Case Study: New York City Department of Education achieves 24x7 student support with Nagarro's scalable contact center

New York City Department of Education scales service desk to 20,000 daily calls with Nagarro

The New York City Department of Education (DOE), the largest school district in the US, faced a critical challenge when the COVID-19 pandemic caused its help desk call volume to surge from 900 to 20,000 calls per day. Its existing support model could not handle the influx, resulting in long wait times and a backlog of over 40,000 requests. The DOE engaged vendor Nagarro to urgently scale up its service desk operations.

Nagarro initiated the project within three hours of the award and had the first batch of agents live within seven business days. The solution provided enhanced 24x7 customer service to parents, students, and staff, including support for students in homeless shelters. Nagarro helped the DOE eliminate the massive ticket backlog and continues to collaborate on the digital transformation of the service desk.

New York City Department of Education (doe)