Published On: 6 December 2023By Categories: Tags: 4.4 min read

Digital Transformation – Self-Service Portal

Do you have a Self-service portal in your organization?  One of the very first things when an organization undergoing Digital Transformation is to create and establish a self-service portal.

What is a self-service portal?  A self-service portal is a center location (digitally) where employees and even Customers can go to locate information/announcements, answers to questions, and help to troubleshoot issues (systems and IT) at their own convenience.  A self-service portal is also available 24x7x366 on the digital platform serving everyone without having to staff it with support team extended hours of coverage.

Prior to establishing Self Service with any organization, we also need to look at the “motivation” and “readiness” of the general population by answering these questions first.

  1. What do users do when they have an IT issue?
  2. What are the common IT issues that users report and ask for help?
  3. How do they describe / refer to the IT issue?
  4. Are users “excited” to learn new things (like features) or solve IT issues?

Once you have an answer to those questions above, perhaps it’s time to look at establishing a “Self Service” portal within your organization.

A typical Self-service portal will have the following components for organization.

Now that you have established your organization self-service portal.  How does one measure the usefulness / success of the Self-service portal?  Below are some suggested metrics to consider on the Self-service portal.

  1. Self-service score (SSS). We calculate Self-service score (SSS) by dividing the total number of unique visitors that interacted with the self-help content by the total number of unique visitors with tickets.  It helps us to understand if customers / users are able to service themselves successfully.
  2. Unique visitors, pages views and visits. By enabling tracking of these standard website metrics, we will be able to see how customers / users are using the self-service portal; which area most frequently visited; which area least visited and so on.
  3. Percentage of contacts via Self-service portal against other support channels like phone, email, chat, or social media. We calculate by dividing the number of requests raised via self-service by the total number of tickets received for the month and multiplying by 100.

Now you understand the importance of Self-service portal, how it works and what are the components and how to measure success; you can include it as part of your Digital Transformation initiative.

Visit our Cybiant Knowledge Centre to find out more latest insights.

Reach out to Cybiant’s consultants by dropping a quick e-mail at to us.

Leave A Comment

Share this story to your favorite platform!