A case can be escalated by either calling the Customer Service Representative directly, clicking the
Escalate button on the case, or calling the Service Desk and having them escalate the case. Cases involving Elected
Officials, Cabinet Secretaries, Agency Directors and employees of the Governor’s office should be escalated regardless
of the incident. The following are the steps to escalate a case.
Staff communicates the need for a case to be escalated.
Adds a note to the case detailing why the case is escalated.
Assigns Service Manager, Service Desk Supervisor, Agency Business Relationship Manager
(ABRM), and Customer Account Representative as interested parties on the case.
Escalation button checked.
An Escalation Manager is identified by the Business Quality Director and the case begins to
follow the Escalation process.