Cognitive Group helps reduce CSST’s help desk cost by 30%

Situation
The Quebec Worker Compensation Board (CSST) provides services to 3 million workers across the province of Quebec in Canada. The information technology department of the CSST was looking to improve the quality of their help desk.

The Information Technology support service provides on-line technical support and maintains the CSST network infrastructure.  There was indications unreliability [...]

What users want!

When using a system, a tools, a software, I want to accomplish a goal, a task

I expect the system to provide me the information and tools necessary for me to accomplish my task

I want to be able to accomplish my task in the natural flown of my thinking:

search for information;

look at the information;

make a decision;

execute [...]

Moody’s rates Moody’s’ negatively.

Moody’s gave the best rating to PCAA in 2007. Desjardins lost 591 million because of PCAA in the last quarter of 2008.  In 2009, Moody’s express warning on the Risk Management at Desjardins since  they do not manage properly complex financial products such as the PCAA.

It appears that overconfidence in Moody’s was one of Desjardins [...]