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