Self Service

with Assyst of Axios Systems

Axios team meeting

February 3th, 2015

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

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PROVINCIE UTRECHT

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PROVINCIE UTRECHT

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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

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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

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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.

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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

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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)

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USING THE RIGHT TOOL FOR ONLINE/ DIGITAL HELPDESK

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ASSYST LIVE DEMONSTRATION

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THANK YOU!

E. THUY.TRAN.CHAU@PROVINCIE-UTRECHT.NL

M. 00 31 6 21124586

W. WWW.PROVINCIE-UTRECHT.NL

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