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The Information Technology Department is working to provide a better customer experience in requesting and receiving services. The IT Team has evaluated several products that provide the customer with an easy-to-use email process to request and track the progress of all requests through a webpage. We have chosen a product that generates automatic customer replies, offers an employee portal where staff can see a list of their requests and their progress, use a Skype chat feature, understand our Service Level Agreement (SLA) and take part in a customer satisfaction survey. This product will also allow the IT team to access requests while on the road to provide more timely and appropriate responses.