Analysis and Recommendations for Information Technology User Support Provided to a Government Field Office

Information technology users in government field offices require a user support program that addresses their needs for successful completion of job duties. Providing the necessary user support is a challenge for office management and the information technology staff. While this professional report focuses on information technology user support provided to a government office, many of the observations and lessons should apply to other organizations.

An assessment is made on the intended goals of the user support program for providing information system maintenance and documentation to the user of a selected government field office. A comparison is then made between the physical processes involved within the "ideal" information systems for user support with current information systems utilized by the organization. Based on the evaluation of the performance of the current information systems, recommendations for improving the information technology user support program at the government field office are presented.