INSIGHTS CASE STUDY

Transition To New Help Desk System In A Major Urban Municipality

01 CONTEXT

CLIENT CONTEXT

A major urban municipality, managing a workforce across 22 locations and supporting a population of 90,000, faced significant challenges with its help desk system.

The existing software was poorly implemented, leading to inefficiencies such as lost work orders and a lack of clarity on request status for users.

02 CHALLENGE

CHALLENGES

The Senior Project Manager identified the core issue: the staff resorted to paper tickets because the previous system was not user-friendly.

This inefficiency led to delays and confusion, impacting the municipality's capability to serve its residents effectively. The primary objective was to enhance customer service through a system that boosted communication and transparency for users.

03 SOLUTION

SOLUTION

Navigating through strict municipal purchasing guidelines, the search for a new system included site visits and evaluations of systems used in other cities. With the assistance of Qcentrio, multiple options were explored, ultimately selecting BMC Track-It for its high satisfaction scores across various user groups.

Implementation

Qcentrio played a crucial role in the swift and efficient setup of BMC Track-It, which was well-known for its user-friendly interface and ease of implementation. The system was up and running within a few days, significantly improving the IT department's operation efficiency. It facilitated better handling of IT requests via a web self-service portal, automatically generating work tickets and updating users on the status of their requests.

Benefits

Implementing BMC Track-It! brought numerous advantages:

Cost Efficiency: Automation of ticket generation and asset management curtailed the need for manual processes, resulting in significant savings in manpower and costs.
Improved Customer Service: The web-based service portal consistently informed users about the progress of their requests, boosting user satisfaction.
Enhanced IT Operations: Tools like BMC Network Monitor and BMC Asset Manager allowed for ongoing monitoring and management of IT infrastructure, ensuring security and the currency of asset information.
User Empowerment: The Self Service Plus feature decreased reliance on direct calls and empowered users to track and manage their requests effectively.

Outcome

The partnership with Qcentrio led to a more structured and responsive IT department. Users encountered fewer delays, the network became safer and faster, and the IT staff could address issues more proactively. The city reduced expenditures related to manpower and external resources, and overall satisfaction among users and IT staff surged.

Bottomline

This urban city municipality’s IT department illustrates how selecting the right technological tools and systems with adept support from partners like Qcentrio can transform the efficiency and effectiveness of government services. BMC Track-It 's success has made it a recommended solution for other municipalities aiming to enhance their IT operations, underscoring IT’s vital role in boosting municipal operations and service delivery.

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