User support and problem management helps staff productivity.
HM Revenue & Customs staff rely on IT to collect tax and duties, so if they have an IT problem they need to solve it quickly and simply. Users either get IT help and advice from the intranet, or they phone the IT Service Centre (ITSC). The ITSC also manages incidents and root cause analysis to help maintain IT availability and staff productivity, and is delivered through HMRC, Capgemini’s end-to-end IT service contract with HMRC.
The ITSC resolves user problems relating to 600 Core applications and thousands of other IT solutions, hardware, and mobile services. First line agents resolve issues there and then, or transfer users to more technical agents who can access equipment remotely and arrange desk side support engineers. ITSC service management restores service for current incidents, prioritises and fixes problems, and identifies trends and root cause to eliminate defects. It is fully integrated into the project lifecycle, to represent user support needs.
When HMRC staff phone the ITSC, 69% of incidents are solved during the first call and surveys show 98% user satisfaction. The ITSC’s proactive service management and involvement in project planning helps maintain the monthly average of only 0.13 incidents per month and contributed to 80% improvement in business hours lost due to IT problems in the three years to 2011.