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DTMB's Client Service Center earns back-to-back HDI Support Center recertifications

The Michigan Department of Technology, Management & Budget’s Client Service Center (CSC) serves as the primary point of contact for State of Michigan employees and contractors needing technology assistance. Last year alone, the CSC answered more than 230,000 calls, with an average first-call resolution rate of 84% and a 97% customer satisfaction rate.

In June, the CSC received HDI Support Center Certification, an internationally recognized standard for best practices in IT support.  The CSC achieved an overall rating of 3.5 out of 4.0, matching its previous overall rating of 3.5 against an updated measurement standard, being one of the first organizations in the U.S. to be rated against the new standards.

The multiday audit review occurred in May, and findings were released in June. The audit acknowledged the CSC’s strong commitment to tackling key opportunities identified in the 2021 audit and demonstrated significant growth with communicating and practicing their mission and goals, adding depth to operational plans, and streamlining a method to track management escalations.

Those who meet the HDI standards for certification have proven that all aspects of IT support and operations are fully optimized. The certification must be renewed every two years, and the CSC was required to demonstrate additional growth from their audit renewal in 2021.