By Office of CIO Communications

Today Americans turn to the Internet not only for news and information, but also for answers to everything from health topics to finances. The extent to which users are connected to the Internet has increased the demand for more sophisticated, web-based self-service models.

In 1999, the NAVAIR National Help Desk (NHD) selected ServiceWare as the vendor for its knowledge management tool. This month, the NHD has made “Knowledge-Pak Viewer” accessible to all NAVAIR NMCI customers via its self-service Web site (type https://knowledge directly into address bar).

“It’s all about providing employees with the help they need by getting the right information to them when they need it,” said Tammy Manahan, National Help Desk Manager. "Being able to provide on-line self-service support is very important because customer service is about serving customers and ensuring their needs are met.”

Now, customers will be able to find answers to their questions about Sigma, VPN, and PKI Certificates by visiting the same knowledge base web site as NHD personnel. The information in the knowledge base is very diverse; topics span video teleconferencing, MAC requests, server shares, and voicemail to list a few.

“Although Help Desk analysts are available from 0600 to 2000 ET Monday through Friday, “Knowledge-Pak Viewer” provides access to web-based self-service 24/7”, said Ms. Manahan. Using the text-based search feature, customers can visit the web site to search the knowledge base and find answers on their own. Information contained in the knowledge base is never static. NHD’s knowledge management team along with Subject Matter Experts collect organizational “knowledge” and ensure the knowledge base is accurate. Information is continuously updated as data changes or becomes available.

For more information, call the NHD at 301.342.3104 or 1.888.292.5919.