DATAGROUP successfully completed an extensive IT transition for a large public institution in February 2023 after just four months. The IT service provider has proven that it is a powerful and reliable partner for the digitalization of public clients. In the course of the transition, DATAGROUP not only assumed responsibility for additional IT workstations of the client and the organizations assigned to it, but also implemented extensive optimizations in the service desk, second-level support, technical field service and warehouse management.
The DATAGROUP experts optimized processes around the service desk in the first-level support service area. The changeover will improve ticket quality, optimize handling processes and shorten ticket processing times - ultimately increasing user satisfaction.
As part of the transition, the DATAGROUP experts standardized the range of services for all of the client's assigned organizations in the second-level support service area. In order to further improve the second-level services, additional services were taken over, such as software provision including patch and vulnerability management, proactive security measures such as endpoint security checks, operation and support of special PC workstations for people with special needs as well as comprehensive services in the area of multifunction printers.
Another sub-project of the transition was the restructuring of Technical Field Service (TFS) with the aim of improving its service quality. TFS is now optimally organized for the customer's area of operation and has a fixed and well-established network of technicians. In addition, external warehouses and storeboxes have been established in order to be able to act even faster and more flexibly. These decentralized storage areas give technicians access to the hardware they need around the clock. This can be made available to them there and then collected at a later date. This allows them to resolve service issues more quickly and flexibly on site at the client's employees' workstations.
This storage infrastructure is also connected to two powerful digital assistants that have been added to the technicians and order monitoring team: They can now use two apps implemented jointly by DATAGROUP and the client to better plan their work assignments and improve their workload. The apps accompany the entire hardware provisioning process, from ordering, scheduling and providing the required hardware to the successful completion of the order. To make day-to-day work easier and conserve resources, technicians can view all orders in the app and receive suggestions for optimal route planning to process orders at different locations. The uncomplicated documentation of all processes is also carried out in the app and is therefore completely paperless.
Another part of the transition was the introduction of a new warehouse management system for the warehouse. This is where all IT hardware components for the customer's end users, such as notebooks, monitors and printers, are stored. Thanks to the new system, warehouse management is now process-integrated and clear, which means that orders can be processed even faster in future. As part of this, all processes were completely consolidated and subsequently digitized. The traceability of the flow of goods and automated stock bookings in the client's ITSM tool also help to optimize its processes. Customer inventories can be evaluated at any time according to defined parameters and decisions for procurement scenarios can be made efficiently and in a targeted manner.
The comprehensive restructuring of warehouse management was also accompanied by the implementation of the zero-waste concept and the creation of climate neutrality. As a result, all processes relating to the disposal and recycling of packaging materials were optimized. The energy supply for the warehouse was made completely climate-neutral.
In addition, a new reporting system was set up between DATAGROUP and the client, which can be used to create reports for selected key performance indicators (KPIs) and service level agreements (SLAs) for operational control and to support management decision-making. This reporting system uses various data sources: For example, the client's service management tool, a platform that integrates various IT service management tools and
-processes, or the automatic call distribution system, a telecommunication-based system for the automatic distribution of incoming calls to available employees in the service desk, as well as the new warehouse management system from DATAGROUP.
The successful completion of the IT transition shows that DATAGROUP is able to implement complex IT projects for public clients and achieve excellent results. The optimizations in first and second level support as well as the restructuring in technical field service and the introduction of the warehouse management system contribute to increasing efficiency and end user satisfaction.
DATAGROUP will continue to support and optimize the customer's IT landscape in the future to ensure smooth functionality of the IT workstations. Contact us to find out more about our IT services and solutions!