Mission:  
Provide Tier 1 service so that technical staff can focus on Tier 2, and 
above, support/service; 

Ensure that all customer service requests are resolved (that doesn't 
necessarily mean that every request is met, but rather that we have 
settled the request with the customer).  In other words, no request is 
forgotten/lost track of.


AGENDA for 9/12/96:

1.  Review items in Tracking System and update as necessary

2. Tracking System features/changes
    - multiple teams working on the same service request (same ticket)
    - what about putting Data Entry access where RTCs work (Levitt Center?)

3. Plans for Customer Service:
    - anyone want off this team?
    - should we invite all team leaders (Justin, Dave)
    - a proposal for staffing the Helpdesk

      * hiring a technical tier 1 staff member for the helpdesk
      * customer service/helpdesk manager