Notice: applying this to your agency.
The IT Project Resources are not meant to replace your agency’s internal project management practices or prescribe how you must operate. Instead, they offer concepts and tools that can strengthen delivery by providing a scalable framework for project level coordination. All project documentation should be maintained throughout each stage in alignment with agency policies and, where applicable, WaTech requirements and oversight expectations.
This task focuses on collecting and summarizing help desk activity to understand system stability, user experience, and post‑implementation support needs. Agencies, programs, and projects use this activity to track support tickets, resolution times, and issue trends. The goal is to identify patterns that indicate where additional stabilization, training, or system improvements may be required. Track support tickets, resolution times, and issue trends to assess system stability and user experience.
For Programs:
Consolidate help desk activity across all agencies. Identify enterprise‑level trends and stabilization needs.
For Programs with Agency‑Led Sub‑Projects:
Agencies submit local help desk metrics. Enterprise team synthesizes results for program‑wide analysis.
For Projects:
Track project‑specific support tickets and resolution trends.
WaTech available template: None