Local Governments that employ a best practice approach to IT service management (ITSM) will achieve cost and process efficiencies, leading to increased levels of public confidence.
Infra Corporation’s ITSM solution, infraEnterprise, is built on the IT Infrastructure Library (ITIL) best practice approach, an emerging standard which supports the provision of high quality IT services.
Wellington City Council in New Zealand recently introduced infraEnterprise to improve its service delivery.
One of the immediate benefits is better visibility of good and bad activities around the IT service support process.
“It has been the springboard for a whole new way of dealing with our customers,” said Wellington City Council Customer Services Manager, Peter Borich. “We’ve got more information about our customers and things like our service level agreements are embedded into the system.”
He said the system has also led to a major improvement in the quality of management reports that are now also much faster to prepare.
“Previously it used to take ages to get this information out, but now we can see where we are going and which areas we need to improve,” he said.
Macedon Ranges Shire Council in Victoria services a semi rural population of 35,000, dispersed over an area of 1,800 square kilometres.
Implementing infraEnterprise has delivered an efficient request management system which supports the Council’s widespread departments and office locations. Service levels and escalation notifications built into the system ensure that requests are actioned and customers notified within an agreed period of time.
For further information contact Katherine Craig at Infra Corporation on (02) 8908 7100 or visit www.infra.com.au/localgovernment.
* Copy supplied by Infra Corporation
