Company is soliciting suppliers to manage an Accounts Payable and Strategic Sourcing help desk for users and vendors questions and issues.

Currently, the services are provided through the Strategic Sourcing (P2P) Help Desk Unit, Strategic Sourcing Operations Unit, Account Payable (AP) Help Desk team and Stratton Warren System team. Many vendors and user are unclear who to contact and often contact the incorrect team. User satisfaction is impacted by the rerouting of requests, receiving incorrect and/or incomplete answer due to asking the wrong resource. In addition, there is no current tracking system to monitor requests and address trends. Company expects to manage approximately 9,000 requests monthly using the solution.

In the future state all requests will go to a single help desk or get routed automatically through software system. Requests that are more basic will get handled by the help desk and others will get escalated to the correct service team to handle. The proposed solution must increase customer satisfaction and create first contact resolution.