PEPFAR help desk

PEPFAR’s centrally supported system user base includes users worldwide, each operating in extremely diverse working environments with unique systems and tools. Our global audience works in low- and middle-income settings and at times, low-bandwidth settings. As a result, every ticket has unique requirements: it is not a one-size-fits-all environment. Our support personnel research and analyze every ticket to provide a solution to the end user, keeping in mind that our mission-driven end users are often on a very tight deadline to submit or obtain their data.

BAO Systems has helped PEPFAR build the User Support team and help desk tool from the ground up since 2015 and is now the central triage point for over 24,000 end users. We manage the ZenDesk platform for PEPFAR centrally support systems and various work streams. Since its inception, BAO Systems has led the User Support team and structure, and we continue to iterate and improve upon processes while investing in expansion via ZenDesk features. The User Support team triages incoming tickets from end users across five major channels and over 20 sub-channels, leveraging over 300 macros that represent the full scope of the centrally supported PEPFAR PRIME Systems ecosystem, routing those incoming tickets to subject matter experts, as necessary.

To ensure timely, accurate, and reliable support that is responsive to every user in need, BAO ensures broad knowledge across all PEPFAR systems products and data streams for our Tier 1 Support agents, allowing them to effectively triage and address issues that can be resolved quickly (password resets) to more complex issues that need to be routed to technical teams for resolution. Our team works with an “empathy first” ethos, recognizing that our broad base of users from across the globe has diverse needs and equities in the data systems we support.
 

Spotlight

image description

We’ll make you happy when skies are gray

BAO Systems partners with Visionlink on a tech solution to better serve communities when disaster strikes
read more
image description

BAO Systems launches BAO Analytics Platform on Amazon Web Services (AWS) Marketplace

Through the AWS Marketplace, BAO Systems empowers more organizations with analytics for faster, better insights to make informed decisions and improve lives.
read more
image description

Boston University leverages AI and emerging mobile health tech in course with BAO Experts

Boston University School of Public Health master’s students now have the opportunity to learn how to leverage cutting edge mobile technology to improve health outcomes.
read more
image description

Going beyond the face of DHIS2 – BAO Systems launches two DHIS2 Web API self-paced training courses

These self-paced courses are for practitioners, implementers, and administrators who want to harness the power of DHIS2 and use DHIS2’s API to extend beyond the manual user interface. 
read more

Subscribe to our newsletter

By subscribing, you agree to the processing of your personal data by BAO Systems per our Privacy Policy.
You can unsubscribe via a link in the email.