The BVG intends to outsource part of the service desk team's range of tasks to an external service provider. Essentially, this involves first and second level support for standardized applications and end devices (office and IT support). The central challenge of the hotline team is to be sufficiently available for the departments and to achieve a high initial resolution rate for inquiries as well as to set up user profiles and authorizations with high quality.

The BVG is pursuing the vision of making it easier to switch from your own car to joint transport, switching from diesel and gasoline to electric drives and at the same time reducing emissions per trip. In short, mobility should be offered from a single source.

To strengthen the core business as well as to further develop the mobility offer of the BVG, various background systems are required, including complex IT systems, to support planning, monitoring and control processes in the context of operational planning. The Information and Sales Technology (VI) division ensures the IT operation of these systems with availability 24 hours a day, seven days a week.

Of the approximately 14,400 employees, around 6,700 users with around 10,000 end devices use the IT services of the Information and Sales Technology (VI) division.

A service desk is located within division VI. The service desk team maintains contact with the specialist departments of the BVG and provides initial support (first-level support) for all IT services. At this point, a structured recording of the issue and an initial attempt to clarify and solve the problem take place. If there is no solution, it will be forwarded to the processing office within VI. In addition, the hotline team is responsible for user administration and the checking of user administration and software orders (neutral test center).

The central challenge of the hotline team is to be sufficiently available for the departments and to achieve a high initial resolution rate for inquiries as well as to set up user profiles and authorizations with high quality.

The BVG intends to outsource part of the service desk team's range of tasks to an external service provider. Essentially, this involves first and second level support for standardized applications and end devices (office and IT support). The brief description of the tasks looks like this:

- identify the caller,

- recording the contact options of the caller,

- Structured recording of the request,

- prioritization and classification,

- First attempt at clarification or solution,

- If the solution is not resolved, forwarding to the processing office (support group),

- information about the status of the work,

- Closing the process and informing the user.

With a view to increasing user numbers in the future, the service quality should be further ensured or improved.