North Dakota Modernizes End-User Support and Cuts Inbound Calls Overnight
The State of North Dakota coordinates the delivery of public services to approximately 750,000 residents across a complex, multi-branch government environment. Managing that scale means keeping state employees equipped to use enterprise systems correctly — and minimizing the ripple effects when they don’t.
Industry
Higher Education
Service
Training
Solution
Oracle Guided Learning
The Challenge
The State wanted to reduce the volume of inbound “how to” support calls and the downstream data problems caused by users completing tasks incorrectly or out of sequence. They also wanted to modernize how they supported end users and update aging training materials.
The Solution
Mythics proposed Oracle Guided Learning (OGL) to address both goals. The initial focus was on digitizing and centralizing offline training materials and expanding the library of processing guides. From there, OGL would be used to target the specific support requests and data issues driving the highest call volume.
Services provided:
- Oracle Guided Learning licensing
- Implementation of Mythics’ Starter Kit of pre-built content
- Custom guide development tailored to the State’s specific workflows
The Results
The State saw an immediate return on investment. Support calls related to specific data problems and user errors were eliminated overnight. OGL adoption grew rapidly, and users reported high satisfaction with the automated, in-app guidance.
The State of North Dakota was subsequently recognized as a Feature Innovator by Oracle.
