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BAMF Introduces IT-Supported User Helpdesk System

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Executive Summary

The German Federal Office for Migration and Refugees (BAMF) is the center of expertise for asylum, migration, and integration in Germany. It needed to accelerate processing of IT error messages and service queries by the BAMF IT Service department's helpdesk and implement a solution or knowledge database and IT-system for more efficient job processing. BAMF worked with Oracle Consulting to implement an "IT Service" hotline ticket system and an "IT Knowledge Base" solution database to more effectively manage priorities and accelerate helpdesk service.

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