Industry: Government
Product:
Micro Focus SMAX
Outcomes
+ High SMAX adoption for non-IT processes
+ Smooth transition to remote working practices in a crisis
+ Improved end-user collaboration and self-service
Challenge
Simplify IT and non-IT service management to improve issue resolution time, empower users, and reduce costs.
Details
About Court of Justice of the Federal District and Territories (TJDFT)
The Court of Justice of the Federal District and Territories in Brazil (TJDFT) is a state government organization that administers legal services, including certifications, financial transaction assistance, and court services.
A Need to Simplify Service Management and Introduce Self-Service
With over 7,600 civil servants, 378 judges, nearly 3,000 contractors, and 36 buildings, TJDFT relies on tools and IT support to keep its service running smoothly. A number of years ago the decision was made to partner with Micro Focus, implementing Micro Focus Service Manager. However, over time Service Manager carried a level of complexity which posed a challenge, as Raymundo Avelino Aben Athar, Under-Secretary for Integrated Information Technology Management at TJDFT, explains: “We wanted to introduce more simplicity, and more opportunity for our end-users to self-service and collaborate with a modern service management solution. All issues were managed by our 50 service agents in a 24/7 model and it took too long to resolve them. On average less than nine percent of issues were resolved at first contact, resulting in loss of productivity. Fortunately, Micro Focus SMAX was just introduced and it offered us all that we hoped for.”
The decision to move ahead with SMAX was easy and one TJDFT made quickly. They were ready to move forward leveraging their Service Manager license investment for even faster time to value with SMAX. The learning curve for the TJDFT team was very short so they were up and running quickly, without a team of skilled developers or contractors. They created a simplified SMAX service catalogue for end-users. This contains a knowledge base for the most common issues, such as VoIP, VPN, file sharing, and others. Over 100 knowledge articles directly support end-users. Service agents use a comprehensive internal catalogue to support them in resolving more complex issues
“Within just a few months of introducing SMAX, the first contact resolution rate went from nine to nearly 40 percent; double the target we had set for this,” comments Athar. Once the benefits of the new ITSM system became clear, many departments asked for non-IT processes to also be included in SMAX. An example of the ESM (Enterprise Service Management) offerings is in meal orders; if a court case is heard with a jury present, the jurors cannot leave the court room. A court official can now easily open a ticket in SMAX to have food delivered by a catering company. Other examples include leveraging SMAX to facilitate electronic voting at court committee meetings, order and supply stationary and office furniture, warehouse management, manage public servant travel on court business, and provide a repository of compliance documents, such as new laws and regulations. SMAX is also used for TJDFT asset management of desktops, laptops, and other employee equipment.
“SMAX empowered our users with a simplified service model, and increased our first contact issue resolution rate from nine to over 45 percent. We also achieved an ongoing cost saving of 40 percent in 2020.”
Raymundo Avelino Aben Athar – UNDER-SECRETARY FOR INTEGRATED INFORMATION TECHNOLOGY MANAGEMENT
Court of Justice of the Federal District and Territories
