CUSTOMER STORY

Resolving recurring administrative-PC issues at the district and community centers without visits

Staff at the district office and community centers get remote support for the administrative system, document work, printers, scanning, and browser authentication from the IT officer. Even without exact PC terms, problems can be found by viewing the screen, effectively cutting downtime at civil-service windows.

ClientDobong-gu Office

ProductANYSUPPORT · PC

Use TypePublic · Internal support

BACKGROUND

Background

UsersOffice/center staffIT officerCivil-service window manager

Challenge

A civil-service PC failure is not one staffer's inconvenience—it lengthens residents' wait times.

Key Objective

It is important to prioritize requests from the office and community centers by business impact.

After

Minimized civil-service downtime
Fewer field visits
Keep consultation, action, and completion data as standard records for operational improvement

SCENARIO

Remote Scenario

Office/center staff

Receive staff incident

Inquiry no. · consent

IT officer

Identify dept/center

Session ID · agent

IT officer

Remote screen check

Issue type · action log

Window manager

Fix printer/work environment

Approval · handoff · change

Detailed Scenario

Staff at the district office and community centers get remote support for the administrative system, document work, printers, scanning, and browser authentication from the IT officer. Even without exact PC terms, problems can be found by viewing the screen, effectively cutting downtime at civil-service windows. It is important to prioritize requests from the office and community centers by business impact.

OPERATION

Security Controls

Separate internal/external support channels
User-approved access
Least-privilege remote control
Manage access and personal-data handling logs

Operational Risks

Accessing without user approval
Agents viewing more screens than needed
No cause/knowledge accumulated after a quick fix

PERFORMANCE

Recommended KPIs

Average incident handling timeBaselines and targets to be set from real operational data

First-contact remote resolutionBaselines and targets to be set from real operational data

On-site-visit replacement rateBaselines and targets to be set from real operational data

User return-to-work timeBaselines and targets to be set from real operational data

Rollout Phases

1. Design

Define internal-support targets, consultation scope, connection paths, and agent groups.

2. Apply

Deploy ANYSUPPORT in the PC environment and validate operating scenarios with representative inquiry types.

3. Optimize

Analyze consultation data around average incident handling time and first-contact remote resolution, and expand standard playbooks.

Resolving recurring administrative-PC issues at the district and community centers without visits

Background

Challenge

Key Objective

After

Remote Scenario

Receive staff incident

Identify dept/center

Remote screen check

Fix printer/work environment

Detailed Scenario

Security Controls

Security Controls

Operational Risks

Recommended KPIs

Rollout Phases

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