About ResDac at the University of Minnesota The Research Data Assistance Center (ResDAC) is a Centers for Medicare and Medicaid Services (CMS) contractor located at the University of Minnesota. ResDac provides free assistance to researchers interested in CMS data. As a CMS contractor, ResDac provides assistance to academic, non-profit, for-profit and government researchers, and helps them navigate the process of requesting grants for research purposes. Business Challenge The team at ResDac has a help desk that receives emails and phone calls for information and support. Issues are resolved via email and telephone and much of the communication is spread across various email threads, mailboxes and users. The team had no way of telling who had worked on a ticket to help resolve an issue. No

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