State government agency delivers additional services to a high level of quality, reliability and security of public information within budgetary constraints.
• Increasing requirement to deliver more with less
• Changing regulatory environment driving a new business model
BUSINESS CHALLENGE
A state government agency was faced with continual and increasing demands to deliver additional services to a high level of quality, reliability and security of public information but within a constrained budget.
To achieve this it was critical for the agency to have a complete understanding of what they were currently supporting and a view of the maturity and capabilities of their organization to deliver the required services. Based on this analysis the appropriate strategy and approach to improving operational efficiency and effectiveness could be defined.
COVESTIC'S SOLUTION
Covestic partnered with Microsoft and provided IT Service Management (ITSM) subject matter experts and IT Infrastructure Library (ITIL) certified process engineers. The Covestic team delivered advice and guidance that enabled the agency to assess their current level of organizational effectiveness and to develop a baseline from which to measure improvements in operational performance. Covestic also helped the agency to understand and define the critical business needs of the organization and developed a roadmap to address these needs. The roadmap included a quantified business justification for the state government agency executive management team. Covestic helped drive executive support for the roadmap by working closely with key service stakeholders to raise awareness of critical issues, educate them on required improvements and to justify the steps necessary to move forward. To support the implementation of the operational improvement roadmap and to enable the agency’s core improvement team to move the effort forward on their own Covestic led implementation workshops on strategy, process and organizational change management techniques.
RESULTS
The work undertaken by Covestic provided a solid foundation for the core state government agency improvement team to successfully launch a multi-year improvement effort with the full support of executive management.
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