Public Organisations

HelpLINE has been proven in major public sector organisations. HelpLINE has successfully delivered Service Desk functionality to very large numbers of end users across a number of major public utilities serving millions of users and residents.

With tight budget restrictions and growing numbers of employees, public sector clients have been understandably concerned to manage cost control and meet demanding service level performances. HelpLINE assists public sector clients in delivering higher quality services to an ever demanding public. Increasing competition and cost controls are demanding more of public service providers than ever before. With constant pressure from regulation, legislation, transparency, accountability, risk reduction and results measures, it is essential to find new ways to effectively manage assets in a more productive manner.

HelpLINE is effective in supporting major utility organisations where competitive change throws up constant new challenges and demands.

Education

Education establishments are increasingly driven by market forces and are consistently faced with the challenge of providing higher service levels with the same or reduced resources and budget. Educational organisations need to address key budgetary and service issues in uncertain and non-commercial maintenance environments, while serving the changing needs of both students and employees.

They need to rely increasingly on technology to support students and staff for safety and reliability, ensuring their critical assets operate to expectation. This includes buildings such as schools, universities, dormitories, offices and laboratories and also school bus, equipment and IT assets such as desktops and laptops, mobile devices and servers.

HelpLINE has been deployed in universities to ensure campus resources and technology infrastructures are properly managed.

How HelpLINE has benefited Public Service sector clients:

• Improved percentage of incidents resolved at first call
• Improved support function productivity
• Easy-to-use web interface enabled support staff to quickly learn new system
• Supported the implementation of ITIL Best Practice processes
• Enabled proactive management to quickly address business issues