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News May 21, 2015

County Administrative Board automates workflows through self service

At the end of the year the County Administrative Board’s IT Unit procured a new service portal, ZervicePoint, to rationalise IT orders using a self-service solution (see press release). This service has now been in operation for two months, and the IT Unit has rationalised operations by drastically reducing manual work and freeing up time that can instead be used to work proactively. Existing processes and procedures have also been reviewed and rationalised. The response from employees at the County Administrative Board is that the best thing that’s happened for a long time.

Below is a summary of the customer case study. Read the full case study here.

The challenge

The IT Unit at the County Administrative Board was spending a lot of time on administration. An ordering portal developed in-house was in place, but most processes remained labour-intensive and included several manual steps. Three attempts had been made to digitise and automate operations with the existing portal, but unfortunately these attempts had failed. So it was incredibly important that this could be achieved once and for all.

The solution

The County Administrative Board’s IT Unit launched a procurement process for a new service portal for enhanced self service. The choice they made was the ZervicePoint service portal from Enfo Zipper. The person responsible was Ulf Svensson, User Support Function Manager.

“We chose Enfo Zipper as a supplier for a number of reasons. ZervicePoint has a simple, intuitive and smart interface. We also like Microsoft, and Enfo Zipper shares both a philosophy and close collaboration with Microsoft. ZervicePoint certainly met our requirements and Enfo was a perfect match for us,” says Ulf Svensson.

The County Administrative Board has now been using it for two months, and already more than 2,000 orders have been placed in the portal. At present user accounts and phone subscriptions are managed in the portal, but the road map ahead includes much more, such as ordering hardware, software and accessories. Managers will also be provided with a better overview and opportunities to analyse orders and purchases. The service desk function may also be managed via the portal.

The outcome

The introduction of self service represents a development of operations. The mapping of procedures and processes that was carried out has resulted in a natural, much-needed operational development. The County Administrative Board’s IT unit has changed the way it works and rationalised its operations.

“We don’t need to recruit staff when people retire and we can also see that in due course we’ll be able to free up time equivalent to two full-time positions thanks to the new work method. Boring, manual tasks are eliminated and it’s possible instead to share competences and focus on working proactively with IT so that we can better meet the demands placed on a modern authority. The IT Unit is satisfied and we have employees in the rest of the organisation who are wanting extra functionality in the portal. We’ve even heard it said that the portal’s the best thing that’s happened for a long time,” says Ulf.

Read the whole customer case study here, where you can also read about Ulf’s tips to other organisations looking to introduce automation and self service.