations Center (NOC). The NOC has become the common (physical) space for our Network, Technical Support, IaaS, and Help Desk teams. This space has been formed by joining the two large areas currently occupied by our Network and IaaS employees. Call in-take, monitoring, triage, tier 2 and 3 escalation, and all respective department leaders are now in one space.
We envision the new CNYRIC NOC to be a professional, secure, collaborative, efficient, cutting-edge facility that will be a major first step toward improved technical/customer support. We feel strongly that we will quickly realize improvements in communication, incident management, emergency response, coverage/overlap, and be able to eliminate many redundancies.
As we settle into the new NOC, we will begin a process for examining the overall workflow of customer support at the CNYRIC, in pursuit of our ultimate goal: Providing exemplary customer service to our clients.