There's a significant problem with customers knowing who owns equipment at their sites, and what type of maintenance the equipment has. Frequently they don't know if they lease the equipment from DIT or own it themselves. When an agency is unable to answer the necessary questions, DIT treats it as time and materials and the agency will be billed when perhaps it should be free. So this causes delay, errors, and considerable frustration for all parties. The Help Desk receives numerous calls, which relate to individual workstations and are not DIT's responsibility.
Customers call because they think it is a network problem.
When, in fact, it is usually a hardware, software, switch, or LAN problem. Agencies need to have an internal single point of contact. This POC determines the nature of the site problem and contacts DIT only after it has been determined to be a network problem. DIT only has the resources to deal with the network. Wayne Jones suggested that customer agencies needed to be educated on the concepts of network management.