Hands-On, Integrated Service & Support
MS Govern has partnered with its long-standing customers to develop services that go far beyond industry standards. We focus on the real needs of the users and managers at our customer sites to provide services that maximize cross-departmental and organizational efficiency.
This approach to customer service continues long after the contracted implementation. Our certified public accountants, business analysts, project managers, writers and technical personnel work very closely with you and your staff throughout the installation and beyond.
Some of our services include:
- Implementation
- Data Conversion
- Training & Documentation
- Technical Support
- Research and Development
- Customer Corner
Our First Customer Remains With Us Today
As evidence of our long-standing relationships, the City of Clayton, Missouri, has been a client since 1983. A thriving business community located near St. Louis, Clayton has a resident population of 15,000 and a daytime population of nearly 100,000. During our 25-year partnership, MS Govern has assisted the City in its successful migration from proprietary mainframe platforms to UNIX and most recently, to Microsoft Windows 2003. All of these upgrades were essentially transparent to end-users and were completed without reinvestment in the application software, saving the City of Clayton hundreds of thousands of dollars.
Implementation
Each client is assigned a project manager who works closely with users, managers and technical staff throughout the installation process. Our project managers focus their efforts on:
- Understanding your organization’s processes and procedures
- Confirming hardware/systems specifications and configuration
- Completing a business process review for each application area
- Creating and executing the project plan
- Assisting onsite during initial use
Our proven implementation process ensures each detail of the project is closely managed and that open communications are in place for the duration of the project.
Data Conversion
Our staff members work closely with your project team to ensure successful data conversion. At the start, we collaborate with your staff to evaluate the data and find the most cost-effective and simple conversion process. Most organizations that select our standard conversion service experience fast, seamless installations because it frees up your staff and allows them to focus on other implementation tasks and training.
Training and Documentation
Our unique approach to training speeds learning, minimizes difficulties and ensures users retain the information they need to do their jobs with ease and confidence. Clients benefit from our three-phased approach to training, which includes:
- Business process review
- General end-user training
- On-site, end-user assistance
All training is scheduled with the goal of providing final process training in a JIT (Just in Time) basis, so users are trained as closely as possible to the moment they will use the systems. This highly effective approach to training is supported by the most advanced training documentation available in the market today from any provider.
MS Govern is a seven-time winner of the Apex Award, which recognizes “excellence in publications work by professional communicators,” for its online help and printed training materials.
We also offer ongoing training services, such as Application Usage Assessments (AUA), to ensure your organization continues to obtain the full benefit of your systems investment, technical training (conducted via FREE WebEx sessions) and more.
Technical Support
MS Govern provides a wide range of technical support services, which are designed to meet the individual needs of each client. Some prefer to talk live with a staff person on the telephone, while others may want to solve challenges by accessing online help files. Whatever a client’s preferred style, MS Govern provides the support.
Toll-free phone support is available Monday through Friday, from 7:30a.m. to 7:00 p.m. (CT). Our staff is trained to quickly identify the urgency of service calls and take appropriate action.
We offer technical upgrade assistance for software and hardware upgrades released by our suppliers. Our technical specialists can prepare a project plan, train your technical staff on the upgrade and troubleshoot any difficulties.
Clients also may initiate a request for technical assistance through the Web or e-mail. These requests are managed with the same urgency and quality as phone calls.
Electronic online help files also are built into the modules, and up-to-date reference information is available online.
Research and Development
Our clients are enthusiastic participants in one of the industry’s most active and engaged user groups, making them highly involved in our new product development efforts. We are continuously improving our products based on the feedback of our clients and the expertise of our staff.
With Harris Computer Systems as our parent company, we are able to benefit from the research and development of all Harris companies, ensuring our products are always keeping pace with our client’s technical environments. MS Govern is a Microsoft Certified Gold Partner and is committed to maintaining the product line using current technology and design standards.
To keep the software up-to-date, clients receive automatic service patches that download and update their systems with no interruption to daily activities. Regular updates to current releases, including patches and enhancements, are available for all customers. The planned content for these service packs is announced in advance to allow adequate preparation time as well as to ensure knowledge across the customer base on identified issues and planned resolution schedules.
Customer Corner
One way our clients remain in contact with us and with each other is through our “Customer Corner,” a secure online portal that provides access to free training manuals, service pack downloads, software release schedules, user forums and much more.
Our certified public accountants, business analysts, project managers, writers and technical personnel work very closely with you and your staff throughout the installation and beyond.
