For the majority of us, a nightmare morning consists of arriving at the office to find ourselves inundated with menial administrative tasks. I think that we can all agree that there is nothing more uninspiring. Let us spare a thought then for those IT professionals working in the public sector.
As mentioned in our previous blog, The Public Sector Looks to IT to Lead the Way, service desk tickets are a real drain on resources. To put this assertion into context, one of our customers informed us that they receive over 5,000 queries logged with the service desk monthly; of which 2,500 are assigned to an engineer. With a large portion of requests related to printer set-ups or other basic tasks, they found that tackling these issues manually was a waste of their experienced engineers’ time. Time that could be better used in creating a more proactive IT environment.
The Rule, Not the Exception
This customer is not the exception. The fact is that often a large portion of tickets are related to mundane and trivial requests like password resets, application installations and granting requests for additional data access. In organisations stripped of human resources in the way that public sector organisations have been over the last few years, service desks simply don’t have the capacity to dedicate vast time or resources to tedious tasks.
Many IT departments have decided that enough is enough and are looking for technology to help them help users to be more self-sufficient. Self-service for example, provides a win-win for everyone involved, as engineers can apply their expertise to more strategic initiatives and employees are able to solve their own basic ‘IT problems’ without being logged in a queue.
A Big Impact Solution for Public Sector IT
The results of adopting such an approach can be quite startling. For example, in several UK public sector implementations, we have demonstrated labour savings of between 6,000 and 14,500 human resource hours per year by reducing service desk tickets through the predicted delivery of IT services, and the automation of service desk tasks (a topic we will cover later in this blog series).
IT teams today are, technically, ‘treading water’ or ‘fire-fighting’ as opposed to innovating. So wouldn’t it be much better to have them as an occasional overseer who stops the sparks from growing into a blaze?