Customer Care & IT Support

  • The District’s Customer Care & IT Support (CCIS) lines will close for spring break March 29 through April 2.  CCIS will reopen, April 5, but will have limited capacity to service customers which may result in long hold times.  We apologize in advance for any inconvenience this may cause. 

    We’ve developed a wealth of information to provide our families with virtual learning resources. Be sure to check out our Online Learning Tools page for information on how to access Clever, how to use Schoology, Teams and much more.

    Our Customer Care team is servicing high call volumes during this time as we are supporting both families and staff with their online learning needs.  There are a number of self-service resources available on our website.  Check out these virtual learning support pages: 

    We are Here to Help 
    The Customer Care and IT Support (CCIS) team manages the DPSCD Help Desk ticketing system and responds to general and technical inquiries.  On each call, our CCIS agents are held accountable for living up to our Customer Service Standards and are charged with assisting external and internal stakeholders efficiently and customer centrically.  CCIS provides assistance with logging into District learning tools such as Teams, Clever and Schoology, can help to support concerns related to Connected Futures devices and can also provide information and updates on District programs and events.  Give us a call today; we are here to help! 

    We are Working to Improve Our Service Delivery 
    The District is focused on improving customer service delivery in alignment to our Strategic Plan Core Value of Service. To assist us with living out this core value, we’ve revamped our DPSCD Help Desk ticketing system to manage support requests received from both families and staff.   

    Contact Us 
    If you need support, please contact our CCIS team at (313) 240-4377 Monday through Friday from 7 a.m. until 5 p.m.  If you have questions or concerns related to your service delivery experience, please reach out to our management team at customer.care@detroitk12.org. We look forward to assisting you. 

     What Are Our Standards in Customer Service? 

     Customer Service Standards

    Reliability 

    We do our best to deliver the service a customer expects. We are accurate, timely and consistent.

     Assurance

    We are credible and address our customer’s concerns competently. We inspire trust through proof.

     Tangibles

    Our spaces are clean and organized. The materials we produce are timely, evergreen, professional, brand aligned and inspire confidence in the information we are sharing.

     Empathy

    We seek to understand our families and partners and are committed to solving problems.

     Responsiveness

    We respond quickly and at the expected level. We have systems in place to respond to our customers during operating hours.

    Would you like to provide feedback on your service experience with the Customer Care & IT Support Team? 
    We value your feedback and will use your input to improve our customer Service.  Please complete our Customer Service Survey. Thank you for allowing us to support your needs. 

Contact Information

  • Customer Care & IT Support

    Shana Williams-Gorden
    Senior Director of Client Services

     

    Hours of Operation
    Mon–Fri 7AM to 5PM

    Call Center: (313) 240-4377