thuy tranchau 03022015 assyst pu
TRANSCRIPT
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Self Service
with Assyst of Axios Systems
Axios team meeting
February 3th, 2015
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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
5/2/15
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PROVINCIE UTRECHT
5/2/15
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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
Customer Contact Center 5/2/15
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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
5/2/15
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THANK YOU!
M. 00 31 6 21124586
W. WWW.PROVINCIE-UTRECHT.NL
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