State Department sees RPA as path to help desk efficiency

The State Department wants to improve help desk operations with robotic process automation.

In a July 16 request for information, the department’s Office of Consolidated Customer Support (CCS) said that as it modernizes and consolidates the agency’s 19 help desks, it wants to automate routine processes – password resets, data access and transfer requests and re-enabling disabled accounts — to cut down on the time-consuming, manual, redundant tasks currently assigned to help desk staff. Other use cases involve using RPA to test web-based systems to ensure they are operational, send follow-up emails to customers and automate the processes of disabling accounts and modifying distribution lists.

Read more here: State Department sees RPA as path to help desk efficiency

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