Problem
Statement

US Government entity issued a tender for a centralized IT service desk to be established to support their 12,000 employees across the US. The main issues that required attention included high current costs, exceptionally low efficiencies, and a lack of communications among existing IT groups

Solution

We have established an award winning IT Service Desk by adopting ITSM best practices based on ITIL framework. A clear documentation was provided to support staff as well as self-help documentation for end-users that enabled quick and easy resolution of repetitive requests. Defined SMART goals for support, alongside a strong incentive and group development programs ensuring staff retention and reducing knowledge attrition

Business
Impact

• Operational cost reduced by 60%
• Customer satisfaction increased from 37% to 99.5%
• Response time established to be under 15 minutes
• Service Catalog defined listing all service requests provided and establishing resolution times and procedures for each request type
• Awarded Government Customer Support Excellence awards for Overall Excellence and Customer Focus Excellence
• Support Model established worked so well that within 5 years customer base expanded from 12,000 employees in one department to over 140,000 employees in 4 different branches