After technology has been installed and users have been trained, there will still be a need for ongoing user support. There will be many occasions where a user will need assistance in a 'real world' problem.
Typically, user support is supplied at several levels, depending on the complexity of the problem. Support can be provided internally, by staff on site, and externally, by contracted technical experts.
Internal User Support
The first port of call for internal user support is usually a help desk facility. The help desk has at least a twofold purpose: to resolve any problems users have with the system, and to help the users to use the system more effectively. For more detail see Help Desk.
Help desk staff can be either in-house staff or contracted external staff, but the help desk concept is best categorised as internal support as it is generally tailored to the needs of the particular organisation and familiar with its operations.
Many user requests for support from a help desk can be handled by phone. Users can be 'talked through' solutions to problems. In more complex situations, depending on the structure of the computer system in use, where computers are networked, help desk staff or other technical staff may be able to fix problems 'remotely', from their own computers. In this case, off-site staff can manipulate software and systems used by local users and run diagnostics on their systems to identify faults. These kinds of support are less costly than support provided on site, as problems can be handled without help desk staff leaving their own locations.
However, some problems cannot be fixed remotely, and support staff will be required to provide on-site assistance. Where support staff are co-located with users, this may involve no more than a short stroll down a corridor. However, where support staff are not on site, particularly where an election management body (EMB) has dispersed offices, provision of on-site support can be costly both in time and money. In this case, maximising the ability to handle problems remotely can help solve problems faster and more cheaply.
One way to maximise the ability to handle problems without on-site attendance by support staff is to train local users to handle common and/or minor problems themselves.
External User Support
Depending on the level of internal user support available, for more complex problems, external user support may be required. External support is typically required when proprietary hardware or software needs to be serviced or repaired, or where problems are beyond the ability of internal support staff.
External support tends to be more expensive per hour than internal support. The time taken to respond to requests for external support can also be an issue. External support providers may not be available to fix problems when the EMB would like them fixed, as they have their own priorities. If external support is provided at urgent notice, this usually incurs additional cost.
One way to minimise the cost of external support and to maximise the chance of getting urgent assistance when it is needed is to negotiate a 'service level agreement' (SLA) with an external support provider. Under an SLA, a service provider agrees to provide a guaranteed level of service for an agreed price. For example, different hourly rates can be agreed for responses to problems dependant on the level of urgency involved. In this way the EMB will know the cost of seeking urgent help compared to waiting a little longer, and can make a judgement about whether urgent assistance is really necessary, and whether it justifies the extra expense.
When hardware or software is being purchased, it may be possible to include a guaranteed level of external support in the purchase contract. Most items purchased will include a guarantee of some kind, at least covering quality of manufacture, and statutory provisions may require a minimum level of guarantee. It is important to be aware of the items and services covered by any guarantee before a contract is signed. In addition to normal guarantees, it may also be possible to negotiate additional support guarantees as part of the purchase price, which may be cost effective in the long run if ongoing support costs are consequently reduced.
