Thuy tranchau 03022015 assyst pu
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This document summarizes a meeting at Provincie Utrecht about implementing self-service using Assyst software. The goals are to reduce the organization's headcount by 30% and improve user satisfaction by encouraging employees to find answers through search rather than contacting support. A centralized digital front office was created using a "click-call-face" model where users search online first, then call for help, and finally schedule face-to-face meetings. The Assyst software was demonstrated as the right tool to power the new online helpdesk and knowledge base.
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Thuy tranchau 03022015 assyst pu
- 1. Self Service with Assyst of Axios Systems Axios team meeting February 3th, 2015
- 2. ABOUT ME Thuy – Tran Chau 12 years at Province Utrecht In several fields: finance, personnel, purchasing, fundraising, facilities services & ICT services My function is ICT & Information specialist 5/2/15 Self Service 2
- 5. Goal for 2015 Target of Provincie Utrecht: Organisation of 1,000 FTE in mid-2012 to 675 FTE 30% overhead Target for business 370 headcount in mid-2012 to 150 FTE Satisfied colleagues with focus on “Beter Performing Outside“ From 7 to 2 departments: framework/advice & control/services 5/2/15 Self Service 5
- 6. BUSINESS The operation includes the following task areas: Finance and Administration ICT and Information Communication Facility Services and Housing Organization development Human Resources Purchase & Fundraising MO-department: responsible for frameworks and advice SER-department: provides executive management tasks Shrinkage is only achievable through a different way of working! a targeted project which increases efficiency, reduces cost and improves business user satisfaction 5/2/15 Self Service 6
- 7. Click – Call – Face Self Service Services delivered through a Front Office: the central desk for the whole business. Using the Click-Call-Face principle: 1. Users are encouraged to answer questions themselves by searching information in Serviceplein/Wiki/Yammer (‘Click'). 2. If the user still has problems with searching, he/ she can (digital) ask for help (‘Call'). Handling digital .. unless by phone 3. If the user can not be helped by ‘Click' and ‘Call‘, he/ she can have a ‘Face‘ contact at the Service Center.5/2/15 Self Service 7
- 8. BEFORE each domain has own FO + BO Facility Administration and Staff (esp. questions, status requests) ICT (30% of incidents, 40% questions, 30% state requests) DIV (esp. questions and status requests) Geographic Information (esp. questions and status requests) Licensing and Enforcement Media / Webteam and Printing Purchasing Communication Legal Affairs Secretary services Advising Customer Contact Center5/2/15 Self Service 8
- 9. CURRENT Centralized digital FO (online Helpdesk) Each domain focuses on 2nd-line BO Uniform service management processes Uniform tooling Service square (central digital meeting space) 5/2/15 Self Service 9
- 10. USING THE RIGHT TOOL FOR ONLINE/ DIGITAL HELPDESK 5/2/15 Self Service 10
- 11. ASSYST LIVE DEMONSTRATION 5/2/15 Self Service 11
- 12. THANK YOU! E. THUY.TRAN.CHAU@PROVINCIE-UTRECHT.NL M. 00 31 6 21124586 W. WWW.PROVINCIE-UTRECHT.NL 5/2/15 Self Service 12