The Federal Reserve Bank of New York works within the Federal Reserve System and with other public and private sector institutions to foster the safety, soundness and vitality of our economic and financial systems.
The Federal Reserve Bank of New York is one of 12 regional Reserve Banks which, together with the Board of Governors in Washington, D.C., make up the Federal Reserve System. The Fed, as the system is commonly called, is an independent governmental entity created by Congress in 1913 to serve as the central bank of the United States. It is responsible for:
The HR department within the New York Fed, was faced with the problem of effectively managing requests coming from different areas of the bank. Employees, bank wide, used to call a help desk number and the call was either answered or diverted according to type of request. This process was manual and there was no way of tracking the progress of the request. Also there was no history of the requests. No statistics could be created.
It was high time that a help desk type system was created to alleviate the problems described. We needed a system where any employee can submit a ticket and track its progress. Once the ticket is created, it needs to be assigned to a support staff automatically. The support staff needs to be notified by the system on a pending ticket. The workflow of the ticket needs to be defined in the system. As the ticket moves from state to state the originator needs to be notified of its progress. HR was looking for such a solution.
Since, FIT was already at use in New York Fed, as a defect tracking tool, HR was already exposed to it in other projects. HR group reached out to us to implement the desired solution. As we are familiar with FIT solutions, we picked the help desk track. As all users of the bank need to be able to enter tickets, we enabled the anonymous entry and query feature that comes with FIT solutions. We created our own front end for the external users and customized the help desk track as per requirements. It was very easy to create and customize tracks.
The users were very happy with filtering, reporting and audit trail capabilities of the system. The system is currently in production with favorable feedback from the users.