Digital Transformation of Enterprise Service Management Program Significantly Improves Customer Satisfaction for Government Agency

Canadian government agency digital transformation service management Modernized service management brings 15% YoY improvement in resolution time for cross-agency support tickets Digital Transformation of Enterprise Service Management
Program Significantly Improves Customer Satisfaction
for Government Agency

Challenge

A Canadian government entity which provides a comprehensive suite of enterprise IT services to internal government agencies, employees and public citizens looked to effectively scale their IT services management program for more comprehensive management of support tickets from capture to close. They wished to not only track the capture, logging and closing of tickets, but the entire ticket lifecycle to more effectively manage and fine-tune processes across agencies for improved customer service and higher customer satisfaction.

Solution

Emtec designed and delivered a complete ITSM solution via BMC Remedy to replace their legacy HP OpenView environment for powerful service management capabilities. Emtec built a solution that not only supports their current IT service management needs, but one that can scale and extend to deliver additional enterprise business services in the future.

The solution was built in a fault tolerant environment with integrations that include:

  • Oracle EBS to support financial chargebacks for usage
  • RightAnswers for end user self-service and knowledge management
  • ManageEngine for password management and simple resets
  • Business service request systems for driver’s license renewals, etc.
  • Seven additional monitoring solutions

Emtec’s team provided extensive support to onboard agencies to ensure higher user adoption.

Results

The solution was well received and is now utilized by over 30 government agencies and 200+ contracted vendors for IT and business requests.

  • The modern end user interface provides a simple avenue for government employees to request IT software changes, building access, and more.
  • All service requests now systematically flow between agencies for resolution, orchestrated with workflows.
  • Tickets which require multiagency support are tracked, measured and accountable against SLAs as defined by the agency.

Industry
Provincial Government

Revenue
$2.47 B

Headquarters
Toronto, ON, Canada

Stakeholders
4500 IT Staff, 65,000 TBS Staff, 13M Citizens

Business Impacts

  • 15% YoY improvement in resolution time for cross-agency issues
  • High visibility into effects of changes on agencies so impact can be minimized
  • Single point of resolution for digital processes which involve multiple agencies (i.e. self-service license renewal)
  • 16% reduction in ITSM license spend
Learn more about Emtec's Enterprise Service Management Services