Secretary of State Intranet

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Policy Manual

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Administration
Guidelines for Responding to Computer Questions from the Public

Last updated: August 5, 1997

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The Systems Specialist:

• shall respond to members of the public seeking computer assistance within one day in 90% of cases.

• shall assist members of the public in utilizing Office data through coaching them in basic procedures such as unzipping and loading files.

• upon request shall provide input on electronic data interchange instructions for the public.

• shall demonstrate courtesy to members of the public at all times.

The Senior Systems Administrator:

THIS SECTION IS NOT COMPLETE. PLEASE SEE YOUR SUPERVISOR FOR GUIDANCE.

• shall respond to members of the public seeking computer assistance within one day in 90% of cases.

• shall demonstrate courtesy to members of the public at all times.

• shall provide guidance on dial-up access and Internet connecting.

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