Task: Manage Escalation Process
Manage Escalation Process
Disciplines: Customer Service

Purpose

To manage a case through the escalation process to closure.

Relationships

Main Description

A formal process where the escalation manager coordinates a group of service owners to resolve an issue that poses significant risk to ISD's reputation or could lead to significant levels of customer dissatisfaction. This process culminates in a final report delivered to interested parties and resolves in a warranty period for the issue escalated.

Escalation management brings structure and focused management attention to customer situations that would otherwise result in a high level of customer dissatisfaction.
Essentially, escalations result in stopping all work and working on the incident that has been escalated.

Steps

Create Problem Case

If appropriate:

  1. Create a problem case for the escalated incident.
  2. Relate the incident to the problem case.
Create Cross-Functional Escalation Team

Escalation manager assigns or appoints cross-functional escalation team. The escalation team shall include the incident owner, ABRM, problem owner, third-party vendor, and other subject matter experts, as required. If the staff is working multiple escalated cases simultaneously, the Escalation Manager shall work with the department manager(s), executive management, and the incident manager to establish work priorities.

Conduct Detailed Situation Appraisal and Review
  1. The Escalation Manager develops an escalation action plan including additional resources needed. The escalation action plan is to be executed in parallel with the detailed technical action plan.
  2. The escalation management action plan is reviewed and adjusted as required.
  3. A Hierarchical Escalation (as per Incident Management process) is initiated by the Escalation Manager, if appropriate. Senior management and executives are alerted if specific criteria are met.
  4. Affected Statewide Elected Officials, Cabinet Secretaries, Agency Directors, and employees of the Governor’s office.
  5. Other criteria to be defined.
  6. Escalation team works to resolve the incident. At each stage, records are updated and the management contacts and team are informed of the progress and escalation plan reviewed and adjusted as required.
  7. Escalation manager updates the customer as major developments occur or at regular, mutually agreed upon times.
  8. Once resolved to the customer’s satisfaction, the Customer Account Representative warranties the solution for an agreed period.
Create After Action Report (AAR)
  1. The Escalation Manager and ABRM will write an After Action Report (AAR) in conjunction with the escalation team.
  2. The Escalation Manager will distribute the AAR to Executive Management, the Business Segment Director, the ABRM, the Service Manager, the Service Desk Supervisor(s), and the Service Owners.
Verify Customer Satisfaction
  1. The escalation team remains on standby and is available in case the incident recurs during the warranty period.
  2. Once the warranty period is successfully completed, the Escalation Manager verifies continued customer satisfaction with resolution.
  3. If the customer remains satisfied with the resolution, the Escalation Manager will then schedule a post escalation review meeting with input provided to the Problem Management process.

Key Considerations

This covers Incident and Service Request escalation only, but may be revised at a later date to cover Problem Escalation as well.

Alternatives

Cases could be elevated instead of escalated. Elevated cases do not result in stopping work to work on the incident but bring attention to the case as important and needing to be completed at the earliest possible time.