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AASIS Support Center (ASC) Help Desk
 
The AASIS Support Center (ASC) provides ongoing support to users of the Arkansas Administrative Statewide Information System (AASIS).

The AASIS Help Desk, an important component of the AASIS Support Center, provides a centralized location for AASIS users seeking support and assistance and is the only intake point for all support calls from AASIS users.

For improved customer services, AASIS users making direct contact with the AASIS Functional or Technical teams are referred to the AASIS Help Desk.
 
AASIS SUPPORT CENTER (ASC) MISSION STATEMENT & OBJECTIVES
 
MISSION STATEMENT
The AASIS Support Center provides exceptional customer support for AASIS users and agencies.
 
OBJECTIVES
  • To document, to manage, and to assign all user support calls in a manner consistent with each caller's right to expect courtesy, accuracy, and promptness
  • To provide AASIS customers with the fastest possible problem resolutions
  • To apply all resources needed for complete, accurate, and consistent problem resolutions in the shortest possible time
  • To identify and implement improvements in user support services through ongoing self-monitoring and the continuing search for improvement.
 
AASIS HELP DESK OPERATIONS
The AASIS Help Desk provides user support via a two-level structure. Level One support is provided by professional Call Analysts assigned to the AASIS Help Desk. These analysts have a great deal of knowledge about AASIS functionality and business processes, and they make extensive use of customized scripts to facilitate problem resolution.

Level One duties handled by the AASIS Help Desk include:
  • Accepting all calls from User and Reporting Agencies
    (Note: Service Bureau Agencies receive customer support from the Department
    of Finance and Administration.)
  • Logging each call into the Help Desk database
  • Assigning a priority level to each call
  • Resolving the problem at Level One when possible
  • Assigning the problem to the correct Level Two resource when the problem cannot be resolved at Level One
 
Level Two support is provided by specialized teams with particular expertise in Human Resources, Financial Management, Materials Management, and Technical Support. The AASIS Support Center Team Managers monitor all outstanding problem logs to ensure timely problem resolution.
 
WHAT THE AASIS HELP DESK SUPPORTS
  • All AASIS software in production
  • All automated interfaces between AASIS and other user agency and reporting agency administrative systems, including inbound and outbound interfaces and
    troubleshooting for interface development
For all problems unrelated to AASIS-including networking, Windows, and PC workstation-related issues-users should contact their agency's internal Technical or Data Processing Departments.
 
CALL PRIORITY LEVELS
Priority Description Response Time
1 - Critical AASIS is down OR a problem affects numerous users in multiple locations. Less than 2 work hours
2 - High AASIS is not down BUT problem affects several users AND caller emphasizes urgency. Less than 4 work hours
3 - Medium AASIS is not down AND problem affects only the caller AND caller does not emphasize urgency. Less than 24 work hours
4 - Low AASIS is not down AND caller is able to complete work. Caller may be making a "nice to have" request. As workload allows
 
How To Contact AASIS Support Center (ASC)
Division/Section Request Form
Telephone
Fax
ASC Help Desk
501-683-2255
 
AASIS Support Center     501-682-2999
 
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