About the customer
Industry:Public sector
A public sector agency found that its extensive manual processes and disjointed systems operating in silos were getting in the way of its ambitious growth plans. Implementing Jira Service Management could offer a way forward, and that’s where Cloud Kinetics stepped in.
Challenge
Legacy systems and manual processes hamper scalability
As a public sector agency involved in taxation and revenue administration, the organization needed to meet stringent compliance and regulatory requirements while also ensuring that systems and processes offered the scalability necessary to align with future growth plans.
- Fragmented, manual service management processes were impacting efficiency
- Need for a unified service portal with automated workflows
- Required integration with internal systems for seamless operations, and integration with Tech Pass for authentication
- Scalability was essential to support future project growth
- Need to maintain historical data and audit trails
Solution
Upgrading to Jira Service Management
The agency engaged Cloud Kinetics to modernize its infrastructure and processes to bring in automation while also enhancing both service and risk management capabilities.
- Implemented Jira Service Management with the Ship-Hats framework to enhance service and risk management
- Built a centralized service portal with automated workflows, tiered SLAs and approval processes
- Enabled auto-assignment and categorization to route tickets to appropriate support teams
- Customized request forms and workflows per client needs
- Provided dashboards and reports for real-time performance and risk monitoring
Success Metrics
Boost to speed and efficiency with new automated workflows
After the deployment, the agency was able to handle service requests quicker and saw faster incident management as well due to the automation. The enhanced efficiency has translated to cost savings as well, with fewer manual processes and more self-service options.
Speed: Faster incident assignment and resolution, and quicker service request handling with automated workflows
Efficiency: ~25% efficiency gains driven by automation and streamlined processes
Costs: Cost optimization was driven via self-service, automation and reduction in manual processes
Cloud Kinetics continues to engage with clients along their transformation journey, offering advisory and implementation services that help align with a company’s business goals and long-term strategy.
