CFMU E-Helpdesk

[flowman]

A replacement to the current CFMU telephone Helpdesk has been developed. It is called the E-Helpdesk..

From 22nd June ALL aircraft operators and flight handling agents will have access to the service

The telephone Helpdesk service will be reduced from Tuesday 29th June.

All aircraft operators and handling agents should take steps now to transfer their Helpdesk queries to this new system. There will be delays in responding to telephone queries from Tuesday 29th June.

The E-Helpdesk is accessed through the protected NOP portal. ALL AIRCRAFT OPERATORS AND FLIGHT HANDLING AGENTS HOLDING SECURE ACCESS TOKENS WILL AUTOMATICALLY BE GIVEN ACCESS TO THE E-HELPDESK FROM 23/06/11.

A short training package is available at: \\cfmufs01\group\OPSD\Support\TC\internal_user_guides\CFMU_E-Helpdesk\cfmu_ehelpdesk_viewlet_swf.html
The system is very easy to use and it will take no more than 20 minutes for your staff to follow the tutorials.

Furthermore, pls be informed that the E-Helpdesk works best with Mozilla Firefox! It does work with Internet Explorer but there have been occasional reliability problems with IE8. Firefox has been problem free.

Thanks,
flowman

[Little Blue]

We've been using it for a couple of months, now, and TBH have noticed an improvement in the service received from CFMU.

I still call for very urgent improvement issues, but the less time I can spen on the phone to CFMU, the more time I can actually spend on flight planning issues...and when you use LIDO, that means a lot of time !
Thanks CFMU !:ok:

[flowman]

Thanks Little Blue,
We are trying everything to keep the response times as low as possible so good to see you have noticed a difference.
flowman

[flowman]

Figures just in :8:

So far this year the E-Helpdesk has handled 144,000 queries

Average response time for all of those queries is 160 seconds (from sending request to receiving response).

The peak number of E-Helpdesk queries in one day was 1378 (4th September)

I would like to thank the mods for their support. With the help of Pprune the E-Helpdesk can now be considered as an operational success. We have received lots of positive feedback from the airlines and I would like to thank them for their support

Further enhancements are planned to be ready for next summer when we will improve response times and increase our ability to deal with a higher number of queries.

I think we can now unsticky this thread. :)

Thanks,
flowman