Real-time Election Support Reporting
Election officials have access to real-time information, such as knowing when and where supplies are low and which polling locations are experiencing difficulties. Scytl Election Help Desk includes a customizable reporting utility that can run on-demand or scheduled to run periodically. A visual dashboard provides election officials with an instant overview of their help desk’s service fulfillment, reducing individual reporting needs. In addition, post-election audits can be streamlined thanks to the information collected throughout the election.
Quick and Targeted Resolution
Scytl Election Help Desk provides tools for the immediate resolution of voter, poll worker, and equipment issues by guiding your staff step-by-step to a call’s resolution through a customized decision tree based on your processes. Operator errors are minimized thanks to customized drop-down options and workflows. Resolve your election support issues in a timely manner with Scytl Election Help Desk.
Election-specific Support Platform
Scytl Election Help Desk is the only election specific help desk solution in the market that handles the support needs of election officials. Its customizable interface adapts to every jurisdiction’s specific requirements while easily integrating with databases and third-party software.
Auto-escalation of Issues
User-defined rules provide a variety of call escalation protocols. Every issue is directed to the appropriate individual or department in the organization via email, text message, or through direct access to the web-based tool. Issue escalations can also be achieved through a time-based method, automatically notifying individuals or groups when any issue has not been edited, acted upon, or closed for a predetermined period of time.
Multilingual Help Desk Interface
Scytl’s multilingual interface gives election help desk staff the flexibility to choose the language they are most comfortable with. Staff are able to submit requests in any language, and Scytl’s platform automatically detects and sets language preferences in order to route requests to the right agents supporting those languages.
Mobile Device Friendly
Scytl Election Help Desk empowers help desk staff with 24/7 access to critical customer service data using our mobile web application. Consequently, staff are able to deliver exceptional customer service to their clients no matter their location, all from the palm of their hand. Whether away from their desk, in a meeting, or at a customer site, your team will have the ability to change workload prioritization on the fly.
Secure Data Management
Scytl Election Help Desk has been designed with two main areas of security in mind. Data privacy protection ensures the personal data for those persons accessing the online help desk cannot be disclosed or accessed by unauthorized parties. A secure workflow guarantees that the tickets opened follow the established workflow, and that no step can be skipped or bypassed in an unauthorized manner.
Scytl products and applications use a proprietary technology named “Immutable logs” which prevents log files from being modified. Immutable logs are cryptographically protected through a patented technology to ensure it is not possible for those to be tampered with. This technology combines cryptographic HMAC techniques, digital signatures, random and temporary cryptographic secret keys, and short-time checkpoints to create a secure chain of logs that can be verified by an auditor.
Web Security and Systems Hardening
All Scytl’s web applications have been securely developed in all phases of production, and then deployed on a hardened infrastructure. This process creates secure software that is free of vulnerabilities and cannot be exploited by external attackers or hackers.