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Client Care Pilot Begins October 6, 2014

September 5, 2014 :: Redefining ISC

As part of its Redefinition program, Information Systems & Computing (ISC) will launch Client Care, a new service that will provide the University community a consistent and efficient way to order and request ISC services and support. Client Care will serve as a single point of contact for ISC's services, and will eventually consolidate over 19 stand-alone service entry points to provide a "best-in-class" experience for faculty, staff, students, and alumni. The pilot will start on October 6, 2014 and is expected to end in January 2015.

The Client Care pilot will offer a number of benefits to the Penn community, including:

  • One-stop ordering for ISC services and support. One new telephone number and one new email address to provide a single way to order and request services and support, such as a new service installation, repairs, technical assistance, and billing questions.
  • One telephone number that will serve for both regular and critical IT-related issues. Calling one telephone number will help Client Care expedite response since information about all IT-related issues will be handled from a central location.
  • Extended business hours from 8 a.m. to 6 p.m.
  • Timely communications via email and chat about the status of service requests.
  • A new, mobile-friendly website that will serve as a portal where needed information, tools, and resources are gathered in one place.
  • Calls that are directed to a Client Care representative during regular business hours of 8 a.m. to 6 p.m. After business hours, a streamlined automated menu system will help speed up the calling process.
  • A computing "referral service" for requests related to other Penn IT services.
  • Please contact the project managers Dawn Augustino at or Amy Phillips at for more information or if you have questions about the pilot. For questions and information regarding ISC's overall redefinition process, please contact or visit the website at

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