teacher

Web Application and Support Services

support.ride.ri.gov

The U.S. Department of Education awarded a $75 million Race to the Top grant to Rhode Island over a 4-year period from 2010-2014. Part of that award was used by the Rhode Island Department of Education (RIDE) to put a set of statewide technology systems in place for educators and school and district administrators. Basics Group was hired right before the 2012-13 school year to launch and manage a customized helpdesk ticket system and provide technical support to over 27,000 users across the state’s 300+ schools.

  • screen1
  • screen2
  • screen3

Our ticket system includes easy to use self-help articles in a searchable “knowledge base” to try and give users the information they need right away without the need to submit a ticket. Activity and volume of support tickets fluctuate during the year as various school milestones occur or as new technology updates are released by RIDE. Starting in the 2014-15 school year, Basics introduced a second separate helpdesk system to support early childhood centers with a new online data system. For that user base, we introduced Spanish translations for both the self-help knowledge base articles and for the ticket submission forms and email notifications.

This project successfully combines our team’s technical web application services with our project management and consulting services to serve as helpdesk agents and coordinators on behalf of RIDE. Over the course of this multi-year engagement, we have worked closely with RIDE to develop, configure, and adapt our workflows and technical set up to meet the changing needs of their technology platforms. As their vendors and systems changed and were added and removed from the overall platform, we have stayed up to date and have been proactive about learning about new features and functionalities as they are introduced to end users.

Furthermore, we have been proactive partners with RIDE in coordinating with their staff both on the technical and program sides of these systems – as well as with their technology vendors – to troubleshoot system problems, outages, data issues, and anything else that would ultimately affect their end users. Basics Group has prided itself in delivering an effective technology solution as well as a consistently high level of personal, responsive and friendly service in communicating with RIDE and with end users on RIDE’s behalf.


Project Manager: Karyn Dillon
Web Development: Dave Piehler / James Blanding / Tim McAllister